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
OSHA: Following the Requirements






OSHA is a federal agency regulating work areas and businesses with respect to safety. OSHA stands for Occupational Safety and Health Administration.
OSHA是对工作场所以及商业活动中有关安全方面进行管制的联邦政府机构。OSHA的全称是美国职业安全与健康管理局。(OSHA--职业安全与健康)
OSHA requirements are extensive and mandate safety regulations and practices for many industries including hospitality.
职业安全与健康的要求覆盖范围很广，出台了包括酒店旅游业在内的多个行业必须遵守的守则规范。

OSHA standards are primarily designed to protect employees, not the guests and the regulations focus on the areas where employees work, and materials used on the job and other safety issues.
制定职业安全与健康标准的首要目的是为了保障员工而非顾客，其规则内容也主要关乎员工的工作场所、工作物料使用和其他的安全问题。
All hospitality and tourism businesses should be aware and fully comply with the OSHA requirements.
所有的酒店旅游业商户都应知晓并遵守职业安全与健康的守则规范。
Similar regulations and governmental agencies exist in every country ensuring safety in the businesses.
每个国家都存在类似的政府机构和相关法规以保障商业活动安全。

OSHA mainly has requirements on work areas such as hallways, stairways, storerooms and service areas, also in exits, exit doors, emergency escape plans as well as sanitation issues for kitchens, bathrooms, food and beverage working areas, storerooms, washing areas and equipment standards.
OSHA的要求涵盖过道、楼梯、储藏室、服务区等工作区域，以及出口、安全门和紧急逃生计划，还有厨房、卫生间、餐饮工作区、储藏室、清洗区域和清洗设备的卫生标准。
Signs and tags and first aid supplies are regulated and should be available at all times.
标志、标牌和急救用品都应按规定摆放，并可随时使用。
OSHA compliance officers have the authority to inspect a property and these inspections are often done without notice.
职业安全与健康的合规专员有权利在没有通告的情况下随时检查建筑物业。

Compliance officers may inspect the property, equipment and records, can also include safety committee records as well as private discussions with employees.
除了建筑物、设备、记录之外，合规专员也有可能会翻阅安全委员会的记录或与员工进行私下交谈。
Failure to be in compliance with OSHA regulations can result in severe fines or the business being forced to close until the issues are resolved.
未能遵守职业安全与健康的守则法规可能会导致高额罚款或被迫停业，直至问题得到解决为止。

This section concludes Chapter 15 of your course. Thank you for your attention and participation.
以上为第15章的全部内容。感谢你的收看和积极参与。