酒店督导管理(第二版)

**章管理概述



Chapter 1Introduction to Management

**节管理的内涵/2



Implications of Management

第二节管理主体与客体/3



Subjects and Objects of Management

第三节管理组织结构与管理职能/8



Management Organization Structure and Management Function





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第二章督导与酒店督导概述



Chapter 2Introduction to Supervision and Hotel Supervision

**节酒店督导的内涵/17



Implications of Hotel Supervision

第二节酒店督导的管理职能/21



Management Function of Hotel Supervision

第三节衡量优秀酒店督导的八项标准/29



The Eight Standards of Excellent Hotel Supervision





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第三章团队建设与管理



Chapter 3Team Building and Management

**节团队概述/37



Introduction to Teamwork

第二节团队建设阶段与工作方法/46



The Stages and Approaches for Making A Team

第三节培育团队精神/50



Raising Teamwork Spirits





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第四章领导技能



Chapter 4Leadership Skills

**节领导影响力的运用/58



Application of Leadership

第二节形成自己的领导风格/64



Forming Leadership Styles

第三节提高领导素质/71



Improving Leaders’ Qualities













目录















76







第五章激励技能



Chapter 5Incentive Skills

**节激励的原理、理论及应用/77



Incentive Principles, Theory and Application

第二节工作中的激励技巧/85



Incentive Skills in The Working Environment



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第六章管理沟通



Chapter 6Management Communication

**节管理沟通概述/94



Introduction to Management Communication

第二节有效的管理沟通/102



Effective Management Communication

第三节常用的沟通方式与沟通技巧/110



Commonlyused Communication Methods and Skills







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第七章时间管理



Chapter 7Time Management



**节时间管理概述/120



Introduction to Time Management

第二节时间分析的方法/122



The Methods for Time Control Analysis

第三节时间管理的技巧/126



Time Management Skills





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第八章前厅部督导管理



Chapter 8Front Office Supervision Management

**节前厅部督导工作职责和内容/132



Front Office Supervision Duties and Worklist

第二节前厅督导管理程序与规范/139



Operational Process and Regulations of Front Office Supervision

第三节前厅督导管理案例分析/146



Front Office Supervision Management and Related Case Analysis





151







第九章客房部督导管理



Chapter 9Housekeeping Supervision Management

**节客房部督导管理职责和内容/152



Housekeeping Supervision Management Function and Worklist

第二节客房督导工作程序与规范/158



Operational Process and Regulations of Housekeeping Supervision

第三节客房督导管理案例分析/163



Housekeeping Supervision Management and Related Case Analysis





168







第十章餐饮部督导管理





Chapter 10The Food and Beverage Department Supervision Management

**节餐饮部督导管理职责和内容/169



The Food and Beverage Department Supervision Management Function and Worklist

第二节餐厅督导工作检查标准/173



Restaurant Supervision And Inspection Standards

第三节餐厅督导工作程序规范/176



Operational Process and Regulations of Restaurant Supervision



第四节餐厅督导管理案例分析/190



Restaurant Supervision Management and Related Case Analysis









197









第十一章康乐部督导管理



Chapter 11Recreational Department Supervision Management



**节康乐部督导工作职责和内容/198



Responsibilities and Duties of Recreational Department Supervision

第二节康乐部督导工作程序规范/204



Work Procedure Standards of Recreational Department Supervision

第三节康乐部督导管理案例分析/208



Case Analysis of Recreational Department Supervision Management





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参考文献



References