Get the Basics Right
  Understanding the Hospitality Industry
  Evolution of the Hotel Industry
  Concept of Time-sharing
  Categories of Hotels
  Hotel Outline
Chapter One  Front Office Department (1)
  Unit 1  Position Description for a Front Desk Guest Service Agent
  Unit 2  Tasks for Front Desk Morning Shift and the Hotel Grooming Standards
  Unit 3  Tasks for Front Desk Afternoon Shift
  Unit 4  Tasks for Front Desk Night Shift
  Supplementary Readings
    Reading Material 1: Room Status Code
    Reading Material 2. Position Description for a Guest Service Manager (GSM)
  Notes
  Review Questions
Chapter Two  Front Office Department (2)
  Unit 1  Guest Check-in and Check-out Procedure
  Unit 2  Main Tasks for Concierge Staff and Their Respective Working Procedures
  Unit 3  Main Tasks for Business Center Staff and Their Respective Working Procedures
  Unit 4  Main Tasks for Operators and Their Respective Working Procedures
  Supplementary Readings
    Reading Material 1. Position Description for an Airport Representative
    Reading Material 2. Emotional Labor
  Notes
  Review Questions
Chapter Three  Housekeeping Department (1)
  Unit 1  Making a Bed and Cleaning a Guest Bathroom
  Unit 2  Cleaning a Guest Room and Pest Control
  Unit 3  Providing Turn-down Service
  Unit 4  Managing Mini-bar Beverage/Conducting Linen and Uniform Inventory
  Supplementary Readings
    Reading Material 1: Aspects of Control and Autonomy for a Room Attendant
    Reading Material 2: The Electronic Guestroom
  Notes
  Review Questions
Chapter Four  Housekeeping Department (2)
  Unit 1  Handling Lost and Found and Other Tasks
  Unit 2  Position Descriptions for an Order Taker and Keys Control
  Unit 3  Handling Guest Laundry and Duties for a Laundry Attendant
  Unit 4  Cleaning Public Areas
  Supplementary Readings
    Reading Material 1. Letter of Apology
    Reading Material 2: Position Description for a Fitness Center Attendant
  Notes
  Review Questions
Chapter Five  Food & Beverage Department (1)
  Unit 1  Position Description for an F&B Hostess
  Unit 2  Table Setup and Chinese Dinner Serving Procedure
  Unit 3  Work at Western Restaurant and Buffet Service Procedure
  Unit 4  Room Service
  Supplementary Readings
    Reading Material 1. Employees' Satisfaction with Schedule
    Flexibility Decreases Staff's Turnover
    Intention in the Hotel Industry
    Reading Material 2. Western Restaurant Menu
  Notes
  Review Questions
Chapter Six  Food & Beverage Department (2)
  Unit 1  Position Description for a Banquet Associate at a Banquet Service
  Unit 2  Lobby Lounge/Bar Opening and Closing Checklist and Beverage Service
  Unit 3  Outlets' Communication with Both Kitchen and Stewarding
  Unit 4  Handling Guest Complaints
  Supplementary Readings
    Reading Material 1: Styles of Background Music and Consumption in a Bar: An Empirical Evaluation
    Reading Material 2: Position Description for a Stewarding Manager
  Notes
  Review Questions
Chapter Seven  Security Department
  Unit 1  Safety and Fire Prevention Guidelines
  Unit 2  Preventing Theft
  Unit 3  Position Description for Security Guards and Patrolling in the Hotel
  Unit 4  Fire Emergency Plan
  Supplementary Readings
    Reading Material 1. Safety and Security in Hotels
    Reading Material 2- Job Description fora Chief Security
  Notes
  Review Questions
Chapter Eight  Engineering Department
  Unit 1  Handling Maintenance Requests
  Unit 2  Position Description for a Storekeeper and Engineering Tools Management
  Unit 3  Outsourcing Service
  Unit 4  Preventive Maintenance Work
  Supplementary Readings
    Reading Material 1: What is EMS and Barriers to EMS in the Hotel Industry?
    Reading Material 2: Policy and Procedure for Energy Management
  Notes
  Review Questions
Chapter Nine  Accounting Department
  Unit 1  Position Description for a General Cashier
  Unit 2  Credit Management
  Unit 3  Handling Purchases and Main Duties for a Purchaser  ...
  Unit 4  Controlling Hotel Costs
  Supplementary Readings
    Reading Material 1. Information Security of Hotel Information Systems
    Reading Material 2: Accounting in Hotels
  Notes
  Review Questions
Chapter Ten  Sales and Marketing Department (1)
  Unit 1  Marketing Strategy and Marketing Mix
  Unit 2  Hotel Revenue Management
  Unit 3  Position Description for an Online Distribution Specialist
  Unit 4  Handling Reservations
  Supplementary Readings
    Reading Material 1: How should Hotels be Operated in 2020?
    Reading Material 2: Users' Perceptions of TwoTypes of Hotel Reservation Websites
  Notes
  Review Questions
Chapter Eleven  Sales and Marketing Department (2)
  Unit 1  Position Description for a Sales Specialist
  Unit 2  Basics for Sales People
  Unit 3  Preparing for a Sales Call and Negotiating with Potential Customers
  Unit 4  Sales Contracts
  Supplementary Readings
    Reading Material 1: E-mail Template for a Cold Sales Letter
    Reading Material 2: E-mail Template for a Follow-up of the Cold Call
  Notes
  Review Questions
Chapter Twelve  Sales and Marketing Department (3)
  Unit 1  Position Description for a Catering Sales Specialist
  Unit 2  Handling the Events
  Unit 3  Event Arrangement and Banquet Event Order
  Unit 4  Event Management from Perspectives of Diagnostics and Assessment
  Supplementary Readings
    Reading Material 1. E-mail Template for an Invitation to a Site Inspection
    Reading Material 2.- E-mail Template for Thank You Letter Following an Event
  Notes
  Review Questions
Chapter Thirteen  Human Resources Department
  Unit I  Interviewing and Recruiting New Staff
  Unit 2  Orientation and Training for New Employees
  Unit 3  Signing Employment Contract
  Unit 4  Performance Evaluation, Motivation and Career Advancement
  Supplementary Readings
    Reading Material 1. Employees'Satisfaction with Schedule
    Flexibility Decreases Staff's Turnover
    Intention in the Hotel Industry
    Reading Material 2. Does Workplace Fun Matter?
  Notes
  Review Questions
Appendixes
  1. Different Spellings of the Same Family Name
  2. Useful Words and Expressions in Hotel Industry
Reference Books
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