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