1、第 1 页 共 9 页English for Hotel Management Lecturer: Zhou Yi Hotel English: English Used in Hotel ContextBusiness English Vs English Business Tasks: English Practice in Hotel Context Basic Knowledge of Hotel Business Additional information Self-work Remarkable points: selective teaching: main ideas in
2、all the management process ( affairs in each department) Mixed Teaching MethodLecturing OASLT Case Analysis and Performance Evaluation Quiz-checking courseAverage 60% ( attendance, notes, assignments, participation)Final 40%Hotel A hotel is an establishment that provides paid lodging on a short-term
3、 basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features fou
4、nd in hotel rooms are a telephone, an alarm clock, a television, and Internet connectivity; snack foods and drinks may be supplied in a mini-bar, and facilities for making hot drinks. Larger hotels may provide a number of additional guest facilities such as a restaurant, a swimming pool or childcare
5、, and have conference and socialfunction services.Some hotels offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours; to avoid this requirement it is not uncommon to come across private
6、 hotels which are not subject to this requirement. In Japan, capsule hotels provide a minimized amount of room space and shared facilities.In Australia and Canada, hotel may also refer to a pub or bar. In India, the word may also refer to a restaurant since the best restaurants were always situated
7、next to a good hotel.Presidential Suite Dining Hall General Introduction of Hotel ManagementComplex ProcessPOACCPlanningOrganizationAdministrationControlling Coordination B. Dual Efficiency ObjectivesEconomicallySociallyPlanning:Estimating future trendSetting up objectivesFormulating a detailed sche
8、duleOrganization:Establishment of efficient management systemFeasible organization structureUnified and effective system All resources are organized and adjusted with real needGeneral organization of overall activities and individual activities Administration:Promote the activities of individual dep
9、artments and persons under the order given by the superior (orders: General - top orderPartial - department order)Coordination:To ensure all the departments develop harmoniously for the overall objectives Two synchronisms: the relation that exists when 第 2 页 共 9 页things occur at the same timePersonn
10、el DepartmentControlling:Inspect and supervise how well the planning is going onStandards-guiding checking Redemption : the act of delivering from sin or saving from evilNew Style HotelsGreen hotelEco hotel Nature hotel Spa hotelCruise hotel Educational hotelHome hotel Vacation hotelThemed hotel Unu
11、sual hotelsMany hotels can be considered destinations in themselves, by dint of unusual features of the lodging or its immediate environment:Treehouse hotelsSome hotels are built with living trees as structural elements, for example the Costa Rica Tree House in the Gandoca-Manzanillo Wildlife Refuge
12、, Costa Rica; the Treetops Hotel in Aberdare National Park, Kenya; the Ariau Towers near Manaus, Brazil, on the Rio Negro in the Amazon; and Bayrams Tree Houses in Olympos, Turkey.Cave hotelsDesert Cave Hotel in Coober Pedy, South Australia and the Cuevas Pedro Antonio de Alarcn (named after the aut
13、hor) in Guadix, Spain, as well as several hotels in Cappadocia, Turkey, are notable for being built into natural cave formations, some with rooms underground.Capsule hotelsCapsule hotels are a type of economical hotel that are found in Japan.Ice and snow hotelsThe Ice Hotel in Jukkasjrvi, Sweden, an
14、d the Hotel de Glace in Duschenay,- Canada, melt every spring and are rebuilt each winter; the Mammut Snow Hotel in Finland is located within the walls of the Kemi snow castle; and the Lainio Snow Hotel is part of a snow village near Ylls, Finland.Garden hotelsGarden hotels, famous for their gardens
15、 before they became hotels, include Gravetye Manor, the home of garden designer William Robinson, and Cliveden, designed by Charles Barry with a rose garden by Geoffrey Jellicoe.Underwater hotelsSome hotels have accommodation underwater, such as Utter Inn in Lake Mlaren, Sweden. Hydropolis, under co
16、nstruction in Dubai, will have suites on the bottom of the Persian Gulf, and Jules Undersea Lodge in Key Largo, Florida requires scuba diving to access its rooms.Features of Hotel in the futureSynthesis of esthetics quality functionalityModern Hotel Management ConceptMarket ConceptCompetition Concep
17、tRisk ConceptInformation ConceptLegal ConceptStrategy Concept Macro and Micro Organization of Future HotelMacro: International Hotels DominateMicro: interdisciplinary experts gather employees welfare increases 第 3 页 共 9 页History of Hospitality Industry Inn ( 6th C-18th C )Embryo (initial image) Bost
18、on Tremont House (1829) Progress Ellsworth M. Statlers Buffalo Statler Hotel (1908) Modern hospitality industry began. Boston Tremont HouseTremont House, sometimes called the Tremont Hotel, was a highly influential hotel designed in 1829 by Isaiah Rogers in Boston, Massachusetts. Tremont is always p
19、ronounced trem-mont in Boston, nor tree-mont.The Tremont House was a four-story, granite-faced, neoclassical building, located the corner of Tremont and Beacon Streets, with its main entrance on Tremont. It incorporated many hotel “firsts“:Indoor plumbing Indoor toilets and baths Reception area Lock
20、ed rooms for the guest Free soap Bellboys The Statler Hotel company was one of the United States early chains of hotels catering to traveling businessmen and tourists. It was founded by Ellsworth Milton (E. M.) Statler in Buffalo, New York. Comparison of Hotel Management Between China and Foreign Co
21、untries (Quiz 1)Chinas Hotel Management: lagging behind Reasons: ?divergence of culture macro-economic development management concept West: key for success is good service: satisfy customers requirement with swift reaction and response to any requirementChina: determinants for success :location, ser
22、vice and price West: unification of three interests-customers *( making customers feel being cared and enjoy real comfort )shareholders staff China: service is not given sufficient attention without being aware of the unique importance of customers satisfaction to the long-term sustainable developme
23、nt.West: 101% satisfaction standard serviceemotional service individual service customer-made service China:standard service West: with full respect to inner management Listening-meditation-guidance Morning meetingStaffs are encouraged to take part in decision-making and to propose their ideas China
24、: staff communication is lacking. Front Office Front office is one of the most important departments in a hotel.Reason:It offers the only contract between guests and staff. Definition:A hotels front office is where guests are greeted when they arrive,where they are registered and assigned to a room,
25、and where they check out. Place: Lobby of a hotel and serve as the centre of hotel for it is charged with selling the main product-rooms. Components of Front Office ( sub-units)Front office is made up of various sub-units.Front office family ;Front office umbrella Reservation departmenttakes and tra
26、cks the hotels future bookings,第 4 页 共 9 页receives reservation and takes care of reservation procedures,formulates reservation report, compose periodical report of guest resources,Keeps contact with guest resource and keeps files of reservation Reception receives guests (reserved or not),handles che
27、ck-in procedures,allocates rooms produces room status reports Information deskanswers a variety of enquires from guests,deals with business entrusted by guests,takes care of guests messages and mails,receives, dispatches and keeps keys cashierhandles check-out procedures,offers currency exchange,man
28、age guests account,audit the overall daily income and financial situation during night. switchboardtransfers call,provides inquiry service,provides contact service,provides wake-up service,makes emergency notice Bell service (bellboys)welcomes and bids farewell to guests,carries luggage for guests,s
29、hows guests to room,introduces facilities and services available,handles luggage deposit and consignment,hires taxi Business centre the place where guests could ask for services such as typing, translation, copying, long distance call, fax or internet and secretary service Classroom Exercise Transla
30、tion Meetings, Incentives, Conferences, and Exhibitions. The acronym MICE is applied inconsistently with the “E” sometimes referring to events and the “C” sometimes referring to conventions. MICE is used to refer to a particular type of tourism in which large groups, usually planned well in advance,
31、 are brought together for some particular purpose. Recently, there has been an industry trend towards using the term “Meetings Industry“ to avoid confusion from the acronym.Most components of MICE are well understood, perhaps with the exception of incentives. Incentive tourism is usually undertaken
32、as a type of employee reward by an company or institution for targets met or exceeded, or a job well done. Unlike the other types of MICE tourism, incentive tourism is usually conducted purely for entertainment, rather than professional or educational purposes.MICE tourism usually includes a well-pl
33、anned agenda centered around a particular theme, such as a hobby, a profession, or an educational topic. Such tourism is a specialized area with its own trade shows (IMEX) and practices. MICE events are normally bid on by specialized convention bureaus located in particular countries and cities and
34、established for the purpose of bidding on MICE activities. This process of marketing and bidding is normally conducted well in advance of the actual event, often several years. MICE tourism is known for its extensive planning and hydemanding clientele.Human Resource Management in Hotel Characteristi
35、cs of Human Resource( Final test) Biological Temporal Regenerative Social Definition of Human Resource ManagementHuman resource management refers to the effective use of human resources in order to enhance organizational performance.It includes:planning, recruitment, selection, orientation, 第 5 页 共
36、9 页training, performance appraisal, compensation, and safety. Objectives of Human Resource ManagementBuild up an excellent staff team.Establish a learning organization.Create an environment where staff can develop themselves to full.Procedures of Human Resource ManagementAnalyzing Human Resource Nee
37、ds get a right market position for your hotel operation from market investigation or from accumulation of your years of hotel operation expand popular operations and cut zero-profit ones For example, if a hotel wants to expand its reception ability, it needs to make an analysis of its human resource
38、 need. Then the following questions are to be considered: How many additional hours should the hotel staff work? How much work could one staff do now? How many new staff should the hotel recruit?Categorizing Positions In a hotel, positions can be divided into four castes. The first caste is staff wo
39、rking directly to serve the guestsThe second is supervisors, who are responsible for allocating daily work and supervising staff in the first caste The third caste is operation managers, who are responsible for a specific departmentThe fourth caste is general managers who are responsible for decisio
40、n making and objective setting Deciding Work Ration and Fixing Number of Work Force Deciding work ration means in a specific position in hotel, how much work should one staff do daily or weekly.Three types:Time ration- how long does one staff need to finish a specific operation *Product ration- how
41、many products could one staff finish in a specific timecharge ration- the number of machines that one staff could take charge of Fixing number of work force refers to making certain that how many laborers are needed to accomplish certain work.Recruiting Decide recruiting methods First interviewSelec
42、t according resumeInterview before employmentMedical examination Inside recruitmentto seek talents among present staff, including promotion, transportation, work exchangeOutside recruitment Training on the job training includes training before work and job instruction training.Training before work i
43、s very important because it can prepare new comers ready to work and enable them to get the basic knowledge of work operation.job instruction training is divided into four stepsFirst, preparation.Second, demonstration.Third, exercise.Fourth, self-operation. off job training means staff gets some nec
44、essary training in their spare time or stop their work and attend some training programs.Evaluating and Appraising Staffs Work Performance Principles:open and clearfair and square far and wide Functions:第 6 页 共 9 页encourage staffurge on staffs with unsatisfactory resulthelp human resource management
45、 Compensating management Content of compensation:wage and salaryincentive paymentbenefits welfare and insurance Principles:it should be competitive it should be incentive Human Resource Storing information about present staffinformation about those who can get better improvement through traininginfo
46、rmation about potential work forceHotel Management Information System ( HMIS )Since the 1960s, rapid development of information technology and computers has spread to almost every walk of life and some of its most fruitful applications have been in service industries, in accounting, banking and reta
47、iling, as well as in hotels.Much of the technological development taking place in hotel industry is in communications, where high-speed computers and lower costs of hardware and software are providing opportunities not previously available.IT in hotels:Fast, reliable and cheap electronic devices tha
48、t help hotels in the following areas:AdministrationCommunicationsControl FinanceInternal systemsManagementMarketing Advantages of IT in Hotelaccuracycheap - save clerical labour Systems in IT Property management systemTelephone service systemNew maintenance and engineering system Definition of HMISH
49、MIS refers to a hotel organization system that employs information technology in providing information and communication service and the organization function that plans, develops, and manages the system Main features of HMISHIMS is an open systemHIMS is an assistant systemHIMS is a feedback system Four Common Types in HMISIRM ( 互联网预定模块）Internet Reservation Module allows millions of potential guests, groups, travel agent
