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
Booking and Planning Events





Booking and planning events is a crucial process for the hotels and have to be carried out very thoroughly by the event coordinators.
事件的策划和预订对酒店来说是个非常重要的流程，需要宴会统筹协调员按其彻底执行出来。

Three main documents are used in booking and planning events:
事件策划预订中常会用到三个文件：
1.The Function Book- shows occupancies and vacancies of function and banquest rooms, used when planning events. In case of a reservation all the pertaining details of the customer and the vent specifications are registered in this book.
会议活动簿——记录宴会厅的占有和空置详情，可在策划活动时进行参考。如有预订，所有顾客的相关信息和场所的详细要求都会记录在活动簿中。

2.A function book can be manual or on electronic format part of the catering and banquet module of the PMS.
会议活动簿可以是手写或电子版，它是餐饮宴会计划维护体系模型的一部分。

3.Contracts or Letters of Agreement
合同或协议书

When booking events, the letter of agreement that lists every detail the two parties have discussed and agreed upon.
活动准备前应签订协议书，其内容包括经双方探讨达成一致的所有细节。
Certain days before the event the contract specifies the final number of attendees who are expected to for the event, this number is called the guarantee and is the number that the client agrees to pay for this event.
活动开始的数天前，活动将明确规定预期参加活动的最终人数，这一数字也被称为活动保障，客户按其进行付款。
The services included in the pricing and extra services such as; electrical layouts, dance floor or other equipment provided by third parties are specifically stated in the contracts.
合同书详述所有已经定价和额外附加的服务，例如电气布局、舞池以及其他第三方提供的所有设备等。
The contract requires the client to pay a specific portion of the estimated cost in advance to guarantee the reservation of the event.
合同书要求顾客提前支付预计开销的一部分，以确保活动被成功预留。
4.Function Sheet – also known as BEO (banquet event order)  is generated by the sale person after the contract is signed for this event.
宴会单——也被称为宴会编排表(BEO)，是活动合同签订之后由销售人员整理编写的。

A function sheet lists all the details that apply to the function and the information is distributed to the relevant operational departments such as kitchen, food and beverage, banquet service, purchasing as well as to the accounting department.
宴会单列出活动需要的所有功能细节，并将这些信息传递给相关的运营部门，例如厨房、餐饮部、宴会服务、采购部以及会计部等。
The conference and banquet module of the PMS software generates the function sheets based on the information input from the function book.
会议宴会计划维护体系的软件模型可根据会议活动簿录入的信息自动生成宴会单。
We will discuss the preparation for banquet service in the next session.
下节我们将探讨宴会服务的准备事宜。