商务礼仪视角下酒店礼仪文化建设研究——以苏州如家酒店为例

Research on Construction of Hotel Etiquette Culture from the Perspective of Business Etiquette——Take Home Inn in Suzhou as an Example

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。从商务礼仪视角探讨酒店的礼仪文化建设,通过问卷调查了苏州如家酒店的礼仪文化建设现状。结果表明,苏州如家酒店的礼仪文化建设状况总体良好,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。建议如家酒店采取"提高认识","完善制度","加强培训","营造环境"等措施进行酒店的礼仪文化建设。

Hotel etiquette culture is the core content of the hotel culture and the essential content of the hotel management.Building a good hotel etiquette culture is conducive to enhancing the level of hotel services and the competitiveness of the hotel.This study discusses the construction of hotel etiquette culture from the perspective of business etiquette.In order to know the status quo of the construction of etiquette culture in Suzhou Home Inn,a questionnaire survey was carried out.Results show that the overall conduction of hotel etiquette culture of Suzhou Home Inn is good,but there exist some problems,for example,some employees lack etiquette knowledge,spirit of collaboration and initiative;their seeking beauty consciousness is poor;various departments lack their emphasis on etiquette requirements;staff did not participate in the etiquette supervision;hotel lacks variety in etiquette training methods;the system of hotel etiquette is unreasonable and etiquette culture positioning is inaccurate.Causes of the present situation are various,main reasons are：the etiquette culture ideas of the staff are insufficient;the hotel lacks the perfect system and relevant training and so on.Home Inn is advised to adopt ＂raise awareness＂,＂improve the system＂,＂strengthen the training＂,＂create the environment＂and other measures to carry out the construction of hotel etiquette culture.