《电子教案lesson09章节》由会员分享，可在线阅读，更多相关《电子教案lesson09章节（47页珍藏版）》请在金锄头文库上搜索。
1、Lesson Nine,Hotel Management,1. Size of hotels 2. Main Business 3. Computer systems 4. Yield management 5. Departments,Size of hotels,Hotel properties range from tiny to huge in size. The majority of properties offer between 100 and 200 units. Most properties perform basically the same functions, bu
2、t the way in which they accomplish them varies with the property size.,refers to any lodging facility such as a hotel or motel,A large property may employ a general manager under whom an executive assistant manager assumes responsibility for day-to-day operations. Often a resident manager supervises
3、 several departments on his or her side of the house, a food and beverage manager reports to the “exec.”,In the l00-unit inn, the general manager may be responsible for running the rooms and for supervising an assistant manager responsible for food and beverage .,with an executive housekeeper and pe
4、rhaps front-office manager or chief clerk,The restaurant in a small inn may be run by a restaurant manager who directly supervises all the employees with help from lead employees in each functional area on each shift. Because it is economical and convenient in small properties.,Main Business,Room re
5、ntal is a hotels main business and its major source of profit. The day-to-day operations of the typical rooms department yield a departmental income of 70 percent or more.,the revenue remaining after the direct operating costs of the department are taken out,So the people on the room side of the hou
6、se are crucial to the operations financial success. More than any other group, the desk clerks represent the hotel to its guests.,adj:至关紧要的;极重要的；有决定性的,Computer systems,Most properties have computerized reservation systems(CRS) that keep track of the balance between rooms available and reservation re
7、quests. If a property does not have a computerized reservation system, they will block the days reservations.,The computer program or programs that embody the PMS (Property Management System) prompt the clerk to follow an appropriate work sequence for every task.,A computer-based lodging information
8、 system,The front-desk computer is interfaced to other systems, such as restaurant and bar point-of-sales (POS) terminals and a housekeeping-department terminal, front-office clerical routines are further simplified.,The connection and interaction between hardware, software and the user.,More and mo
9、re properties interface their front office not only with other departments but also with their chain or franchise groups central reservation system (CRS). It determine room availability directly and automatically from the individual property.,Yield management,It puts occupancy and average rate per r
10、ented room together, using forecasting based on the history of past sales, sets out to get the best combination of occupancy and ADR. Involves varying room rates according to the demand for rooms in any given time period.,Yield management poses management problems. 1) The potential for guest confusi
11、on . 2) Employee morale. It takes some of the judgment responsibilities out of reservationists and front desk workers jobs. people who have to use it might grow to resent the system .,v.愤恨, 怨恨;vt憎恶,Careful employee training is essential to secure an effective yield management system that is operated
12、 in a way that will not offend guests.,Departments,Security Housekeeping Concierge Hotel restaurant Marketing Engineering Accounting,Security,Managements problem is not just to protect the guest but also should weigh the high damage settlements. Hotel management can take such steps necessary to exer
13、cise its reasonable care.,Actions range from: installing new locks (about $250 per room or more), increasing lighting in parking lots and guest areas, uniformed guards installing closed circuit TV surveillance.,Housekeeping,It less-than-glamorous but essential department is as much a production depa
14、rtment of a hotel as the front desk. A hotel would have to close without clean rooms to rent.,It is usually headed by an executive housekeeper. In a smaller property, a linen room assistant may double as an assistant housekeeper and inspector. In larger properties, the executive housekeeper will hav
15、e at least one assistant and several supervisors .,Concierge,In luxury hotels, the concierge offers the guests important services. In most hotels, the front desk and bell staff generally share the work that the concierge does in the luxury property.,The concierge is likely to need up-to-date informa
16、tion about : 1)airport limousine schedules; 2)the hours of religious services and the locations of churches; 3)Some entertainment possibilities as sporting events, movies, and the theater.,Hotel restaurant,The economy and all-suite properties that offer only very limited food service usually a complimentary breakfast. But in full-service hotels, the food service operation continues to be not only a vital service but a key competitive weapon.,Some large properties offer a c
