饭店管理实务英语 培训者与培训生之间的对话PDF电子书下载

Chapter One Hotel History and Hotel Organization 1

Unit 1 Evolution of Hotel Industry 3

Unit 2 Categories of Hotels 7

Unit 3 Hotel Outline and Its Organization Chart 11

Supplementary Readings 17

Reading Material 1:Hotel Rating Systems 17

Reading Material 2:A Day in the Life of Hotel GM of Keaton Woods 18

Reading Material 3:Normal Activities of a Hotel Manager at Riu 19

Reading Material 4:Noted Hospitality Leader Elaine G.Etess 21

Notes 22

Review Questions 25

Chapter Two Front Office Department 27

Unit 1 Guest Check-in and Check-out Procedure 29

Unit 2 Job Descriptions for Concierge Staff and Working Procedures 40

Unit 3 Job Descriptions for Business Center Staff and Working Procedures 47

Unit 4 Job Descriptions for Operators and Working Procedures 54

Supplementary Readings 59

Reading Material 1:A Day in the Life of Front Desk Clerk 59

Reading Material 2:A Concierge Manager's Day 60

Reading Material 3:Guest Histories 62

Reading Material 4:Antifraud Passports 63

Notes 63

Review Questions 67

Chapter Three Housekeeping Department(1) 69

Unit 1 Making a Bed 71

Unit 2 Cleaning the Guest Bathroom 73

Unit 3 Cleaning the Guest Room and Pest Control 77

Unit 4 Cleaning Public Area/Carpet Spot Cleaning/Cleaning the Office and Locker Room 85

Supplementary Readings 94

Reading Material 1:Executive Housekeeper at the White House 94

Reading Material 2:The Importance of Details 96

Reading Material 3:Meeting the Cleaning Challenges of an All-suite Hotel 96

Reading Material 4:Spot Removal Tips 97

Notes 98

Review Questions 102

Chapter Four Housekeeping Department(2) 103

Unit 1 Providing Turn-down Service 105

Unit 2 Managing Mini-bar Beverage/Conducting Linen and Uniform Inventory 112

Unit 3 Checking Room Status 117

Unit 4 Handling Guest Laundry 120

Supplementary Readings 123

Reading Material 1:The Executive Housekeeper's Day 123

Reading Material 2:Expert's Cleaning Tips 124

Reading Material 3:The Damp Sheet Saya 125

Reading Material 4:Overhaul the Outmoded Laundry 126

Notes 128

Review Questions 129

Chapter Five Housekeeping Department(3) 131

Unit 1 Controlling Keys and Master Keys/Job Descriptions for an OrderTaker 133

Unit 2 Handling the Daily Work Report 138

Unit 3 Handling Lost and Found 142

Unit 4 Scheduling Guest Room Maintenance 147

Supplementary Readings 153

Reading Material 1:Cleaning Specialty Hotels 153

Reading Material 2:To Catch a Thief 154

Reading Material 3:Is It Safer to Have the Door Open or Closed during Room Cleaning? 155

Reading Material 4:Surprise Inspections 156

Notes 156

Review Questions 158

Chapter Six Food & Beverage Department(1) 159

Unit 1 Serving Breakfast in a Chinese Restaurant 161

Unit 2 Serving Chinese Lunch 166

Unit 3 Serving Chinese Dinner 170

Unit 4 Private Dining Room(PDR)Service 172

Supplementary Readings 175

Reading Material 1:Menu Design 175

Reading Material 2:Chef Supreme Auguste Escoffier 176

Reading Material 3:Rothschild's Winery 177

Reading Material 4:The Diner 178

Notes 179

Review Questions 182

Chapter Seven Food & Beverage Department(2) 183

Unit 1 Breakfast Buffet in a Western Restaurant 185

Unit 2 Serving Lunch/Dinner Buffet in a Western Restaurant 187

Unit 3 Serving A-La-Carte in a Western Restaurant 190

Unit 4 Handling Guest Complaints 192

Supplementary Readings 194

Reading Material 1:A Day in the Life of Sommelier 194

Reading Material 2:"Father"of Champagne 195

Reading Material 3:A Day in the Life of a Chef 197

Reading Material 4:A Club Manager's Day of Life 198

Notes 200

Review Questions 201

Chapter Eight Food & Beverage Department(3) 203

Unit 1 Room Service 205

Unit 2 Setting-up a Banquet 207

Unit 3 Serving Coffee,Tea and Cakes in a Lobby Lounge 210

Unit 4 Outlets Communicating with Kitchen and Stewarding 213

Supplementary Readings 214

Reading Material 1:Hot'N Now 214

Reading Material 2:Informed About Destination Health Risks 215

Reading Material 3:Food Sculpting 216

Reading Material 4:Chef's Uniform 216

Notes 217

Review Questions 219

Chapter Nine Security Department 221

Unit 1 Safety and Fire Prevention Guidelines/Dealing with the Fire Situation 223

Unit 2 Preventing Theft 225

Unit 3 Patrolling in the Hotel 227

Unit 4 Job Descriptions for Fire Control Center Staff 229

Supplementary Readings 230

Reading Material 1:Rules and Regulations for Internet Security Management 230

Reading Material 2:Cruise Safety 231

Notes 232

Review Questions 234

Chapter Ten Sales & Marketing Department 235

Unit 1 Handling Reservation 237

Unit 2 Preparing for a Sales Call/Negotiating with Potential 241

Customers 241

Unit 3 Following up a Sales Call 245

Unit 4 Handling Visiting Patrons 255

Supplementary Readings 262

Reading Material 1:A Meeting Planner's Day of Life 262

Reading Material 2:Market Analyst 263

Reading Material 3:Environmental Friendly Meetings 264

Reading Material 4:Travel Agency Pioneer Thomas Cook 265

Notes 266

Review Questions 268

Chapter Eleven Accounting Department 269

Unit 1 Job Descriptions for a General Cashier 271

Unit 2 Purchasing Department 274

Unit 3 Controlling Hotel Costs 277

Unit 4 Daily Control of Accounts Receivable 283

Supplementary Readings 285

Reading Material 1:Break-even Occupancy 285

Reading Material 2:Currency 285

Reading Material 3:Master of Hotel Finance Conrad Hilton 286

Notes 288

Review Questions 289

Chapter Twelve Engineering Department 291

Unit 1 Handling Maintenance Requests 293

Unit 2 Managing Engineering Tools 297

Unit 3 Preventive Maintenanee Work Plans 302

Unit 4 Yearly Maintenance Details in Hotel Guest Rooms 309

Supplementary Readings 313

Reading Material 1:A Chief Engineer's Day of Life 313

Reading Material 2:Converting to Non-smoking Rooms 314

Reading Material 3:A Day in the Life of an Architect-John Portman 315

Notes 316

Review Questions 317

Chapter Thirteen Human Resources Department 319

Unit 1 Interviewing and Recruiting New Staff 321

Unit 2 Orientation and Training for New Employees 326

Unit 3 Signing Employment Contract 351

Unit 4 Performance Evaluation,Motivation and Career Advancement 354

Supplementary Readings 361

Reading Material 1:A Human Resources Director's Day 361

Reading Material 2:Three Pieces of Advice from the Experts 362

Reading Material 3:Employment Contract for Local Expatriate(Chinese) 366

Reading Material 4:Employment Contract for Expatriate 368

Notes 372

Review Questions 376

Chapter Fourteen Trends for Hospitality Industry 377

Supplementary Readings 381

Reading Material 1:John Muir,the Founder of Sierra Club-an Environmental Protection Society 381

Reading Material 2:Language Classes 382

Reading Material 3:Breaking Down Barriers 382

Reading Material 4:Trends in Hospitality Education 383

Notes 384

Review Questions 385

Appendix 386

1．Different Spellings of the Same Family Name 386

2．Useful Words and Expressions in Hotel Industry 389

3．World Famous Hotel Groups(2006) 401

Reference Books 402