Unit 1 General Introduction to Hotel Management

Unit 2 Organizational Structure of a Hotel

Unit 3 Service Quality and Total Quality Management

Unit 4 Human Resources Management

Unit 5 Customer Relationship Management

Unit 6 Marketing Management

Unit 7 Accounting Management

Unit 8 Management of the Front Office

Unit 9 Case Study：a Day in the Life of a Front Office Manager

Unit 10 Management of the Housekeeping Department

Unit 11 Management of the Food and Beverage Department

Unit 12 Management of the Recreation Department

Unit 13 Hotel Equipment Management

Unit 14 Security and Hygiene Management

Unit 15 Management of Legal Environment

Unit 16 Hotel Management Information System

Unit 17 Operation of Hotel Groups

Unit 18 Case Study：Marriott

Key to the Exercises