文档介绍：毕业论文
题目:
SF酒店员工培训存在问题分析及对策探讨
学院: 经济与管理学院
专业: 旅游管理专业
学生:
学号:
指导教师:
二○一三年一月
酒店员工培训存在问题分析及对策探讨
Analysis at the problem of the Staff training in SF Hotel and its countermeasures
院系经济与管理学院
专业旅游管理
班级
学号
姓名
指导教师
职称副教授
负责教师
沈阳航空航天大学
2013年1月
摘要
酒店业是劳动密集型的服务性行业,酒店的产品是以服务为基本特征的组合配套,酒店为客人提供有型设备设施与饮品菜点和无形的周到服务与舒适感受。有形的设备硬件是可以投资改造达到客人的要求,而无形的服务软件是完全依赖于酒店服务人员的主观能动性、创造性和工作热情,是以酒店员工的服务意愿和服务技巧为基础的。酒店的服务人员是酒店服务质量的主宰因素,酒店的全体员工是酒店产品形象的具体表现者。因此,培养酒店员工具备良好的服务意识和熟练的服务技巧,是确保酒店服务质量的根本措施,酒店产品的特性决定了培训工作具有重要意义。
为了能在日益激烈的市场竞争中获得优势,各大酒店开始重视员工的培训,希望通过培训提高管理服务水平。本文阐述了培训在酒店管理中的重要性,对抚顺酒SF店业员工培训工作中存在问题进行了分析,并针对问题提出相应的对策。
关键词:酒店;员工培训;管理服务;对策
Abstract
Hotel industry is a labor-intensive service-type business. binational production of hotel is characterized by its service. Hotel provides customers with considerate service fort, as well as tangible facility, drinks and dishes. The tangible service can meet customers’ command by larger investment and reform while the intangible service which is based on the service will and skill of the staff totally depends on the subjective ability, creative ability, and passion for work of the service staff. The service staff of hotel is not only the main contributor of good-quality service but also the symbol of the product image. Thus, the fundamental measure to improve the quality of hotel service is to educate the service staff with good sense of service and adept service skill. The unique feature of hotel product has determined the importance of training.
In order to gain an advantage in the increasing fierce petition, hotels start to pay more attention to the training of employees, hoping to improve the management. This article has expounded the importance of staff training in hotel management, analyzed the problems in staff training in the hotel industry of Fushun, and put forward strategies accordingly.
Keywords:Hotel; Staff training; Management services; Countermeasures
目录
前言 1
一、酒店员工培训研究综述 2
(一) 酒店的基本知识 2
(二) 酒店基层员工培训的意