饭店实用英语课件 (2).ppt

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1、chapter34 Human Resources Management TextReading MaterialExercises Exercise IExercise IIExercise IIIExercise IVII.OmittedExercise I Answer the following questions based on the text 1.Why do hospitality and tourism organizations have to pay more attention than ever before to the needs and desires of

2、their customers?2.What does the quality of an organizations service delivery depends on in part?3.What has a determining influence on the overall level of customer satisfaction?Because of shifting travel markets,world-class competition,and escalating operating costs.It depends in part on its people.

3、Frontline personnel act 4)Do employees who are not directly involved in serving the customer influence customer satisfaction?If so,how?5)What is a prerequisite to improved service quality in the hospitality and tourism industry?6)What is important to ensure consistently high service?Yes.They have an

4、 indirect impact on customer satisfaction by means of the backup support they provide to frontline staff.More effective human resource management practices.It is important that these human resources be well managed and that their talents be fully utilized.7.Is the management of human resources the r

5、esponsibility of all managers or only the concern of human resource specialists?8.What organizations are most likely to engender satisfied employees and repeat customers?9.What does excellent service depend on according to the passage?It is the responsibility of all managers.Organizations whose mana

6、gers succeed in practicing effective people skills as they carry out their primary business functions.It depends on management practices that favor an integrative company committed to customer orientation.l10.What skills are critical to the effective management of all human resources?lSkills such as

7、 communication and interpersonal interaction,leadership,motivation,conflict resolution,stress management,decision making,training structure and organization development.II.Write down the equivalent English expression of the following according to the text 1.世界级竞争2.营运成本3.一线工作人员4.人与人之间的交道5.人力资源专家6.日常职

8、责7.关键的竞争武器8.制订公司的目标和计划9.回头客10.保持竞争优势world-class competition operating costs frontline personnel an interpersonal transactionhuman resource specialists day-to-day rolesa key competitive weapon formulate business objectives and plans repeat customers sustain a competitive advantageIII.Fill in the blan

9、ks with appropriate words or phrases and the change the form where necessary 1.This is _ wind.It is changing directions all the time.2.It is said that sympathy often _ love.3.Answer my questions.Be _!4.He has been _ as the payee of the check.5.Marys parents are greatly worried by the _ clashes betwe

10、en her husband and her.6.Prevention and treatment of AIDS have become one of the major worldwide _.shifting engenders responsive identified escalating concerns 7.Bear in mind that there is always a need to view the problem from the proper _.8.Modern devices _ domestic work.9.What colors do you _,bri

11、ght ones or dark ones?10.We must do everything to _ the steady development of the economy.11.Her younger sister promised to _ the message for her.12.Hard work is a _ to success perspective facilitate favor sustain convey prerequisite IV.Translation 1.Chinese-English1)酒店的服务质量主要取决于酒店的工作人员。(hinge upon)

12、2)这次洪水对当地经济有很大影响。(have an impact on)3)大学生们充分利用自己的知识支援贫困山区。(take advantage of)The service quality of a hotel mainly hinges upon its people.The flood had a great impact on the local economy.The college students take full advantage of their knowledge to help poor mountainous areas.4)致力于提高服务质量的酒店应该对员工进行

13、培训。(committed to)5)他很少考虑他人的利益。(take into consideration)6)他们负责这层楼的安全。(be responsible for)Hotels committed to improving service quality should provide training to their staff.He seldom takes others benefit into consideration.They are responsible for the security of this floor.English-Chinese1)Hospital

14、ity and tourism organizations are paying more attention than ever before to the needs and desires of their customers.2)Employees who are not directly involved in serving the customer have an indirect impact on customer satisfaction.3)It is the interaction between the frontline employee and the custo

15、mer,that has the most direct impact on the customers level of satisfaction and overall perception of the organization.酒店和旅游组织比以往任何时候都更关注客人的需求和愿望。不直接服务客人的员工对顾客满意度有间接的影响。对顾客的满意度和组织的总体印象有最直接影响的是一线员工和顾客的关系。4.The management of human resources is the responsibility of all managers and not just the concern

16、 of human resource specialists.5.The hotel management should take human resource issues into consideration as they formulate and implement business objectives and plans.6.Excellent service depends on management practices that favor an integrative company committed to customer orientation.人力资源管理是所有经理

17、的职责，而不只是人力资源专家的义务。酒店管理层在制订和执行企业目标和计划时，应考虑到人力资源方面的问题。出色的服务取决于管理措施是否有利于形成一个以顾客为导向的团结的公司。Reading MaterialI.Comprehension Directions:Choose the best answer for each of the following items1.The human resources department and its department head are responsible for _.a.caring about every hotel employeeb.c

18、aring about employees in its own departmentc.caring about its own employeesd.caring about departmental managers 2.What is NOT true concerning the activities performed by the human resources staff?a.They support all of the hotels operating departments.b.Some activities make the department very visibl

19、e.c.All activities can be seen by the staff.d.Some activities go on“behind the scenes”of the hotels day-to-day operations.aC3.The statements listed in Paragraph 4 show that_.a.Other hotel department heads and supervisors often misunderstand the H.R.function.b.The unfortunate relationship that someti

20、mes exists between H.R.and other operating departments in the hotel.c.The H.R.department is unfortunate.d.Both a and b4.The sentence“A hotel is a very labor-intensive operation”means that _.a.Most of a hotels work must be done by and through people.b.Labor in a hotel is very hard.c.People who work i

21、n a hotel are very hard-working.d.A hotel is a very hard-working business.5.Activities of line managers include all of the following EXCEPT_.a.making the final employee selection decisionb.providing some departmental-specific orientationc.negotiating with the G.M.d.initiating ongoing training.daC6.W

22、hat is a proper way to solve conflicts between line managers and their H.R.counterparts?a.The G.M.clearly defines the role of the H.R.department.b.Line managers regularly talk with their H.R.counterparts.c.All the managers present the conflicts to the G.M.d.The H.R.department authorizes everything.7

23、.Ways that H.R.personnel assist in the overall operation of the hotel include all of the following EXCEPT _.a.Helping to maintain appropriate standards of work-life quality and ethical business policies and practicesb.Developing and delivering orientation,safety,security,supervisory,and some departm

24、ental specific training programsc.Interpreting,implementing,and enforcing the ever-increasing body of laws and regulations that affect people at workd.Developing and communicating H.R.policies that are equitable and fair to some employeesabl8.The sentence“The H.R.department does not unilaterally dev

25、elop policies and mandate“how things should be done”relative to the management of employees”means that _.a.The H.R.department develop policies and mandate“how things should be done”with another department.b.The H.R.department works closely with other departments in developing policies and mandating“how things should be done.”c.The H.R.department is very powerful.d.The H.R.department is not unilateral.d