国际酒店运营与管理【2】

第一单元：领导力与管理
【01】为管理岗位做好准备
2 主题 | 2 测验
2-1.1 Why a Career in Hospitality and Tourism?
2-1.2 Management Styles
2-Chapter 1 Quiz [HOMP2]
2-Chapter 1 Essay Questions [HOMP2]
【02】旅游与酒店业的领导力
3 主题 | 2 测验
2-2.1 Leadership Development
2-2.2 The Benefits of Diversity
2-2.3 Global Guest Audiences
2-Chapter 2 Quiz [HOMP2]
2-Chapter 2 Essay Questions [HOMP2]
第二单元：酒店业领导力技巧
领导力与宾客循环
2 主题 | 2 测验
2-3.1 Follow the Guest: Making the Cycle Seamless
2-3.2 Guest Recovery
2-Chapter 3 Quiz [HOMP2]
2-Chapter 3 Essay Questions [HOMP2]
【04】管理宾客体验循环
2 主题 | 2 测验
2-4.1 Managing the Guest Experience
2-4.2 Guest Service Management
2-Chapter 4 Quiz [HOMP2]
2-Chapter 4 Essay Questions [HOMP2]
【05】领导力，员工及沟通
2 主题 | 2 测验
2-5.1 Communicating Employee Purpose and Role
2-5.2 Managing Difficult People
2-Chapter 5 Quiz [HOMP2]
2-Chapter 5 Essay Questions [HOMP2]
第三单元：运营部门的领导力
【06】前台运营与管理
2 主题 | 2 测验
2-6.1 Responsibilities of the Front Office Manager
2-6.2 Measuring Employee Performance
2-Chapter 6 Quiz [HOMP2]
2-Chapter 6 Essay Questions [HOMP2]
【07】客房部管理
2 主题 | 2 测验
2-7.1 The Executive Housekeeper
2-7.2 Training Housekeeping Staff
2-Chapter 7 Quiz [HOMP2]
2-Chapter 7 Essay Questions [HOMP2]
【08】设备设施管理
2 主题 | 2 测验
2-8.1 Function of the Chief Engineer
2-8.2 Energy Management
2-Chapter 8 Quiz [HOMP2]
2-Chapter 8 Essay Questions [HOMP2]
第四单元： 餐饮运营管理
【09】餐饮服务管理
2 主题 | 2 测验
2-9.1 Organization of Food and Beverage Operations
2-9.2 Managing Sanitation and Safety
2-Chapter 9 Quiz [HOMP2]
2-Chapter 9 Essay Questions [HOMP2]
【10】宴会与活动管理
2 主题 | 2 测验
2-10.1 Booking and Planning Events
2-10.2 Delivering Service
2-Chapter 10 Quiz [HOMP2]
2-Chapter 10 Essay Questions [HOMP2]
第五单元：行政管理
【11】人力资源管理
2 主题 | 2 测验
2-11.1 Interview and Hiring Practices
2-11.2 Managing Compensation and Benefits
2-Chapter 11 Quiz [HOMP2]
2-Chapter 11 Essay Questions [HOMP2]
【12】财务管理
2 主题 | 2 测验
2-12.1 Operational Expenses and the Capital Budget
2-12.2 Revenue Management
2-Chapter 12 Quiz [HOMP2]
2-Chapter 12 Essay Questions [HOMP2]
第六单元：市场营销与销售
【13】市场营销
2 主题 | 2 测验
2-13.1 The Marketing Mix
2-13.2 The Marketing Budget
2-Chapter 13 Quiz [HOMP2]
2-Chapter 13 Essay Questions [HOMP2]
【14】销售
2 主题 | 2 测验
2-14.1 Training for Sales Success
2-14.2 Selling to Global Audiences
2-Chapter 14 Quiz [HOMP2]
2-Chapter 14 Essay Questions [HOMP2]
第七单元：安全与保安
【15】安全
2 主题 | 2 测验
2-15.1 Managing Workplace Safety
2-15.2 Risk Management
2-Chapter 15 Quiz [HOMP2]
2-Chapter 15 Essay Questions [HOMP2]
【16】保安
2 主题 | 2 测验
2-16.1 Hotel Security
2-16.2 Emergency Management
2-Chapter 16 Quiz [HOMP2]
2-Chapter 16 Essay Questions [HOMP2]
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领导力与宾客循环

国际酒店运营与管理【2】 领导力与宾客循环
学习目标

1. 了解无缝衔接的客户周期所需的领导技能和方法
2. 描述员工授权如何促进有效的客户关系的修复
3. 解释在酒店和旅游业中，解决问题的能力如何促进领导力

 

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