现代饭店管理-英文版.pptx

现代饭店管理-英文版.pptx

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酒店管理概论课程介绍本课程要求学生了解现代酒店业的现状、酒店的基本框架、经营与管理酒店的基本方法，理解不同类型酒店的不同市场定位及特点，掌握酒店行业运营规律。

教材：

WelcometoHospitalityanIntroduction成绩评定：

平时成绩40%（考勤10%，课堂演讲+小论文30%），期末考成绩60%教材介绍OverviewandObjectivesKeyTermsFeaturePagesChapterSummaryEnd-of-ChapterExercisesOutliningitsscopeExamingitsmissionDescribingwaystopursueitsmanycareeropportunitiesoverviewsChapter1WelcometotheHospitalityIndustryThisChapterintroducestheindustryby:

LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustryKeyTermsamenitiesentrepreneurcuisinesGen-XersfusioncuisinesGestaltevaluationhospitalityandtourismnetworklabor-intensivehospitalityindustrymillennialgenerationServiceencounteron-linedistributiontrendstourismChapter1WelcometotheHospitalityIndustry1TheScopeoftheHospitalityIndustry1.1AnAge-OldIndustry1.2HospitalityandtheTourismNetwork1.2.1IndustryConnectionsandGlobalForces1.2.2LodgingIndustryComponent1.2.3FoodandBeverageIndustryComponent2Service-TheMissionandProductofHospitality2.1TheNatureoftheProduct2.2IssuesArisingfromProductDelivery2.2.1PerceptionofValue2.2.2TheServiceEncounter2.2.3AnalyzingtheServiceEncounter2.3PrincipleforAchievingGuestSatisfactionChapter1WelcometotheHospitalityIndustry3PursuingOpportunitiesinHospitality3.1OpportunitiesAbound3.2IdentifyingRequiredSkillsandAbilities3.3MeetingtheRequirements3.3.1FormalEducation3.3.2InformalEducation3.3.3Hotels,Restaurant,andTourismAssociation3.3.4ThroughLifelongLearningLOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry1TheScopeoftheHospitalityIndustryTheHospitalityindustryispartofalargenetworkthatincludesfoodservices,lodgingservices,recreationservices,travel-relatedservices,gaming/casinoservices,andproductsprovidedwithpersonalservicesinconjunctionwiththeaboveindustries.LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry1.1AnAge-OldIndustryThesestructures,thecaravanserai,wereateight-mileintervalsandoperatedmuchlikethepresent-dayMiddleEasternkahnsinthatthe;yprovidedshelter（forbothhumansandbeast）butnothing.Somevermin-infestedandpoor-qualityfood,butnotbad.AncientGreece:

Guestscouldchoosefromavarietyofdelicacies,includinggoatsmilkcheese,barleybread,peas,fish,figsAncientRome:

Therewerehotelsonallmainroadsandinthecities,thebetteroneshavingarestaurant,alavatory,bedroomswithkeysorboltsLOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry1.2HospitalityandtheTourismNetworkFoodserviceIndustryComponentsHospitalityIndustryLodingIndustryComponentsMerchandiseComponentRecreation,Sports,andEntertainmentComponentTransportationIndustryTravelandTourismLOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry1.2.1IndustryConnectionsandGlobalForcesWorkforceIssuesBabyboomers,Gen-Xers,millennialgeneration1.2.2LodgingIndustryComponent1.2.3FoodandIndustryComponentLodgingbesttypifiesthehospitalityindustry,becauseitinvolvesprovidingovernightsorlonger-termservicestoguests.Formanypeople,lodgingissimplyaplacetosleep.Forothers,lodgingfacilitiesareall-in-alloperationsthatextendbeyondprovidingabedandincludeentertainmentandrecreationfacilities.LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2ServiceTheMissionandProductofHospitalityServiceisboththemissionandtheproductofthehospitalityindustry.Sinceitisanintangibleproduct,noteveryonesperceptionofitisthesame.Itsimportancetotheindustryissecondtonone.LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2.1TheNatureoftheProductTheseindustriesproducetangibleproductsthatusuallyanbehandled,storedforfutureuse,anduniformlyproduced.Service,ontheotherhand,isanintangibleproduct.Restaurantsandhotelshaveatwofoldpurpose:

tosatisfyboththephysicalandpsychologicalexpectationsofguests.LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2.2IssuesArisingfromProductDelivery2.2.2TheServiceEncounterTheperiodoftimeinwhichacustomerdirectlyinteractswithaserviceisknownastheserviceencounter.Whatdoguestsexpectofhospitalityestablishmentsinclude:

guestswants,expect,anddemandservice,andthatservicemustbedeliveredincourteous,efficientmanner.Fivegeneralelementscomprisethescalebywhichservicemaybejudged:

（1）price-value,

（2）reliability,（3）responsiveness,（4）assurance,（5）empathyLOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2.2IssuesArisingfromProductDelivery2.2.2TheServiceEncounterFivegeneralelementscomprisethescalebywhichservicemaybejudged:

（1）price-value,

（2）reliability,（3）responsiveness,（4）assurance,（5）empathyIntheGestaltevaluation,theserviceencounterisevaluatedholistically“everythingwentright.”LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustryIsthereaServiceDeliverySystemFailure?

Isthere