酒店管理培訓(xùn)資料課件

Unit8TourismEnglish第一頁，共四十七頁。課堂實(shí)踐活動(dòng)與點(diǎn)評(píng)酒店的分類主要世界酒店管理集團(tuán)簡介酒店管理體制的構(gòu)成教學(xué)重點(diǎn)Understandingtheroleofdifferentdepartmentsinahotel教學(xué)難點(diǎn)Thedivisionofdifferentdepartmentsandthekeytermsassociatedwiththeirfunctions

教學(xué)目標(biāo)與要求

第二頁，共四十七頁。Q1:Whatdopeoplemeanwhentheywanttheirsteakrare,mediumorwelldone?Itreferstothetimeasteakisgrilled.Araresteakisnotcompletelycookedandisredinthemiddle.Amediumsteakispinkinthemiddle.Awell-donesteakiscompletelycookedthrough.Backgroundknowledgeinspeaking第三頁，共四十七頁。一分熟牛排（rare）：牛排內(nèi)部為血紅色且內(nèi)部各處保持一定溫度（高于veryraresteak）。三分熟牛排（mediumrare）：內(nèi)部為桃紅且?guī)в邢喈?dāng)熱度。五分熟牛排（medium）：牛排內(nèi)部為粉紅且夾雜著淺灰和棕褐色，整個(gè)牛排都很燙七分熟牛排（mediumwell）：牛排內(nèi)部主要為淺灰棕褐色，夾雜著粉紅色。全熟（welldone）第四頁，共四十七頁。Q2:

Whatareappetizersorhorsd'oeuvres?Appetizersorhorsd'oeuvresaresmallamountsoffoodordrinkthatareservedbeforethemainpartofamealtostimulatetheappetite

.Q3:Whatcanbeappetizers?Crackers,nuts,pickles,smallsandwichesandlightsoupetc.canbeappetizers.Theycanbebothhotandcold,e.g.therearebean&pea,cheese,nuts&seedsaswellasoliveetc.

第五頁，共四十七頁。Q4:Whatarethemainfeaturesofwesternfood?Itiscomposedofanappetizer,soup,and/orsalad,maincourseandadessert.Themaincourseistheprimarydishinamealconsistingofseveralcourses.IntheUnitedStatesandpartsofCanada,itmaybecalled"entrée".Themaindishisusuallytheheaviestandmostcomplexorsubstantivedishonamenu.Themainingredientisusuallymeat,fishoranotherproteinsource.Forthosereasonsthemaincourseissometimesreferredtoasthe"meatcourse".第六頁，共四十七頁。奶油蘑菇湯CreamofMushroomSoup奶油胡蘿卜湯CreamofCarrotSoup奶油蘆筍湯CreamofAsparagusSoup墨西哥辣味牛肉湯MexicanChiliBeefSoup番茄濃湯TomatoBisqueSoup海鮮雜燴濃湯SeafoodChowderSometypicalsoups第七頁，共四十七頁。法式洋蔥湯FrenchOnionSoup牛肉清湯BeefConsommé匈牙利濃湯HungarianGoulash香濃牛尾湯OxtailSoup意大利蔬菜湯MinestroneSoup蔬菜干豆湯HeartyLentilSoup牛油梨凍湯ChilledAvocadoSoup西班牙番茄凍湯Gazpacho

第八頁，共四十七頁。

奶酪火腿雞排ChickenCordonBleu紅酒燴雞BraisedChickenwithRedWine烤雞胸釀奶酪蘑菇餡BakedChickenBreastStuffedwithMushroomandCheese炸培根雞肉卷Deep-FriedChickenandBaconRolls水波雞胸配意式香醋汁PoachedChickenBreastwithBalsamicSauce烤火雞配紅漿果沙司RoastTurkeywithCranberrySauceSometypicalmaincourse第九頁，共四十七頁。燒烤雞腿BBQChickenLeg烤檸檬雞腿配炸薯?xiàng)lRoastedLemonMarinadeChickenLegwithFrenchFries扒雞胸Char-GrilledChickenBreast咖喱雞CurryChicken秘制鴨胸配黑菌炒土豆Pan-FriedDuckBreastwithSautéedPotatoesandTruffles火腿煎蛋FriedEggswithHam洛林乳蛋餅QuicheLorraine第十頁，共四十七頁。Dessertcomesattheendofameal.Itmayconsistofsweetfood,suchasfruit,icecream,applepie,pudding,andpastries.Sometimesitmaybestronglyflavored,suchaswithsomecheese.TheBritishpeopleusuallyservefreshfruitornutsafterthesweetfood.Sometypicaldessert第十一頁，共四十七頁。Usuallyonlywhiteandredwineareservedataformaldinner.Thereisonesimpleruletoorderthewine:whitewineforwhitemeatsuchasfishandchicken,andredwineforredmeatsuchasbeef.Whitewineisusuallyservedchilled.Theglassforwhitewineisoftenwithasmallerbowlbuttallerstemsothatitshouldkeepofftheheatofthehand.Whatruleforwineorder?第十二頁，共四十七頁。Redwineisalwaysservedatroomtemperature.Theglassforredwineisoftenwithalargebowlandrelativelyshortstemsothatitwillreleaseitsvapourswhenitiswarmedbytheheatofthehand.Anotherruleisneverputtingiceinanytypeofwine.第十三頁，共四十七頁。MaintypesofhotelsHoteltargetsmanymarketsandcanbeclassifiedaccordingtothemarketstheyattempttoattracttheirguests.Commontypeofmarketsincludebusiness,airport,suites,resort,timeshare,casino,conventionhotels.

Backgroundknowledgeforhotels

第十四頁，共四十七頁。SuiteHotels:-Thesekindofhotelsarethelatesttrendandthefastestgrowingsegmentsinthehotelindustry.Suchhotelshavealivingroomandaseparatebedroom.Professionalssuchasaccountants,lawyers,businessmenandexecutivesfindsuitehotelsparticularlyattractiveastheycanworkandalsoentertaininanareabesidesthebedroom.第十五頁，共四十七頁。ExtendedStayHotel:-Extendedstayhotelissomewhatsimilartothesuitehotel,butusuallyofferskitchenamenitiesintheroom.Thiskindofhotelisforlongstayerswhowanttostaymorethanaweekanddonotwanttospendonhotelfacilities.第十六頁，共四十七頁。ResortHotels:-Resorthotelsareusuallylocatedinthemountains,onanisland,orinsomeotherexoticlocationsawayfromcity's.Thesehotelshaverecreationalfacilities,scenery,golf,tennis,sailing,skiingandswimming.Resorthotelsprovideenjoyableandmemorableguestexperiencesthatencourageguesttorepeattotheresort.第十七頁，共四十七頁。BedandBreakfast/Homestays:-Thesearehouseswithroomsconvertedintoovernightfacilities,thiscansizeupto1to10guestrooms.Theyarealsoknownas'HomeStay's'.TheowneroftheB&Busuallystayonthepremisesandisresponsibleforservingbreakfasttoguest.第十八頁，共四十七頁。Timeshare/VacationRentals:-Anothernewtypeorsegmentofthehospitalityindustryisthetimesharehotels.Thesearesometimesreferredtoas"Vacation-interval"hotels.Timesharehotelsarewheretheguestswhopurchasetheownershipofaccommodationsforaspecificperiod.Theseownersmayalsohavetheunitrentedoutbythemanagementcompanythatoperatesthehotel.第十九頁，共四十七頁。CasinoHotels:-HotelswithgamblingfacilitiesarecalledCasinoHotels.Althoughthefoodandbeverageoperationsincasinoisluxurioustheirfunctionissecondarytoandsupportiveofcasinooperations.第二十頁，共四十七頁。ConferenceandConventionCentres:-Thesetypeofhotelsfocusonmeetingandconferencesandovernightaccommodationformeetingattendees.Theyalsoprovidevideoconferencingfacility,audiovisualequipments,businessservices,flexibleseatingarrangements,flipchartetc.Thesehotelsaremostlylocatedoutsidethemetropolitanareasandhavefacilitieslikegolf,swimmingpools,tenniscourts,fitnesscentres,spasetc.第二十一頁，共四十七頁。TypesofroomsSingleRoom:Aroomwithonesinglebedmeantforoneortwopersons.DoubleRoom:Aroomwithoneking-sizeorqueen-sizebedmeantfortwopeople.TwinRoom:Aroomwithtwosinglebedsmeantfortwopersons.TwinDoubleRoom:Commonlyknownasfamilyroomhavingtwodoublebedsseparatedfromeachother.第二十二頁，共四十七頁。Suite:Aconnectingoneormorebedroom.Itisthemostexpensivetypeofroom.Mainfeelingsofasuite:-(i)Largersize:moreroomsandmoreprivacy.(ii)Morefacilitieslikerefrigerator,T.V.etc.(iii)Elaboratefurnishingsandmaybeparticularvieweg.Sunsetviewsuite.第二十三頁，共四十七頁。Whenaskedtonameseveralchainoperations(agroupofhotelsthatfollowstandardoperatingproceduressuchasmarketing,reservations,qualityofservice,foodandbeverageoperations,housekeeping,andaccounting),mostpeoplewouldprobablymentionHolidayInn假日酒店,Marriott(萬豪),Sheraton喜來登,Hyatt凱悅andHiltonetc..HotelManagementGroup第二十四頁，共四十七頁。KemmonsWilsonstartedtheHolidayInnchainintheearly1950s,openingthefirstinMemphis,Tennessee.Hewantedtobuildachainofhotelsforthetravelingfamilyandlaterexpandedhismarketingplantoincludebusinesstravelers.Hisaccomplishmentsinrealestatedevelopmentcoupledwithhishotelmanagementskillsprovedahighlysuccessfulcombination.HolidayInnchain第二十五頁，共四十七頁。Wilsonblazedaformidablepath,innovatingwithamenitiesandhigh-risearchitecture,includingasuccessfulroundbuildingconceptfeaturingsurprisinglyfunctionalpie-shapedrooms.Wilsonalsointroducedthein-houseHolidexcentralreservationsystem,whichsettheindustrystandardforboththevolumeofbusinessitproducedandtheimportantbyproductdataitgenerated(allowingit,forexample,todeterminefeasibilityfornewlocationswithcunningaccuracy).第二十六頁，共四十七頁。J.W.Marriott(1900–1985)foundedhishotelempirein1957withtheTwinBridgesMarriottMotorHotelinVirginia,nearWashington,D.C.MarriottHotelsandResortshadgrowntoincludeCourtyardbyMarriottandAmericanResortsGroupatthetimeofJ.W.Marriott'sdeathin1985,atwhichtimeJ.W.MarriottJr.acquiredtheHowardJohnsonCompany;hesoldthehotelstoPrimeMotorInnsbutretained350restaurantsand68turnpikeunits.MarriottHotelchain第二十七頁，共四十七頁。In1987,MarriottcompletedexpansionofitsWorldwideReservationCenterinOmaha,Nebraska,makingitthelargestsingle-sitereservationsoperationinU.S.hotelhistory.Alsoin1987,MarriottacquiredtheResidenceInnCompany,anall-suitehotelchaintargetedatextended-staytravelers.Withtheintroductionoflimited-servicehotels—hotelsbuiltwithguestroomaccommodationsandlimitedfoodserviceandmeetingspace—Marriottenteredtheeconomylodgingsegment,openingthefirstFairfieldInninAtlanta,Georgia,in1987.第二十八頁，共四十七頁。ErnestHendersonandRobertMoorestartedtheSheratonchainin1937,whentheyacquiredtheirfirsthotel,theStonehaven,inSpringfield,Massachusetts.Withintwoyears,theypurchasedthreehotelsinBostonandsoonexpandedtheirholdingstoincludepropertiesfromMainetoFlorida.Attheendofitsfirstdecade,SheratonwasthefirsthotelchaintobelistedontheNewYorkStockExchange.Sheratonchain第二十九頁，共四十七頁。In1968,SheratonwasacquiredbyITTCorporationasawhollyownedsubsidiary,andambitiousdevelopmentplanswereputintoplacetocreateatrulyglobalnetworkofproperties.Inthe1980s,undertheleadershipofJohnKapioltas,Sheraton'schairman,president,andchiefexecutiveofficer,thecompanyreceivedinternationalrecognitionasanindustryinnovatorinofferingmodernhotelaccommodations.TheSheratonchainiscurrentlyownedbyStarwoodHotels&ResortsWorldwide.第三十頁，共四十七頁。HyattwasfoundedbyJayPritzkerin1957whenhepurchasedtheHyattHousemoteladjacenttotheLosAngelesInternationalAirport.Overthefollowingdecade,JayPritzkerandhisbrotherDonaldPritzker,workingtogetherwithotherPritzkerfamilybusinessinterests,grewthecompanyintoaNorthAmericanmanagementandhotelownershipcompany,whichbecameapubliccompanyin1962.Hyattchain

第三十一頁，共四十七頁。In1968,HyattInternationalwasformedandsubsequentlybecameaseparatepubliccompany.HyattCorporationandHyattInternationalCorporationweretakenprivatebythePritzkerfamilybusinessinterestsin1979and1982,respectively.OnDecember31,2004,substantiallyallofthehospitalityassetsownedbyPritzkerfamilybusinessinterests,includingHyattCorporationandHyattInternationalCorporation,wereconsolidatedunderasingleentity,nownamedHyattHotelsCorporation.第三十二頁，共四十七頁。ConradN.Hiltonbeganwitha40-roomhotelinasmallTexastownin1919.Today,HiltonWorldwideistheworld'spreeminenthospitalitycompany,stretchingacross24timezones.You'llfinditinworldcapitals,ruralroadsides,tradecenters,vacationdestinations,andeverywhereinbetween.Hiltonchain第三十三頁，共四十七頁。Oneofthemostrecognizednamesintheindustry,HiltonHotels&Resortsofferstravelersaworldofauthenticexperiences.Thebrandcontinuestobetheinnovative,forward-thinkinggloballeaderofhospitality.Withproductsandservicesthatmeettheneedsoftomorrow'ssavvyglobaltravelers,theyshapeexperiencesinwhicheveryguestfeelscaredfor,valued,andrespected.第三十四頁，共四十七頁。Thefrontofficeisthenervecenterofahotelproperty.Communicationsandaccountingaretwoofthemostimportantfunctionsofafrontdeskoperation.Effectivecommunications—withguests,employees,andotherdepartmentsofthehotel—areparamountinprojectingahospitableimage.Accountingproceduresinvolvingchargestoregisteredandnonregisteredhotelguestaccountsarealsoimportantinthehospitalityfield.Managementofhotel

第三十五頁，共四十七頁。Inanyhotel,marketingmayincludearangeofslaesactivities;publicrelations;advertisinginallmedia;designofsymbolsandimages.Thesalesmanagerisresponsibleforconductingthemarketresearchoranalyzethethemarketresearchdonebyothers,setgoalsfortheplanperiod-oftenanalyzedbymonth,andpresentsthestrategyandtacticstofulfilltheplan.第三十六頁，共四十七頁。Totalqualitymanagement(TQM),atechniquethathelpsmanagerslookatprocessesusedtocreateproductsandserviceswithacriticaleyeonimprovingthoseprocesses,ispracticedinhotelstoday.Thisemphasisonanalyzingthedeliveryofservicesandproducts,withdecisionmakingatthefrontlines,inthe1990sandcontinuestodayundertermssuchasqualityassuranceandservicequality.Totalqualitymanagement第三十七頁，共四十七頁。Salesindicators,includinghoteloccupancyandaveragedailyrate,areanotherwayofdescribinghotels.Thisinformationisnecessaryforbusinessinvestorstoestimatetheprofitabilityofahotel.Salesindicators第三十八頁，共四十七頁。Fourfactorsmeasureahotel'sdegreeoffinancialsuccess:occupancypercentage,averagedailyrate,yieldpercentage,andrevenueperavailableroom(RevPAR).Occupancypercentageisthenumberofroomssolddividedbythenumberofroomsavailable.Averagedailyrate(ADR)isthetotalroomrevenuedividedbythenumberofroomssold.第三十九頁，共四十七頁。Yieldpercentage,theeffectivenessofahotelatsellingitsroomsatthehighestrateavailabletothemostprofitableguest,revealsafacility'ssuccessinsellingitsroominventoryonadailybasis.RevPARisusedtoindicatetheabilityofeachguestroomtoproduceaprofit.第四十頁，共四十七頁。Occupancypercentagesmeasuretheeffectivenessofthemarketingandsalesdepartmentaswellastheexternalandinternalmarketingeffortsofthefrontoffice.Occupancypercentageisalsousedbyinvestorstodeterminethepotentialgrossincome,ortheamountofsalesahotelmightobtainatagivenlevelofoccupancy,averagedailyrate,andanticipatedyield.第四十一頁，共四十七頁。Theaveragedailyrate(sometimesreferredtoasaverageroomrate)isalsousedinprojectingroomrevenues—theamountofroomsalesreceived—forahotel.However,thisfigurealsoaffectsguests'expectationsoftheirhotelexperience.Guestsexpecthigherroomratestocorrelatewithhigherlevelsofservice.第四十二頁，共四十七頁。Yieldpercentagemeasuresahotelman