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1、Unit 8Tourism English 课堂实践活动与点评 酒店的分类 主要世界酒店管理集团简介 酒店管理体制的构成 教学重点 Understanding the role of different departments in a hotel 教学难点 The division of different departments and the key terms associated with their functions 教学目标与要求教学目标与要求 Q1: What do people mean when they want their steak rare, medium or
2、well done? It refers to the time a steak is grilled. A rare steak is not completely cooked and is red in the middle. A medium steak is pink in the middle. A well-done steak is completely cooked through. Background knowledge in speaking 一分熟牛排（rare）：牛排内部为血红色且内部各处保持一定温度（高于very rare steak）。 三分熟牛排（medium
3、 rare）：内部为桃红且带有相当热度。 五分熟牛排（medium）：牛排内部为粉红且夹杂着浅灰和棕褐色，整个牛排都很烫七分熟牛排（medium well）：牛排内部主要为浅灰棕褐色，夹杂着粉红色。 全熟 （well done） Q2: What are appetizers or hors doeuvres ? Appetizers or hors doeuvres are small amounts of food or drink that are served before the main part of a meal to stimulate the appetite . Q3 :
4、 What can be appetizers ? Crackers, nuts, pickles , small sandwiches and light soup etc.can be appetizers. They can be both hot and cold, e.g. there are bean & pea, cheese, nuts & seeds as well as olive etc. Q4: What are the main features of western food? It is composed of an appetizer, soup, and/or
5、 salad, main course and a dessert. The main course is the primary dish in a meal consisting of several courses. In the United States and parts of Canada, it may be called entre.The main dish is usually the heaviest and most complex or substantive dish on a menu. The main ingredient is usually meat,
6、fish or another protein source. For those reasons the main course is sometimes referred to as the meat course. 奶油蘑菇汤 Cream of Mushroom Soup 奶油胡萝卜汤 Cream of Carrot Soup 奶油芦笋汤 Cream of Asparagus Soup 墨西哥辣味牛肉汤 Mexican Chili Beef Soup 番茄浓汤 Tomato Bisque Soup 海鲜杂烩浓汤 Seafood Chowder Some typical soups 法式洋
7、葱汤 French Onion Soup 牛肉清汤 Beef Consomm 匈牙利浓汤 Hungarian Goulash 香浓牛尾汤 Oxtail Soup 意大利蔬菜汤 Minestrone Soup 蔬菜干豆汤 Hearty Lentil Soup 牛油梨冻汤 Chilled Avocado Soup 西班牙番茄冻汤 Gazpacho 奶酪火腿鸡排 Chicken Cordon Bleu 红酒烩鸡 Braised Chicken with Red Wine 烤鸡胸酿奶酪蘑菇馅 Baked Chicken Breast Stuffed with Mushroom and Cheese 炸
8、培根鸡肉卷 Deep-Fried Chicken and Bacon Rolls 水波鸡胸配意式香醋汁 Poached Chicken Breast with Balsamic Sauce 烤火鸡配红浆果沙司 Roast Turkey with Cranberry Sauce Some typical main course 烧烤鸡腿 BBQ Chicken Leg 烤柠檬鸡腿配炸薯条 Roasted Lemon Marinade Chicken Leg with French Fries 扒鸡胸 Char-Grilled Chicken Breast 咖喱鸡 Curry Chicken 秘制
9、鸭胸配黑菌炒土豆 Pan-Fried Duck Breast with Sauted Potatoes and Truffles 火腿煎蛋 Fried Eggs with Ham 洛林乳蛋饼 Quiche Lorraine Dessert comes at the end of a meal. It may consist of sweet food, such as fruit, icecream,apple pie, pudding, and pastries. Sometimes it may be strongly flavored,such as with some cheese.
10、The British people usually serve fresh fruit or nuts after the sweet food.Some typical dessert Usually only white and red wine are served at a formal dinner. There is one simple rule to order the wine: white wine for white meat such as fish and chicken, and red wine for red meat such as beef. White
11、wine is usually served chilled. The glass for white wine is often with a smaller bowl but taller stem so that it should keep off the heat of the hand. What rule for wine order ? Red wine is always served at room temperature.The glass for red wine is often with a large bowl and relatively short stem
12、so that it will release its vapours when it is warmed by the heat of the hand. Another rule is never putting ice in any type of wine. Main types of hotels Hotel targets many markets and can be classified according to the markets they attempt to attract their guests. Common type of markets include bu
13、siness, airport, suites, resort , timeshare , casino ,convention hotels . Background knowledge for hotels Suite Hotels: - These kind of hotels are the latest trend and the fastest growing segments in the hotel industry . Such hotels have a living room and a separate bedroom. Professionals such as ac
14、countants, lawyers, business men and executives find suite hotels particularly attractive as they can work and also entertain in an area besides the bedroom. Extended Stay Hotel: - Extended stay hotel is somewhat similar to the suite hotel, but usually offers kitchen amenities in the room . This kin
15、d of hotel is for longstayers who want to stay more than a week and do not want to spend on hotel facilities. Resort Hotels: - Resort hotels are usually located in the mountains, on an island , or in some other exotic locations away from citys . These hotels have recreational facilities , scenery ,
16、golf , tennis , sailing , skiing and swimming . Resort hotels provide enjoyable and memorable guest experiences that encourage guest to repeat to the resort. Bed and Breakfast / Homestays :- These are houses with rooms converted into overnight facilities , this can size up to 1 to 10 guest rooms . T
17、hey are also known as Home Stays. The owner of the B&B usually stay on the premises and is responsible for serving breakfast to guest . Timeshare / Vacation Rentals: - Another new type or segment of the hospitality industry is the timeshare hotels. These are sometimes referred to as Vacation-interva
18、l hotels . Timeshare hotels are where the guests who purchase the ownership of accommodations for a specific period.These owners may also have the unit rented out by the management company that operates the hotel. Casino Hotels :- Hotels with gambling facilities are called Casino Hotels.Although the
19、 food and beverage operations in casino is luxurious their function is secondary to and supportive of casino operations. Conference and Convention Centres: - These type of hotels focus on meeting and conferences and overnight accommodation for meeting attendees. They also provide video conferencing
20、facility, audiovisual equipments, business services , flexible seating arrangements , flipchart etc. These hotels are mostly located outside the metropolitan areas and have facilities like golf , swimming pools , tennis courts , fitness centres , spas etc.Types of rooms Single Room: A room with one
21、single bed meant for one or two persons. Double Room: A room with one king-size or queen- size bed meant for two people. Twin Room : A room with two single beds meant for two persons. Twin Double Room: Commonly known as family room having two double beds separated from each other. Suite: A connectin
22、g one or more bed room. It is the most expensive type of room. Main feelings of a suite:- (i) Larger size: more rooms and more privacy. (ii) More facilities like refrigerator, T.V. etc. (iii) Elaborate furnishings and may be particular view eg. Sunset view suite. When asked to name several chain ope
23、rations (a group of hotels that follow standard operating procedures such as marketing, reservations, quality of service, food and beverage operations, housekeeping, and accounting), most people would probably mention Holiday Inn 假日酒店, Marriott(万豪), Sheraton喜来登, Hyatt 凯悦and Hilton etc.Hotel Manageme
24、nt Group Kemmons Wilson started the Holiday Inn chain in the early 1950s, opening the first in Memphis, Tennessee. He wanted to build a chain of hotels for the traveling family and later expanded his marketing plan to include business travelers. His accomplishments in real estate development coupled
25、 with his hotel management skills proved a highly successful combination.Holiday Inn chain Wilson blazed a formidable path, innovating with amenities and high-rise architecture,including a successful round building concept featuring surprisingly functional pie-shaped rooms. Wilson also introduced th
26、e in-house Holidex central reservation system, which set the industry standard for both the volume of business it produced and the important byproduct data it generated (allowing it, for example, to determine feasibility for new locations with cunning accuracy). J. W. Marriott (19001985) founded his
27、 hotel empire in 1957 with the Twin Bridges Marriott Motor Hotel in Virginia, near Washington, D.C. Marriott Hotels and Resorts had grown to include Courtyard by Marriott and American Resorts Group at the time of J. W. Marriotts death in 1985, at which time J. W. Marriott Jr. acquired the Howard Joh
28、nson Company; he sold the hotels to Prime Motor Inns but retained 350 restaurants and 68 turnpike units.Marriott Hotel chain In 1987, Marriott completed expansion of its Worldwide Reservation Center in Omaha, Nebraska, making it the largest single-site reservations operation in U.S. hotel history. A
29、lso in 1987, Marriott acquired the Residence Inn Company,an all-suite hotel chain targeted at extended-stay travelers. With the introduction of limited-service hotelshotels built with guest room accommodations and limited food service and meeting spaceMarriott entered the economy lodging segment, op
30、ening the first Fairfield Inn in Atlanta, Georgia, in 1987. Ernest Henderson and Robert Moore started the Sheraton chain in 1937, when they acquired their first hotel, the Stonehaven, in Springfield, Massachusetts. Within two years, they purchased three hotels in Boston and soon expanded their holdi
31、ngs to include properties from Maine to Florida. At the end of its first decade, Sheraton was the first hotel chain to be listed on the New York Stock Exchange.Sheraton chain In 1968, Sheraton was acquired by ITT Corporation as a wholly owned subsidiary, and ambitious development plans were put into
32、 place to create a truly global network of properties. In the 1980s, under the leadership of John Kapioltas, Sheratons chairman, president, and chief executive officer, the company received international recognition as an industry innovator in offering modern hotel accommodations.The Sheraton chain
33、is currently owned by Starwood Hotels & Resorts Worldwide. Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House motel adjacent to the Los Angeles International Airport. Over the following decade, Jay Pritzker and his brother Donald Pritzker, working together with other Pritzke
34、r family business interests, grew the company into a North American management and hotel ownership company, which became a public company in 1962.Hyatt chain In 1968, Hyatt International was formed and subsequently became a separate public company. Hyatt Corporation and Hyatt International Corporati
35、on were taken private by the Pritzker family business interests in 1979 and 1982, respectively. On December 31, 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a si
36、ngle entity, now named Hyatt Hotels Corporation. Conrad N. Hilton began with a 40-room hotel in a small Texas town in 1919. Today, Hilton Worldwide is the worlds preeminent hospitality company, stretching across 24 time zones. Youll find it in world capitals, rural roadsides, trade centers, vacation
37、 destinations, and everywhere in between. Hilton chain One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. The brand continues to be the innovative, forward-thinking global leader of hospitality. With products and services that
38、 meet the needs of tomorrows savvy global travelers, they shape experiences in which every guest feels cared for, valued, and respected. The front office is the nerve center of a hotel property. Communications and accounting are two of the most important functions of a front desk operation.Effective
39、 communicationswith guests, employees, and other departments of the hotelare paramount in projecting a hospitable image.Accounting procedures involving charges to registered and nonregistered hotel guest accounts are also important in the hospitality field.Management of hotel In any hotel,marketing
40、may include a range of slaes activities; public relations; advertising in all media; design of symbols and images. The sales manager is responsible for conducting the market research or analyze the the market research done by others, set goals for the plan period- often analyzed by month, and presen
41、ts the strategy and tactics to fulfill the plan. Total quality management (TQM), a technique that helps managers look at processes used to create products and services with a critical eye on improving those processes, is practiced in hotels today. This emphasis on analyzing the delivery of services
42、and products, with decision making at the front lines, in the 1990s and continues today under terms such as quality assurance and service quality.Total quality management Sales indicators, including hotel occupancy and average daily rate, are another way of describing hotels. This information is nec
43、essary for business investors to estimate the profitability of a hotel.Sales indicators Four factors measure a hotels degree of financial success: occupancy percentage, average daily rate, yield percentage, and revenue per available room (RevPAR). Occupancy percentage is the number of rooms sold div
44、ided by the number of rooms available. Average daily rate (ADR) is the total room revenue divided by the number of rooms sold. Yield percentage, the effectiveness of a hotel at selling its rooms at the highest rate available to the most profitable guest, reveals a facilitys success in selling its ro
45、om inventory on a daily basis. RevPAR is used to indicate the ability of each guest room to produce a profit. Occupancy percentages measure the effectiveness of the marketing and sales department as well as the external and internal marketing efforts of the front office. Occupancy percentage is also
46、 used by investors to determine the potential gross income, or the amount of sales a hotel might obtain at a given level of occupancy, average daily rate, and anticipated yield. The average daily rate (sometimes referred to as average room rate) is also used in projecting room revenuesthe amount of
47、room sales receivedfor a hotel. However, this figure also affects guests expectations of their hotel experience. Guests expect higher room rates to correlate with higher levels of service.Yield percentage measures a hotel managers efforts in achieving maximum occupancy at the highest room rate possi
48、ble. It is sufficient to note here that this concept is relatively new in the hotel industry. Prior to the 1990s, hotel managers relied on occupancy and average daily rate as indicators of meeting financial goals. Yield percentage forces managers to think in more active terms. RevPAR (每间可销售客房收入）is d
49、etermined by dividing room revenue received for a specific day by the number of rooms available in the hotel for that day. The formulas for determining RevPAR are as follows: RevPARRoom Revenue Number of Available Rooms or Hotel Occupancy Average Daily Rate For example, RevPAR for a hotel that has $
50、10,000 in room revenue for the night of September 15 with 200 rooms available equals $50 ($10,000 200 = $50). This same hotel on September 15 with 200 rooms, room revenue of $10,000, 125 rooms sold at an average daily rate of $80 ($10,000 125 = $80), and with hotel occupancy of 62.5 percent (125 roo