Millennium hotel reservation

Unit 1 Hotel Profile (1)

Section 1 Hotel Industry and Hotel Products (2)

A, the concept of the hotel (2)

Second, the role of the hotel (3)

Three. Hotel products and their characteristics (4)

The emergence and development of the second Festival Hotel (6)

First, the emergence and development of the world hotel industry (6)

Second, the emergence and development of hotel industry in China (1 1)

The Third Festival Hotel Classification and Grade (14)

I. Purpose and significance of hotel classification (15)

Second, the hotel classification method (15)

III. Classification of Hotel Grades (17)

The fourth Festival Hotel's function and structural layout (22)

I. Principles of Hotel Function and Structure Layout (22)

Second, the function and structural layout of the front desk reception part (23)

Three. Function and structural arrangement of backstage supply part (29)

Unit 2 Basic Theory of Hotel Management (32)

The first Festival Hotel management overview (33)

A, the meaning of hotel management (33)

Second, the content of hotel management (36)

The second Festival Hotel management function (39)

I. Planning functions (39)

Second, the organizational function (4 1)

Third, the command function (42)

Four, the coordination function (43)

Verb (abbreviation for verb) controls function (44)

Third, the theoretical basis of festival hotel management (46)

A, scientific management theory (47)

Second, the theory of behavioral science (49)

Third, modern management theory (53)

Unit 3 Hotel Professional Ethics (57)

The first section professional ethics and hotel professional ethics (58)

First, the concept and basic content of professional ethics (58)

Second, the concept and function of hotel professional ethics (59)

The second Festival Hotel professional ethics code of conduct (60)

A, the basic knowledge of professional ethics (60)

Second, the hotel industry professional ethics code of conduct (6 1)

The third Festival Hotel professional ethics evaluation standards and training methods (62)

A, the cultivation of hotel professional ethics (63)

Second, the professional ethics evaluation standard (64)

Third, the way of professional ethics evaluation (64)

Four, the concept and method of cultivating professional ethics (66)

Unit 4 Hotel Service Etiquette (69)

The first Festival Hotel service etiquette overview (70)

A, the concept of hotel service etiquette (70)

Second, the role of hotel service etiquette (70)

Second, the dress etiquette of holiday hotel employees (7 1)

First, the basic principles of hotel staff dress (7 1)

Second, the hotel staff dress etiquette content (72)

The third Festival Hotel employee grooming etiquette (75)

A, the principle of hotel staff makeup (75)

Second, the hotel employee gfd (76)

The fourth Festival Hotel employee etiquette (78)

A, the hotel staff standing posture (78)

Second, the hotel staff's sitting posture (82)

Three, the hotel staff walking posture (88)

Four, the hotel staff squat posture (90 degrees)

Verb (abbreviation of verb) gestures and manners of hotel employees (9 1)

Six, the hotel staff's expression and behavior (96)

Unit 5 Hotel Service Psychology (100)

I. Interpersonal Psychology in Holiday Hotel Services (10 1)

First, several cognitive effects in interpersonal communication (10 1)

Second, interpersonal communication in hotel service (103)

Second, the consumption psychology of Festival Hotel guests (107)

First, the general consumption psychology of guests (107)

Second, the consumer demand of the guests (109)

Third, the guest's consumption motivation (1 10)

Four, the guest's consumption decision-making process (1 12)

Third, the necessary psychological quality and professional quality of holiday hotel waiters (1 14)

I. Connotation and characteristics of hotel service (1 14)

Second, the necessary psychological quality and professional quality of hotel waiters (1 16)

Unit 6 Hotel Catering Culture (122)

Section 1 Overview of Food Culture (123)

First, the meaning of food culture (123)

Second, the types of food culture in China (123)

Third, the characteristics of China cuisine (126)

Iv. Eight Chinese Cuisine (128)

V. Other flavor schools (13 1)

Section 2 Dietary Materials and Cooking Techniques (135)

I. Classification of Dietary Raw Materials (135)

Second, the main cooking techniques (137)

Section 3 Basic knowledge of alcohol (138)

I. Classification of Wine (138)

Second, fermented wine (139)

III. Distilled Liquor (143)

Four, mixed wine (147)

Section 4 Basic Knowledge of Tea Culture (150)

I. Characteristics of Tea Culture (150)

Second, the world tea culture (15 1)

Iii. Types of Tea (152)

Unit 7 Hotel-related Management Regulations (156)

The first section tourist hotel star rating system (157)

I. Overview of Star Rating System of Tourist Hotels (157)

Second, the main contents of the star rating system of tourist hotels (157)

Three, the tourist hotel star rating and processing system (160)

Second Festival Hotel Public Security Management Regulations (16 1)

I. Overview of laws and regulations on public security management in hotel industry (16 1)

Second, the main contents of public security management in the hotel industry (16 1)

Section 3 Laws and Regulations on Fire Safety Management (163)

I. Overview of laws and regulations on fire safety management (163)

Second, the fire safety management system (164)

Iii. Fire fighting and rescue management system (164)

Four. Legal liability (165)

Section IV Health Management Laws and Regulations (165)

I. Overview of Health Management Laws and Regulations (165)

II. Health Management Regulations and Legal Responsibilities (165)

Section 5 Laws and Regulations on the Administration of Entertainment Places (167)

I. Overview of laws and regulations on the management of entertainment places (167)

Second, the concept and characteristics of entertainment places (167)

Iii. Entertainment Management (168)

Unit 8 Hotel English (172)

The first Festival Hotel organizational structure (173)

I. Names of hotel departments (173)

Second, other related words (topic? Related words) (174)

3. Hotel Polite English (175)

Second Festival Hotel Room Management (179)

1. Front desk service (179)

Second, room service (housekeeping service) (184)

Section 3 Catering Management (Food &; Beverage management) (187)

1. Chinese restaurant service (187)

Second, the western restaurant service (189)

3. Bar service (190)

Section IV Entertainment Management (Health & Health; Entertainment management) (192)

1. Fitness Center (192)

2. Fitness Club (193)

Hotel Manager-Room Management

Introduction to Modern Hotel Management

1, the nature, classification and basic characteristics of the hotel industry

2. Characteristics and tasks of hotel management

3. Modern hotel management

4. Hotel organization and mode.

5. The characteristics, status and role of room supplies.

6. Characteristics, tasks and development trends of room management.

7, computer room management organization and staffing

Second, the guest room commodity function design

1, functional design of guest room floor

2, guest room commodity function design

3. Room indoor environment

Third, the hotel room budget management

1, room budget management content

2. Principles and indicators of guest room budget management

3. Room occupancy index forecast

4. Average house price budget

5. Prepare the guest room budget plan

Fourth, room marketing.

1. Marketing of room supplies

2, room management marketing methods

Verb (abbreviation of verb) room reservation management

1, room reservation system settings and reservation classification

2. Room reservation management technology

3. Reservation control and data management

4. International practice of room reservation and settlement of reservation disputes.

Six, passenger reception management technology

1, the preparation work before the guests check in.

2, passenger check-in reception management technology

3, counter housing reform processing and sales skills

4. Night review at the counter and check-out management for guests.

Seven. Front office guest service relationship and response service

1, guest relations manager and assistant manager of the lobby

2. Concierge luggage service and greeting service

3. The front office business center service management

4, telephone room service management

Eight, guest room floor room management

1, floor guest room management mode and method

2, guest room safety and health management

IX. Public Health and Laundry Management

1, hotel public health management

2. Hotel cotton management

3, laundry washing business management

X. Room equipment and supplies management

1, Room Equipment Management

2. Room supplies management

Eleven, room commodity price management

1, the value composition and price formation of guest room goods

2. Pricing principles and procedures of guest room goods.

3. The method and case of setting the base price of rooms.

4. The formulation and implementation of the actual price of guest room goods

5. Room commodity price adjustment and house price service management

Twelve, the economic accounting and economic benefits of computer room management

1, the characteristics of guest room economic accounting

2. Contents and methods of guest room economic accounting.

3. Economic activity analysis of guest room management.

4. Economic benefits of guest room management

This is a book comparison system for hotel room management. Of course, there are also hotel managers-catering management and hotel managers-entertainment management. Of course, I wish I could help you, www.gzhedu.com.