Modern hotel management classic directory

>¨ How hotel group headquarters handles complaints from guests

Section 3 Probability and disciplinary management in modern hotels

¨ Making discipline constructive

¨ Psychology Relationship status and management methods of managers

¨ Guidelines for constructive punishment

Chapter 14 Management methods of modern hotel budget and finance

Chapter 1 Section 2. Budget and financial management methods for daily hotel operations

Section 2. Requirements for hotel internal control

¨ Establish correct control concepts

¨ Clarify responsibilities

¨ p>

¨ Keep adequate written records

¨ Separate responsibilities for related matters

¨ Explain the significance of inspection and verification work

¨ Frequently change employees

¨ Use machines to replace human operations

¨ Establish control standards and analysis and reporting systems

¨ Implement systematic supervision and inspection

¨ Procurement Control

¨ Cash Receipt Control

¨ Cash Expenditure Control

Section 4 Methods to prevent theft or fraud

¨ Problems in transportation

¨ Problems in acceptance and storage

¨ Cash reserves Questions in

¨ Questions in Accounts Payable and Payroll

¨ Questions in Food and Beverage Sales

¨ Questions in Bar Sales< /p>

¨ Problems at the front desk

Chapter 15: Power Management Methods in Modern Hotels

Section 1: The Relationship Between Satisfaction and Motivation

Section 2: Selection of hierarchical and comprehensive power factors

Section 3: Identification and control of power factors and non-power factors

Section 4: Mild adjustment of power and control

¨ Direct adjustment and control of power intensity

¨ Direct adjustment and control of power intensity

Chapter 16 Demand Management Methods of Modern Hotels< /p>

Section 1: Collection and analysis methods of hotel customer data

¨ Describe the characteristics of your customers

¨ Master the key points and changing trends of target customer needs< /p>

¨ In-depth understanding of guest opinions

¨ Conduct special surveys

Section 2 Continuously grasp the new trend of world needs

Section 3 Management methods for different demand states of hotels

Chapter 17: Modern hotel market segmentation and marketing strategy selection methods

Section 1: Hotel market segmentation methods

Section 2: Selection of hotel target market

Section 3: Selection of hotel target market marketing strategy

Section 4: Selection of hotel products and publicity and promotion strategies

Chapter 18 Management Methods of Modern Hotel Products

Section 1: Design of Hotel Core Products, Actual Products and Additional Products

Section 2: Mastering Guests’ Considerations when Choosing a Hotel The main factors

¨ The factors that guests consider when choosing a hotel for the first time

¨ The factors that guests consider when choosing a hotel again

¨ The factors that guests consider when choosing a hotel again Factors

¨ Guests’ perceptions of the importance of various hotel facilities, services and supplies

¨ Guests’ perceptions of the importance of various personal care products

¨ Guests’ opinions on the importance of the quality of various soaps

¨ Guests’ opinions on the importance of the quality of various shampoos

¨ Guests’ opinions on the importance of product trademarks

¨ Classification of products

¨ Adjustments and business strategies for different types of products

¨ Hotels Successful Experience in Dynamic Adjustment Strategies for Product Marketing

Chapter 19: Price Decision-Making Methods for Modern Hotels

Section 1: Principles of Hotel Price Setting

Section 2 Selection of five market transaction prices

Section 3: Using guests’ opinions on products

Pricing from the perspective of value

Section 4: Selection of low price and high price strategies

Section 5: Sample of hotel price list design

Chapter 20 Modern Communication technology for hotel international marketing

Section 1 Obstacles of self-reference in customer service decision-making

Section 2 Requirements for foreign language translation

Section 3 High Identification and Countermeasures of Personal Relationship Culture and Low Personal Relationship Culture Types

Section 4: Mastering the Etiquette and Rhythm of Business Activities

Section 5: Monochrome Time View and Polychrome Identification and coordination of time perspective

Section 6: How to give gifts to people from different countries

¨ Things to note when giving gifts to Japanese people

¨ Giving gifts to Europeans Things to note

¨ Things to note when giving gifts to Americans

¨ Things to note when giving gifts to Arabs

¨ Things to note when giving gifts to Latin Americans

¨ Things to note when giving gifts to Chinese people

Chapter 21 Promotion Methods of Theme Activities, Conferences and Incentive Travel

Section 1 Promotion of Theme Activities Methods

Section 2 Promotion Methods for Meetings and Incentive Travel

¨ Discover opportunities in the meeting and incentive travel market

¨ Understand the demand characteristics and characteristics of different meeting markets Key Points of Promotion

¨ Designing Promotional Materials for the Conference Market

Chapter 22 Promotion Methods of Honorary Guest Reward Club

Section 1 Honorary Guest Rewards of Foreign Hotels The Development Trend of Clubs

Section 2 Specific Practices of Honorary Guest Reward Clubs in Foreign Hotels

¨ Design an application form to quickly join the Honorary Guest Reward Club

¨ Introduce the specific regulations of the Honorary Guest Award Club and the directory of participating hotels

¨ Develop an incentive activity plan and explain the precautions for incentive activities

Section 3: my country’s hotels use this method Issues to note

Chapter 23: Management methods of membership clubs

Section 1: Management methods of hotel fitness and entertainment clubs

¨ Facility services and Price

¨ Rules of fitness and entertainment clubs

Section 2: Business methods of independent membership clubs

¨ Characteristics and reasons for development of independent membership clubs

¨ The operation situation of Vienna City Club

¨ The general way of operating membership clubs

Section 3 Case analysis of the operation of membership clubs in my country

¨ Design of club rules

¨ Precautions and procedures for membership membership

¨ Design of fee schedules for members and general guests

¨ Others Creation and provision of preferential treatment

Chapter 24 Operation and management methods of foreign-related business buildings

Section 1 Main services and operating departments of foreign-related business buildings

¨ The work of the main service desk in the business building

¨ The work of the main service desk in the apartment building

¨ The work of the business department or sales department

Section 2 Foreign Business The operation and service of the building

¨ The business strategy of the foreign-related business building

¨ The service requirements of the foreign-related business building

Chapter 25: Modern hotel management contract Negotiation Techniques and Case Analysis

Section 1 Negotiation Techniques of Modern Hotel Management Contracts

¨ Understand the risk factors in hotel management contracts

¨ Master the decision-making process of hotel management Factors affecting the strength of both parties in contract negotiations

¨ Methods to increase the risk and motivation of hotel managers

¨ Choice of hotel management fee calculation methods

¨ Hotel management contract Term, termination and renewal strategies

¨ Requirements for hotel managers’ operating performance

¨ Constraints on the budget and expenditure of hotel managers

¨ Resolution procedures when disputes arise in management contracts

Section 2 Case Analysis of Modern Hotel Management Contracts

¨ Sample of Modern Hotel Management Contracts

¨ Modern Hotel Management combine

Problems in the signing and performance of the contract

Chapter 26 Methods of application of new business forms

Section 1 Selection of forms of utilizing foreign capital

¨ Selection of wholly foreign-owned tourism enterprises or hotels

¨ Selection of Sino-foreign joint ventures or hotels

¨ Selection of Sino-foreign joint ventures or hotels

¨ Compensation Selection of trade forms

¨ Selection of forms of purchasing technology licenses and technical services

Section 2 Methods for implementing the contract responsibility system

¨ Determining the contracting form< /p>

¨ Determine the developer and contractor

¨ Determine the contracting base and the proportion of excess revenue

¨ Determine the contract period

¨ Establish the contracting hierarchy Decomposition method of contracting indicators at each level

¨ Determining the contractor's income

¨ Determining the value of fixed assets

Section 3 Methods for implementing the leasing system< /p>

¨ Determine the lessor and lessee

¨ Determine the rent

¨ Determine the lessee’s income

¨ Determine the lessee’s investment during the lease period Property rights of equipment and distribution of income

¨ Termination or rescission of lease contract

¨ Determination of lease term

Section 4 Methods for implementing the split wage system< /p>

¨ Initial profit accounting method

¨ Cases of using the initial profit method

¨ Initial profit and revenue and expenditure control

¨ The role of preliminary profit accounting

Modern hotel management classic

Author He Jianmin/author

Publisher Liaoning Science and Technology Press, 1996

Number of pages 277

Price ￥28

Subject headings catering industry, hotel-economic management

Contents

Chapter 1 Modern Hotel International concepts and management requirements for products

Section 1 High-Consumption Products and Management Requirements

Section 2 High-Atmosphere Products and Management Requirements

Section 3 High-Consumption Products and Management Requirements

Service Products and Management Requirements

Section 4 Highly Professional Products and Management Requirements

Section 5 Products with Unstable Quality and Management Requirements

Chapter 2 Modern International Standards and Specific Requirements for Hotel Services

Section 1 International Standards for Modern and Cross-Strait Services

¨ Service Attitude Standards

¨ Service Behavior and Language Standards

¨ Standards for service to meet the individual needs of guests

¨ Guidelines for service work

Section 2 Specific requirements for modern hotel services

¨ Requirements for guest rooms and bathrooms

¨ Restaurants, bars, conference and entertainment facilities

¨ Public* **Regional Requirements

¨ Guidelines for Hotel Administration and Management

Chapter 3 Management System of Modern Hotels

Section 1 Four Elements of Modern Hotel Managers This role

Section 2: Four roles of modern hotel managers

Chapter 4: Main work and training courses

Section 1: The role of modern hotel managers Job content

¨ Asset management

¨ Plan management

¨ Organizational management

¨ Personnel management

¨ Supervision and management

¨ Communication management

¨ Control management

¨ Coordination management

¨ Budget and financial management

¨ Power Management

¨ Operation Management

Section 2 The Management Experience of Mr. Marriott, the King of Hotels in the World

Section 3 Swiss Nordson Hotel School Hotel Manager's training course

¨ History and purpose of Lausanne Hotel School

¨ Superior location and facilities

¨ Educational methods and educational spirit

¨ Learning Curriculum and Teaching Objectives

Chapter 5 Modern Hotel Facilities and Equipment

Manager management methods

Section 1. Guest requirements for basic functions of modern hotels

Section 2. Functional requirements of modern hotels for construction and decoration

¨ Guests’ requirements for modern hotels Requirements for hotel building decoration type and style

¨ Guests’ requirements for hotel building decoration level

¨ Guests’ requirements for hotel building decoration scale

Section 3 Problems and correction methods of hotel building decoration in my country

¨ Problems in the lobby and correction methods

¨ Problems and correction methods in guest rooms

¨ Public** *Key points of facility layout

¨ Key points of office layout

Chapter 6 Feasibility Analysis Methods for Construction and Operation of Modern Hotels

Section 1 Construction of Modern Hotels Procedures and methods

¨ Formulating two important documents for hotel project development

¨ The functions and main tasks of hotel management companies in hotel construction

¨ Hotel The functions and main tasks of engineering project management companies in hotel construction

¨ The work of hotel project technical design department

¨ The work of hotel project contractors

Chapter Section 2: Main contents and requirements of the feasibility study report

Section 3: Feasibility analysis case of hotel construction and operation

¨ Part 1: General description of the project

¨ Part 2 Project Overview

¨ Part 3 Investment Environment Study

¨ Part 4 Investment Estimation and Its Composition

¨ Part 5 Feasibility Study Prediction and Selection of Data

¨ Part 6 Evaluation of Project Economic Benefits

¨ Part 7 Conclusion of Feasibility Study

Section 4 Feasibility Problems to avoid in the analysis

¨ Ignore the analysis of competitors' market share

¨ Ignore the analysis of price index and labor costs

¨ Ignore Analysis of cash flow factors and time value of money

Chapter 7 Planning Management Methods of Modern Hotels

Section 1 Characteristics of Modern Hotel Planning

Chapter Section 2 Requirements for the Development of Modern Hotel Plans

Chapter 8 Organizational Management Methods of Modern Hotels

Section 1 Standards for Vital and Efficient Hotel Organizations

Section 2 The organizational structure and power distribution of modern hotels

¨ Modern hotel organization chart

¨ The organizational structure and position settings of modern hotels must meet the needs of business tasks

¨ Modern hotel decision-making institutions must meet the needs of management capabilities and environment

¨ Hotel authorization technology

Section 3 The specific content and methods of modern hotel organization and management

¨ The formal organization and informal organization of the hotel

¨ Identification of the informal organization of the hotel

¨ How to treat the informal organization of the hotel

Ninth Chapter Awareness Training and Management Methods of Modern Hotels

Section 1. Staffing and Reserve Methods of Modern Hotel Staff

¨ Staffing Methods of Hotel Staff

¨ Hotel Staff Reserve Methods

Section 2 Training and Management Methods for Modern Hotel Employees

¨ Content of Training

¨ Division of Labor and Cooperation in Training

¨ Master the three elements of training work

¨ Steps and methods of training work planning and implementation

Section 3 Modern hotel’s assessment and evaluation methods for employees

¨ The relationship between job grade evaluation, work performance evaluation and salary grade evaluation

¨ Methods to evaluate the grade of new jobs

¨ Methods to assess employee work performance

Section 4 Principles and methods of modern hotel wage system design

¨ Design principles of functional wage system

¨ Design methods and content of functional wage system

¨ Policies on other forms of income

Section 5 Solutions to employee turnover and absenteeism problems

¨ Methods to reduce employee turnover

p>

¨ Prediction and management methods of employee absenteeism

¨ Case analysis of selecting suitable employees

Chapter 10 Supervision methods in modern hotels

Section 1 Characteristics of Effective Supervisors

Section 2 Powers of Effective Supervisors

Section 3 Selection of Effective Supervision Methods

Section 4 Effective Supervision The personality choice of the reporter

Chapter 11 Communication management methods of modern hotels

Section 1 makes the reference systems of both parties overlap

Section 2 pairs Management of top-down communication

Section 3 Encourage parallel communication

Section 4 Management of bottom-up communication

Section 5 Own A healthy sense of self and appropriate communication techniques

Chapter 12 Quality Management Methods in Modern Hotels

Section 1 Follow Appropriate Quality Standards

Section 2 launches guest service quality assurance card

Section 3 establishes the quality awareness of modern hotels

Section 4 daily quality management methods of hotels

Section 5 A successful example of total quality management

¨ Contemporary Ritz - Carlton Hotel Company

¨ Ritz - Guidelines for total quality management of Carlton Hotel

¨ Ritz - Carlton Hotel Company's most important gold standard for quality management

¨ Detailed planning management

¨ Quality data

¨ The results of quality management

¨ The secret of success of total quality management

Chapter 13: How to deal with employee conflicts and guest conflicts

Section 1: Employees How to Handle Conflicts

Section 2 How to Handle Guest Conflicts

¨ Quick Handling Methods

¨ Gentleman Handling Methods

¨ How the hotel group headquarters handles complaints from guests

Section 3 Probability and disciplinary management in modern hotels

¨ Making discipline constructive

¨ Psychological relationship status and managers’ management methods

¨ Guidelines for constructive punishment

Chapter 14 Modern hotel budget and financial management methods

Section 1 Hotel Budget and financial management methods for daily operations

Section 2 Requirements for hotel internal control

¨ Establish correct control concepts

¨ Clarify responsibilities

¨ Keep adequate written records

¨ Separate responsibilities for related matters

¨ Explain the significance of inspection and verification work

¨ Frequently change employees' jobs

¨ Use machines to replace human operations

¨ Establish control standards and analysis and reporting systems

¨ Implement systematic supervision and inspection

Section 3 Procurement Control and Cash Receipts and Expenses Control

¨ Procurement Control

¨ Cash Receipt Control

¨ Cash Expenditure Control

¨ Problems in transportation

¨ Problems in acceptance and storage

¨ Cash reserves Problems

¨ Problems with accounts payable and payroll

¨ Problems with food and beverage sales

¨ Problems with bar sales

¨ Problems at the front desk

Chapter 15: Power management methods in modern hotels

Section 1 The relationship between satisfaction and motivation

Section 2: Selection of hierarchical and comprehensive power factors

Section 3: Identification and control of power factors and non-power factors

Section 4: Adjustment and control of light power

¨ Direct adjustment and control of power intensity

¨ Direct adjustment and control of power intensity

Chapter 16 Demand Management Methods of Modern Hotels

Section 1: Collection and Analysis Methods of Hotel Customer Source Information

¨ Describe the characteristics of your customers

¨ Master the needs of target customer sources

Demand key points and changing trends

¨ In-depth understanding of guest opinions

¨ Conduct special surveys

Section 2 Continuously grasp new trends in world demand

Section 3: Management methods for different hotel demand states

Chapter 17: Modern hotel market segmentation and marketing strategy selection methods

Section 1: Details of the hotel market Methods

Section 2: Selection of hotel target markets

Section 3: Selection of hotel target market marketing strategies

Section 4: Hotel products and publicity and promotion strategies Choice

Chapter 18 Management Methods of Modern Hotel Products

Section 1 Design of Hotel Core Products, Actual Products and Additional Products

Section 2 Understand the main factors that guests consider when choosing a hotel

¨ The factors that guests consider when choosing a hotel for the first time

¨ The factors that guests consider when choosing a hotel again

¨ Guests Factors to consider when choosing a hotel no longer

¨ Guests’ perceptions of the importance of various hotel facilities, services and supplies

¨ Guests’ perceptions of the importance of various personal care products

¨ Guests’ opinions on the importance of the quality of various soaps

¨ Guests’ opinions on the importance of the quality of various shampoos

¨ Guests’ opinions on the importance of product trademarks Opinions

Section 3 Dynamic adjustment strategies for hotel product marketing

¨ Classification of products

¨ Adjustments and business strategies for different types of products

¨ Successful experience in dynamic adjustment strategy of hotel product marketing

Chapter 19 Price decision-making methods of modern hotels

Section 1 Principles of hotel price setting

Section 2: Selection of five types of market transaction prices

Section 3: Pricing based on guests’ perceptions of product value

Section 4: Selection of low-price and high-price strategies

Section 5 Sample of Hotel Price List Design

Chapter 20 Communication Technology of Modern Hotel International Marketing

Section 1 Obstacles of Self-Reference Marking in Customer Service Decision-making

Section 2 Requirements for Foreign Language Translation

Section 3 Identification and Countermeasures of High Personal Relationship Culture and Low Personal Relationship Culture Types

Section 4 Mastering the etiquette and rhythm of business activities

Section 5: Recognition and coordination of monochromatic and polychromatic time concepts

Section 6: How to give gifts to people from different countries

¨ Things to note when giving gifts to Japanese people

¨ Things to note when giving gifts to Europeans

¨ Things to note when giving gifts to Americans

¨ Things to note when giving gifts to Arabs

¨ Things to note when giving gifts to Latin Americans

¨ Things to note when giving gifts to Chinese people

Second Chapter 11 Promotion Methods for Theme Activities, Conferences and Incentive Travel

Section 1 Promotion Methods for Theme Activities

Section 2 Promotion Methods for Conferences and Incentive Travel

¨ Discover opportunities in the conference and incentive travel market

¨ Understand the demand characteristics and promotion focus of different conference markets

¨ Design promotional materials for the conference market

Chapter 22: Promotion Methods of Honorary Guest Reward Clubs

Section 1: The Development Trend of Honorary Guest Reward Clubs in Foreign Hotels

Section 2: Specific Practices of Honorary Guest Reward Clubs in Foreign Hotels

¨ Design an application form to quickly join the Honorary Guest Rewards Club

¨ Introduce the specific regulations of the Honorary Guest Rewards Club and the directory of participating hotels

¨ Develop an incentive activity plan and explain the precautions for incentive activities

Section 3 Issues that my country’s hotels should pay attention to when using this method

Chapter 23: The management method of membership clubs

Section 1. Business methods of hotel fitness and entertainment clubs

¨ Facilities, services and prices

¨ Rules of fitness and entertainment clubs

Section 2 How to operate a separate membership club

>

¨ The characteristics and reasons for the development of independent membership clubs

¨ The operation of Vienna City Club

¨ The general way of operating membership clubs

Section 3 Case Analysis of Member-based Club Management in my country

¨ Design of Club Rules

¨ Precautions for Membership and Program Design

¨ Members and Design of general guest fee schedule

¨ Creation and provision of other discounts

Chapter 24 Operation and management methods of foreign-related business buildings

Section 1 Foreign-related The main service and business departments of the business building

¨ The work of the main service desk of the business building

¨ The work of the main service desk of the apartment

¨ Business department or sales Department work

Section 2 Operation and services of foreign-related business buildings

¨ Business strategies of foreign-related business buildings

¨ Service requirements of foreign-related business buildings

¨ p>

Chapter 25 Negotiation Techniques and Case Analysis of Modern Hotel Management Contracts

Section 1 Negotiation Techniques of Modern Hotel Management Contracts

¨ Understanding Hotel Management Contracts Risk factors

¨ Master the factors that determine the strength of both parties in hotel management contract negotiations

¨ Methods to increase the risk and motivation of hotel managers

¨ Hotel management expenses Choice of calculation method

¨ Duration, termination and renewal strategies of hotel management contracts

¨ Requirements for hotel managers’ operating performance

¨ Correspondence to the other side Management budget and expenditure constraints

¨ Resolution procedures when management contract disputes occur

Section 2 Case analysis of modern hotel management contracts

¨ Modern Hotel Sample of management contract

¨ Issues in the signing and performance of modern hotel management contracts

Chapter 26: How to apply new business forms

Chapter 26 Section 1 Selection of forms of utilizing foreign investment

¨ Selection of wholly foreign-owned tourism enterprises or hotels

¨ Selection of Sino-foreign joint venture tourism enterprises or hotels

¨ Sino-foreign joint ventures Selection of tourism enterprises or hotels

¨ Selection of forms of compensation trade

¨ Selection of forms of purchase of technology licenses and technical services

Section 2 Implementation of Contracting Responsibility System method

¨ Determine the contracting form

¨ Determine the developer and contractor

¨ Determine the contracting base and excess revenue share ratio

¨ Determine the contract period

¨ Establish the contracting levels and the decomposition method of contracting indicators at each level

¨ Determine the contractor's income

¨ Determine the value of fixed assets

Section 3 Methods for Implementing the Lease System

¨ Determining the Lessor and Lessee

¨ Determining the Rent

¨ Determining the Lessee Income

¨ Determine the property rights of the lessee’s investment equipment and its income distribution during the lease period

¨ Termination or cancellation of the lease contract

¨ Determine the lease term

Section 4 Methods for Implementing the Splitting Wage System

¨ Initial Profit Accounting Method

¨ Cases of Applying the Initial Profit Method

¨ Initial profit and revenue and expenditure control

¨ The role of initial profit accounting