1第一章酒店运营管理概述Chapter 1Introduction of hotel operation and management第一节酒店基本概念和分类1Basic hotel concepts and classifications第二节中外酒店业发展简史8A brief history of the development of hotel industry at home and abroad第三节酒店运营管理基础知识与方法10Basic knowledge and methods of hotel operation and management第四节互联网 背景下的中国酒店业14Chinese hotel industry in the context of Internet 20第二章酒店投资与开发Chapter 2Hotel investment and exploitation第一节酒店投资概述20Introduction of hotel investment第二节酒店投资决策要素分析23Contents and methods of hotel investment decision analysis第三节酒店投资与开发测评30Economic considerations of hotel investment and exploitation42第三章酒店窗口部门的运营与管理Chapter 3Operation and management of hotel window department第一节酒店前厅部运营与管理43Operation and management of hotel lobby第二节酒店客房部运营与管理51Operation and management of hotel housekeeping第三节酒店餐饮部运营与管理62Operation and management of hotel catering目录 70第四章现代酒店营销管理Chapter 4Modern hotel marketing management第一节酒店营销活动概述71Introduction of hotel marketing第二节酒店服务营销75Hotel services marketing第三节酒店关系营销79Hotel relationship marketing第四节酒店营销创新84Innovation of hotel marketing92第五章现代酒店人力资源管理Chapter 5Modern hotel human resource management第一节酒店人力资源概述92Introduction of hotel human resource第二节酒店员工的招聘96Recruitment of hotel employees第三节酒店员工培训103Training and development of hotel employees第四节酒店绩效管理106Hotel performance management第五节酒店薪酬福利管理112Hotel salary and welfare management118第六章现代酒店服务质量管理Chapter 6Modern hotel service quality management第一节酒店服务质量概述118Introduction of hotel service quality第二节酒店服务质量的评价120Evaluation of hotel service quality第三节酒店服务质量管理策略124Strategies of hotel service quality management134第七章酒店财务与收益管理Chapter 7Hotel finance and revenue management第一节酒店财务分析134Methods of hotel financial analysis第二节酒店收益管理142Hotel revenue management第三节资本市场中的酒店管理150Hotel management in capital market第四节基于Cesim软件的模拟管理方法155Management methods based on CESIM168第八章现代酒店信息化管理Chapter 8Modern hotel information management第一节酒店电子商务概论169Introduction of hotel ecommerce第二节酒店网上订房171Hotel online booking第三节酒店CRM管理与实践179Hotel customer relationship management and its practice190第九章现代酒店业全价值链管理Chapter 9The whole value chain management of modern hotel第一节现代酒店业全价值链解读190Interpretation of the whole value chain第二节现代酒店业全价值链投资策略201Investment strategies of the whole value chain第三节现代酒店业全价值链投资盈利模式206Profit model of the whole value chain214第十章现代酒店集团化运营与管理Chapter 10Operation and management of modern hotel group第一节世界酒店集团化发展的历史与现状215History and present situation of global hotel group第二节酒店集团化运营的优势与管理模式219Operation strength and management models of hotel group第三节世界著名酒店集团化运营管理的策略221Operation and management strategies of global famous hotel groups第四节我国酒店集团化运营管理现状与趋势227Present situation and trends of Chinese hotel group management237附录Appendix243参考文献References