酒店员工服务意识的养成与提升策略研究

Research on the Cultivation and Promotion Strategy of Hotel Staff’s Service Consciousness

服务是酒店可持续发展的核心竞争力,而服务的根本或内驱力则是员工服务意识的养成,因而重视并系统性、长期性培育员工优质对客服务的意识是酒店竞争致胜的法宝。在员工服务意识养成中,酒店管理者应在招聘优秀人才的基础上,通过有效培训与多元奖励留住优秀员工,实施倒金字塔型管理模式和合理授权以提升员工满意度,以团队利益和事业心教育引导员工个人认知,帮助员工树立绅士淑女理念以增加职业认同,并通过走动式管理督促员工提升服务意识。

Service is the core competitiveness of the hotel’s sustainable development,and the fundamental or internal driving force of service is the cultivation of the staff’s sense of service.Therefore,paying attention to and systematically cultivating staff’s high-quality customer service awareness for a long time is the magic weapon for the hotel to gain competitiveness.In order to cultivate and promote the staff’s service consciousness,hotel managers should retain excellent employees through effective training and multiple rewards based on the recruiting excellent talents,implement Inverted Pyramid Management Mode and reasonable authorization to increase employee satisfaction,guide staff’s personal cognition with the education of team interest and enterprise spirit,help employees establish the Gentleman and Lady Concept to increase professional identity,and improve service awareness by management type of walking around.