現(xiàn)代飯店管理-英文版第一頁(yè)，共23頁(yè)。酒店管理概論第二頁(yè)，共23頁(yè)。課程介紹本課程要求學(xué)生了解現(xiàn)代酒店業(yè)的現(xiàn)狀、酒店的基本框架、經(jīng)營(yíng)與管理酒店的基本方法，理解不同類型酒店的不同市場(chǎng)定位及特點(diǎn)，掌握酒店行業(yè)運(yùn)營(yíng)規(guī)律。教材：WelcometoHospitality……anIntroduction成績(jī)?cè)u(píng)定：

平時(shí)成績(jī)40%(考勤10%，課堂演講+小論文30%)，期末考成績(jī)60%第三頁(yè)，共23頁(yè)。教材介紹OverviewandObjectivesKeyTermsFeaturePagesChapterSummaryEnd-of-ChapterExercises第四頁(yè)，共23頁(yè)。OutliningitsscopeExamingitsmissionDescribingwaystopursueitsmanycareeropportunitiesoverviewsChapter1WelcometotheHospitalityIndustryThisChapterintroducestheindustryby:第五頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustryKeyTermsamenitiesentrepreneurcuisinesGen-XersfusioncuisinesGestaltevaluationhospitalityandtourismnetworklabor-intensivehospitalityindustrymillennialgenerationServiceencounteron-linedistributiontrendstourism第六頁(yè)，共23頁(yè)。Chapter1WelcometotheHospitalityIndustry1TheScopeoftheHospitalityIndustry1.1AnAge-OldIndustry1.2HospitalityandtheTourismNetwork

1.2.1IndustryConnectionsandGlobalForces

1.2.2LodgingIndustryComponent1.2.3FoodandBeverageIndustryComponent2Service-TheMissionandProductofHospitality2.1TheNatureoftheProduct2.2IssuesArisingfromProductDelivery

2.2.1PerceptionofValue2.2.2TheServiceEncounter

2.2.3AnalyzingtheServiceEncounter

2.3PrincipleforAchievingGuestSatisfaction第七頁(yè)，共23頁(yè)。Chapter1WelcometotheHospitalityIndustry3PursuingOpportunitiesinHospitality3.1OpportunitiesAbound3.2IdentifyingRequiredSkillsandAbilities3.3MeetingtheRequirements

3.3.1FormalEducation3.3.2InformalEducation3.3.3Hotels,Restaurant,andTourismAssociation3.3.4ThroughLifelongLearning

第八頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry1TheScopeoftheHospitalityIndustryTheHospitalityindustryispartofalargenetworkthatincludesfoodservices,lodgingservices,recreationservices,travel-relatedservices,gaming/casinoservices,andproductsprovidedwithpersonalservicesinconjunctionwiththeaboveindustries.第九頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry1.1AnAge-OldIndustryThesestructures,thecaravanserai,wereateight-mileintervalsandoperatedmuchlikethepresent-dayMiddleEasternkahnsinthatthe;yprovidedshelter(forbothhumansandbeast)butnothing.Somevermin-infestedandpoor-qualityfood,butnotbad.AncientGreece:Guestscouldchoosefromavarietyofdelicacies,includinggoat’smilkcheese,barleybread,peas,fish,figs……AncientRome:Therewerehotelsonallmainroadsandinthecities,thebetteroneshavingarestaurant,alavatory,bedroomswithkeysorbolts……第十頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry1.2HospitalityandtheTourismNetworkFoodserviceIndustryComponentsHospitalityIndustryLodingIndustryComponentsMerchandiseComponentRecreation,Sports,andEntertainmentComponentTransportationIndustryTravelandTourism第十一頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry1.2.1IndustryConnectionsandGlobalForcesWorkforceIssuesBabyboomers,Gen-Xers,millennialgeneration1.2.2LodgingIndustryComponent1.2.3FoodandIndustryComponentLodgingbesttypifiesthehospitalityindustry,becauseitinvolvesprovidingovernightsorlonger-termservicestoguests.Formanypeople,lodgingissimplyaplacetosleep.Forothers,lodgingfacilitiesareall-in-alloperationsthatextendbeyondprovidingabedandincludeentertainmentandrecreationfacilities.第十二頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2Service–TheMissionandProductofHospitalityServiceisboththemissionandtheproductofthehospitalityindustry.Sinceitisanintangibleproduct,noteveryone’sperceptionofitisthesame.Itsimportancetotheindustryissecondtonone.第十三頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2.1TheNatureoftheProductTheseindustriesproducetangibleproductsthatusuallyanbehandled,storedforfutureuse,anduniformlyproduced.Service,ontheotherhand,isanintangibleproduct.Restaurantsandhotelshaveatwofoldpurpose:tosatisfyboththephysicalandpsychologicalexpectationsofguests.第十四頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2.2IssuesArisingfromProductDelivery2.2.2TheServiceEncounterTheperiodoftimeinwhichacustomerdirectlyinteractswithaserviceisknownastheserviceencounter.

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

※Fivegeneralelementscomprisethescalebywhichservicemaybejudged:(1)price-value,(2)reliability,(3)responsiveness,(4)assurance,(5)empathy

第十五頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2.2IssuesArisingfromProductDelivery2.2.2TheServiceEncounter

※Fivegeneralelementscomprisethescalebywhichservicemaybejudged:(1)price-value,(2)reliability,(3)responsiveness,(4)assurance,(5)empathy

※IntheGestaltevaluation,theserviceencounterisevaluatedholistically“everythingwentright.”

第十六頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustryIsthereaServiceDeliverySystemFailure?IsthereanImplicit/ExplicitRequestforAccommodation?IsthereanUnprompted/UnsolicitedActionbyEmployee??YESNO?YESNO?YESNONatureofRequest/Need?NatureofRequest/Need?NatureofRequest/Need?UnavailableSlowOtherFailureSpecialNeedsCustomerPreferenceCustomerErrorDisruptiveOthersLevelofAttentionUnusualActionCultureNormsGestaltAdverseConditionsIncidentSortingProcessofServiceEncounters第十七頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry2.3PrincipleforAchievingGuestSatisfaction1.Recognizeyourguest.2.Makeapositivefirstimpression.3.Fullfillyourguests’expectation.4.Reducetheeffortrequiredofthecustomer.5.Facilitatecustomerdecisionmaking.6.Focusonthecustomer’sperception.7.Avoidviolatingthecustomer’sunspokentimelimits.8.Creatingmemoriesthecustomerwillwanttorecapturewiththecontextofhisorherexceptionexperiencefromtheserviceencounter.9.Expectyourcustomertorememberbadexperiences.10.Putyourcustomerinyourdebt.第十八頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry3PursuingOpportunitiesinHospitalityThebroadscopeofthehospitalityindustryoffersmanycareeropportunities,includingmanagementandentrepreneurship.Careeradvancementmaybeacceleratedthroughobtainingasolideducationandgainingmeaningfulpracticalexperience.第十九頁(yè)，共23頁(yè)。LOREMIPSUMDOLORChapter1WelcometotheHospitalityIndustry3.1OpportunitiesAboundTourandTravelManagementHumanResourcesManagementSpecialEventsManagementSportsManagementClubManagementGamingHospitality,besides