Introduction to HTMP Program 2 酒店...

George Ubbelohde

目录

  • 1 Chapter 1 – Preparing for a Leadership Career
    • 1.1 Introduction
    • 1.2 Why a Career in Hospitality and Tourism?
    • 1.3 Selecting an Industry Segment
    • 1.4 Types of Available Positions
    • 1.5 Traits of Leaders
    • 1.6 Traditional Management Styles
    • 1.7 Varying your Leadership Style
  • 2 Chapter 2 – Hospitality and Tourism Leadership
    • 2.1 Introduction
    • 2.2 21st Century Leadership Styles
    • 2.3 Leadership Development Goals
    • 2.4 Empowerment
    • 2.5 Showing Respect and Value for Diversity
    • 2.6 Global Guest Audiences
    • 2.7 Welcoming Other Cultures
  • 3 Chapter 3 – Leadership and the Guest Cycle
    • 3.1 Introduction
    • 3.2 Follow the Guest: Making the Cycle Seamless
    • 3.3 Guest Recovery
    • 3.4 Problem Solving
  • 4 Chapter 4 – Managing the Guest Experience Cycle
    • 4.1 Introduction
    • 4.2 Managing the Guest Experience: Being Inclusive
    • 4.3 Guest Experience Property Standards
    • 4.4 Managing the Guest Service Measurement (GSM) Process
    • 4.5 Guest Service Gold: Leading a Gold Team
    • 4.6 Managing Green Practices
  • 5 Chapter 5 – Leadership, Employees and Communication
    • 5.1 Introduction
    • 5.2 Purpose of the Mission Statement
    • 5.3 Communicating Employee Purpose and Role
    • 5.4 Setting Performance Goals
    • 5.5 Listening, Speaking and Writing
    • 5.6 Managing Difficult People
    • 5.7 Guest Communication
    • 5.8 Media Training
  • 6 Chapter 6 – Front Office Leadership
    • 6.1 Introduction
    • 6.2 Responsibilities of the Front Office Manager
    • 6.3 Reports: The Night Audit Paper Trail
    • 6.4 Labor Costs and the Night Audit
    • 6.5 Measuring Employee Performance
    • 6.6 Guests and the Front Desk
    • 6.7 Green Practice Programs for Guests
  • 7 Chapter 7 – Managing Housekeeping Operations
    • 7.1 Introduction
    • 7.2 Being the Executive Housekeeper
    • 7.3 Building a Budget
    • 7.4 Budgeting Labor and Linen Expenses
    • 7.5 Managing Housekeeping Performance Standards
    • 7.6 Training Housekeeping Staff
    • 7.7 Managing Housekeeping Green Practices
  • 8 Chapter 8 – Leadership and Facilities Management
    • 8.1 Introduction
    • 8.2 Function of the Chief Engineer
    • 8.3 Budgeting to Meet ADA Requirements
    • 8.4 Energy Management
    • 8.5 Emergency Systems Planning
    • 8.6 Managing the Facility’s Green Practices
  • 9 Chapter 9 – Food and Beverage Service Leadership
    • 9.1 Introduction
    • 9.2 Organization and Staffing of Food and Beverage Operations
    • 9.3 Menu Management
    • 9.4 Purchasing Supplies and Equipment
    • 9.5 Facility Design, Décor and Cleaning
    • 9.6 Managing Sanitation and Safety
    • 9.7 Labor and Revenue Control
    • 9.8 Nutrition and Sustainable Foods
  • 10 Chapter 10 – Managing Banquets and Catered Events
    • 10.1 Introduction
    • 10.2 Booking and Planning Events
    • 10.3 Reports: Preparing for Service
    • 10.4 Delivering Service
    • 10.5 After Service
  • 11 Chapter 11 – Human Resources
    • 11.1 Introduction
    • 11.2 Interview and Hiring Practices
    • 11.3 Employment Laws
    • 11.4 Managing Compensation and Benefits
    • 11.5 Corporate Social Responsibility
  • 12 Chapter 12 – Managing Operational Finance
    • 12.1 Introduction
    • 12.2 Financial Statements
    • 12.3 Operational Expenses and the Capital Budget
    • 12.4 Revenue Management
    • 12.5 Managing Labor Costs
    • 12.6 Taxes: Reporting and Remitting
  • 13 Chapter 13 – Marketing
    • 13.1 Introduction
    • 13.2 The Marketing Mix
    • 13.3 Steps of a Marketing Plan
    • 13.4 Channels of Distribution
    • 13.5 The Marketing Budget
    • 13.6 Industry Trends and Marketing
  • 14 Chapter 14 – Sales
    • 14.1 Introduction
    • 14.2 Training for Sales Success
    • 14.3 Managing a Sales Team
    • 14.4 Selling to Global Audiences
    • 14.5 Selling to Special Segments
    • 14.6 Selling to the Digital Traveler
  • 15 Chapter 15 – Safety
    • 15.1 Introduction
    • 15.2 Managing Workplace Safety
    • 15.3 Risk Management and Insurance
    • 15.4 OSHA: Following the Requirements
  • 16 Chapter 16 – Security
    • 16.1 Introduction
    • 16.2 Hotel Security: Access Control and Guestroom Security
    • 16.3 Employee Security Issues
    • 16.4 Emergency Management and Media Relations
Global Guest Audiences






Over the decades, tourism has experienced continued growth and deepening ‎diversification to become one of the fastest growing economic sectors in the world. ‎
几十年来，旅游业经历了持续的增长和深化的多元化，成为世界上增长最快的经济领域之一。
Modern tourism is closely linked to development and encompasses a growing number ‎of new destinations.
现代旅游与发展密切相关，包括越来越多的新目的地。
These dynamics have turned tourism into a key driver for socio-‎economic progress.‎

Today, the business volume of tourism equals or even surpasses that of oil exports, ‎food products or automobiles.
今天，旅游业务量相当于甚至超过石油出口、食品、汽车等。
Tourism has become one of the major players in ‎international commerce, and represents at the same time one of the main income ‎sources for many developing countries.
旅游业已成为国际商务的主要参与者之一，同时也是许多发展中国家的主要收入来源之一。
This growth goes hand in hand with an ‎increasing diversification and competition among destinations.‎
这种增长与日益的多元化和目的地之间的竞争并存。

According the UNWTO  据世界旅游组织数据：

  • International tourist arrivals grew by 4.6 % in 2015 to 1,184 million
    2015年国际旅客人数增加了4.6％，达到1.184亿人

  • In 2015, international tourism generated US$ 1.5 trillion in export earnings
    2015年，国际旅游业产生了1.5万亿美元的出口收入

  • UNWTO forecasts a growth in international tourist arrivals of between 3.5% and 4.5% in 2016
    世界旅游组织预测2016年国际旅客人数将增长3.5％至4.5％

  • By 2030, UNWTO forecasts international tourist arrivals to reach 1.8 billion (UNWTO Tourism Towards 2030)
    到2030年，世旅组织预计国际游客达到18亿（世旅组织2030年旅游业）

  • 10% of the worlds’ GDP is generated from Tourism
    世界GDP的10％来自旅游业

  • Travel and tourism employs 7 times more than the automotive industry
    旅游和旅游业占汽车行业的7倍以上

  • 1 out 11 jobs are in travel and tourism industry
    11个中就有1个工作岗位在旅游和旅游业


This tremendous growth, led the creation of distinct types of tourism, catering for particular travelers, traveling for different reasons and seeking extraordinary experiences.
这种巨大的增长带动了不同类型的旅游业的产生，为特定的旅客提供服务，旅行的原因不尽相同，并寻求非凡的体验。
Ecotourism, Agritourism, Culinary Tourism, Medical Tourism and Heritage Tourism have become very popular in recent years.
近年来，生态旅游、农业、烹饪旅游、医疗旅游、遗产旅游等都非常受欢迎。
It is every leader’s responsibility to ensure that their organizations are prepared to meet the needs of international and diverse guests by being proactive, creating training programs and reference guides and being a role model.
每个领导者都有责任确保其组织准备好积极主动地满足国际和多样化客人的需求，制定培训计划和参考指南，并成为榜样。
Creating a positive impression can create international publicity through word of mouth or various technologies, including social media and travel websites.
可以通过口碑或各种技术创建正面形象，包括社交媒体和旅游网站来进行国际宣传。
We will discuss welcoming other cultures in the next section.
我们将在下一节讨论迎接其他文化。