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
Operational Expenses and the Capital Budget





A successful operation is well organized in terms of budgeting for their operations, controlling expenses and maximizing profits.
成功的运营意味着在运营预算、费用控制和利润最大化的方面都要做到井井有条。
In this regard every operation has a master plan integrating the activities of all the revenue centers, cost centers, and other departments.
这表明公司运营需要一个涵盖收入中心、成本中心及其他部门的所有活动的总体规划。

This master plan also known most commonly as the business plan outlines objectives, human resources policies, action plans on how to achieve goals and a way to monitor the progress of the organization.
这一总体规划通常也叫作商业计划,其中概述了公司目标、人力资源政策、实现目标的行动计划、以及监管公司进程的方案。
A master plan or a business plan includes a detailed budget.
总体规划或商业计划含有详细的预算方案。

Managers at all levels participate in the preparation and planning of budgets. A budget director, usually from the finance division supervises the process.
不同级别的经理都要参与准备计划预算。预算主管通常来自财务部门,负责监督工作流程。
The accounting department provides historical and other useful financial data to the departmental managers and executives for the forecasting of revenue and expenses.
部门的经理和高管可参照会计部门提供地历史财务数据及其它实用信息,来预测收入和支出。
The expertise of departmental managers also contributes greatly to successful budget planning and preparation.
部门经理的专业意见也会影响预算的计划准备工作成功与否。


A hospitality business uses mainly two types of budgets.
酒店旅游业主要采用两种类型的预算。

  • A capital budget is used to plan and control the purchase of major assets.
    资本预算用于计划管理主要资产的购置。

  • An operations budget plans revenues and expenses in order to achieve the desired profit.
    经营预算用于计划收入和开支以达到预期利润。

Department managers contribute to planning both types of budgets, but the capital budgets usually require approval form top-level executives because they involve very high costs to the organization.
部门经理要参与这两种类型的预算规划,但资本预算通常需要高层的批准,因为它对公司来说是很大的成本开支。
Capital budgets reflect an organization’s long-term plan for purchasing major assets and top management decides on the priorities of asset purchases.
资本预算反映出公司购买主要资产的长期计划,而管理高层决定资产的购置顺序。
Capital expenses are reflected on the balance sheet.
资本开支会出现在资产负债表上。

Operations budget is forecasted for the year and then broken down into monthly plans. These plans include items such as payroll, supplies, rental costs, contracted services and other resources required for the daily operation of the business.
经营预算是年度预测,然后分解为月度计划。这些月计划包括日常业务经营所需的工资支出、物资供给、租赁成本、合同服务及其他资源。
The final format of the operations budget is identical to an income statement, except that the amounts are estimates and not actual.
经营预算的最终格式与收益表类似,但其金额只是预估而非实值。
Forecasting the Expenses as realistically as possible is essential for the success of the operation. Expenses include all costs involved in providing the goods and services a business offers to guests.
尽可能切合实际地预测开支,是运营成功的基础。开支包括在经营过程中为宾客提供商品和服务所带来的一切开销。

Usually expenses are categorized as fixed or variable according the volume of the business.
通常根据业务规模,可将开销分为固定费用和可变费用两类。
Fixed expenses are not affected by the volume and are easy to budget because remains relatively constant. Rent and insurance would be considered a fixed expense.
固定费用不受业务量的影响并且容易预算,因为相对来说是个常量。租金、保险可算作固定费用。
Variable expenses have a direct relationship with sales volume. If sales go up, variable expenses also go up.
可变费用与销售量有直接的关系。销售量增加,可变费用也随之上升。
Labor costs are an example to a variable expense。
人工成本属于可变费用。

In the next section we will discuss about revenue management and its implications to the profit of a hospitality business.
下一节,我们将讨论收益管理以及它对酒店业利润的影响。