酒店从业人员的服务意识和职业素养现状分析及提高策略

酒店从业人员的服务意识和职业素养现状分析及提高策略

酒店从业人员的服务意识和职业素养现状分析及提高策略

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酒店从业人员的服务意识和职业素养现状分析及提高策略

酒店从业人员的服务意识和职业素养现状分析及提高策略 

摘要:随着经济的进步和发展,旅游需求在不断提高。酒店业作为第三产业的一个重要组成部分,竞争也在不断升级。

酒店在快速发展的同时忽略了对自身员工最基本的关注,导致酒店行业内部出现员工流动频繁、员工素质偏低、服

务意识较差等诸多问题。究其原因,是社会对酒店服务人员这一行业有着较大的误解,高级人才在酒店行业极为缺

失且基层从业人员流失严重。酒店在出现这一现象后未能及时治理,只是不断招聘新的人员进行补缺。工作中酒店

缺乏对基层从业人员职业素养和服务意识方面的考核,导致酒店从业人员服务意识和职业素养缺失。为解决酒店从

业人员现状,酒店应加强自身管理机制,积极组织开展技能竞赛,激励员工,让员工在酒店工作中有归属感。培养

从业人员的服务习惯,树立从业人员服务理念,让员工在工作中充满热情。服务人员有了了正确的服务理念,就能

认真做好本职工作,以此促进酒店经济得更好发展。

关键词:酒店;服务意识;职业素养

Analysis and improvement on the present situation of service 

consciousness and professional accomplishment of hotel 

employees 

Abstract:With the progress and development of economy, the demand of tourism is constantly improving. As an important 

part of the tertiary industry, the competition is also escalating.Hotels in the rapid development at the same time ignored the 

most basic attention to their own employees, leading to the hotel industry within the frequent flow of staff, low quality of 

staff, poor sense of service and many other issues. The reason for this is that the community has a great misunderstanding of 

the hotel service personnel industry, senior talent in the hotel industry is extremely missing and the loss of grass-roots 

workers is serious. Hotels in the emergence of this phenomenon can not be timely governance, but the continuous recruitment 

of new personnel to fill the gap, the lack of grass-roots practitioners professional quality and service awareness of the 

assessment, resulting in the hotel practitioners Service awareness and professional literacy is missing. In order to solve the 

current situation of hotel employees, hotels should strengthen their own management mechanism, and actively organize skills 

competition, motivate employees, so that employees in the hotel work has a sense of belonging. Cultivate the service habits 

of employees, establish the concept of service for practitioners, so that employees in the work of enthusiasm. Service 

personnel have the right service concept, you can seriously do their job, in order to promote the hotel economy to develop 

better.

Key words:Hotel; Service Awareness; Professional accomplishment

目 录 

摘要、关键词·······················································································1

一、引言·····························································································1

二、酒店从业人员的服务意识和职业素养概况 ············································2

 (一)服务意识的概念 ·······································································2 

(二)职业素养的概念和基本要求 ························································2

 1、提高职业技能锻炼 ····································································2 

2、规范职业行为表现 ····································································2 

3、改善职业作风形象 ····································································3 

4、加强职业意识培养 ····································································3

三、酒店从业人员的服务意识和职业素养对酒店产品的重要性·······················3

四、我国酒店从业人员的服务意识和职业素养的现状调查分析·······················3

 (一)服务意识较差,缺乏服务技巧 ·····················································4

 (二)职业素养比较欠缺················································································· 4

 (三)部门间缺乏服务协调 ·································································4

 (四)服务质量管理效率低 ·································································5 

五、从业人员缺乏服务意识和职业素养的原因 ············································5 

(一)内部原因·················································································5

 1、员工的从业心态 ·······································································5

 2、考核力度不够···········································································6

 3、缺乏行之有效的激励机制 ···························································6 

(二)外部原因·················································································6 

1、世俗的偏见造成行业门槛低,从业人员的素质参差不齐····················6

 2、行业人员流动大,员工无归属感 ··················································6

 3、行业薪酬普遍较低,员工缺乏进取心 ············································7

 六、提高从业人员的服务意识和职业素养的策略 ·········································7

(一)服务意识培养对策···································································7

 1、树立服务理念 ··········································································7

 2、规范服务语言···········································································7

 3、培养服务习惯···········································································8 

4、优化综合能力 ··········································································8

 (二)文化修养和职业素养的提高策略 ··························································· 8

 1、培养员工较好的文明礼仪习惯 ·····················································8

 2、鼓励员工利用工余时间努力学习文化知识及各项专业技能·················8

 3、组织开展岗位技能竞赛,提高整体职业技术水平 ·····························9

 4、建立、实施完善的激励机制、选拔机制 ·········································9 

七、结束语··························································································9

参考文献····························································································11

一、引言

随着现代旅游业的快速发展,旅游产业经济也随之扩展。传统意义上的酒店已经无

法满足现代多样化旅游者的需求。酒店行业作为旅游产业中的服务型行业,在既满足客

人食、住、行、游、购、娱的同时也为客人提供更高品质的服务,让客人看得见,听得

见,感受得到酒店服务人员的用心。旅游经济的快速发展让酒店已俯拾皆是,酒店人员

流失严重,酒店未能寻找自身因素开始频繁更换员工,让从业人员的服务意识和职业素养参差不齐无法得到保障。作为酒店管理专业的学生应关注酒店内部及外部的因素找寻

原因帮助酒店找到解决方法。

二、酒店从业人员的服务意识与职业素养概况

(一)服务意识的概念

服务意识是指酒店员工发自内心,自主地去为客人提供优质服务的意识。其过程不

经大脑思考缘由,是一种习惯和本能。服务(Service)在英文形式中,每个组成字母都

有其特殊的含义。这些含义的组合构成了一个服务人员应有的服务意识体现。万豪酒店

的创始人马里奥特认为“只有用心服务,才能赢得宾客”。万豪员工也时时刻刻遵循这

一理念。服务意识是一个酒店服务人员的从业前提,而员工的服务意识是酒店服务质量

的前提。服务质量是酒店的生命,是酒店核心竞争力的基础。服务意识应发自服务人员

的内心,具体表现在微笑待客,细心观察客人的需求,即时提供周到的服务,耐心聆听

客人的建议等等。只有具备良好的服务意识才能让服务人员以积极、热情的心态去对待

客人,才能使客人乐在其中。

(二)职业素养的概念和基本要求

职业素养是指员工在工作中的个人修养,是酒店从业人员由内而外存在的精神体现。

酒店作为一个特殊行业,在提供食住行等有形产品的同时也为客人提供“服务”这种无

形的产品。食住行的质量取决于软硬件水平,而服务的质量取决于员工的职业素养。有

着高素养的员工根据对客需求,高标准的为客人提供优质的服务,为酒店吸引回头客提

供可能。酒店人员通过加强职业素养的培养以提高酒店的业务能力和发展自己的职业前

景。而做到职业素养基本要求有:提高职业技能锻炼、规范职业行为表现、改善职业作

风形象和加强职业意识培养。 1、提高职业技能锻炼 

酒店从业人员与客人之间有着面对面的直接服务,在服务中不同的员工有着不同的

分工,这要求酒店不同的部门有着不同的技能。职业技能是酒店从业人员的“钥匙”,

它的技能水平决定了从业人员的现阶段所处状态和将来的发展前景。职业技能的高低直

接影响服务的质量,决定了客人对这个酒店的整体评价酒店。

参考文献

[1]李莉.现代酒店礼仪规范.[M].湖南:湖南科学技术出版社 2007.01

[2]刘启亮.饭店服务教程. [M].北京:中国旅游出版社,2007.7

[3]市场管理司.2017 年度全国星级饭店统计公报[R] 文化和旅游部 2018.09

[4]梁玉社.饭店管理概论[M].北京:旅游教育出版社 2012.2

[5]王苗,王艺菲.谈员工服务意识与企业竞争力提高之间的关系[J].旅游纵览第 11 期(行业版)2014.01:10



  • 关键词 酒店 从业人员 服务 意识 职业 素养 现状 分析 提高 策略
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