Hotel Strategy (1)
1.1 Why bother with strategy?
1.2 Strategic approaches in the hotel industry
1.3 Hotel business models
1.4 Envisioning the future
1.5 Working towards the future
1.6 Tracking changes in demand
Hotel Strategy (2)
2.1 Understanding the industry
2.2 Key success factors
2.3 Understanding your hotel's strategic strengths
2.4 Identifying your hotel's strategic weaknesses
2.5 Strategic positioning of the hotel
Hotel Marketing
3.1 Delivering an experience
3.2 How to present your service
3.3 Attracting and keeping guests
3.4 Marketing your hotel
3.5 Innovating your service offering
3.6 The service blueprint tool
Industry Competition
4.1 Keeping the competition away
4.2 The growth of self-service
4.3 Creating a customer service orientation
4.4 Understanding Service Quality
4.5 Service Profit Chain
Hotel Human Resources
5.1 Human Resources
5.2 Recruiting
5.3 Interview
Business Communications
6.1 How to write an Email
6.2 Telephone skills
Food and Beverages
7.1 Catering service language
7.2 Restaurant reservation
7.3 Asking guests about booking requirements
7.4 Asking guests about the detailed booking information
7.5 Making Confirmation
7.6 Declining Reservation & Changing Reservation
7.7 Greeting Guests: Confirming the reservation
7.8 Minimum Charge
7.9 Receiving and Seating Guests
7.10 Serving guests when no seats are available
7.11 Taking orders
Service Management
8.1 How to introduce dishes
8.2 How to make recommendations
8.3 Serving dishes
8.4 Mis-serving dishes
8.5 Wine service
8.6 Introducing Chinese and Western wines
8.7 Serving wines
8.8 Serving soft drinks
8.9 Other services
8.10 Settling complaints
8.11 Wrapping-up Service & Delivery Service
Final Exam