本书介绍了当今酒店管理的相关知识，主要涉及酒店管理的新观念、新思路和新做法，酒店各主要部门的运作流程、具体管理内容。旨在帮助学生了解酒店管理的各环节，同时提高英语应用能力，通过动手实践和运用互联网信息，更快地了解国际酒店业的发展动向和有关的学术研究。

为了响应双语教学的号召，培养复合型旅游管理人才，现根据近几年国内外专业书籍和期刊，针对旅游管理专业的学生及相关部门的培训编写了本书。本书介绍了当今酒店管理的相关知识，主要涉及酒店管理的新观念、新思路和新做法，酒店各主要部门的运作流程、具体管理内容。旨在帮助学生了解酒店管理的各环节，同时提高英语应用能力，通过动手实践和运用互联网信息，更快地了解国际酒店业的发展动向和有关的学术研究。

CHAPTER 1 Introduction 

 1．Travel in History

 2．The Transportation Revolution

 3．About Hospitality Industry

CHAPTER 2 Service Makes Difference 

 1．What Is Service?

 2．Characteristics of Services

 3．Strategic Planning 

 4．The Strategic Service Vision

 5．Keys to Delivering Good Service

CHAPTER 3 Understanding the WOrId of Hotels

 1．Hotel Industry

 2．Hotel Guests

 3．Hotel Categories

CHAPTER 4 Hotel Organization

 1．How Is a Hotel Organized?

 2．Revenue Centers

 3．Cost Centers

CHAPTER 5 Managing and Leading Hospitality

 Enterprises-

 1．A Manager's Job

 2．The Importance of Leadership

 Appendix Eight Managerial/Leadership Roles

CHAPTER 6 Managing Human Resources

 1．Labor Trends

 2．Human Resources Programs

CHAmR 7 Marketing Hospitality

 1．The Marketing Concept

 2．Sales Management

 3．Advertising

 4．Public Relations

 5．Sales Promotion

CHAPTER 8 H0teI Contracts and Agreement

 1．Development of Hotel Chains

 2．Franchising Is Big Business

 3．Why Management Companies Exist

 4．Management Contracts

 5．Joint Venture

 6．Hotel Consortia

CHAPTER 9 Cost Control 

 1．Costing Concept

 2．The Impact of Cost Structure on Profitability

CHAPTER 10 Global Competition and the Future

 1．Long-term Tourism Growth Trends

 2．Tourism Growth in Asia and the Pacific 

 3．Technology and Automation

 4．Tourism and the Environment

 5．Mergers，Acquisitions，Cooperative Arrangements

Appendix 1

Appendix 2

Reference Books