为了响应双语教学的号召，培养复合型旅游管理人才，现根据近几年国内外专业书籍和期刊，针对旅游管理专业的学生及相关部门的培训编写了本书。本书介绍了当今酒店管理的相关知识，主要涉及酒店管理的新观念、新思路和新做法，酒店各主要部门的运作流程、具体管理内容。旨在帮助学生了解酒店管理和各环节，同时提高英语应用能力，通过动手实践和运用互联网信息，更快地了解国际酒店业的发展动向和有关的学术研究。

CHAPTER 1 Introduction
1. Travel in History
2. The Transportation Revolution
3. About Hospitality Industry
CHAPTER 2 Service Makes Kifference
1. What Is Service?
2. Characteristics of Services
3. Strategic Planning
4. The Strategic Service Vision
5. Keys to Delivering Good Service
CHAPTER 3 Understanding the World of Hotels
1. Hotel Industry
2. Hotel Guests
3. Hotel Categories
CHAPTER 4 Hotel Organization
1. How Is a Hotel Organized?
2. Revenue Centers
3. Cost Centers
CHAPTER 5 Managing and Leading Hospitality Enterrpises
1. A Manager's Job
2. The Importance of Leadership
Appendix Eight Managerial/Leadership Roles
CHAPTER 6 Managing Human Resources
1. Labor Trends
2. Human Resources Programs
CHAPTER 7 Marketing Hospitality
1. The Marketing Concept
2. Sales Management
3. Advertising
4. Public Relations
5. Sales Promotion
CHAPTER 8 Hotel Contracts and Agreement
1. Development of Hotel Chains
2. Franchising Is Big Business
3. Why Management Companines Exist
4. Management Contracts
5. Joint Venture
6. Hotel Consortia
CHAPTER 9 Cost Control
1. Costing Concept
2. The Impact of Cost Structure on Profitability
CHAPTER 10 Globa Competition and the Future
1. Long-term Tourism Growth Trends
2. Tourism Grwth in Asia and the Pacific
3. Technolgy and Automation
4. Tourism and the Environment
5. Mergers, Acquisitions, Cooperative Arragements
Appendix1
Appendix2
Reference Books