浅谈如何提高酒店员工服务意识.docVIP

湖南工业职业技术学院 Hunan Industry Polytechnic 毕 业 论 文 题 目 浅谈如何提高酒店员工服务意识 系 名 称 商贸旅游系 专业及班级 酒店管理S2011-1 学生姓名 谭琳 学 号 21 指导教师 尚晓丽 完成日期 2014 年 5 月 10 日 摘要 随着我国旅游业的升温和商务活动越来越频繁，酒店之间的竞争也变的越来越激烈。酒店的竞争表现在：品牌、设施、服务、价格、位置等各式各样的竞争。但随着市场竞争的加剧，顾客消费意识也慢慢的提高也开始加重对附加值的追求，酒店的竞争越来越表现为服务质量的竞争了。提高服务质量的关键在于培养员工的服务意识。培养员工的服务意识就应该加强酒店服务意识的培训，让员工树立良好的服务态度，只有在培养了好的员工服务意识才能在建立良好的酒店服务文化环境中起到很大的作用，服务意识有强烈与淡漠之分，有主动与被动之分。这是认识程度问题，只有认识深刻才会有强烈的服务意识；只有有了强烈展现个人才华、体现人生价值的观念，才会有强烈的服务意识；只有有了以公司为家、热爱集体、无私奉献的风格和精神，才会有强烈的服务意识。 关键词： 员工服务意识,原则,途径 Abstract With the warming of tourism and business activities more frequently , the competition between the hotel is also becoming more and more intense. The hotel s competitive performance : a variety of competing brands , facilities, services , price and location. But with the market competition intensifies , customers also slowly raise consumer awareness began to increase the added value of the pursuit of the hotel s competition is increasingly reflected in the quality of service of the competition . The key is to develop services to improve the quality of service of staff awareness. Training of staff awareness of service should strengthen training hotel service awareness , allowing employees to establish a good attitude , good staff trained only in the sense of service in order to establish a good hotel service culture and environment play a significant role in the sense of service there are strong and indifference of the points, there are active and passive points. This is the level of awareness of the problem , only a profound understanding will have a strong sense of service ; Only with strong individual talent show embodies the concept of the value of life , will have a strong sense of service ; Only with the company as home, loving the collective the style and spirit of selfless dedication , will have a strong s