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unit 1 general introduction to hotel management unit 2 organizational structure of a hotel unit 3 service quality and total quality management unit 4 human resources management unit 5 customer relationship management unit 6 marketing management unit 7 accounting management unit 8 management of the front office unit 9 case study£º a day in the life of a front office manager unit 10 management of the housekeeping department unit 11 management of the food and beverage department unit 12 management of the recreation department unit 13 hotel equipment management unit 14 security and hygiene management unit 15 management of legal environment unit 16 hotel management information system unit 17 operation of hotel groups unit 18 case study£º marriott key to the exercises