1. 前 檯 管 理... 3 Managing Front Office Operations... 3 2. 房 務 管 理... 4 Managing Housekeeping Operations... 4 3. 餐 旅 設 施 設 計 與 管 理...

飯 店 管 理 證 照 課 程 Program in Hospitality Management 12 門 核 心 科 目 課 程 簡 介 Syllabus of 12 Core Subjects

目 錄 1. 前 檯 管 理... 3 Managing Front Office Operations... 3 2. 房 務 管 理... 4 Managing Housekeeping Operations... 4 3. 餐 旅 設 施 設 計 與 管 理... 5 Hospitality Facilities Management and Design... 5 4. 餐 旅 業 人 力 資 源 管 理... 7 Managing Hospitality Human Resources... 7 5. 餐 旅 業 督 導... 9 Supervision in the Hospitality Industry... 9 6. 餐 飲 服 務 管 理... 10 Managing Service in Food and Beverage Operations... 10 7. 餐 旅 服 務 業 行 銷... 11 Marketing in the Hospitality Industry... 11 8. 旅 館 興 營 實 務 上 下... 13 Lodging Management Program (1&2)... 13 9. 餐 旅 資 訊 系 統... 14 Managing Technology in the Hospitality Industry... 14 10. 餐 旅 業 領 導 統 禦 與 管 理... 15 Leadership and Management in the Hospitality... 15 11. 觀 光 旅 遊 總 論... 16 Dimensions of Tourism... 16 12. 餐 旅 業 基 礎 會 計... 17 Basic Hotel and Restaurant Accounting... 17 2

前 檯 管 理 Managing Front Office Operations Course Description: This course presents a systematic approach to front office procedures by detailing the flow of business through a hotel, from the reservations process to check-out and account settlement. The course also examines the various elements of effective front office management, paying particular attention to the planning and evaluation of front office operations and to human resources management. Front office procedures and management are placed within the context of the overall operation of a hotel. Objectives: At the completion of this course, students should be able to: 1. Classify hotels in terms of their ownership, affiliation, and levels of service. 2. Describe how hotels are organized and explain how functional areas within hotels are classified. 3. Summarize front office operations during the four stages of the guest cycle. 4. Discuss the sales dimension of the reservations process and identify the tools managers use to track and control reservations. 5. List the seven steps of the registration process and discuss creative registration options. 6. Identify typical service requests that guests make at the front desk. 7. Explain important issues in developing and managing a security program. 8. Describe the process of creating and maintaining front office accounts. 9. Identify functions and procedures related to the check-out and account settlement process. 10. Discuss typical cleaning responsibilities of the housekeeping department. 11. Summarize the steps in the front office audit process. 12. Apply the ratios and formulas managers use to forecast room availability. 13. Explain the concept of revenue management and discuss how managers can maximize revenue by using forecast information in capacity management, discount allocation, and duration control. 14. Identify the steps in effective hiring and orientation. 3

房 務 管 理 Managing Housekeeping Operations Course Description: This course is designed to provide students with the principles of housekeeping management as they apply specifically to the hospitality industry. Objectives: At the completion of this course, students should be able to: 1. Identify the role of housekeeping in a hospitality operation. 2. Explain how to follow environmentally sound procedures for sustainable housekeeping. 3. Describe how to plan and organize the work of the hospitality housekeeping department. 4. Explain the role executive housekeepers play in managing such human resource concerns as diversity, turnover, recruitment, selection, training, scheduling, and motivation. 5. Explain how to manage inventories for linens, uniforms, guest loan items, machines and equipment, cleaning supplies, and guest supplies. 6. Describe how an executive housekeeper budgets and controls expenses. 7. Identify important security concerns and the role that the members of the housekeeping department play in creating a safe and secure property. 8. Trace the flow of laundry through an on-premises laundry and describe the function of each machine. 9. Describe the routine of guestroom cleaning from room assignments through inspections and turndown service. 10. List the public space areas that the housekeeping department is responsible for cleaning and the tasks associated with each one. 11. List the types of materials used for ceilings, walls, furniture, and fixtures and how to properly care for them. 12. Describe the selection and care considerations for beds, linens, and uniforms. 13. Explain the proper ways to clean and maintain different types of carpeting and floors. 14. Identify major areas of a guest bathroom and how to select and care for each element. 4

餐 旅 設 施 設 計 與 管 理 Hospitality Facilities Management and Design Course Description: Provides hospitality managers and students with information they need to know to manage the physical plant of a hotel or restaurant and work effectively with the engineering and maintenance department. Objectives: 1. Identify a number of important roles played by hospitality facilities, the two primary categories of facility operating costs, the components of each category, and various factors that affect those costs. 2. Describe several types of maintenance, state the goals of maintenance management systems, and describe computerized and Internet-based facilities management. 3. Identify the basic facilities-related concerns associated with guestrooms and corridors, public space, recreation and exterior areas, back-of-the-house areas, and the building's structure and exterior. 4. Describe sustainability and its role in the overall business strategy of a hospitality operation, and state some of the principal measures facilities managers can take to minimize and manage waste. 5. Describe how to reduce occupational injury rates in the hospitality industry and outline how building design and maintenance affect safety. 6. Outline water usage levels and patterns in the lodging industry, and describe the basic structure of water and wastewater systems. 7. Explain various aspects and components of electrical systems, cite important considerations regarding system design and operating standards, and identify elements of an effective electrical system and equipment maintenance program. 8. Describe the basic elements of human comfort and how HVAC systems affect this comfort. 9. Define basic lighting terms, explain how natural light can be used to meet a building's lighting needs, and describe common artificial light sources. 10. Describe laundry equipment and explain factors in selecting laundry equipment and locating an on-premises laundry. 11. Describe food preparation equipment, cooking equipment, and sanitation equipment. 12. Describe the nature of and typical problems associated with a building s structure, finishes, and exterior facilities, including the roof, exterior walls, windows and doors, structural frame, foundation, elevators, parking areas, storm water drainage systems, utilities, and landscaping and grounds. 13. Summarize the hotel development process. 5

14. Explain the concept development process for food service facilities, outline the makeup and responsibilities of the project planning team, and describe food service facility layout. 15. List typical reasons for renovating a hotel, summarize the life cycle of a hotel, and describe types of renovation. 6

餐 旅 業 人 力 資 源 管 理 Managing Hospitality Human Resources Course Description: This course presents a systematic approach to human resources management in the hospitality industry. Students will analyze contemporary issues and practices, as well as employment laws that have an impact on the way people are managed. Objectives: 1. Describe the EEOC and distinguish between EEO laws and affirmative action. 2. Define "disability," and describe the Americans with Disabilities Act (ADA) and its implications for human resource managers at hospitality operations. 3. Explain the importance of job analysis and job design. 4. Apply methods for forecasting labor demand, identify the advantages and disadvantages of internal and external recruiting, and explain the functions of a computer-based Human Resource Information System (HRIS). 5. Describe the importance of the selection process, explain how managers use application forms and pre-employment tests as selection tools, and identify the types of selection errors and biases managers must overcome when screening job applicants. 6. Explain the purpose of an orientation program, distinguish between a general property orientation and a specific job orientation, and identify specific socialization strategies and approaches. 7. Identify and explain the stages of the training cycle, and describe various training methods. 8. Describe the functions of performance appraisals, describe commonly used methods of appraising performance, and identify legal issues relating to performance appraisals. 9. Describe types of compensation, and outline the major influences on compensation plans. 10. Explain the steps and identify options for establishing pay structures, and describe current issues in compensation administration. 11. Describe effective incentive programs and identify four general categories of employee benefits. 12. Summarize the reasons employees join unions, analyze the statistics and trends of union membership, and explain the goals and content of major U.S. legislation affecting labor relations. 13. Identify mandatory, voluntary, and illegal collective bargaining issues and common economic and non-economic reasons behind bargaining. 7

14. Identify major sources of grievances, describe typical grievance procedures, and outline how to prevent grievances at union properties. 15. Summarize the history, scope, and goal of the Occupational Safety and Health Act, and describe the enforcement of OSHA standards and requirements. 16. Describe the components and benefits of an employee assistance program (EAP). 17. Identify sources and consequences of workplace stress, and outline the implications of such issues as AIDS, depression, workplace smoking, and wellness programs. 18. Outline the hospitality industry's turnover problem, identify the causes and costs of turnover, and summarize several methods for reducing turnover. 19. Summarize approaches to employee discipline and explain the proper use of discipline in a hospitality organization. 20. Describe the appropriate use of discharge in an employee discipline program and outline an effective exit interview system. 21. Summarize ethical issues in business, including how businesses can assess ethical behavior, recent ethical issues in American business, and ethical issues in human resources management. 8

餐 旅 業 督 導 Supervision in the Hospitality Industry Course Description: This course is designed to provide students with the principles of supervision as they apply specifically to the hospitality industry. Objectives: 1. Identify fundamental supervisory responsibilities. 2. Explain the steps that supervisors can take to speak effectively on the job. 3. Describe how supervisors work with the human resources department to recruit new employees. 4. Explain the function of training within an organization and the supervisor's role in training. 5. Forecast business volume using the base adjustment forecasting method and the moving average forecasting method. 6. Distinguish coaching from counseling and disciplining. 7. Identify the components of a progressive disciplinary program. 8. List important laws and legal concerns that affect hospitality supervisors. 9. Describe issues supervisors should be aware of as they assume the role of team leader. 10. Explain how supervisors can increase employee participation in department activities. 11. Identify steps supervisors should follow during a meeting with employees in conflict. 12. Distinguish high-priority interruptions from low-priority interruptions, and summarize strategies for dealing with the latter. 13. Describe actions that supervisors can take to minimize employee resistance to change. 14. Explain why it is important for supervisors to take control of their personal development, and describe how to execute a career development plan. 9

餐 飲 服 務 管 理 Managing Service in Food and Beverage Operations Course Description: This course provides students with practical skills and knowledge for effective management of food service operations. It presents basic service principles while emphasizing the importance of meeting and, whenever possible, exceeding the expectations of guests. Objectives: 1. Define "moments of truth" and identify staff members needed in a food service operation. 2. Summarize typical restaurant server and busperson duties. 3. List and discuss the tasks that banquet servers and room service attendants perform. 4. Describe the duties of beverage servers and bartenders. 5. Identify legal restrictions and liability issues affecting the service of alcoholic beverages. 6. Explain how to tell when guests are intoxicated, and outline the steps to take when stopping alcohol service to them. 7. Describe the importance of the menu to food service operations and explain how it is planned and designed. 8. Identify procedures and issues involved with purchasing, receiving, storing, issuing, and controlling food service operation supplies and equipment. 9. Summarize design, decor, and cleaning issues for food service operations. 10. Describe the critical role of food sanitation in food and beverage operations, explain the HACCP concept of food safety, and discuss the role of staff members in ensuring food safety. 11. Explain how food and beverage managers develop labor standards, forecast food and beverage sales, prepare work schedules, and analyze labor costs. 12. Discuss revenue collection and control systems. 13. Describe casual/theme restaurants and list examples of ways they give value to guests. 14. Explain how banquets and catered events are sold, booked, planned, and executed. 15. Discuss room service issues and summarize procedures for delivering room service. 16. Describe on-site food service operations in the business and industry, health care, and college and university markets. 10

餐 旅 服 務 業 行 銷 Marketing in the Hospitality Industry Course Description: This course takes a practical perspective in introducing students to the marketing of hotels, restaurants, and clubs. There are chapters on market segmentation, marketing research, sales, advertising, public relations, promotions, data base marketing, electronic marketing, rates and fares, packaging, customer service, pricing strategies, revenue maximization, marketing budget preparation, marketing law, travel purchasing systems, and the future of hospitality marketing. Objectives: 1. Explain how marketing activities in the hospitality industry address the needs of many different types of buyers. 2. Describe the value of segmentation for marketing in the hospitality industry. 3. Describe and differentiate the characteristics of business and pleasure travel market segments. 4. Describe channels of distribution within the hospitality industry. 5. Describe vertical, horizontal, backward, and forward integration in the hospitality industry. 6. Explain why hospitality companies need flexible marketing strategies. 7. Describe how marketing efforts benefit from a zero-base budgeting process. 8. Explain the purpose of marketing research and describe types of marketing research. 9. Describe common sales tools and procedures used in hotel sales departments. 10. Identify the role of customer service within marketing. 11. Discuss the hierarchy of customers. 12. Summarize advertising types and themes, and describe examples of hospitality industry advertising campaigns. 13. Describe public relations. 14. Explain the keys to successful promotions. 15. Describe the origins of data base marketing and summarize keys to successful data base marketing. 16. Summarize the role of electronic marketing. 17. Define packaging, and explain packaging benefits to consumers and hospitality firms. 18. Describe types of collateral materials used in the hospitality industry. 19. Define pricing, and explain the importance of offering consumers price ranges and choices in hospitality products and services. 11

20. Give examples of how pricing strategies and yield management are used to maximize revenue. 21. List the major components of a marketing budget. 22. List the elements of a marketing plan. 23. Identify and describe the major federal laws that pertain to hospitality marketing. 24. Describe automation applications and trends in the hospitality industry. 12

» Year One #810T «旅 館 興 營 實 務 上 下 Lodging Management Program (1&2) Unit 1 Overview of Lodging Management Organization and Structure Career Guest Service Unit 2 The Front Office The Guest Cycle Reservations Check-Out and Settlement Telecommunications Registration The Night Audit Unit 3 Housekeeping Housekeeping Management Guestroom Cleaning Carpet Construction and Maintenance» Year Two #820T «Housekeeping Inventory On-Premises Laundry Management Safety, Chemical, and Security Management Unit 1 Leadership and Management Leadership and Management Team Building Communication Skills Career Development Unit 2 Marketing and Sales Hospitality Marketing and Sales The Sales Office Selling is Everyone's Job The Marketing Plan Banquet and Meeting Room Sales Telephone Sales Unit 3 Food and Beverage Service Hotels and the Food Service Industry Dining & Food Service Banquets and Catered Events The Menu Casual/Theme Restaurants Room Service 13

餐 旅 資 訊 系 統 Managing Technology in the Hospitality Industry Course Description: Provides an overview of the information needs of lodging properties and food service establishments; addresses essential aspects of computer systems, such as hardware, software, and generic applications; focuses on computer-based property management systems for both front office and back office functions; examines features of computerized restaurant management systems; describes hotel sales computer applications, revenue management strategies, and accounting applications; addresses the selection and implementation of computer systems; focuses on managing information systems; and examines the impact of the Internet and private intranets on the hospitality industry. Objectives: 1. Identify common technology systems used in hospitality operations. 2. Identify and describe features of the three major components necessary for a complete computer system input/output devices, a central processing unit, and external storage devices. 3. Describe the various ways in which hospitality businesses use technology to gain and process reservations. 4. Identify and describe the elements of a rooms management module. 5. Identify and describe the elements of a guest accounting module. 6. Identify and explain the function of common PMS interfaces, which include point-of-sale systems, call accounting systems, energy management systems, electronic locking systems, and guest-operated devices. 7. Describe common hardware configurations of POS systems used by food service operations. 8. Explain the functions and use of food and beverage management applications, including those concerning recipe and menu management, sales analysis, and pre/postcosting. 9. Identify the elements of an automated sales office. 10. Describe and apply revenue management principles. 11. Explain the use of catering software. 12. Identify and describe the numerous accounting applications that are available to hospitality businesses. 13. Outline the components of information management, with special attention to data processing and database management. 14

餐 旅 業 領 導 統 禦 與 管 理 Leadership and Management in the Hospitality Course Description: This course is designed to acquaint students with leadership, management, and quality issues facing today's hospitality industry. There are chapters on managing organizational change, traditional management roles and styles versus leadership in the twenty-first century, quality management, continuous improvement, power and empowerment, communication skills, goal setting and coaching, high-performance teams, diversity, strategic career planning, and ethics. Objectives: At the completion of this course, students should be able to: 1. List tips and cautions for organizations that embark on large-scale organizational change, and describe the four major steps of the change process. 2. Describe the traditional functions of management (planning, organizing, coordinating, staffing, directing, and controlling), and explain why a gap exists between them and the actual behavior of managers. 3. Describe the dominant contemporary views of leadership. 4. Summarize William Edwards Deming's 14 points for management and describe his ideas about leadership and management.\ 5. Describe Joseph Juran's notions and definitions of quality and detail the basic elements of quality management using Juran's approach. 6. Explain the four fundamental steps of a continuous-improvement process, and identify and describe tools commonly used in the process. 7. Describe the types and sources of organizational and personal power, the typical responses to each type of power, and methods to enhance power and build alliances. 8. Identify seven myths about communication, outline the communication process, and describe barriers to effective communication. 9. Explain the importance and nature of goal-setting in an organization, describe the nature of and need for coaching in today's hospitality organizations, and list guidelines that can help managers handle organizational conflict. 10. Describe forces of change that have made team-building a high priority for many hospitality organizations, and describe the stages a work team goes through during its development. 11. Identify the ways in which the work force is changing and how it is becoming more diverse. 12. Explain how organizations can foster diversity in the workplace. 13. Create a personal vision statement after analyzing your skills, interests, values, and personality type; and identify ways to choose an occupation and implement your career choice. 14. Discuss ethics and identify common ethical issues in the hospitality industry. 15

觀 光 旅 遊 總 論 Dimensions of Tourism Course Description: This course takes a cross-disciplinary approach to examine the many facets of tourism. The social science perspective provides students with the kind of practical knowledge that can effectively be applied to the hospitality industry. The course also provides advanced information that can serve as a bridge to further analysis or study. Objectives: 1. Trace the history of tourism from prehistoric to modern times. 2. Discuss how basic psychological principles such as perceptions and attitudes affect tourism. 3. Compare different types of motivation in terms of their application to tourism. 4. Examine how personality, values, and life styles affect tourism. 5. Analyze various social and cultural impacts associated with tourism. 6. Distinguish between international and domestic tourism. 7. Compare the characteristics, tendencies, and travel patterns of travelers from different parts of the world. 8. Explain fundamental economic principles as they apply to tourism. 9. Examine the relationship between tourism and the environment. 10. Compare various forms of tourism particularly mass and alternative tourism. 11. Identify and describe basic services available to travelers, such as accommodations and transportation. 12. Differentiate between tourism planning and tourism development, and describe the relationship between the two. 13. Discuss tourism planning and development at federal, state, regional, and local levels. 14. Describe the essentials of a tourism marketing plan. 15. Outline basic marketing strategies and objectives. 16. Recognize the difference between marketing products and marketing services. 17. Discuss the various components of the tourism marketing mix. 18. Distinguish between internal and interactive marketing by describing basic components of each. 19. Explain the importance of marketing research. 20. Discuss various methods of research including observation, interviews, surveys, and the use of consultants. 21. Compare public sector and private sector tourism policy. 22. Trace U.S. tourism policy from the turn of the century to the present. 23. Identify key legislation, associations, organizations, and compacts which advance both domestic and international tourism. 16

餐 旅 業 基 礎 會 計 Basic Hotel and Restaurant Accounting Course Description: Provides a basis for understanding hospitality accounting concepts and procedures, the processing of hospitality financial data, and the flow of financial information in the accounting cycle that results in the production of financial statements. Objectives: 1. Explain the fundamental function and purpose of accounting, and differentiate between bookkeeping and accounting. 2. Explain the purpose of generally accepted accounting standards, and describe the generally accepted accounting principles (GAAP) covered in the text. 3. Describe the proprietorship, partnership, limited liability company, and corporate forms of business organization and their advantages and disadvantages. 4. Describe the purpose of the basic financial statements prepared by hospitality businesses, and explain when they are prepared. 5. Identify the criteria that determine whether a certified public accountant (CPA) is independent, and describe the independent CPA's role in the preparation of financial statements for external users. 6. Describe the purpose of a chart of accounts and its function in an accounting system. 7. Identify and explain the technical and long forms of the accounting equation. 8. Identify the five major account classifications, and describe the categories and common accounts within each classification. 9. Explain the perpetual and periodic inventory systems and the bookkeeping accounts and accounting methods used in the systems. 10. Define and describe business transactions, and analyze a variety of typical transactions. 11. Describe double-entry accounting and the role of journals, bookkeeping accounts, and the general ledger in recording business transactions. 12. Define the terms debit and credit, and list the basic rules governing the proper application of debits and credits in relation to the major account classifications and to contra accounts. 13. Identify the basic steps used in recording business transactions in a two-column general journal. 14. Describe an accounting system and its objectives, explain the purpose of accounting records, and explain how a general journal and special journals are used. 15. Define journalizing, posting, footing, and crossfooting, and describe the journalizing and posting processes. 17

16. List and explain the basic steps involved in the month-end accounting process, including the completion of the worksheet and the preparation of financial statements, and identify and describe the steps in the closing process. 17. Explain the basic characteristics and functions of computer hardware components and software, and discuss specific computer applications in the hospitality industry. 18. Describe unique features of restaurant accounting. 19. Describe unique features of hotel accounting. 20. Read and analyze financial statements. 21. Summarize the federal government's authority regarding reporting by public companies, and discuss the Securities and Exchange Commission, the Sarbanes-Oxley Act, and the 10-K report. 22. Explain merchant accounts and describe point-of-sale systems. 23. Discuss the importance of budgeting and forecasting; describe variable, fixed, and semi-variable expenses; and explain the breakeven point. 24. Discuss what is involved in starting a business, explain the start-up assistance and resources that are available for small businesses, and describe the franchise option. 18