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






Safety and security go hand in hand in the hospitality and tourism industry. Each stakeholder- guests, employees and owners expect the workplace to be safe and secure.
酒店旅游业的安全与安保问题息息相关。每一个参与者——顾客、员工、雇主都希望工作场所安全有保障。
Hospitality and tourism businesses have the responsibility to provide their guests with a safe and pleasurable experience.
酒店旅游业的商家有义务让顾客体会到安全舒适的感觉。
The role of management in ensuring safety and security is to establish clear procedures and plans of action for various kinds of emergencies and to enforce adherence to these rules.
管理层在确保安全和保障方面的职责包括制定明确流程和行动计划以应对各种紧急情况，并遵循这些原则。
This chapter provides an overview of risk management in the hospitality and tourism industry and describes the types of insurance necessary for most companies.
本章将概述酒店旅游业的风险管理以及大部分公司都需要的保险种类。
We will also discuss about OSHA requirements as well as planning and dealing with emergencies.
我们也会探讨美国职业安全与健康管理局在这方面的要求，以及应急的计划与措施。
The safety of guest and employees is a primary concern of hospitality managers and is their responsibility to review safety risks, create safety programs and train all employees in following proper safety procedures.
顾客与员工的安全是酒店业管理者关心的头等大事，因此他们有义务审查安全风险、建立安全程序、并按照下列适当的安全措施培训所有员工。

Guest or employee illnesses and injuries can create negative publicity, lawsuits, lost business, understaffing and worker’s compensation claims.
顾客或员工生病受伤都会为酒店带来负面影响，让酒店惹上官司、丢失客户、员工不足甚至要求索赔。
Hospitality and tourism businesses have many areas of concern in regard to safety. Lodging properties, restaurants, theme parks, transportation services have different concerns that have to be managed according procedures at all times.
酒店旅游业的商家要在很多方面考虑安全问题，住宿设施、餐厅、主题公园、交通服务的安全侧重点有所不同，时时刻刻都要按照相关流程进行管理。
Global travelers have also increased safety concerns such as health precautions and infectious diseases.
旅客来自世界各地让卫生的预防措施和传染性疾病等问题也被纳入到安全性的考虑范围之内。
Close collaboration and compliance with government authorities helps to keep guests and employees safe.
与政府机构紧密合作并遵从相关指示能保障顾客和员工的安全。

We will discuss workplace safety in the next section.
下一节我们会探讨工作场所的安全问题。