特锶源酒店服务礼仪中存在的问题及对策研究.docVIP

PAGE II 摘 要 面临日趋激烈的酒店业竞争，能否在竞争中保持优势地位，酒店礼仪就显得尤为重要。对于酒店礼仪而言，它的能量是巨大的，要良好的掌握这门细致繁复的工作技巧是值得探究与思考的。酒店礼仪文化是酒店文化的核心内容，也是酒店管理中必不可少的内容。建设良好的酒店礼仪文化有利于提升酒店的服务水平，增强酒店的竞争力。本文探讨酒店的服务礼仪，通过问卷调查了特锶源酒店的服务礼仪现状。结果表明，特锶源酒店的服务礼仪状况总体良好，但是也存在员工缺乏礼仪知识，有些员工缺乏协作精神、工作缺乏主动性、寻美意识比较差、各部门缺乏各自侧重的礼仪要求、员工没有参与礼仪监督、礼仪培训方法单一、酒店礼仪制度不合理和礼仪文化定位不准等问题。导致该现状的原因是多方面的，主要是员工礼仪文化理念不足、酒店缺乏完善的制度、缺少相关的培训等。并提出酒店应在工作中增强礼仪培训，设置奖励机制，降低员工流动率，建立企业文化等措施来解决其服务礼仪欠缺的问题，从而论证了酒店礼仪的重要性和酒店礼仪工作对于酒店发展的深远意义。 关键字：酒店管理；服务；礼仪 Abstract Facing the increasingly fierce competition in the hotel industry, it is very important for hotel etiquette to maintain the dominant position in the competition. For hotel etiquette, its energy is huge, and it is worth exploring and thinking to master the detailed and complicated work skills. The hotel etiquette culture is the core content of the hotel culture and also the essential content in hotel management. Building a good hotel etiquette culture is conducive to enhancing the hotels service level and enhancing the competitiveness of the hotel. This paper discusses the service etiquette of the hotel and investigates the status quo of service etiquette of strontium source hotel through questionnaires. Results show that the strontium source of hotel service etiquette condition overall is good, but there is also a lack of etiquette knowledge employees, some employees lack of cooperation spirit, lack of initiative, show the face consciousness is poorer, lack of their focus on etiquette requires each department, staff, who was not involved in the etiquette system of supervision, etiquette training methods of the single, hotel etiquette no problems such as unreasonable and etiquette culture positioning. The reasons for this situation are various, mainly due to the lack of cultural concept of employees etiquette, lack of perfect system and lack of relevant training. And put forward the hotel should strengthen the etiquette on the job training, set up the reward mechanism, reduce staff turnover, building