《饭店管理专业英语（第二版）》主要从饭店管理专业的工作实际出发，内容主要包括：饭店管理概述、服务和质量管理、人力资源管理、市场管理、会计管理、安全与卫生管理、前厅客房餐饮娱乐部门管理、设备和信息管理以及案例研究等等，为读者提供了实用的饭店管理知识和地道的英文。旨在培养既懂英语又懂管理专业知识的复合型管理人才。
《饭店管理专业英语（第二版）》选材新颖，内容覆盖面广。书中所选材料新颖、实用、详实，包括饭店管理概述、服务和质量管理、人力资源管理、市场管理、会计管理、安全与卫生管理、前厅客房餐饮娱乐部门管理、设备和信息管理以及案例研究等，为读者提供了实用的饭店管理知识和地道的英文。
Unit 1 General Introduction to Hotel Management
Unit 2 Organizational Structure of a Hotel
Unit 3 Service Quality and Total Quality Management
Unit 4 Human Resources Management
Unit 5 Customer Relationship Management
Unit 6 Marketing Management
Unit 7 Accounting Management
Unit 8 Management of the Front Office
Unit 9 Case Study： a Day in the Life of a Front Office Manager
Unit 10 Management of the Housekeeping Department
Unit 11 Management of the Food and Beverage Department
Unit 12 Management of the Recreation Department
Unit 13 Hotel Equipment Management
Unit 14 Security and Hygiene Management
Unit 15 Management of Legal Environment
Unit 16 Hotel Management Information System
Unit 17 Operation of Hotel Groups
Unit 18 Case Study： Marriott
Key to the Exercises
《饭店管理专业英语（第二版）》：
First，by developing a closer relationship with customers， the firm may gain a competitive edge and， through increased switching costs， may be able to defend it.Over time individual customers typically educate a company about their individual needs，wants， and preferences—a costly process that they are reluctant to repeat with a rival.Thus， getting to know customers intimately creates a barrier to imitation of the leader's strategies.
Second， effective CRM can lead to increased customer satisfaction.Properly implemented， the customer—company dialogue facilitates the tailoring of products and services closely to individual needs， and the development of new products and services to meet changing need or even anticipate future need.
Third， using CRM techniques contributes to decreasing overall marketing expenditure.
Acquiring new customers is estimated to be more expensive than keeping existing ones.And， last， developing a closer relationship with customers is thought to increase customer loyalty， and loyal customers are thought to stay with the firm longer， buy more from it， and buy more often.An often quoted statistic is that companies can improve profitability by between 25 and 85 percent by reducing customer defections by 5 percent.While the value ofloyalty is currently being debated， for some time lodging firms have been fostering loyalty through frequent traveler programs and CRM may be seen as the next logical step.
……
书单推荐
