不脱丝长筒袜项目可研报告备案用(定制版)

Unit8HotelManagement饭店管理Learningobjects:学习目标Studytheimportantroleofthehotelwhichprovidesservicesfortouristsinthedestinationaswellasinthetransitregionwithinthetourismsystem(Leiper’smodel)在旅游系统（Leiper’smodel）中的框架中，学习饭店在旅游目的地和中转地为游客提供各种服务所发挥的重要作用Understandthestarclassificationofahotelandtheservicefacilitiesitprovides了解饭店星级分类以及饭店提供的服务设施Describethefunctionsofthe“fronthouse”and“backhouse”ofahotel陈述饭店“前房”和“后房”的作用Learningobjects:学习目标Appreciatetheguestcycleanditsworkingproceduresofeachstageinthecycle理解什么是顾客活动周期以及顾客活动周期中每一阶段的工作程序Explainthereasonswhythefrontofficeiscalledthe“hub”,“thenervecentre”orthe“brain”ofthehotel解释为什么前厅被称为饭店的“中心”，“中枢神经”或“大脑”的原因Describethemeasuresthatcanbetakentosecurethepropertiesofahotelandpreventthefraud陈述饭店采取什么措施确保饭店的财产安全，防范欺诈Understandthewayswhichareusedtoexpandahotelchainandthebenefitsthatthefranchisingoffers了解扩大饭店连销经营的方法以及特许经营的益处Abilitygoals:能力目标Casestudy:案例分析：盖特威饭店的经营管理ReadingBox:阅读分析：HotelChains饭店连锁1.什么是住宿业？•住宿业（lodgingindustry）通常被认为是旅游业的三大支柱之一。（旅行社、旅游交通、住宿业）。住宿业中的企业类型很多，住宿业所使用的称谓也不尽相同，例如宾馆、饭店、酒店、旅馆、旅社、招待所、度假村、度假营地等等。这些企业都是为不同类型的旅游者提供食宿接待服务而使自己得以生存和发展的。在这些众多的企业中，由于他们的设施条件和提供服务项目、范围和档次存在着巨大的区别，人们往往将他们划分为不同的类别。不同形式的饭店conventionhotelairporthotelresorthotelapartmenthotelmotelcommercialhotelheritagehotelyouthhotelCategoriesofhotelsCampingGroundInsHotelChainsTimeShares饭店是接待业（Hospitality）的一个重要组成部分，是以大厦或其它建筑设施为凭借,为旅游者的旅行提供食住、行、购、娱或其它服务的企业。2.什么是饭店？饭店构成条件由建筑物及装备完好的设施组成的接待场所它必须提供住宿、餐饮及其他服务是商业性的服务企业以营利为目的，所以其使用者一定要支付一定的费用服务的对象是公众3.饭店构成的条件4.饭店的地位和作用旅游业的重要支柱创造旅游收入的重要部门为社会创造直接和间接就业机会对外交往，社会交际活动中心带动其他行业的发展，为所在地区带来巨大的经济效益AdministrationFrontofficeHousekeepingFood&BeverageSecurityEngineering5.饭店的组成部分保安部行政部门前厅（中心）工程部餐饮部客房部酒店组织的构成6.饭店发展趋势6.1Multifunctionofservice服务功能的多样化旅游饭店基本功能食宿增加功能购物通讯娱乐会议6.2Modernizationoffacilitiesandcateringforpopulace设备的现代化与大众化并存旅游饭店高星级饭店往往最先使用一些最先进的技术设备十分重视将实用性与享受性结合，满足大众的需要6.3Globalizationoflodgingindustry饭店业的集团化经营•下表所示的调查结果中，我们可以看到饭店业集中化在中心国家中普遍存在。欧美部分国家饭店业集中化状况表国别被调查的饭店公司数平均拥有客房数饭店客房集中率％美国194419830.0英国59499523.5荷兰1473120.4法国14668818.1比利时1460314.1葡萄牙756613.0爱尔兰550512.2卢森堡428911.6德国11304310.0西班牙148323.2丹麦24162.3意大利1114591.7希腊53821.0资料来源：KleinwortBenson(1991)7.顾客活动周期Guestcycle顾客尚未到来阶段Pre-arrivalstage顾客抵店阶段Check-instage住宿阶段Occupationstage顾客离店阶段Check-outstage7.1Contactorpre-arrivalstage•Thefirstisthecontactorpre-arrivalstageduringwhichtheguestswillmakeachoiceamongmanyhotels.Whichhoteltheychoosetostayisdependentonavarietyoffactorsincludingpreviousexperienceswiththehotel,advertisements,recommendation,etc.Iftheguestscalltoinquiremoreinformationaboutthehotel,theattitude,efficiencyandknowledgeofthefrontofficestaffmayalsohaveastronginfluenceontheirdecision.7.2Check-inorarrivalstage•Thesecondstageiscalledcheckinorarrivalstagewhichinvolvessuchstepsasarrivingatthehotel,fillinginregistrationinformationandhavingtheirroomsassigned.Itisthefrontofficestaffwhoreceivestheguestswhentheyarriveatthehotel.So,theyarealsoresponsibleformakinganexplanationoftheguest-hotelrelationshipandtheexpectationfromtheguest.7.3Occupancystage•Thethirdstageistheoccupancystageatwhichthefrontofficewill,onbehalfofthehotel,keepincontactwiththeguestsandhelpthemhandleanyproblemtheymaymeetduringtheirstay.Thefrontofficehastheobligationtoprovidesatisfactoryservicefortheguestssothattheywillchoosetostayatthehotelagainandagain.7.4Check-outstage•Thelaststageoftheguestcycleisdepartureorcheckoutstage.Atthisstage,thehotelwillsettletheaccountswiththeguestsandstopprovidingservices.Atthesametime,theroomwillbecleanedoutandputinorderforserviceagainandthehousekeepingdepartmentwillreceivesomeadvicetoenhancethequalityoftheirservicefurther.讨论：Whyisthefrontofficeisoneofthemostimportantdepartmentsinthehotel?为什么说前厅是饭店最重要的部门之一？•前厅是饭店的窗口集中体现了饭店的整体形象和服务水平•前厅直接影响客人的心理活动和客人对饭店的满意程度•前厅的销售业绩直接影响饭店的收入和效益•前厅是信息传递的枢纽和业务协调中心•Itisthemostvisibleareaanditisinthisdepartmentthatthepublicmakestheirfirstcontactwiththehotelandgetsthefirstimpressionofit.Whethertheimpressionisfavorableornotdependsontheattitudeandefficiencyofthefrontofficestaff.Therefore,theworkofthedepartmentplaysavitalroleinthedevelopmentofthehotel.8.Worksinthefrontoffice8.1Welcomingarrivingguests•Whentheguestsarriveatthehotel,thereceptionistshouldgivethemawarmwelcomeandmakethemfeelathome.Otherwise,theywouldthinkthattheywereneglectedandwouldcausemanyproblemsonpurposeduringtheirstay.8.2Completingthehotelregister•Thereceptionistmustmakesurethatallguestsgothroughthelegalformalityofregistration.Theinformationfilledinwillbeinspectedbythepoliceattimes.Meanwhile,thehotelcanalsocollectsomeusefulmarketinginformationinthisway.8.3Recordingreservations•Thesellingofroomstendstomakethehighestprofitwithinthehotel,andtherefore,iscrucialtohotelprofitabilityandeffectivedevelopment.8.4Compilingguest’sbills•Duringtheirstay,theguestsmaymakevariousexpensesatdifferentdepartmentsofthehotel.Alloftheseexpendituresshouldberecordedandaddedontoonebillaccuratelylesttheguestsbeoverchargedorundercharged.Whentheguestscheckout,thebillshouldbepreparedandpresentedtothematonce.8.5Providinginformation•Thereceptiondeskprovidesservicedirectlyf