酒店员工服务意识的培养

目前,国内酒店业的员工培训,过于偏重服务程序和服务技能的训练,对于员工服务意识的培养则显得相对薄弱。服务意识是指受人的思维、理念所支配,而最终脱离了思维、理念的一种自觉行为。我们应该如何培养酒店员工的这种自觉行为呢?第一、使员工正确认识自己工作性质和意义,形成良好的服务意识。然后通过因人而异的岗位分工和激励的方法巩固员工的服务意识。第二、强化训练,形成条件反射,养成良好的工作习惯是培养员工服务意识的重要环节。第三、扩大员工的知识面,提高针对性服务,增强应变能力,是服务意识的进一步深化。第四、培养员工的职业道德、敬业精神和进取心,使员工自觉发挥服务意识。总之,我们如果能够时时处处注重酒店员工服务意识的培养。

At present,the crew training of the domestic hotels has put stress on service procedure and service skills to train,but it is weak on the crew＇ s consciousness of the service to train.Consciousness of the service is determined by person＇ s thinking and feeling,but it is a consciously action to break away from thinking and feeling at last.How to train the consciously action of the crew？ First,the trainers make the crew to know the nature and sense of their work and form the exerilent consciousness of the service,then through division of work＇ s post and encouraging way to strengthen the crew＇ s consciousness of the service.Second, it is the link on training the crew＇ s consciousness of the service to strengthen training and develop good habits.Third, the crew＇ s consciousness of the service were better deepened by the increase of the crew＇ s knowledge and enhancement of the emergency ability.Fourth,to make the crew to consciously develop consciousness of the service.In the word,we should emphasize to train their consciousness of the service.