浅谈饭店宾客至上与员工第一.docVIP

浅谈饭店宾客至上与员工第一 ——以南京金陵饭店为例 摘 要 饭店业激烈的市场竞争使得宾客的地位越来越重要，“顾客就是上帝”这一经营管理理念也风靡整个饭店业，“宾客至上”也成为业内的标准。而实际情况是饭店员工是饭店优质服务的保证，只有们满意的员工，才能创造满意的服务，吸引满意的客人，创造满意的效益。认为“顾客就是上帝”“、顾客永远是对的”，认为只有做到顾客满意才能使饭店获取收益，其结果往往疏忽了员工利益或者形成了宾客利益和员工利益相悖的误区[1]。在饭店的经营管理工作中,如何使宾客至上”与“员工第一”和谐统一，已成为其迫切需要解决的课题。论文从“宾客至上”与“员工第一”的关系入手，分析国内饭店员工流失现状，进而界定二者对饭店业发展的重要性，以南京金陵饭店为例，通过实地调研和访谈等方法，探讨案例地经验教训，最后提出如何将“宾客至上”与“员工第一”有效结合的对策方法。 关键词：宾客至上；员工第一；饭店 窗体顶端 The Analysis of Hotel Guests and Employees of the Supremacy of the first??????????——A Case Study of Nanjing Jinling Hotelabstract 窗体顶端 Fierce market competition makes the guests of the hotel industry becomes more and more important, the customer is God this management philosophy is pervasive throughout the hospitality industry, the guest is God has become the industry standard. Truth is the staff of the hotel is restaurant quality service guarantee, only satisfied with the staff in order to create a satisfactory service, attract good guests, create a satisfactory results. Think customer is God, the customer is always right, arguing that only achieve customer satisfaction can make restaurant profits, which often results in neglect of employees interests, or the formation of a misunderstanding of guests and employees interests contrary to . In the management of the hotels management, how to make the guest is God and employee first harmony, has become an urgent need to address the issue. From the the guest is God and employee first relationship and analyze the status of domestic hotel employee turnover, thereby defining the importance of hotel development, a case study of Nanjing Jinling hotel, through field research and interviews and other methods, case discussed lessons learned, and how it could be the guest is God and employee first method of effective combination of measures. Key words: customer first; employees first; Hotel 目 录 窗体底端 引言.........................................................................................................