CHAPTER 1 Introduction 1. Travel in History 2. The Transportation Revolution 3. About Hospitality Industry CHAPTER 2 Service Makes Kifference 1. What Is Service? 2. Characteristics of Services 3. Strategic Planning 4. The Strategic Service Vision 5. Keys to Delivering Good Service CHAPTER 3 Understanding the World of Hotels 1. Hotel Industry 2. Hotel Guests 3. Hotel Categories CHAPTER 4 Hotel Organization 1. How Is a Hotel Organized? 2. Revenue Centers 3. Cost Centers CHAPTER 5 Managing and Leading Hospitality Enterrpises 1. A Managers Job 2. The Importance of Leadership Appendix Eight Managerial/Leadership Roles CHAPTER 6 Managing Human Resources 1. Labor Trends 2. Human Resources Programs CHAPTER 7 Marketing Hospitality 1. The Marketing Concept 2. Sales Management 3. Advertising 4. Public Relations 5. Sales Promotion CHAPTER 8 Hotel Contracts and Agreement 1. Development of Hotel Chains 2. Franchising Is Big Business 3. Why Management Companines Exist 4. Management Contracts 5. Joint Venture 6. Hotel Consortia CHAPTER 9 Cost Control 1. Costing Concept 2. The Impact of Cost Structure on Profitability CHAPTER 10 Globa Competition and the Future 1. Long-term Tourism Growth Trends 2. Tourism Grwth in Asia and the Pacific 3. Technolgy and Automation 4. Tourism and the Environment 5. Mergers, Acquisitions, Cooperative Arragements Appendix1 Appendix2 Reference Books
鄂公網(wǎng)安備 42010302001612號(hào) 