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
Purchasing Supplies and Equipment







Food and beverage operations require a wide variety of supplies and equipment in order to serve guests properly.
餐饮运营为了向顾客提供适合的服务,需要多种多样的用品设备。



If the operation is part of a chain like Starbucks or KFC, than the headquarters typically does purchasing centrally.
如果运营是星巴克或肯德基这样连锁店面的其中一家门店,一般总部会负责集中采买。
This centralized approach often results in lower prices for bulk orders. Independent operations must do their own purchasing.
这种集中采买的方式会降低大宗订单的价格。独立的运营商须单独负责采买。
Purchasing should follow the principal of: the right product at the right time at the right price from the right distributor.
采购需遵行以下原则:从正规供应商那里以合理的价钱合时宜地购买适合的商品。
Some common supplies and equipment food and beverage operations should buy are:
一些普遍需要购买的餐饮运营用品设备包括:
China, Glassware, flatware, uniforms, linens, furniture, refrigerators and freezers, dishwashers, POS systems, coffee makers etc.
瓷器、玻璃器皿、餐具、工服、织物用品、家具、冰箱冰柜、洗碗机、POS机系统和咖啡机等。
For supplies and equipment like china and flatware, managers should consider the brands and replacement, therefore, open stock items enables operators to replace or supplement articles such as dishes, purchased in sets.
经理需考虑类似瓷器、餐具等用品设备的品牌和替换事项。因此开放的库存物品可以让经营者替换或补充盘子等用品并成套购买。
Custom made items are made to individual specification, may be designed with specific logos and pictures are more difficult to replace and are often produced by a single distributor.
也可根据个人的具体要求而量身定制,可设计成带有特定标识或图片,但置换起来存在难度,并且通常是由一位经销商供应。
Restaurant supplies are maintained at what are known as par inventory levels or stock levels.
餐厅用品应维持在既定的标准量或者库存水平上。
Par level is the number of each supply item that needs to be on hand to support daily food and beverage operations.
标准量是指维持日常餐饮运营所需的每件用品的项目数量。
The minimum level is called the reorder point, when a new order has to be processed.
Par levels are determined based on the type of operation, the number of seats, operating hours and many other factors.
最低水平也叫做追加订购点,也就是需要追加一笔新的订购。标准量是根据运营的类型、座椅数量、运营时间以及许多其他因素来决定的。
Once the operation has set par inventory levels, then managers should reevaluate them frequently to accommodate any changes in business conditions.
一旦运营设置决定了标准量,经理应经常不断
After each purchase, managers receive and store each item in their respective storage areas.
每次采买之后,经理在收到货品之后将其放置在相应的存储区域。
The 2 control measures ensures correct inventory at all times.
这两项控制工具能确保物品数量一直保持准确稳定。


Perpetual Inventory – entering the quantity of incoming products gives managers a running balance of supplies in stock at any given moment. It also helps to determine the usage rates and the withdrawn quantity.
永续盘存-输入产品的数量,使经理在任何时刻都能在库存中保持库存的平衡。它还有助于确定使用率和撤销数量。
Physical Inventory – Is the actual count of the items on hand. This number should correspond to the numbers already entered in the perpetual inventory and clearly should match to the usage rate of the item.
定期盘存-实际存储的货品数量。这一数字应与永续盘存中记录的数字相对应,并能够计算出货品的使用率。
Any discrepancy needs the serious attention of the manager on this procedure.
如数字之间有差异,经理须在严肃注意这一流程。
Issuing process which is transferring items from storage areas to the kitchen and dining areas as needed should be carefully monitored in order to prevent waste or shortages in the kitchen and the dining areas.
发放过程是将所需的货品从储存地点转移到厨房或用餐区域,这一过程需仔细监管,防止厨房或用餐区域发生浪费或短缺。
Period controls are part of the managers’ responsibilities to ensure misuse, waste, breakage and theft is not happening, as the service supplies are costly and should be managed efficiently.
周期性的控制调节是经理的职责,以确保没有误用、浪费、损毁或偷窃等情况发生,因为服务用品价格昂贵理应得到妥善有效的管理。
We will discuss the facility, design, décor and cleaning in the next section.
下一节我们将探讨设施、设计、装潢以及清洁等内容。