호텔식음료경영론(4판)
박영기,하채헌
[도서소개]
이 책은 호텔 식음료 경영에 관련한 영업장 경영의 전반적인 기초 이론과 각 레스토랑에서 일어나는 영업상의 특성 및 기능 중심의 실무적인 접근 방법에 근거한,
실현 가능한 서비스를 중심으로 저술된 '호텔 식음료 경영 입문서' 이다. 무엇보다도 이 책은 호텔 식음료 부서 직원들이 갖추어야 할 기본 개념을 통하여,
식음료 경영과 실무 능력을 겸비한 전문가로서의 자질 향상에 기여 할 수 있기를 바라는 마음으로 저술하였다.
[목차]
Part 01 호텔 식음료의 일반적 이해
Chapter 01 호텔 식음료의 이해 / 4
제1절 호텔 식음료의 개요 ····································································································································· 4
제2절 호텔 식음료 부문의 역할과 성공요소······························································································ 6
제3절 호텔 식음료상품의 관리························································································································· 10
Chapter 02 호텔 식음료 서비스 조직과 직무 / 22
제1절 호텔 식음료 서비스의 이해··················································································································· 22
제2절 호텔 식음료 서비스의 조직과 직무································································································· 33
Part 02 호텔 레스토랑 경영
Chapter 01 호텔 레스토랑의 분류 / 50
제1절 호텔 레스토랑의 이해······························································································································ 50
제2절 레스토랑의 분류··········································································································································53
Chapter 02 호텔 레스토랑의 접객 서비스 실제 / 72
제1절 호텔 레스토랑의 접객서비스 실제·····································································································72
제2절 레스토랑 별 서비스································································································································ 105
제3절 호텔 레스토랑 서비스와 인 카운터(encounter)···································································· 170
제4절 호텔 레스토랑 서비스 기물의 종류 및 취급요령·································································· 183
제5절 테이블 세팅·················································································································································· 196
Chapter 03 메뉴 관리 / 200
제1절 메뉴 계획·······················································································································································200
제2절 메뉴 분류······················································································································································ 210
제3절 메뉴의 디자인과 구성··························································································································· 214
제4절 메뉴가격의 결정······································································································································· 218
제5절 메뉴분석과 평가······································································································································ 223
Part 03 호텔 연회장(Banquet) 경영
Chapter 01 호텔 연회의 개요 / 232
제1절 연회의 개념 및 특성·································································································································232
제2절 호텔연회의 경영조직 및 직무분석··································································································241
Chapter 02 호텔 연회 서비스와 예약업무 / 246
제1절 연회 서비스의 중요성 및 분류········································································································· 246
제2절 연회 예약업무··········································································································································· 249
Chapter 03 연회서비스 실무 / 256
제1절 테이블과 좌석 배열··································································································································256
제2절 연회서비스의 과정··································································································································262
Part 04 호텔 주장경영
Chapter 01 호텔 주장조직 및 직무분석 / 270
제1절 주장의 개요 및 조직······························································································································· 270
제2절 주장 직원의 직무분석···························································································································272
Chapter 02 음료의 정의 및 분류 / 274
제1절 음료의 정의 및 술의 제조과정··········································································································274
제2절 술의 제조과정············································································································································278
제3절 술의 분류·····················································································································································280
Chapter 03 칵테일(cocktail) 서비스 / 298
제1절 칵테일 서비스 개요와 분류··············································································································· 298
제2절 칵테일 기법 및 재료······························································································································305
제3절 칵테일 레시피(Cocktail Recipe)······································································································· 314
Chapter 04 와인(Wine) 서비스 / 326
제1절 와인(Wine)····················································································································································326
제2절 오크(Oak)통과 코르크(Cork)··········································································································· 339
Part 05 호텔 식자재 관리 및 위생관리
Chapter 01 호텔 식자재 관리 / 344
제1절 식자재 관리의 개요································································································································344
제2절 식자재 구매 관리····································································································································348
제3절 검수관리······················································································································································· 354
제4절 저장관리·······················································································································································357
제5절 출고관리······················································································································································· 366
Chapter 02 위생 및 식품 안전관리 / 368
제1절 레스토랑의 위생관리····························································································································· 368
제2절 식품의 안전성············································································································································372
제3절 음식제공 시 위생관리···························································································································377
제4절 레스토랑의 안전관리···························································································································· 381
Part 06 호텔 식음료 마케팅
Chapter 01 호텔 식음료 마케팅 개요 / 386
제1절 호텔 식음료 마케팅 개요 및 본질·································································································· 386
제2절 호텔 식음료시장 세분화····················································································································390
Chapter 02 호텔 식음료 마케팅 전략 / 392
제1절 호텔 식음료 마케팅 전략······················································································································392
제2절 인적판매(Personnel Selling)·············································································································· 399
Part 07 호텔 식음료 직원의 인적관리
Chapter 01 호텔 식음료의 인사관리 / 402
제1절 레스토랑의 인사관리·····························································································································402
제2절 인사고과······················································································································································· 412
제3절 승진 및 징계관리······································································································································ 421
제4절 임금 및 후생복지···································································································································· 425
Chapter 02 호텔 식음료부서의 교육훈련 / 428
제1절 교육훈련의 의의·······································································································································428
제2절 교육훈련 과정············································································································································ 431
Part 08 호텔 식음료 시설관리
Chapter 01 호텔 식음료 시설관리 / 438
제1절 식음료 영업장의 시설관리·················································································································438
제2절 연회장 시설관리·······································································································································441
Chapter 02 호텔 조리 시설관리 / 444
제1절 조리실의 시설관리································································································································· 444
제2절 조리실의 상·하수도관리·····················································································································447
제3절 조리실의 안전관리·································································································································448
제4절 조리실의 안전수칙·································································································································449
Chapter 03 호텔 식음료위생 시설관리 / 450
제1절 식음료위생 시설관리·····························································································································450
제2절 공익시설······················································································································································· 455
[저자소개]
♣ 박 영 기
● 경희대학교 대학원 경영학석사(호텔경영전공)
● 경원대학교 대학원 경영학박사(호텔 · 외식경영전공)
● 밀레니엄 서울힐튼 지배인
● 경원대학교 관광경영학과 겸임교수 역임
● 한국 관광 학생 평생회원 한국 관광품질인증 평가위원
● 현) 청운대학교 호텔관광대학 호텔관광경영학부 교수(학부장)
♣ 하 채 헌
● 경희대학교 관광대학원 석사(호텔경영전공)
● 순천향대학교 대학원 박사(관광경영전공)
● 식음료학회 선임이사 역임
● 밀레니엄 서울힐튼호텔 식음료부 지배인
● 경희대학교 호텔관광대학 강사역임
● 동국대학교 전산원 강사역임
● 서울시 교육청 교육심의위원회 위원역임
● 연성대학교 호텔조리학과 겸임교수 역임
● 현) 밀레니엄 서울힐튼호텔 식음료부 지배인
● 현) 백석예술대학교 호텔관광학부 겸임교수
| 도서명 | 상세설명페이지 참고 |
|---|---|
| 저자 | 상세설명페이지 참고 |
| 출판사 | 상세설명페이지 참고 |
| 크기 | 상세설명페이지 참고 |
| 쪽수 | 상세설명페이지 참고 |
| 제품구성 | 상세설명페이지 참고 |
| 출간일 | 상세설명페이지 참고 |
| 목차 또는 책소개 | 상세설명페이지 참고 |
| 재화 등의 배송방법에 관한 정보 | 상품 상세설명페이지 참고 |
|---|---|
| 주문 이후 예상되는 배송기간 | 상품 상세설명페이지 참고 |
| 제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회 시 소비자가 부담하는 반품비용 등에 관한 정보 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
| 제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회가 불가능한 경우 그 구체적 사유와 근거 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
| 재화등의 교환ㆍ반품ㆍ보증 조건 및 품질보증 기준 | 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다. |
| 재화등의 A/S 관련 전화번호 | 상품 상세설명페이지 참고 |
| 대금을 환불받기 위한 방법과 환불이 지연될 경우 지연에 따른 배상금을 지급받을 수 있다는 사실 및 배상금 지급의 구체적 조건 및 절차 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
| 소비자피해보상의 처리, 재화등에 대한 불만처리 및 소비자와 사업자 사이의 분쟁처리에 관한 사항 | 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다. |
| 거래에 관한 약관의 내용 또는 확인할 수 있는 방법 | 상품 상세설명페이지 및 페이지 하단의 이용약관 링크를 통해 확인할 수 있습니다. |
- 단순 변심인 경우 : 상품 수령 후 7일 이내 신청
- 상품 불량/오배송인 경우 : 상품 수령 후 3개월 이내, 혹은 그 사실을 알게 된 이후 30일 이내 반품 신청 가능
| 반품사유 | 반품 배송비 부담자 |
|---|---|
| 단순변심 | 고객 부담이며, 최초 배송비를 포함해 왕복 배송비가 발생합니다. 또한, 도서/산간지역이거나 설치 상품을 반품하는 경우에는 배송비가 추가될 수 있습니다. |
| 고객 부담이 아닙니다. |
| 진행 상태 | 결제완료 | 상품준비중 | 배송지시/배송중/배송완료 |
|---|---|---|---|
| 어떤 상태 | 주문 내역 확인 전 | 상품 발송 준비 중 | 상품이 택배사로 이미 발송 됨 |
| 환불 | 즉시환불 | 구매취소 의사전달 → 발송중지 → 환불 | 반품회수 → 반품상품 확인 → 환불 |
- 결제완료 또는 배송상품은 1:1 문의에 취소신청해 주셔야 합니다.
- 특정 상품의 경우 취소 수수료가 부과될 수 있습니다.
| 결제수단 | 환불시점 | 환불방법 |
|---|---|---|
| 신용카드 | 취소완료 후, 3~5일 내 카드사 승인취소(영업일 기준) | 신용카드 승인취소 |
| 계좌이체 |
실시간 계좌이체 또는 무통장입금 취소완료 후, 입력하신 환불계좌로 1~2일 내 환불금액 입금(영업일 기준) |
계좌입금 |
| 휴대폰 결제 |
당일 구매내역 취소시 취소 완료 후, 6시간 이내 승인취소 전월 구매내역 취소시 취소 완료 후, 1~2일 내 환불계좌로 입금(영업일 기준) |
당일취소 : 휴대폰 결제 승인취소 익월취소 : 계좌입금 |
| 포인트 | 취소 완료 후, 당일 포인트 적립 | 환불 포인트 적립 |
- 단순변심으로 인한 반품 시, 배송 완료 후 7일이 지나면 취소/반품 신청이 접수되지 않습니다.
- 주문/제작 상품의 경우, 상품의 제작이 이미 진행된 경우에는 취소가 불가합니다.
- 구성품을 분실하였거나 취급 부주의로 인한 파손/고장/오염된 경우에는 취소/반품이 제한됩니다.
- 제조사의 사정 (신모델 출시 등) 및 부품 가격변동 등에 의해 가격이 변동될 수 있으며, 이로 인한 반품 및 가격보상은 불가합니다.
- 뷰티 상품 이용 시 트러블(알러지, 붉은 반점, 가려움, 따가움)이 발생하는 경우 진료 확인서 및 소견서 등을 증빙하면 환불이 가능하지만 이 경우, 제반 비용은 고객님께서 부담하셔야 합니다.
- 각 상품별로 아래와 같은 사유로 취소/반품이 제한 될 수 있습니다.
| 상품군 | 취소/반품 불가사유 |
|---|---|
| 의류/잡화/수입명품 | 상품의 택(TAG) 제거/라벨 및 상품 훼손으로 상품의 가치가 현저히 감소된 경우 |
| 계절상품/식품/화장품 | 고객님의 사용, 시간경과, 일부 소비에 의하여 상품의 가치가 현저히 감소한 경우 |
| 가전/설치상품 | 전자제품 특성 상, 정품 스티커가 제거되었거나 설치 또는 사용 이후에 단순변심인 경우, 액정화면이 부착된 상품의 전원을 켠 경우 (상품불량으로 인한 교환/반품은 AS센터의 불량 판정을 받아야 합니다.) |
| 자동차용품 | 상품을 개봉하여 장착한 이후 단순변심의 경우 |
| CD/DVD/GAME/BOOK등 | 복제가 가능한 상품의 포장 등을 훼손한 경우 |
| 상품의 시리얼 넘버 유출로 내장된 소프트웨어의 가치가 감소한 경우 | |
| 노트북, 테스크탑 PC 등 | 홀로그램 등을 분리, 분실, 훼손하여 상품의 가치가 현저히 감소하여 재판매가 불가할 경우 |
