酒店运营管理(第二版)

**章酒店运营管理概述Chapter 1Introduction of hotel operation and management**节酒店基本概念和分类/2Basic hotel concepts and classifications第二节中外酒店业发展简史/8A 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/10Basic knowledge and methods of hotel operation and management第四节“互联网 ”背景下的中国酒店业/14Chinese hotel industry in the context of “Internet ”21第二章酒店投资与开发Chapter 2Hotel investment and exploitation**节酒店投资概述/22Introduction of hotel investment第二节酒店投资决策要素分析/25Contents and methods of hotel investment decision analysis第三节酒店投资与开发测评/31Economic considerations of hotel investment and exploitation/43第三章酒店窗口部门的运营与管理Chapter 3 Operation and management of hotel window department**节酒店前厅部运营与管理/44Operation and management of hotel lobby第二节酒店客房部运营与管理/52Operation and management of hotel housekeeping第三节酒店餐饮部运营与管理/63Operation and management of hotel catering/72第四章现代酒店营销管理Chapter 4 Modern hotel marketing management**节酒店营销活动概述/73Introduction of hotel marketing第二节酒店服务营销/77Hotel services marketing第三节酒店关系营销/81Hotel relationship marketing第四节酒店营销创新/86Innovation of hotel marketing/95第五章现代酒店人力资源管理Chapter 5Modern hotel human resource management**节酒店人力资源概述/96Introduction of hotel human resource第二节酒店员工的招聘/100Recruitment of hotel employees第三节酒店员工培训/106Training and development of hotel employees第四节酒店绩效管理/109Hotel performance management第五节酒店薪酬福利管理/115Hotel salary and welfare management/122第六章现代酒店服务质量管理Chapter 6Modern hotel service quality management**节酒店服务质量概述/122Introduction of hotel service quality第二节酒店服务质量的评价/124Evaluation of hotel service quality第三节酒店服务质量管理策略/128Strategies of hotel service quality management/138第七章酒店财务与收益管理Chapter 7Hotel finance and revenue management**节酒店财务分析/138Methods of hotel financial analysis第二节酒店收益管理/146Hotel revenue management第三节资本市场中的酒店管理/155Hotel management in capital market第四节基于Cesim软件的模拟管理方法/160Management methods based on Cesim/173第八章现代酒店信息化管理Chapter 8Modern hotel information management**节酒店电子商务概论/174Introduction of hotel e-commerce第二节酒店网上订房/176Hotel online booking第三节酒店CRM管理与实践/185Hotel customer relationship management and its practice/196第九章现代酒店业全价值链管理Chapter 9 The whole value chain management of modern hotel**节现代酒店业全价值链解读/196Interpretation of the whole value chain第二节现代酒店业全价值链投资策略/207Investment strategies of the whole value chain第三节现代酒店业全价值链投资盈利模式/212Profit model of the whole value chain/220第十章现代酒店集团化运营与管理Chapter 10Operation and management of modern hotel group**节世界酒店集团化发展的历史与现状/221History 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/225Operation 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/227Operation 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/233Present situation and trends of Chinese hotel group management/243附录Appendix/249参考文献References