1
第一章酒店运营管理概述
Chapter 1Introduction of hotel operation and management第一节酒店基本概念和分类/1
Basic hotel concepts and classifications第二节中外酒店业发展简史/8
A brief history of the development of hotel industry at home and abroad第三节酒店运营管理基础知识与方法/10
Basic knowledge and methods of hotel operation and management第四节“互联网+”背景下的中国酒店业/14
Chinese hotel industry in the context of “Internet +”
20
第二章酒店投资与开发
Chapter 2Hotel investment and exploitation第一节酒店投资概述/20
Introduction of hotel investment第二节酒店投资决策要素分析/23
Contents and methods of hotel investment decision analysis第三节酒店投资与开发测评/30
Economic considerations of hotel investment and exploitation42
第三章酒店窗口部门的运营与管理
Chapter 3Operation and management of hotel window department第一节酒店前厅部运营与管理/43
Operation and management of hotel lobby第二节酒店客房部运营与管理/51
Operation and management of hotel housekeeping第三节酒店餐饮部运营与管理/62
Operation and management of hotel catering
目录 70
第四章现代酒店营销管理
Chapter 4Modern hotel marketing management第一节酒店营销活动概述/71
Introduction of hotel marketing第二节酒店服务营销/75
Hotel services marketing第三节酒店关系营销/79
Hotel relationship marketing第四节酒店营销创新/84
Innovation of hotel marketing
92
第五章现代酒店人力资源管理
Chapter 5Modern hotel human resource management第一节酒店人力资源概述/92
Introduction of hotel human resource第二节酒店员工的招聘/96
Recruitment of hotel employees第三节酒店员工培训/103
Training and development of hotel employees第四节酒店绩效管理/106
Hotel performance management第五节酒店薪酬福利管理/112
Hotel salary and welfare management
118
第六章现代酒店服务质量管理
Chapter 6Modern hotel service quality management第一节酒店服务质量概述/118
Introduction of hotel service quality第二节酒店服务质量的评价/120
Evaluation of hotel service quality第三节酒店服务质量管理策略/124
Strategies of hotel service quality management
134
第七章酒店财务与收益管理
Chapter 7Hotel finance and revenue management第一节酒店财务分析/134
Methods of hotel financial analysis第二节酒店收益管理/142
Hotel revenue management第三节资本市场中的酒店管理/150
Hotel management in capital market第四节基于Cesim软件的模拟管理方法/155
Management methods based on CESIM
168
第八章现代酒店信息化管理
Chapter 8Modern hotel information management第一节酒店电子商务概论/169
Introduction of hotel ecommerce第二节酒店网上订房/171
Hotel online booking第三节酒店CRM管理与实践/179
Hotel customer relationship management and its practice
190
第九章现代酒店业全价值链管理
Chapter 9The whole value chain management of modern hotel第一节现代酒店业全价值链解读/190
Interpretation of the whole value chain第二节现代酒店业全价值链投资策略/201
Investment strategies of the whole value chain第三节现代酒店业全价值链投资盈利模式/206
Profit model of the whole value chain
214
第十章现代酒店集团化运营与管理
Chapter 10Operation and management of modern hotel group第一节世界酒店集团化发展的历史与现状/215
History and present situation of global hotel group第二节酒店集团化运营的优势与管理模式/219
Operation strength and management models of hotel group第三节世界著名酒店集团化运营管理的策略/221
Operation and management strategies of global famous hotel groups第四节我国酒店集团化运营管理现状与趋势/227
Present situation and trends of Chinese hotel group management
237
附录
Appendix
243
参考文献
References
