提高饭店员工素质的路径分析.pdfVIP

提高饭店员工素质的路径分析 摘 要 随着旅游业的发展，饭店业的规模急剧扩张，从而使饭店之间的竞争日趋激 烈。饭店之间的竞争，其实质上是服务质量的竞争，因为饭店服务质量的高低直 接影响饭店的声誉，也即关系到一家饭店对宾客吸引力，因此，饭店服务质量是 饭店的生命线，不断提高饭店服务质量，以质量求效益是每一家饭店发展的必经 之路，也是每一位饭店管理者必须重视的管理要点。 饭店产品，销售，消费同时性的特点决定了饭店服务质量与饭店员工的表现 的直接关系性。饭店服务质量是在有形产品的基础上通过员工的劳务服务创造并 表现出来的，这种创造和表现能满足宾客需求的程度取决于服务人员的素质高低 和管理者的管理水平高低。所以。饭店服务质量对员工素质有较强的依赖性。本 文将从优秀员工的基本素质、提高员工素质的意义、以及培养专业化员工的途径 分析等几方面阐述对以上观点的理解。 关键词：饭店服务质量 培养 优质的服务 满足需求 III 提高饭店员工素质的路径分析 Abstract ： With the development of tourism, the rapid extension of hotels leads to severe competition between them. The contest between hotels is actually he contest of service quality since the level of service influences the reputation of hotels directly, relating to the attraction to customers. Therefore, the service quality in hotels is their lifelines. It is the ultimate goal for hotels to enhance the service quality continually in order to increase business profit, which is almost the essential path for very hotel and the indispensable kernel of the hotel management. The simultaneity of hotel product, sell and consumption makes the straight correlation between the service quality and the performance of employees .Hotels’ service quality is demonstrated by the performance and the innovation of their employees through the basis of outside products,connecting to the performance of management. Thus, hotel service quality strongly depends on the quality of employees. This article would illustrate above-mentioned viewpoints through the definition, the construction, the characteristic of service quality in hotels. Keywords: h