Confrontation of frontofficeoperation Problems: front desk is especially important However. front desk work is often tedious and stressful; the pay is traditionally low; and there is rarely any chance for advancement Result 1. difficult to find well-qualified people 2. low turnover, frequent guest complaints, errorsin the credit, and recurring problems of all kind

以计价方式分类 (1)欧式计价饭店: European Plan (2)欧陆式计价饭店Continental Plan: (3)美式计价饭店。 American Plan (4)修正美式计价饭店Modified American Plan (5)百慕达计价饭店Bermuda Plan

国际金钥匙 Les clefs d'or emb|em链接 What's Les clefs d'or [Concierge]-n janitor, the keeper of keys. Les clefs d'or pronounce as lay clay door], which is a noun came from old french means an international professional association that at is composed by golden key members who devote to service field

酒店分类 Teaching aims: （ 1)Ss get to know different types of hotels according to different ways of classification; （ 2) Ss get to know the target guests, characteristics and differences of different types of hotels. （3)Ss get to know some concepts: star- rating; Independent hotels, Parent company, Management contract, Franchise

一、全面预算及其体系 二、全面预算的编制 三、预算编制方法

本章主要掌握八个指标的定义、计算、应用 一、指标的分类 二、计算 三、应用

1概述 2相关概念 3现金流量 4货币时间价值

1概述 2相关概念(非常重要) 3生产经营决策(全书重点) 4定价决策

1概述(一般了解) 2销售预测(掌握) 3利润预测(重点掌握) 4成本、资金预测(了解)

1概述(重点掌握) 2保本分析(掌握) 3保利分析(一般掌握) 4其他问题(掌握)