一、飯店業概論與發展趨勢 ✓ 全球飯店業的發展歷程與市場概況 ✓ 五星級飯店的標準與經營模式 ✓ 未來趨勢：智慧飯店、數位轉型與永續經營 二、服務卓越與客戶體驗 ✓ 高端飯店服務理念與品牌價值 ✓ 接待禮儀與溝通技巧（含 VIP 服務） ✓ 文化敏感度與國際化服務 ✓ 顧客服務應對與投訴處理 三、飯店專業技能與營運管理 ✓ 前台客務與禮賓服務實務 ✓ 客房管理與清潔標準 ✓ 餐飲服務、品酒與餐桌禮儀 ✓ 宴會與活動策劃 ✓ 飯店休閒部活動管理 ✓ 安全管理與緊急應變 四、飯店的組織與與團隊管理 ✓ 飯店業的組織架構與運作 ✓ 內部培訓與人才發展 五、行銷與業務發展 ✓ 品牌行銷與市場策略 ✓ 銷售技巧與客戶關係管理（CRM） ✓ 數位行銷與社群媒體應用 六、可持續經營與創新 ✓ 綠色飯店與環保永續經營 ✓ 智慧飯店科技應用（AI、智能客房等） ✓ 個性化服務與未來趨勢 ✓ 創新管理與服務設計1. Hotel industry overview and development trends ✓ Global hotel industry development process and market overview ✓ The standards and operation model of five-star hotels ✓ Future trends: smart hotels, digital transformation and continuous operation 2. Service excellence and customer experience ✓ High-end hotel service concept and brand value ✓ Reception gifts and communication skills (including VIP services) ✓ Cultural sensitivity and international services ✓ Customer service should be dealt with and appeals 3. Hotel professional skills and operation management ✓ Front desk customer and gift service practice ✓ Room management and cleaning standards ✓ Dining service, wine tasting and table gifts ✓ Banquet and event planning ✓ Hotel leisure department activity management ✓ Safety management and emergency response 4. Hotel organization and team management ✓ Organizational structure and operation of hotel industry ✓ Internal training and talent development 5. Marketing and business development ✓ Brand marketing and market strategy ✓ Sales skills and customer relationship management (CRM) ✓ Digital marketing and social media applications 6. Sustainable operation and innovation ✓ Green hotel and environmental protection sustainable operation ✓ Smart hotel technology application (AI, smart guest rooms, etc.) ✓ Personalized services and future trends ✓ Innovation management and service design
主要參考書籍/資料 (Textbooks and References) (教科書遵守智慧財產權觀念不得非法影印)
Main reference books/references (Textbooks and References) (Textbooks and references abide by the concept of smart property rights shall not be illegally photocopyed)
| 評分項目 Grading Method | 配分比例 Grading percentage | 說明 Description |
|---|---|---|
| 學習態度學習態度 Learning attitude |
30 | 出席率／課堂互動參與率 |
| 期中報告期中報告 Midterm Report |
30 | |
| 期末報告期末報告 Final report |
40 |
