饭店管理概论外语学习材料.docx
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饭店管理概论外语学习材料.docx
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饭店管理概论外语学习材料
《饭店管理概论》学习材料
阅读材料1,IntroductionofHospitalityIndustry(饭店业概述)
Theoriginofhospitalityisthecordialandgenerousreceptionandentertainmentofguests,eithersociallyorcommercially.
Thehospitalityindustrycomprisesthosebusinessesthatprovideservices,primarilyaccommodations,foodandbeverages,notonlytothosetravelingforpleasure,butalsothebusinesstraveler.Nowitisalargeenterprise,knownasthetravelandtourismindustryorapartofit.ManyexpertsandscholarsconsiderAirlines,buscompanies,cruiselines,carrentalagencies,amusementparks,touroperators,restaurants,barsandhotelsareallpartofthisindustry.Thetravelandtourismindustryisavastgroupofbusinessprovidingnecessaryordesiredproductsandservicestotravelers.Travelandtourismhasbeenrecognizedasthelargestcivilianindustryintheworld,employingoneoutofeverytenpersonsworldwide.(WorldTravelandTourismCouncilReport,1992)Itincludeseverythingarisingfromtheinteractionoftravelerswiththebusiness,governments,andpeoplewhomakethattravelpossible.Itisthethirdlargestindustry.
阅读材料2,KindsandCharacteristicsofHotels(饭店种类与特点)
Ahotelisacommercialestablishmentprovidinglodging,andusuallymealsandotherservicesforpublic,especiallyfortravelers.Itisusuallyasageneraltermforhotels,motels,inns,conferencecentersandotherlodgingproperties.Thecharacteristicsofdifferenthotelsareshownbelow:
1.CommercialHotel
Acommercialhotelimpliesapropertythatcatersprimarilytobusinessclients.Theyareusuallylocatedinadowntownorcommercialdistricts,andmaybesmall,mediumandlargeinsize.Amenitiesprovidedforguestsinsomepropertiesincludefreenewspaper,morningcoffee,freelocaltelephonecalls,andcomputerterminalsinguestrooms.Inaddition,carrentalarrangements,airportpick-upservices,coffeeshopsandsemi-formaldiningroomsandcocktailloungesmaybeprovidedforguestsandtheirbusinesscontracts.Mostcommercialhotelshaveanumberofconferenceroomsorsuitesavailable;groupmealservicemaybefurnished.Inthelobbyareaofacommercialhotelaone-daylaundry-valetservice,uniformservice,conciergeservice,aticketoffice,aticketoffice,andgiftshopsfortheguest’sconveniencemayoftenbefound.Swimmingpools,healthclubs,saunas,andevenjoggingareasarealsosometimesprovidedonthepremises.Althoughtheprimaryobjectiveofcommercialhotelsistoservebusinesstravelers,manytourgroups,individualtourists,andsmallconferencegroupsalsofindthesehotelsattractive.
2.AirportHotel
Itislocatednearairport.Varywidelyinsizeandservicelevel.
Typicaltargetmarketsincludebusinessclientele,airlinepassengersandcanceledflights,airlinepersonnel.Theguestsenjoysignificantcostsavingsandconvenience.
3.Motel
Itistwostoryorlow-risebuilding,locatednearhighway.Itoffersmediumrangeofservices.Poolareaisoftenwithshrubbery.Thechildren’splaygroundisthetrademark.
4.SuiteHotel
Itappealstodifferentmarketsegments.Theyincludeprofessors,engineers,accountants,lawyersandexecutives.Theguestroomsarewithlivingroomandaseparatebedroom.Suitesincludeacompactkitchenettewitharefrigerator.Travelersenjoythecomfortsof“homeawayfromhome”.Someoffercomplimentaryeveningreception,breakfast,snackservice.
5.ResidentialHotel
Theyprovidepermanentaccommodations.Theyarelocatedinurbanorsuburbanarea.Theyafforddaily,limitedservices.Theguestquartersincludeasittingroom,bedroom,andsmallkitchenette.ResidentialHotel
Oftenprovidedailyhousekeeping,frontdesk,anduniformedservices.
Arestaurantandloungemayalsobelocated.
6.ExtendedStay
Theyaresimilartosuitehotelsanddesignedfortravelerswhointendtostayfivedaysorlonger.Theextendedstaycanmeettheneedswhorequirereducedhotelserviceandnotprovidingunformedservices,F&Borguestlaundryserviceandbringmoreofahomelikefeelingtotheinteriorandexteriordesigns.Roomratesareoftendeterminedbythelengthofstay.
7.ResortHotel
Itislocatedawayfromcrowdedresidentialareas,inthemountains,onanisland,orinsomeotherexoticlocation.Recreationalfacilitiesandbreathtakingsceneryaretypical.Itprovidesextensivefoodandbeverage,valetandroomservicesandspecialactivitiesforguests(golf,horsebackriding).Itshowsmoreleisurelyandrelaxedatmosphere.ResortHotelprovidesenjoyableexperiencestoencouragerepeatbusinessandword-of-mouthrecommendations.Activitiesarearrangedforgroupsofguestsbyemploysocialdirectorswhoplan,organize,anddirectprograms.
8.ConferenceCenter
Theyaredesignedtohandlegroupmeetingsandofferovernightaccommodationformeetingattendees.ConferenceCenterprovideallserviceandequipmentnecessarytoensureameeting’ssuccess.Theyincludeaudiovisualequipment,multimedia,businesscenters,flexibleseatingarrangementsandextensiveleisurefacilities.Theyarelocatedoutsidemetropolitanareas.ConferenceCenterchargesmeetingplannersasingleprice.
9.ConventionHotel
ConventionHoteloffersasmanyas2000roomsormore.Ithasabigexhibithallspace,plusballrooms,assortmentofmeetingroomsanddiningfacilitiesrangingfromself-servicerestaurantsorcafeteriastoelaborateformaldiningrooms.Itservesafulllineofbusinessserviceandattractstheconventionmarketandcorporatemeetingsanddonothaveallfacilitiesneeded,butareaffiliatedwithalocalconventioncenter.
10.Lodge
Theyoffertheguestamediumrangeofservices.Thesizeisusuallysmall,fromtentoonehundredunits.Theyareoftenlocatedinsuburbanorhighwayareas.Thegueststaycanbeovernightorseveraldays.Alodge
isassociatedwithasport,arecreationalactivityortheme.
11.BedandBreakfastHotel
TheyaresometimescalledB&Bs.Thehotelrangesfromhousestosmallcommercialbuildings.Breakfastisfromasimplecontinentaltoafullmeal.Mostofferonlylodgingandlimitedfoodservice.Thepriceforaroomisgenerallylowerthanatfullservicehotel.
阅读材料3,MTGLodgingStarDefinitions(美孚旅行指南体系饭店等级标准)
Thecriteriaaresuggestedcriteriaofwhataguestcangenerallyexpectateachstarlevel.Theyarenotindividuallymandatednoraretheylimitedtothoseitemslisted.Thesearemerelyarepresentativesamplingofthehundredsofpointscoveredduringinspectionprocess.Ateachlevelthelodgingestablishmentisrequiredtomeetorexceedtherequirementsofthepreviousstarrating.
1.One-StarLodgingEstablishment
Itisalimitedserviceinahotel/motel/innthatisconsideredaclean,comfortableandreliableestablishment.
2.Two-StarLodgingEstablishment
AHotel/Resort/Innisconsideredaclean,comfortableandreliableestablishment,butalsohasexpandedamenities,suchasafull-serviceRestaurantonLodgingEstablishment.
3.Three-StarLodgingEstablishment
AHotel/Resort/Innwhichiswell-appointed,withafull-serviceRestaurantandexpandedamenities,suchas,butnotlimitedto:
fitnesscenter,golfcourse,tenniscourts,24-hourroomservice,andoptionalturndownservice.
4.Four-StarLodgingEstablishment
Thefour-starhotel/resort/innprovidesaluxuryexperiencewithexpandedamenitiesinadistinctiveenvironment.Servicesmayinclude,butarenotlimitedto:
turndownservice,24hourroomservice,andvaletparking.
5.Five-StarLodgingEstablishment
Itprovidesconsistentlysuperlativeserviceinanexceptionallydistinctiveluxuryenvironmentwithexpandedservices.AttentiontodetailisevidentthroughouttheHotel/Resort/Innfromthebedlinenstostaffuniforms.
阅读材料4,Three-StarLodgingEstablishmentinAmerica(美国三星级饭店质量标准)
Anestablishmentthatiswell-appointed,withfullservicesandexpandedamenities.GuestsataThree-StarHotel,ResortorInncanexpecttofindallofthequalitiesforaTwo-StarHotel,ResortorInnplusthefollowingcharacteristics:
Servicedetailincludesturndownservice,valetparking,baggageassistance,samedaylaundryanddrycleaning,complimentarynewspapersaredeliveredtoroom,completeroomservice,workstation,basicfitnessequipments,fullbreakfast.
Facilitiesdetailincludeson-sitestore(highquality,majorbrand,sundryselections),publicphonebookdisplayedinattractivecover
pay-movieselectionsthroughtelevision,suiteaccommodations
Guestroomdetailisthateachguestroomhastwophones,comfortabledeskandchairwithtelephoneandlight,insulatedicebucket,glasswareinroom,minibar,coffeemaker,ceramiccupsandnapkins;Pillowsareplushandfull,nofoam;theframedartworksorinterestingarchitecturalfeaturesexistinroom;Excellentlightingisprovidedinbathroom;Hygienicsoap,shampooandfourotherbathamenities;Amenitiesarepresentedattractivelyandthoughtfully;Towelsareofabsorbentquality,withsoftnapandnodiscoloration;Guestroomisofgeneroussize,andprovidesampleseatingformorethantwopersons;SpecializedFacilityDetailincludesBusinessCenter,Spa,poolorfitnesscentercomplimentaryandtennis.
阅读材料5,FunctionsandSkillsofHospitalityManagement(酒店管理的职能与技术)
Arefirst-linesupervisorsreallymanagers?
Yesindeed.Amanagerisapersonwhodirectsandcontrolsanassignedsegmentoftheworkinanenterprise.Althoughsupervisorsoftendonothavethetitleofmanager,althoughmidlevelmanagersandtopexecutivesinlargeenterprisesmaynotregardthemaspartof“themanagementteam,”supervisorshavecrossedthatlinefromtheworkers’sidetothemanagementside,andtheyperformthefunctionsofmanagementintheirareaofcontrol.Then,whatarethefunctionsofmanagement?
1.TheTheory
Themanagementthe
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