| 为了响应双语教学的号召，培养复合型旅游管理人才，现根据近几年国内外专业书籍和期刊，针对旅游管理专业的学生及相关部门的培训编写了本书。本书介绍了当今酒店管理的相关知识，旨在帮助学生了解酒店管理和各环节，同时提高英语应用能力，通过动手实践和运用互联网信息，更快地了解国际酒店业的发展动向和有关的学术研究。 |
| 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 Manager’s Job 2. The Importance of Leadership Appendix Eight Manageria |
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