English for Hotel Management 酒店英语管理 教案.doc

English for Hotel Management Lecturer: Zhou Yi Hotel English: English Used in Hotel Context Business 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 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 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in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control.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 found 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, 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 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 next to a good hotel.Presidential Suite Dining Hall General Introduction of Hotel Management Complex ProcessPOACCPlanningOrganizationAdministrationControlling Coordination B. Dual Efficiency ObjectivesEconomicallySociallyPlanning: Estimating future trend Setting up objectives Formulating a detailed schedule Organization:Establishment of efficient management system Feasible organization structure Unified and effective system All resources are organized and adjusted with real need General organization of overall activities and individual activities Administration:Promote the activities of individual departments and persons under the order given by the superior (orders: General - top order Partial - department order)Coordination:To ensure all the departments develop harmoniously for the overall objectives Two synchronisms: the relation that exists when things occur at the same time Personnel 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 Hotels Green hotel Eco hotel Nature hotel Spa hotel Cruise hotel Educational hotel Home hotel Vacation hotel Themed hotel Unusual hotels Many hotels can be considered destinations in themselves, by dint of unusual features of the lodging or its immediate environment: Treehouse hotels Some hotels are built with living trees as structural elements, for example the Costa Rica Tree House in the Gandoca-Manzanillo Wildlife Refuge, 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 hotels Desert Cave Hotel in Coober Pedy, South Australia and the Cuevas Pedro Antonio de Alarcn (named after the author) 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 hotels Capsule hotels are a type of economical hotel that are found in Japan. Ice and snow hotels The Ice Hotel in Jukkasjrvi, Sweden, and 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 hotels Garden hotels, famous for their gardens 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 hotels Some hotels have accommodation underwater, such as Utter Inn in Lake Mlaren, Sweden. Hydropolis, under construction 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 future Synthesis of esthetics quality functionalityModern Hotel Management Concept Market Concept Competition Concept Risk Concept Information Concept Legal Concept Strategy Concept Macro and Micro Organization of Future Hotel Macro: International Hotels Dominate Micro: interdisciplinary experts gather employees welfare increases History of Hospitality Industry Inn ( 6th C-18th C ) Embryo (initial image) Boston Tremont House (1829) Progress Ellsworth M. Statlers Buffalo Statler Hotel (1908) Modern hospitality industry began. Boston Tremont House Tremont House, sometimes called the Tremont Hotel, was a highly influential hotel designed in 1829 by Isaiah Rogers in Boston, Massachusetts. Tremont is always pronounced 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 Locked 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 Countries (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 requirement China: determinants for success : location, service 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 development. West: 101% satisfaction standard service emotional 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: 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,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 department takes and tracks the hotels future bookings, 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 check-in procedures, allocates rooms produces room status reports Information desk answers a variety of enquires from guests, deals with business entrusted by guests, takes care of guests messages and mails, receives, dispatches and keeps keys cashier handles check-out procedures, offers currency exchange, manage guests account, audit the overall daily income and financial situation during night. switchboard transfers 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, shows 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 Translation 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, 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 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-planned 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 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 Characteristics of Human Resource( Final test) Biological Temporal Regenerative Social Definition of Human Resource Management Human resource management refers to the effective use of human resources in order to enhance organizational performance. It includes: planning, recruitment, selection, orientation, training, performance appraisal, compensation, and safety. Objectives of Human Resource Management Build up an excellent staff team. Establish a learning organization. Create an environment where staff can develop themselves to full.Procedures of Human Resource Management Analyzing Human Resource Needs 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 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 working directly to serve the guests The 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 department The fourth caste is general managers who are responsible for decision 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 many products could one staff finish in a specific time charge 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 interview Select according resume Interview before employment Medical examination Inside recruitment to 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 is 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 necessary training in their spare time or stop their work and attend some training programs. Evaluating and Appraising Staffs Work Performance Principles: open and clear fair and square far and wide Functions: encourage staff urge on staffs with unsatisfactory result help human resource management Compensating management Content of compensation: wage and salary incentive payment benefits welfare and insurance Principles: it should be competitive it should be incentive Human Resource Storing information about present staff information about those who can get better improvement through training information 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 retailing, 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 that help hotels in the following areas:AdministrationCommunicationsControl FinanceInternal systemsManagementMarketing Advantages of IT in Hotel accuracy cheap - save clerical labour Systems in IT Property management system Telephone service system New maintenance and engineering system Definition of HMIS HMIS 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 HMIS HIMS is an open system HIMS is an assistant system HIMS is a feedback system Four Common Types in HMIS IRM ( 互联网预定模块） Internet Reservation Module allows millions of potential guests, groups, travel agents and wholesalers to check availability and make commission-free reservations 24 hours a day, 365 days a year. GDS （全球分销系统） The Global Distribution System is a computer network designed by the airlines to provide travel agents with access to hotel by using a GDS powered travel website. CRS ( 中央预定系统） A Central Reservation System is employed by those companies with multiple properties. Reservation can be made at either the central reservation office or at the branches. EIS ( 管理信息系统） Executive Information System is HMIS in daily management and cost control. Management of Housekeeping DepartmentGeneral Information about Housekeeping DepartmentDefinition:Housekeeping department is charged with maintaining guestrooms and public space in satisfactory conditions.Work scope:Tasks of bedmaking, vacuuming, dusting, and bathroom cleaning Housekeeping department manager is knowledgeable about staff diversity issues, building relations with unions, and maximizing the uses of available technology and health and safety concerns. Features of Housekeeping Work The service process is complex and complicated. Its work is more of casual natural. Its difficult to control the service cost and quality. Management Structure in Housekeeping DepartmentGuestroom center will be responsible for the overall controlling of its service to guests, including providing articles, keeping keys and contacting other departments. Room unit provides indoor service, including cleaning all the guestrooms, changing articles for the guestrooms, and ensuring the safety of all guestrooms on individual floor.