酒店管理英语

CHAPTER 1 Introduction
　　1. Travel in History
　　2. The Transportation Revolution
　　3. About Hospitality Industry
　　CHAPTER 2 Service Makes Kifference
　　1. What Is Service?
　　2. Characteristics of Services
　　3. Strategic Planning
　　4. The Strategic Service Vision
　　5. Keys to Delivering Good Service
　　CHAPTER 3 Understanding the World of Hotels
　　1. Hotel Industry
　　2. Hotel Guests
　　3. Hotel Categories
　　CHAPTER 4 Hotel Organization
　　1. How Is a Hotel Organized?
　　2. Revenue Centers
　　3. Cost Centers
　　CHAPTER 5 Managing and Leading Hospitality Enterrpises
　　1. A Managers Job
　　2. The Importance of Leadership
　　Appendix Eight Managerial/Leadership Roles
　　CHAPTER 6 Managing Human Resources
　　1. Labor Trends
　　2. Human Resources Programs
　　CHAPTER 7 Marketing Hospitality
　　1. The Marketing Concept
　　2. Sales Management
　　3. Advertising
　　4. Public Relations
　　5. Sales Promotion
　　CHAPTER 8 Hotel Contracts and Agreement
　　1. Development of Hotel Chains
　　2. Franchising Is Big Business
　　3. Why Management Companines Exist
　　4. Management Contracts
　　5. Joint Venture
　　6. Hotel Consortia
　　CHAPTER 9 Cost Control
　　1. Costing Concept
　　2. The Impact of Cost Structure on Profitability
　　CHAPTER 10 Globa Competition and the Future
　　1. Long-term Tourism Growth Trends
　　2. Tourism Grwth in Asia and the Pacific
　　3. Technolgy and Automation
　　4. Tourism and the Environment
　　5. Mergers, Acquisitions, Cooperative Arragements
　　Appendix1
　　Appendix2
　　Reference Books