基于拟剧理论的酒店基层员工情感管理分析

Analysis on the Emotional Management of Hotel Staff at the Basic Level Based on the Theory of Mimicry

经济的转型升级,带动了第三产业对人才的需求。酒店业作为以人为本的服务行业,基层员工的管理问题不容忽视。文章运用戈夫曼拟剧理论,以酒店基层员工为分析对象,针对其在不同工作岗位上"扮演"不同角色进行情感管理分析,发现酒店情感管理的障碍,进而提出情感管理对策,旨在挖掘每个员工价值,提高酒店服务质量。

The development of global economy drives the demand for talents in the tertiary industry to expand.The hotel industry as a people-oriented service industry,the management of grass-roots employees has become more and more important.Based on Gofman's theory of drama,this paper analyzes the emotional management of the hotel employees at the grass-roots level and finds out the obstacles to the emotional manag-ement of the hotel,and then puts forward the emotional management countermeasures to fully tap the value of each employee and improve the service quality of the hotel.