饭店管理复重点.docVIP

第一章 一、世界饭店业发展史 古代客栈时期规模小，设施简陋仅提供基本食宿； 服务项目少，质量差；声誉差，低级行业，安全性差 大饭店时期规模大、设施豪华、服务正规，具有一定接待仪式和礼貌礼节 商业饭店时期设施方便、舒适、清洁、安全、实用，不可以追求豪华和奢侈；服务简单、健全；以顾客为中心，讲究经营艺术，改善管理，注重质量标准化，降低成本以获取最佳利润；价格合理，物有所值 现代新型饭店时期1。饭店规模扩大，集团化管理2。服务的多样性、综合性3。饭店业与相关行业的合作日益密切和加强 中国饭店业的产生和发展 、什么是旅游饭店产品广义的旅游饭店 以慷慨热情、周到良好的服务来接待或款待一切宾客和来访者，向旅游者和公众提供以旅游服务为中心的旅游产品和服务的经营性企业，其不仅包括酒店和餐馆，还包括其它各种与旅游活动相关的旅游服务。 狭义的旅游饭店 饭店:为旅游者和公众提供住宿和餐饮服务的建筑设施和相应机构。 旅游饭店产品 从政府和社会角度认识对饭店产品的规定和看法 从经营饭店产品团体角度认识饭店产品的含义 从宾客角度理解饭店产品和含义 Service S--Smile E--Excellent R--Ready V--Viewing I -- Inviting C--Creating E--Eyeing 饭店服务的十把“金钥匙” 旅游饭店产品特点 Safety Supervision Bureau of the partys mass line educational practice reform program to promote the implementation of the rectification, establish a new system to work, in accordance with the requirements of the county Party committee, County Safety Supervision Bureau leadership check out the four winds there are problems, make the following implementation of the rectification program. First, the guiding ideology and basic principles of (a) guide thought: the partys eighteen, the eighteen session of the second, the Third Plenary Session of the spirit as a guide, conscientiously implement the spirit of general secretary Xi Jinpings important speech series, in strict accordance with the look in the mirror, dress up, wash bath, cure treatment, the general requirements, focus on maintaining the partys advanced nature and purity, closely linked to the people and pragmatic clean the main And look in the mirror, dress up, wash bath, cure treatment, the general requirements of focus to solve the four winds issue, the priority among priorities rectification as firmly put the four winds, the system construction is the fundamental strategy of the comprehensive wipe out the root cause, in order to promote the implementation of the rectification and the establishment of the work to ensure that educational practice from start to finish, good to do good, credibility, benefit the masses, promote th