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
Risk Management and Insurance






Risk management is the protection of assets through the identification, determination and management of the risks a corporation faces.
风险管理是指对公司所面临的风险进行识别、评估和处理以保障公司财产。
The goal is to reduce the company’s exposure to risk to ‘acceptable levels”, in order to avoid potentially catastrophic levels of loss and keep the overall cost of risk at reasonable economic levels.
其目标是将公司面临风险的机率降级至“能承受的程度”，从而避免可能会发生的灾难性损失，并将承担风险的全部成本保持在合理的经济范围内。

There are 4 steps in the risk management process:
风险管理有4个步骤：

1. Identification of Risk: The first step is to establish the inventory of the company’s assets and establish their value and then identify potential perils and hazards, or things that can cause loss, such as fire or technical risks.
风险识别：第一步，建立公司财产清单和价目明细，识别潜在危险、危害，认清可能会造成损失的情况，诸如火灾或技术风险等。

2. Assessment of potential losses: At this step, the management assesses the maximum potential losses, or costs to the business.
评估潜在损失：第二步，管理者要最大化地评估潜在风险会造成的损失或费用。

3. Selection of Proper Risk Management Instruments: At this step, the manager or owner must determine how to handle those risks. One way to deal with risks is through “loss control”. Loss control involves taking actions to reduce the frequency or severity of losses, such as installing sprinklers for fire safety. Risks can also be avoided completely in some instances through preventive actions.
选择合适的风险管理工具：第三步，管理者或公司所有者需决定如何应对这些风险。“损耗管理”是应对方法的其中一种。它指采取措施降低损耗频率及严重程度，比如安装洒水器防火。有些情况下采取预防措施则能完全规避风险。

4. Studying the plan and implementing decisions: Each of the risk management practices discussed in the first 3 steps then is added into a comprehensive risk management plan for the company. After the plan is completely studied by the management, legal consultants and insurance companies then it can be implemented. It is important to review the plan periodically and make changes as necessary.
学习安全计划并贯彻实施：每一条风险管理的相关内容经过前三步的讨论，其应对措施就可以被纳入到详尽的公司风险管理计划。再经管理者、法律顾问和保险公司的全面研究后便可贯彻实施。定期回顾这一计划、必要时作出修改是非常重要的。

Even when actions are taken to control losses, the risk is not completely eliminated; therefore businesses obtain insurance as a mean to cover for the various risks and losses if they occur.
尽管已采取“损耗管理”的相应措施，也不能完全消除风险；因此商家可通过投保来弥补各种已经出现的风险和损失。
Purchasing insurance minimizes financial expenses due to losses and it is also mandatory for companies to purchase certain types of insurance and have minimum amounts of coverage.
投保能让弥补损失的财务费用降到最低，公司购买的某些险种属于强制险，会包含最低的赔偿金额。

The main types of insurance purchased    通常会购买的保险种类主要包括：

Commercial property coverage for buildings, commercial crime coverage for cash and property in safety deposit boxes, commercial general liability coverage for accidents, worker’s compensation insurance, employers’ liability insurance and also some additional insurance such as flood insurance.
为建筑物购买商业财产保险，为存放在保险箱内的现金及财物购买商业犯罪保险，为应对意外事故购买商业普通责任险，还有劳工保险、雇主责任险以及一些像洪灾保险这样的附加保险。

We will discuss the OSHA requirements in the next section.
下一节我们来讨论美国职业安全与健康管理局在这方面的要求。