出版日期：2006.03

       主编：姜玲，贺湘辉

   出版社：广东经济出版社

图书目录：                                                        第一章 现代酒店概述
                                                                                    第一节 酒店业与酒店产品
                                                                                                  酒店业与酒店
                                                                                                  酒店产品及特征
                                                                                    第二节 酒店的产生与发展
                                                                                                  世界酒店的产生与发展
                                                                                                  中国酒店业的生产与发展
                                                                                    第三节 酒店的分类与等级
                                                                                                  酒店分类的目标与意义
                                                                                                  酒店分类的方法
                                                                                                  酒店等级的划分
                                                                                    第四节 酒店的功能和结构布局
                                                                                                  酒店功能和结构布局的原则
                                                                                                  前台部分的功能和结构布局
                                                                                                  后台部分的功能和结构布局
                                                                                                  案例分析 “假日酒店联号”的管理方法
                                                                                                  本章小结
                                                                            第二章 酒店管理概述
                                                                                    第一节 酒店管理概述
                                                                                                  酒店管理的基本含义
                                                                                                  酒店管理的对象和内容
                                                                                    第二节 酒店管理职能
                                                                                                  计划职能
                                                                                                  组织职能
                                                                                                  指挥职能
                                                                                                  协调职能
                                                                                                  控制职能
                                                                                                  案例分析 环环相扣的5个例会
                                                                                                  本章小结
                                                                            第三章 现代酒店组织管理
                                                                                    第一节 酒店的组织结构
                                                                                                  酒店各部分的划分
                                                                                                  酒店组织结构类型
                                                                                    第二节 酒店规章制度
                                                                                                  对规章制度的认识
                                                                                                  基本制度
                                                                                                  部门制度
                                                                                                  专业管理制度
                                                                                                  酒店工作制度
                                                                                                  制度的执行
                                                                                                  案例分析 宴会领班的苦恼
                                                                                                  本章小结
                                                                            第四章 现代酒店接待业务管理
                                                                                    第一节 现代酒店前厅服务与管理
                                                                                                  前厅部的作用
                                                                                                  前厅部的职能
                                                                                    第二节 现代酒店客房服务与管理
                                                                                                  客房清洁保养工作及管理
                                                                                                  客房对客服及管理
                                                                                    第三节 现代酒店餐饮服务与管理
                                                                                                  餐饮部的经营环节
                                                                                                  餐饮服务的主要环节
                                                                                    第四节 现代酒店康乐服务与管理
                                                                                                  康乐设施类型及经营特点
                                                                                                  康乐服务质量的控制与管理
                                                                                                  案例分析 “客人永远是对的”
                                                                                                  本章小结
                                                                            第五章 现代酒店服务质量管理
                                                                            第六章 现代酒店人力资源管理
                                                                            第七章 现代酒店营销管理
                                                                            第八章 现代酒店设备物资与安全管理
                                                                            第九章 现代酒店信息管理
                                                                            第十章 现代酒店企业文化建设与公共关系