饭店英语教材Welcome to the Hotel English textbook! In this comprehensive guide, we will cover everything you need to know about working in a hotel environment and communicating effectively in English. Whether you are a hotel staff member, a student studying hospitality, or simply someone looking to improve their English language skills in a hotel setting, this textbook is designed to provide you with the essential language and phrases you need to succeed.Chapter 1: Greeting and Welcoming Guests。
The first impression is crucial when it comes to welcoming guests to a hotel. In this chapter, you will learn how to greet guests with a warm and friendly attitude. You will also learn how to use polite language and gestures to make guests feel welcome and valued. From the moment a guest arrives at the hotel, it is important to create a positive and welcoming atmosphere, and this chapter will provide you with the language skills to do just that.Chapter 2: Checking In and Out。
《旅游接待业Introduction to Hospitality》课程教学大纲一、课程基本信息课程代码：20080092课程名称：旅游接待业（全英）英文名称：Introduction to Hospitality课程类别：专业课学时：32学分：2适用对象：旅游管理（中外人才培养实验班）考核方式：考试先修课程：无二、课程简介This course provides an understanding of Tourism, Hospitality and Events as separate fields of study and the interrelationship between them all. It looks at the role of THE in society, its involvement with industry and government and its impact on the environment. Tourism, hospitality and events are often viewed as almost separate industries/activities and university degree programs. However, this course is designed to study the inter-relationships that exist between these industries and to demonstrate how they fit into the wider industrial and social landscapes.Given the increasing trend towards globalization, both socially and economically, the course will take a global perspective of these industries/activities to exemplify how they are related to, and influence the nature of, one another.As a result of this course, students should recognize that although they may be focusing their studies on one particular industry/activity they need to take into account all the others in order to fully understand their chosen area of expertise.三、课程性质与教学目的This course aims for students to develop their knowledge and understanding of the industries/activities of tourism, hospitality and events. In particular students should have aclear understanding of the sectors of these industries/activities and the inter-relationships that exist between them.After successfully completing this course you should be able to:1.clearly define tourism, hospitality and event management；prehend and report on the inter-related nature of tourism, hospitality and events；3.understand and explain the concepts, evolution and impacts of tourism, hospitality andevents globally；4.work with peers to synthesise and communicate information on a particular topic fromthe body of knowledge on tourism, hospitality, and events；5.demonstrate academic literacy and ethical scholarship, and appreciate how this appliesto future studies；pare tourism and hospitality industries in China and globally, especially theroles of different actors and management/government principles in different countrie s.四、教学内容及要求Chapter 1 Introducing Hospitality1.Learning Objectives1.1Discuss the history of hospitality through the ages.1.2Describe the characteristics of the hospitality industry.1.3Explain corporate philosophy and total Quality Management.1.4Discuss the many facets of service and why it has become such an important part ofthe hospitality industry.1.5Suggest ways to improve service.1.6Discuss current trends in the hospitality industry.2.Contents2.1Hospitality through the ages.2.2The interrelated nature of hospitality and tourism.2.3Characteristics of the hospitality industry.2.4Sustainable hospitality.2.5Trends in hospitality and tourism.3.Review and Discussion3.1Compare and contrast the characteristics of the hospitality industry in relation to thetourism industry.3.2Identify the corporate philosophy of the global hospitality industry.3.3Assess the importance of Total Quality Management in the global hotel industry.3.4What is the difference between Total Quality Management and quality control?3.5Describe the history of the global hospitality industry.3.6Apart from sustainability and green travel, discuss two key trends in hospitality andtourism.4.Teaching MethodsLecture, Online resources application.Chapter 2 The Hotel Business1.Learning Objectives1.1Describe hotel ownership and development via hotel franchising and managementcontracts.1.2Explain the diamond rating classification of hotels.1.3Classify hotels by rating system type, location, and price.1.4Discuss the concept and growth of vacation ownership.1.5Discuss sustainable/green lodging.1.6Identify trends influencing the hotel business.2.Contents2.1Hotel development and ownership2.2Classification of hotels and lodging properties2.3International perspectives2.4Sustainable or green lodging2.5Trends in hotel development and management3.Review and Discussion3.1Why do you think an entrepreneur would choose to purchase a hotel instead ofacquiring a franchise?3.2Evaluate the importance of various hotel rating systems.3.3Critically assess the trends that you feel will have the biggest impact on the futureof the global hospitality industry.4.Teaching MethodsLecture, Online resources application.Chapter 3 Rooms Division1.Learning Objectives1.1Outline the duties and responsibilities of key executives and department heads.1.2Draw an organizational chart of the rooms division of a hotel and identify theexecutive committee members.1.3Describe the main functions of the rooms division departments.1.4Describe property management systems and discuss yield management.1.5Calculate occupancy percentages, average daily rates, and actual percentage ofpotential rooms revenue.1.6Outline the importance of the reservations and guest services functions.1.7List the complexities and challenges of the concierge, housekeeping, andsecurity/loss prevention departments.2.Contents2.1 The functions and departments of a hotel2.2Management structure and roles of departments2.3 Security/loss prevention2.4 Trends in hotel development and management3.Review and Discussion3.1Briefly define the purpose of a hotel. Why is it important to empathize with theculture of guests?3.2List the main responsibilities of the front- office manager.3.3What are the benefits of using a central reservation system?3.4Why is the concierge an essential part of the personality of a hotel?3.5Explain the importance of accident and loss prevention. What security measures aretaken to protect guests and their property?4.Teaching MethodsLecture, Online resources application.Chapter 4 Food and Beverage1.Learning Objectives1.1Describe the duties and responsibilities of a food and beverage director and otherkey department heads.1.2Describe a typical food and beverage director’s day.1.3State the functions and responsibilities of the food and beverage departments.1.4Perform computations using key food and beverage operating ratios.2.Contents2.1 Food and beverage management2.2 Kitchen2.3 Stewarding department2.4 Catering department2.5 Sustainable wine production2.6 Sustainable brewing2.7 Trends in the beverage industry3.Review and Discussion3.1Briefly describe the challenges a food and beverage director faces on a daily basis.3.2List the measures used to determine the food and beverage department’s profit andloss.3.3Explain the problems a hotel faces in making the following departments profitable:restaurants, bars, and room service.3.4Explain the importance of the catering department for a hotel and list theresponsibilities of a catering sales manager (CSM).4.Teaching MethodsLecture, Online resources application.Chapter 5 The Restaurant Business and Management1.Learning Objectives1.1Describe a restaurant’s front of the house.1.2Explain how restaurants forecast their business.1.3Describe restaurant service.1.4Describe front- and back-of-the-house systems.1.5Outline back-of-the-house operations.1.6Summarize restaurant management financials.2.Contents2.1 The restaurant business2.2 Franchises2.3 Sustainable restaurant operations2.4 Back-of-the-house operation2.5 Restaurant management financials2.6 Trends in the restaurant industry3.Review and Discussion3.1Most restaurants forecast a budget on a weekly and monthly basis, one that projectssales and costs for a year in consideration of guest counts and the average guest check.3.2To operate a restaurant, products need to be purchased, received, and properlystored.3.3Food production is determined by the expected business for the next few days. Thekitchen layout is designed according to the sales forecasted.3.4Good service is very important. In addition to taking orders, servers act assalespersons for the restaurant.3.5The front of the house deals with the part of the restaurant having direct contactwith guests, in other words, what the guests see—grounds maintenance, hosts/ hostesses, dining and bar areas, bartenders, bussers, and so on.3.6The back of the house is generally run by the food service/kitchen manager, andrefers to those functional areas and tasks with which guests usually do not come in contact. This includes purchasing, receiving, storing/issuing, food production, stewarding, budgeting, accounting, and control.4.Teaching MethodsLecture, Online resources application.Chapter 6 Tourism and managed services1.Learning Objectives1.1Summarize the historical impact of transportation on tourism.1.2Define tourism and describe the important international tourism organizations.1.3Describe the benefits and prospects of tourism.1.4Describe the economic impact of tourism.1.5Identify the promoters of tourism.1.6Summarize the sociocultural impact of tourism.1.7Describe ecotourism.2.Contents2.1 The historical impact of transportation on tourism2.2 What is tourism in the 21st century?2.3 The economic, social and cultural impact of tourism2.4 Ecotourism2.5 Sustainable tourism2.6Cultural, heritage, nature, and volunteer tourism2.7Trends in tourism and travel3.Review and Discussion3.1Give a broad definition of tourism and explain why people are motivated to travel.3.2explain the objectives of the UNWTO. What are the characteristics of the travel andtourism industry according to the UNWTO and the WTTC?3.3Choose a career in the tourism business and give a brief overview of what yourresponsibilities would be.3.4Discuss the positive and negative impacts that tourism can have on a country inrelation to tourism pollution and ecotourism.4.Teaching MethodsLecture, Online resources application.Chapter 7 Recreation, Attractions, and Clubs1.Learning Objectives1.1Discuss the relationship of recreation and leisure to wellness.1.2Explain the origins and extent of government-sponsored recreation.1.3Distinguish between commercial and noncommercial recreation.1.4Identify different types of major attractions in China and globally.2.Contents2.1 Recreation, leisure and wellness2.2 Government-sponsored recreation3.2Commercial recreation attractions3.3Managing attractions3.4Noncommercial recreation2.6 Trends in recreation and leisure3.Review and Discussion3.1Define recreation and its importance to human wellness. What factors affect anindividual’s decision to participate in recreational activities?3.2Describe three recreation activities that are sponsored by the Chinesegovernment and identify the superiority of the socialist system.3.3Briefly describe the difference between commercial and noncommercial recreation.4.Teaching MethodsLecture, Online resources applicationChapter 8 Gaming Entertainment1.Learning Objectives1.1Outline the history of modern casinos.1.2Describe the various components of modern casino hotels.1.3Explain how casinos have been integrated into larger hospitality operations.1.4Understand the basic principles of casino operations.1.5Discuss the different positions within the gaming industry.2.Contents2.1 Historical review of gaming entertainment2.2Case of Macau2.3Working in a casino resort2.4Sustainability in gaming entertainment2.5Trends in the gaming entertainment industry3.Review and Discussion3.1What defines a gaming entertainment business?3.2Explain the attraction of gaming entertainment as a tourist.3.3Why is it necessary for strict regulations to be in force on the casino floor?3.4How are hotel operations in a gaming entertainment business different from hoteloperations in a nongaming environment?4.Teaching MethodsLecture, Online resources applicationChapter 9 Meetings, Conventions and Expositions1.Learning Objectives1.1List the major players in the convention industry.1.2Describe destination management companies.1.3Describe the different aspects of being a meeting planner.1.4Explain the different types of meetings, conventions, and expositions.1.5List the various venues for meetings, conventions, and expositions.2.Contents2.1 Development of the meetings, conventions, and expositions industry2.2 Key players in the industry2.3 Types of meetings, conventions, and expositions2.4 Historical associations2.5 venues for meetings, conventions, and expositions1.6Sustainable meetings, conventions, and expositions2.6 Trends in meetings, conventions, and expositions3.Review and Discussion3.1Which new technologies are being used in meetings and conventions?3.2Why are cruise ships being increasingly used as venues for meetings?3.3Discuss the role and functions of a DMC.3.4Outline the format of a typical convention program.4.Teaching MethodsLecture, Online resources applicationChapter 10 Special Events1.Learning Objectives1.1Define a special event.1.2Describe what event planners do.1.3Classify special events.1.4Outline the skills and abilities required for event management.1.5Identify the main professional organizations and associations involved with thespecial events industry.2.Contents2.1 Classifications of special events2.2What event planners do2.3Required skills and abilities for event management2.4Special event organizations2.5Sustainability in special events2.6 Trends in the special events industry3.Review and Discussion3.1What are the responsibilities of an event planner?3.2What are the challenges for event planners and managers?3.3Describe three of the classifications of special events.3.4Describe what organizers should do for crisis management.4.Teaching MethodsLecture, Online resources applicationChapter 11 Leadership and Management1.Learning Objectives1.1Identify the characteristics and practices of leaders.1.2Define leadership.1.3Identify the characteristics and practices of management.1.4Define management.1.5Differentiate between leadership and management.1.6Discuss ethics in hospitality.2.Contents2.1 Leadership in hospitality management2.2Sustainable leadership2.3 Ethical dilemmas in hospitality2.4 Trends in leadership and management3.Review and Discussion3.1Give examples of the management functions as they apply to the hospitalityindustry.3.2Discuss the changing role of managers.3.3Define leadership and name the essential qualities of a good leader.4.Teaching MethodsLecture, Online resources application六、课程考核（一）考核方式考试（二）成绩构成平时成绩占比：40% 期末考试占比：60%（三）成绩考核标准1. Assessment:Presentation: Content (40%) + Structure (30%) + Oral Presentation (15%) + Aesthetics (15%)Reading Report: Content (40%) +Structure (30%) + Grammar (20%) + Aesthetics (10%)2. Class Attendance3. Finals七、推荐教材和教学参考资源1.Walker, J. R. (2017). Introduction to Hospitality (7th ed.). Prentice Hall.2.Ford, R.C., Sturman, M.C. & Heaton, C.P. (2012). Managing Quality Service inHospitality: How Organizations Achieve Excellence in the Guest Experience. Pages 14-17.3.Weaver, D. & Lawton, L. (2014). Tourism Management, 5th Ed. Pages 50-60.4.Walker, J.R. (2013). Introduction to Hospitality, 6th Ed. Pages 354-356.5.UNWTO. (2019). Tourism Highlights. https:///10.18111/97892844211526.Weaver, D. & Lawton, L. (2014). Tourism Management, 5th Ed. Pages 286-295.7.Ford, R.C., Sturman, M.C. & Heaton, C.P. (2012). Managing Quality Service inHospitality: How Organizations Achieve Excellence in the Guest Experience.lard, N. (2006). Learning from the ‘wow’ factor- how to engage customers throughthe design of effective affective customer experiences. BT Technology, 24(1), 11-16.9.Calahan, M. (2014). What do the words hospitality and customer service mean to you?10.Coussement, M.A., Tanyatanaboon, M., Li, Z., Shportko, A. & Miao, L. (2014). Astrategy of duality: New choreography for the Marriott/Ritz-Carlton dance. Journal of Hospitality & Tourism Cases.。
Oracle Hospitality SimphonyFirst EditionOracle Hospitality Simphony First Edition is an enterprise hospitality management platform that provides point-of-sale (POS) and back-office functionality on fixed and mobile devices to support stadiums, arenas, and other food and beverage (F&B) operations. Available as a cloud service (Oracle Hospitality Simphony First Edition Cloud Service) or as an on-premises solution (Oracle Hospitality Simphony First Edition Foundation), it enables operational efficiency with centralized management, providing standardized reporting and advanced management controls. Oracle Hospitality Simphony First Edition is highly scalable; it can support thousands of workstations or single property operations.C O M P R E H E N S I V E P O I N T-O F-S A L EF U N C T I O N A L I T YK E Y F E A T U R E S•Oracle Hospitality Simphony First Edition Cloud Service available in the cloud to provide agility while reducing IT costs•Oracle Hospitality Simphony First Edition Foundation available on premises, making it ideal for every environment•Ability to continue trade if internet connection is lost•Mobile enabled with multiple hardware options for flexibility •Centralized management of menus, pricing, and promotions•Flexible order management controls to suit all environments•Powerful reporting for comprehensive real-time data accessible by mobile device•Kitchen management functionality for consistency and efficiency •Optional services for loyalty and gift cards, inventory, and loss prevention •Integration to online ordering and payment applications •Multilanguage and currency support Modern and MobileElevate the guest experience anywhere with mobile devices for Oracle Hospitality Simphony First Edition. Provide your customers with the freedom of ordering from the comfort of their seats, and stand out from your competition by offering mobile payments that increase customer engagement.Centralize the EnterpriseOracle Hospitality Simphony First Edition provides F&B operators with a centralized solution for simplified, agile management and control. Every POS terminal within the enterprise can be updated from a central location—giving you complete control over menus, pricing, and promotions. This enables a consistent guest and brand experience, while removing your dependency on a property expert at every location who understands how to make changes. Centralization also enables changes to be planned and tested weeks and months in advance so that rollouts are smooth and on time.Streamlining Food and Beverage OperationsOracle Hospitality Simphony First Edition was designed to serve and enhance the F&B industry. It features a multitude of functions created specifically for hospitality, including tools to ensure timely guest seating, food delivery, and loyalty tracking:∙Ensure your future orders will always be on time. Oracle Hospitality Simphony First Edition automatically sends online and call-ahead orders to the kitchen based on when they are needed.∙Ensure accurate food delivery with the seat management feature. With this functionality, any staff member is able to deliver food to a specific seat, and eachguest can receive a separate check.K E Y B E N E F I T S•Choose cloud or on premises to suit your enterprise•Take guest engagement to a new level with POS that extends to mobile •Maximize consistency through centralized management, increasing efficiency and customer satisfaction •Bring ideas and innovations to market faster with increased speed and agility•Manage multiple operation styles within one enterprise•Maximize ROI with additional modules for loss prevention, loyalty, and inventory•Exceptional integration functionality—leverage APIs for mobile payments, online ordering, and more ∙Easily manage multiple courses. Oracle Hospitality Simphony First Edition can automatically trigger a fixed-price menu based on the seat and items ordered,eliminating the need for multiple menu creation.∙Maximize efficiency and quality with kitchen management functionality.Enterprisewide Real-Time Reporting and AnalyticsOracle Hospitality Reporting and Analytics Advanced Cloud Service is an integrated component of Oracle Hospitality Simphony First Edition. It organizes and consolidates business-critical data into easy-to-view reports and dashboards. As a cloud reporting solution, it gives you access to real-time performance data from across your entire enterprise, helping you to make informed business decisions. This data is also made available through inMotion—a mobile app that is a downloadable companion tool to Oracle Hospitality Reporting and Analytics Cloud Service that enables you to see sales, guest numbers, covers, or other key metrics anytime, anywhere.Increase Control with ForecastingOracle Hospitality Simphony First Edition gives you increased control of your business through the forecasting module within Oracle Hospitality Reporting and Analytics Advanced Cloud Service. The forecasting module enables you to track sales and other performance metrics against your expected results, so you can clearly and quickly see where adjustments must be made.Improve Customer Engagement with Gift and LoyaltyOracle Hospitality Gift and Loyalty Advanced Cloud Service is an add-on product that integrates with Oracle Hospitality Simphony First Edition. It enables F&B operators to improve engagement with their guests and encourage customer loyalty. With the gift and loyalty functionality, innovative programs can be easily created and efficiently managed to reward the right customers at the right time.Oversee Inventory for Maximum ProfitabilityInventory is another major cost for any F&B operator, and waste or theft can have a considerable impact on profitability. At the same time, guest satisfaction relies on having sufficient stock to never disappoint a customer. Oracle Hospitality Inventory Management Cloud Service—an add-on module to Oracle Hospitality Simphony First Edition—gives you control of your stock, enabling you to monitor availability and usage without needing to physically check your stores.Monitor Your Business with Loss PreventionImplementing Oracle Hospitality XBRi Loss Prevention Cloud Service with Oracle Hospitality Simphony First Edition enables F&B managers to centrally monitor activity on every POS terminal throughout an entire enterprise. Sophisticated techniques enable unexpected transactions or behavior to be identified and flagged for investigation.Introduce Exceptional Venue ManagementFor stadiums and arenas in North America, Oracle Hospitality Simphony First Edition Venue Management Foundation manages perpetual inventory, goods-out-of-stock2 | ORACLE HOSPITALITY SIMPHONY FIRST EDITION3 | ORACLE HOSPITALITY SIMPHONY FIRST EDITION R E L A T E D P R O D U C T S The Oracle Hospitality suite includes thefollowing:• Oracle Hospitality Reporting andAnalytics Advanced Cloud Service• Oracle Hospitality Gift and LoyaltyAdvanced Cloud Service• Oracle Hospitality InventoryManagement Cloud Service• Oracle Hospitality XBRi LossPrevention Cloud Service• Oracle Hospitality Forecasting andBudget Cloud Service• Oracle Hospitality MarketSegmentation Cloud Serviceaccounting, ordering, receiving, cash pickups, and deposits for events. By trackinginventory before, during, and after each event and comparing it with product movement data from Oracle Hospitality Simphony First Edition, revenue can be accurately tracked with minimal manual effort, while also helping with restocking and shrinkage control. Optimize the Guest Experience in Stadium Suites Oracle Hospitality Suites Management is designed for stadiums and arenas that offer luxury suites to guests. Using this add-on module with Oracle Hospitality Simphony First Edition, guests can preorder F&B packages for delivery to their luxury suites at designated times. Guests can add to their preorders throughout the event and receive a single invoice, ensuring a first-class experience. Grow Your Enterprise Through Innovation Oracle Hospitality Simphony First Edition gives F&B operators the ability to remain at the forefront of innovation. The cloud enables new features and functionality to be speedily introduced across the entire enterprise —no lengthy rollout programs. Through partnerships with third-party solutions, such as mobile payments and online ordering, the latest innovations can be introduced, quickly bringing ideas to market. Servicing a Wide Range of Food and Beverage Operations Oracle Hospitality Simphony First Edition is a proven solution for a wide range of F&B operations, including stadiums and arenas, table service and quick service restaurants, coffee shops, hotels, casinos, travel hubs, and theme parks. In each case, Oracle Hospitality Simphony First Edition scales from running thousands of POS terminals across a large enterprise to operations with a single location. A Complete Solution for Your Enterprise Oracle Hospitality Simphony First Edition is the ideal solution for any enterprise that wants to offer numerous concepts —for example, combining fine dining with concessions. This, combined with the solution’s functionality for POS, loyalty, inventory, loss prevention, labor, and reporting, makes Oracle Hospitality Simphony First Edition an extremely powerful yet flexible solution for your business.C O N T A For more information about Oracle Hospitality Simphony First Edition, visit or call +1.800.ORACLE1 to speak to an Oracle representative.C O N N E C T W I T H U S/hospitality/OracleHospitality/OracleHospCopyright © 2012, 2015, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only, and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. 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