礼仪对酒店发展的重要性问题.docVIP

PAGE PAGE 16 北方民族大学 学士学位论文 论文题目: 浅析礼仪对酒店发展的重要性问题 学 院 名 称: 管理学院 学 生 姓 名: 郝晓艳 专 业: 旅游管理 学 号: 指导教师姓名: 景曦讲师 论文提交时间: 2009年04月05日 论文答辩时间: 学位授予时间: 北方民族大学教务处制 摘 要 随着社会的发展，酒店日益规范，酒店的硬件设施已经基本完善，因此酒店的竞争主要体现在软件服务上，而礼仪是优质服务最直观的外在表现。大多酒店的员工都能做到简单的礼貌性问候，但是酒店的服务礼仪应贯穿从客人踏进酒店到客人离开酒店的整个过程，若任何一个细节出现了问题都会导致客人对酒店的满意度下降。而且礼仪并非只是礼貌服务，礼仪是酒店的一种管理理念、企业文化，它具体现在对客服务的措施上、行动上，包括提供给客人的服务方式、服务态度等。现在有些酒店已经意识到礼仪的重要性，并且设立了专门的培训机构对员工进行礼仪培训，但是他们的培训大都只是对一线员工的简单培训。依照酒店目前的发展形式，酒店这种培训方式必须转变，培训应该是扩大到各管理层的全员培训，并且要落实到服务工作的每个环节上来。本文通过分析礼仪对酒店发展的重要性，针对目前酒店员工礼仪及礼仪培训的现状进行研究，提出相应的对策，让企业在礼仪上下功夫提高酒店的竞争力，从而处于不败之地。 关键词：礼仪，酒店，重要性，培训 ABSTRACT With the social development, hotels increasingly standardized, the hotel has the basic sound hardware, so the hotel is mainly embodied in the competitive software services, and the ritual is the most intuitive external quality performance. Most of the hotel staff can do a simple polite greeting, but the hotel courtesy of the service should be run through from the guests into the hotel to the guests leaving the hotel the whole process, if any of the details of a problem will lead to the guests on the decline in satisfaction with hotels.Courtesy and etiquette is not just service, etiquette is a hotel management philosophy, corporate culture, it is now specific measures of customer service or action, including the provision of services to guests, such as service attitude. At present, some hotels have been aware of the importance of etiquette, and the establishment of professional training institutions to carry out ceremonial staff training, but most of their training only a simple front-line staff training. In accordance with the development of the current form of hotels, hotel of this training must change, training should be extended to the management of full training, and services necessary to