Get the Basics Right
Understanding the Hospitality Industry
Evolution of the Hotel Industry
Concept of Time-sharing
Categories of Hotels
Hotel Outline
Chapter One Front Office Department 1
Unit 1 Position Description for a Front Desk Guest Service Agent
Unit 2 Tasks for Front Desk Morning Shift and the Hotel Grooming Standards
Unit 3 Tasks for Front Desk Afternoon Shift
Unit 4 Tasks for Front Desk Night Shift
Supplementary Readings
Reading Material 1: Room Status Code
Reading Material 2. Position Description for a Guest Service Manager GSM
Notes
Review Questions
Chapter Two Front Office Department 2
Unit 1 Guest Check-in and Check-out Procedure
Unit 2 Main Tasks for Concierge Staff and Their Respective Working Procedures
Unit 3 Main Tasks for Business Center Staff and Their Respective Working Procedures
Unit 4 Main Tasks for Operators and Their Respective Working Procedures
Supplementary Readings
Reading Material 1. Position Description for an Airport Representative
Reading Material 2. Emotional Labor
Notes
Review Questions
Chapter Three Housekeeping Department 1
Unit 1 Making a Bed and Cleaning a Guest Bathroom
Unit 2 Cleaning a Guest Room and Pest Control
Unit 3 Providing Turn-down Service
Unit 4 Managing Mini-bar BeverageConducting Linen and Uniform Inventory
Supplementary Readings
Reading Material 1: Aspects of Control and Autonomy for a Room Attendant
Reading Material 2: The Electronic Guestroom
Notes
Review Questions
Chapter Four Housekeeping Department 2
Unit 1 Handling Lost and Found and Other Tasks
Unit 2 Position Descriptions for an Order Taker and Keys Control
Unit 3 Handling Guest Laundry and Duties for a Laundry Attendant
Unit 4 Cleaning Public Areas
Supplementary Readings
Reading Material 1. Letter of Apology
Reading Material 2: Position Description for a Fitness Center Attendant
Notes
Review Questions
Chapter Five Food Beverage Department 1
Unit 1 Position Description for an FB Hostess
Unit 2 Table Setup and Chinese Dinner Serving Procedure
Unit 3 Work at Western Restaurant and Buffet Service Procedure
Unit 4 Room Service
Supplementary Readings
Reading Material 1. Employees'' Satisfaction with Schedule
Flexibility Decreases Staff''s Turnover
Intention in the Hotel Industry
Reading Material 2. Western Restaurant Menu
Notes
Review Questions
Chapter Six Food Beverage Department 2
Unit 1 Position Description for a Banquet Associate at a Banquet Service
Unit 2 Lobby LoungeBar Opening and Closing Checklist and Beverage Service
Unit 3 Outlets'' Communication with Both Kitchen and Stewarding
Unit 4 Handling Guest Complaints
Supplementary Readings
Reading Material 1: Styles of Background Music and Consumption in a Bar: An Empirical Evaluation
Reading Material 2: Position Description for a Stewarding Manager
Notes
Review Questions
Chapter Seven Security Department
Unit 1 Safety and Fire Prevention Guidelines
Unit 2 Preventing Theft
Unit 3 Position Description for Security Guards and Patrolling in the Hotel
Unit 4 Fire Emergency Plan
Supplementary Readings
Reading Material 1. Safety and Security in Hotels
Reading Material 2- Job Description fora Chief Security
Notes
Review Questions
Chapter Eight Engineering Department
Unit 1 Handling Maintenance Requests
Unit 2 Position Description for a Storekeeper and Engineering Tools Management
Unit 3 Outsourcing Service
Unit 4 Preventive Maintenance Work
Supplementary Readings
Reading Material 1: What is EMS and Barriers to EMS in the Hotel Industry?
Reading Material 2: Policy and Procedure for Energy Management
Notes
Review Questions
Chapter Nine Accounting Department
Unit 1 Position Description for a General Cashier
Unit 2 Credit Management
Unit 3 Handling Purchases and Main Duties for a Purchaser ...
Unit 4 Controlling Hotel Costs
Supplementary Readings
Reading Material 1. Information Security of Hotel Information Systems
Reading Material 2: Accounting in Hotels
Notes
Review Questions
Chapter Ten Sales and Marketing Department 1
Unit 1 Marketing Strategy and Marketing Mix
Unit 2 Hotel Revenue Management
Unit 3 Position Description for an Online Distribution Specialist
Unit 4 Handling Reservations
Supplementary Readings
Reading Material 1: How should Hotels be Operated in 2020?
Reading Material 2: Users'' Perceptions of TwoTypes of Hotel Reservation Websites
Notes
Review Questions
Chapter Eleven Sales and Marketing Department 2
Unit 1 Position Description for a Sales Specialist
Unit 2 Basics for Sales People
Unit 3 Preparing for a Sales Call and Negotiating with Potential Customers
Unit 4 Sales Contracts
Supplementary Readings
Reading Material 1: E-mail Template for a Cold Sales Letter
Reading Material 2: E-mail Template for a Follow-up of the Cold Call
Notes
Review Questions
Chapter Twelve Sales and Marketing Department 3
Unit 1 Position Description for a Catering Sales Specialist
Unit 2 Handling the Events
Unit 3 Event Arrangement and Banquet Event Order
Unit 4 Event Management from Perspectives of Diagnostics and Assessment
Supplementary Readings
Reading Material 1. E-mail Template for an Invitation to a Site Inspection
Reading Material 2.- E-mail Template for Thank You Letter Following an Event
Notes
Review Questions
Chapter Thirteen Human Resources Department
Unit I Interviewing and Recruiting New Staff
Unit 2 Orientation and Training for New Employees
Unit 3 Signing Employment Contract
Unit 4 Performance Evaluation, Motivation and Career Advancement
Supplementary Readings
Reading Material 1. Employees''Satisfaction with Schedule
Flexibility Decreases Staff''s Turnover
Intention in the Hotel Industry
Reading Material 2. Does Workplace Fun Matter?
Notes
Review Questions
Appendixes
1. Different Spellings of the Same Family Name
2. Useful Words and Expressions in Hotel Industry
Reference Books
致谢
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