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
Introduction





In all types of hotel properties the staff is divided into different divisions, departments or operational areas.
在所有类型的酒店物业中，员工分为不同的部门、科室以及操作领域。
These departments are interrelated and depend on each other throughout the guest cycle to create memorable guest experiences.
这些部门相互关联，并且在整个“宾客循环”中相互协作，创造令人难忘的客户体验。
The 3 key operational departments front office, housekeeping and facilities departments are about making the guest experience as smooth as possible.
前台、客房、配套设施三个主要部门都要尽力制造流畅的客户体验。
Department leaders must have the necessary skills to manage their areas for all different aspects: hiring, training, scheduling, budgeting and emergency planning.
部门领导必须具备必要的技能来管理各自领域的所有方面，包括招聘、培训、排班、预算和应急预案。
In this unit we will focus on leadership in front office, housekeeping and facilities management.
本单元我们将着重了解前台、客房、配套设施管理的领导。

Front Office is one of the most important operational divisions in a hotel.
前台是酒店最重要的业务部门之一。
You have learned about the major duties and responsibilities in this department in part 1 of this course.
在本课程的第一部分，我们已经学习过该部门（前台）的主要职责。
In this chapter we will focus on the night audit process and will identify the essential reports associated with the night audit.
本章节， 我们将探讨夜间审核过程以及与夜间审核相关的重要报告。

Managing labor costs in the department, measuring employees’ performance, upselling to guests and green practices in this department are among the competences of this section.
在本章的范围之内，我们会了解到部门劳动力成本管理、员工绩效考核、增销方法以及环保措施等业务能力。
The front office in a hotel is the most visible department and has the most guest contact. In addition too many duties, front desk employees in most cases are the first and last contact guests have with hotel staff.
酒店前台是最显眼的部门，与宾客接触最为密切。此外，前台员工职责繁多，在多数情况下前台员工是给顾客留下第一印象和最后印象/与客人第一次接触和最后一次接触的员工。
Therefore it is essential that front desk staff is well trained and that morale is kept high so that interactions with the guests and among staff members is always positive.
因此，前台员工要受过良好培训、一直保持士气高昂非常重要，不仅和客人之间，而且和其他部门员工也都积极面对与互动。
This main responsibility falls to the front office manager.
前台经理在这方面肩负主要职责。

We will discuss the responsibilities of the front office manager in the next section.
下一节我们将要讨论前台经理的职责。