当前课程知识点：Introduction To Hospitality > Chap 5. Quality of Service > 5.1 The Importance of Quality Service in Lodging Industry > The Importance of Quality Service in Lodging Industry
返回《Introduction To Hospitality》慕课在线视频课程列表
返回《Introduction To Hospitality》慕课在线视频列表
-1.1 Introducing Hospitality
-1.2 The History of Hospitality Industry
--The History of Hospitality Industry
-1.3 The Interrelated Nature of Hospitality and Tourism
--The Interrelated Nature of Hospitality and Tourism
-1.4 The Characteristics and Philosophy of Hospitality Industry
--The Characteristics and Philosophy of Hospitality Industry
-1.5 Trends in Hospitality and Tourism
--Trends in Hospitality and Tourism
-Chap.1 Excercise
-2.1 City Center Hotels and Resort Hotels
--City Center Hotels and Resort Hotels
-2.2 Airport Hotels, Convention Hotels and Motels
--Airport Hotels, Convention Hotels and Motels
-2.3 Full Service Hotels, Budget Hotels and B&B
--Full Service Hotels, Budget Hotels and B&B
-2.4 Departments Contacting with Guests
--Departments Contacting with Guests
-2.5 Departments Behind the Scenes
--Departments Behind the Scenes
-Chap.2 Excercise
-3.1 Front Office:Duties and Responsibilities
--Front Office:Duties and Responsibilities
-3.2 Night Auditor and the Daily Report
--Night Auditor and the Daily Report
-3.3 PMS and Revenue Management
-3.4 Housekeeping:Duties and Responsibilities
--Housekeeping:Duties and Responsibilities
-3.5 Security and Loss Prevention
--Security and Loss Prevention
-Chap.3 Excercise
-4.1 Front of the House
-4.2 Back of the House
-4.3 Food Service Operations
-4.4 Food Service Organization
-4.5 Making a Profit in Food Service Operations
--Making a Profit in Food Service Operations
-Chap.4 Excercise
-5.1 The Importance of Quality Service in Lodging Industry
--The Importance of Quality Service in Lodging Industry
-5.2 Avoid the commoditization of lodging products and services
--Avoid the commoditization of lodging products and services
-5.3 Ingredients in a Quality Service System
--Ingredients in a Quality Service System
-5.4 Service and “Moments of Truth”
--Service and “Moments of Truth”
-5.5 Service Delivery by Employees
--Service Delivery by Employees
-5.6 Management Tactics for Superior Guest Service
--Management Tactics for Superior Guest Service
-Chap.5 Excercise
-6.1 The Management in Hospitality
--The Management in Hospitality
-6.2 Hotel Market Segment
-6.3 Human Resource Management Issues
--Human Resource Management Issues
-6.4 Hotel Analytical Foundation
- 6.5 Hotel Industry Performance Reports
--Hotel Industry Performance Reports
-Chap.6 Excercise
-7.1 Green Hotel
-7.2 Hotel Operation Sustainability
--Hotel Operation Sustainability
-7.3 Hotel Operation Environmental Issues
--Hotel Operation Environmental Issues
-7.4 Hotel Technology
-Chap.7 Excercise
-8.1 Market and Market Segment
-8.2 Concept
--Concept
-8.3 Different Kinds of Food Service
--Different Kinds of Food Service
-8.4 Quality of Food Service
-8.5 Institutional Food Service
-Chap.8 Excercise
-9.1 Meetings, Conventions, and Special Events
--Meetings, Conventions, and Special Events
-9.2 Why Meeting Industry Has Grown?
--Why Meeting Industry Has Grown?
-9.3 Opportunity in the Meetings Industry
--Opportunity in the Meetings Industry
-9.4 Hospitality and Long-term Residential Health Care
--Hospitality and Long-term Residential Health Care
-9.5 Resorts and Cruise
-Chap.9 Excercise
