Get the Basics Right Understanding the Hospitality Industry Evolution of the Hotel Industry Concept of Time-sharing Categories of Hotels Hotel Outline Chapter One Front Office Department （1） Unit 1 Position Description for a Front Desk Guest Service Agent Unit 2 Tasks for Front Desk Morning Shift and the Hotel Grooming Standards Unit 3 Tasks for Front Desk Afternoon Shift Unit 4 Tasks for Front Desk Night Shift Supplementary Readings Reading Material 1: Room Status Code Reading Material 2. Position Description for a Guest Service Manager （GSM） Notes Review Questions Chapter Two Front Office Department （2） Unit 1 Guest Check-in and Check-out Procedure Unit 2 Main Tasks for Concierge Staff and Their Respective Working Procedures Unit 3 Main Tasks for Business Center Staff and Their Respective Working Procedures Unit 4 Main Tasks for Operators and Their Respective Working Procedures Supplementary Readings Reading Material 1. Position Description for an Airport Representative Reading Material 2. Emotional Labor Notes Review Questions Chapter Three Housekeeping Department （1） Unit 1 Making a Bed and Cleaning a Guest Bathroom Unit 2 Cleaning a Guest Room and Pest Control Unit 3 Providing Turn-down Service Unit 4 Managing Mini-bar Beverage/Conducting Linen and Uniform Inventory Supplementary Readings Reading Material 1: Aspects of Control and Autonomy for a Room Attendant Reading Material 2: The Electronic Guestroom Notes Review Questions Chapter Four Housekeeping Department （2） Unit 1 Handling Lost and Found and Other Tasks Unit 2 Position Descriptions for an Order Taker and Keys Control Unit 3 Handling Guest Laundry and Duties for a Laundry Attendant Unit 4 Cleaning Public Areas Supplementary Readings Reading Material 1. Letter of Apology Reading Material 2: Position Description for a Fitness Center Attendant Notes Review Questions Chapter Five Food & Beverage Department （1） Unit 1 Position Description for an F&B Hostess Unit 2 Table Setup and Chinese Dinner Serving Procedure Unit 3 Work at Western Restaurant and Buffet Service Procedure Unit 4 Room Service Supplementary Readings Reading Material 1. Employees' Satisfaction with Schedule Flexibility Decreases Staff's Turnover Intention in the Hotel Industry Reading Material 2. Western Restaurant Menu Notes Review Questions Chapter Six Food & Beverage Department （2） Unit 1 Position Description for a Banquet Associate at a Banquet Service Unit 2 Lobby Lounge/Bar Opening and Closing Checklist and Beverage Service Unit 3 Outlets' Communication with Both Kitchen and Stewarding Unit 4 Handling Guest Complaints Supplementary Readings Reading Material 1: Styles of Background Music and Consumption in a Bar: An Empirical Evaluation Reading Material 2: Position Description for a Stewarding Manager Notes Review Questions Chapter Seven Security Department Unit 1 Safety and Fire Prevention Guidelines Unit 2 Preventing Theft Unit 3 Position Description for Security Guards and Patrolling in the Hotel Unit 4 Fire Emergency Plan Supplementary Readings Reading Material 1. Safety and Security in Hotels Reading Material 2- Job Description fora Chief Security Notes Review Questions Chapter Eight Engineering Department Unit 1 Handling Maintenance Requests Unit 2 Position Description for a Storekeeper and Engineering Tools Management Unit 3 Outsourcing Service Unit 4 Preventive Maintenance Work Supplementary Readings Reading Material 1: What is EMS and Barriers to EMS in the Hotel Industry? Reading Material 2: Policy and Procedure for Energy Management Notes Review Questions Chapter Nine Accounting Department Unit 1 Position Description for a General Cashier Unit 2 Credit Management Unit 3 Handling Purchases and Main Duties for a Purchaser ... Unit 4 Controlling Hotel Costs Supplementary Readings Reading Material 1. Information Security of Hotel Information Systems Reading Material 2: Accounting in Hotels Notes Review Questions Chapter Ten Sales and Marketing Department （1） Unit 1 Marketing Strategy and Marketing Mix Unit 2 Hotel Revenue Management Unit 3 Position Description for an Online Distribution Specialist Unit 4 Handling Reservations Supplementary Readings Reading Material 1: How should Hotels be Operated in 2020? Reading Material 2: Users' Perceptions of TwoTypes of Hotel Reservation Websites Notes Review Questions Chapter Eleven Sales and Marketing Department （2） Unit 1 Position Description for a Sales Specialist Unit 2 Basics for Sales People Unit 3 Preparing for a Sales Call and Negotiating with Potential Customers Unit 4 Sales Contracts Supplementary Readings Reading Material 1: E-mail Template for a Cold Sales Letter Reading Material 2: E-mail Template for a Follow-up of the Cold Call Notes Review Questions Chapter Twelve Sales and Marketing Department （3） Unit 1 Position Description for a Catering Sales Specialist Unit 2 Handling the Events Unit 3 Event Arrangement and Banquet Event Order Unit 4 Event Management from Perspectives of Diagnostics and Assessment Supplementary Readings Reading Material 1. E-mail Template for an Invitation to a Site Inspection Reading Material 2.- E-mail Template for Thank You Letter Following an Event Notes Review Questions Chapter Thirteen Human Resources Department Unit I Interviewing and Recruiting New Staff Unit 2 Orientation and Training for New Employees Unit 3 Signing Employment Contract Unit 4 Performance Evaluation， Motivation and Career Advancement Supplementary Readings Reading Material 1. Employees'Satisfaction with Schedule Flexibility Decreases Staff's Turnover Intention in the Hotel Industry Reading Material 2. Does Workplace Fun Matter? Notes Review Questions Appendixes 1. Different Spellings of the Same Family Name 2. Useful Words and Expressions in Hotel Industry Reference Books 致謝
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