浅论员工职业素质对酒店的影响(XX度假村为例)_酒店管理.doc

摘要:在经济全球化的影响和推动下，我国的酒店行业进入了发展的黄金期，每年都在飞速地发展，酒店业规模不断扩张，国外世界级的酒店品牌纷纷进驻中国市场，各种酒店设施档次一直在提高，竞争异常激烈。酒店日趋高档的设施与奢华的环境，对员工个人的职业素质提出了更高的要求，酒店员工的职业素质是提升酒店服务水平的关键因素，酒店员工的职业素质应当引起酒店管理人员的高度重视。本文结合自身在广州鸣泉居度假村实习经历，围绕员工的职业素质对酒店的影响进行探讨，为更好地培养酒店行业员工的职业素质提出相关的建议。

关键词: 广州鸣泉居度假村；员工；职业素质；服务

Abstract:The impact of economic globalization and promote China's hotel industry has entered a golden period of development, every year in the rapid development and continuous expansion of the scale of the hotel industry, the foreign world-class hotel brands have entered the Chinese market, a variety of hotel facilities grade has been improving, competition is fierce. Increasingly upscale hotel facilities and luxurious surroundings, professional qualities of the individual employees with higher requirements, the professional quality of the hotel staff is a key factor to enhance the level of hotel services, the professional quality of the hotel staff should be caused by hotel management attaches great importance to . In this paper, their own in Guangzhou Oriental Resort internship experience, focusing on the professional quality of the staff to explore the impact of the hotel, and make relevant recommendations to better train the professional quality of the hotel industry employees.

Key Words： Guangzhou Oriental Resort；Staff；Professional quality；Service

　　　当前酒店业规模的扩张速度，已经超过了许多人的想象，酒店业的发展也进入了一个黄金期，酒店与酒店之间的竞争日益激烈。在这个过程中，酒店的员工所扮演的角色越来越重要，作用越来越大。员工的职业素质对于酒店的影响十分巨大，如果一间星级酒店装修得富丽堂皇，但是员工却没有应具备的职业素质，无法为客人提供相应的一流服务，那么无论如何也无法赢得客人的满意。具有优秀职业素质的员工才能为客人提供优质服务，为客人创造更高的消费价值，赢得客人的信任，为酒店培养出忠诚的顾客，保持酒店在竞争激烈环境下的竞争力。