饭店管理专业英语PDF电子书下载

Unit 1 General Introduction to Hotel Management 1

Unit 2 Organizational Structure of a Hotel 17

Unit 3 Service Quality and Total Quality Management 25

Unit 4 Human Resources Management 39

Unit 5 Customer Relationship Management 55

Unit 6 Marketing Management 65

Unit 7 Accounting Management 81

Unit 8 Management of the Front Office 97

Unit 9 Case Study：a Day in the Life of a Front Office Manager 109

Unit 10 Management of the Housekeeping Department 117

Unit 11 Management of the Food and Beverage Department 127

Unit 12 Management of the Recreation Department 141

Unit 13 Hotel Equipment Management 147

Unit 14 Security and Hygiene Management 167

Unit 15 Management of Legal Environment 191

Unit 16 Hotel Management Information System 203

Unit 17 Operation of Hotel Groups 221

Unit 18 Case Study：Marriott 241

Key to the Exercises 263