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服务意识是指酒店员工表现出的热情、周到、主动为客人提供良好服务的意识和行为,是提高酒店服务质量的关键。万豪酒店创始人马里奥特认为“生活就是服务,我们时时刻刻都生活在为别人服务和被别人服务的环境当中”。树立服务意识是酒店从业人员的从业前提,也是从业人员最基本的职业素质之一。服务意识发自于服务人员的内心,具体表现为:员工要微笑待客;时刻注意、满足客人的需求;热情周到;亲切真诚、一视同仁的对待每一位客人等。只有具备良好的服务意识才能给顾客提供热情周到的服务,培养忠诚的顾客。本文从服务意识的含义、形成、表现、重要性四个方面对其作了简要概述;从整个酒店行业员工服务意识的对酒店竞争力的影响出发,酒店员工服务意识的现状进行了分析;此外还举例说明了酒店员工服务意识存在问题的原因;最后对酒店员工服务意识存在问题的给出解决对策。
Service awareness is the hotel staff enthusiasm, thoughtful, take the initiative to provide guests with good service awareness and behavior, is to improve the quality of hotel service key. Marriott Hotel founder Molyat said “Life is service, we are always living in the environment for others and others to serve.” Building a sense of service is the practitioners prerequisite for the hotel employees, but also one of the most basic professional qualities practitioners. Service consciousness comes from the heart of the service staff, the specific performance: the staff should be smiling hospitality; always pay attention to meet the needs of guests; warm and thoughtful; cordial and sincere, treat everyone equally. Only have a good sense of service to provide customers with warm and thoughtful service, cultivate loyal customers. This article gives a brief overview of the meaning, formation, performance and importance of service awareness. Based on the impact of employee service awareness on hotel competitiveness in the hotel industry, the current situation of hotel staff service awareness is analyzed. In addition Also gives an example of the reasons for the existence of staff service awareness problems; Finally, the hotel staff service awareness problems are given solutions.