国际酒店运营与管理【1】

第一单元：旅游与酒店业简介
【01】旅游与酒店业
3 主题 | 2 测验
1.1 The History of Hospitality and Tourism
1.2 The Scope of the Hospitality Industry
1.3 Guest Service on a Global Scale
Chapter 1 Quiz [HOMP 1]
Chapter 1 Essay Questions [HOMP 1]
【02】酒店业的职业
3 主题 | 2 测验
2.1 Exploring Careers in Hospitality and Tourism
2.2 The Hospitality and Tourism Professional
2.3 The Interview Process
Chapter 2 Quiz [HOMP 1]
Chapter 2 Essay Questions [HOMP 1]
第二单元： 软性服务技能
【03】宾客循环
2 主题 | 2 测验
3.1 The Guest Cycle
3.2 Guests: Who are They?
Chapter 3 Quiz [HOMP 1]
Chapter 3 Essay Questions [HOMP 1]
【04】宾客体验循环
3 主题 | 2 测验
4.1 Stages of the Guest Experience Cycle
4.2 Operations and the Guest Experience
4.3 Guest Recovery
Chapter 4 Quiz [HOMP 1]
Chapter 4 Essay Questions [HOMP 1]
第三单元：运营部门
【05】宾客循环中的财务流程
2 主题 | 2 测验
5.1 Follow the Dollar
5.2 The Guest Cycle and Financial Opportunities
Chapter 5 Quiz [HOMP 1]
Chapter 5 Essay Questions [HOMP 1]
【06】沟通
2 主题 | 2 测验
6.1 Communication
6.2 Workplace Etiquette
Chapter 6 Quiz [HOMP 1]
Chapter 6 Essay Questions [HOMP 1]
【07】前台运营
3 主题 | 2 测验
7.1 The Front Office Manager
7.2 Front Office Positions
7.3 The Financial Reporting Cycle
Chapter 7 Quiz [HOMP 1]
Chapter 7 Essay Questions [HOMP 1]
【08】客房部运营
2 主题 | 2 测验
8.1 Keeping It Clean
8.2 Housekeeping Inventory
Chapter 8 Quiz [HOMP 1]
Chapter 8 Essay Questions [HOMP 1]
【09】设备管理
2 主题 | 2 测验
9.1 Facilities Management
9.2 Preventative Maintenance
Chapter 9 Quiz [HOMP 1]
Chapter 9 Essay Questions [HOMP 1]
【10】餐饮服务
2 主题 | 2 测验
10.1 Food and Beverage Operations
10.2 Food and Beverage Departments
Chapter 10 Quiz [HOMP 1]
Chapter 10 Essay Questions [HOMP 1]
第四单元：市场营销与销售
【11】度假村运营
1 主题 | 2 测验
11.1 Resorts
Chapter 11 Quiz [HOMP 1]
Chapter 11 Essay Questions [HOMP 1]
【12】财务管理
2 主题 | 2 测验
12.1 Revenue Centres vs Cost Centres
12.2 The Night Audit
Chapter 12 Quiz [HOMP 1]
Chapter 12 Essay Questions [HOMP 1]
【13】市场营销
3 主题 | 2 测验
13.1 Operational Role of Marketing
13.2 Tools of Marketing
13.3 Marketing Messages
Chapter 13 Quiz [HOMP 1]
Chapter 13 Essay Questions [HOMP 1]
【14】销售
3 主题 | 2 测验
14.1 The Role of the Sales Department
14.2 Prospecting
14.3 Types of Sales
Chapter 14 Quiz [HOMP 1]
Chapter 14 Essay Questions [HOMP 1]
【15】职业安全
3 主题 | 2 测验
15.1 Occupational Safety
15.2 Risk Management
15.3 Occupational Safety and Health Administration (OSHA)
Chapter 15 Quiz [HOMP 1]
Chapter 15 Essay Questions [HOMP 1]
【16】保安
2 主题 | 2 测验
16.1 Security
16.2 Operational Emergencies and Preparedness
Chapter 16 Quiz [HOMP 1]
Chapter 16 Essay Questions [HOMP 1]
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【03】宾客循环

国际酒店运营与管理【1】 【03】宾客循环
学习目标

1. 描述在访客周期中到达前，到达，入住和离开各阶段执行的任务
2. 描述酒店和员工如何管理无缝衔接的客户周期
3. 定义客户周期的每个阶段如何对客人产生的心理影响
4. 解释如何确定客人的需求，以满足和超越全球旅行者的期望

 

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