浅谈培训工作在酒店管理中的重要性及应用.doc

摘要:酒店行业的竞争,关键是人才的竞争。作为服务行业，为顾客提供满意的服务产品，争取更多的顾客是酒店发展的目标。酒店的管理和服务水平体现了整个旅游接待和服务质量的高低，而酒店的管理和服务水平则取决于员工综合素质的提高。能否充分认识酒店员工培训的重要性，树立“员工同样也是上帝”的经营管理理念，开展具有科学性、可行性、标准化的培训工作，对于提高员工综合素质，推动酒店行业发展壮大，起着决定性的作用。

　　　本文通过对目前酒店员工培训调研，剖析了目前酒店员工培训中存在的一系列问题。并就该行业在员工培训中存在的问题，从酒店员工培训的本质及其重要性等方面，分析了如何有效开展培训的对策。

关键词: 酒店，服务质量，培训

Abstract:Competition in the hotel industry, the key is a talent competition. As a service industry, to provide customers with satisfactory services and products, and fight for more customers is the goal of the hotel development. The hotel management and service level reflects the level of the tourism hospitality and quality of service, the hotel management and service level depends on the improvement of overall quality of staff. Whether we can fully understand the importance of training of hotel staff, to establish "The staff is also God" management philosophy, carried out with the scientific feasibility of standardized training for improving the overall quality of staff to promote the development of the hospitality industry to grow and play a a decisive role.

　　　In this paper, the current hotel staff training, research, and analysis of a series of problems that currently exist in the training of hotel staff. And problems in respect of the industry in staff training, from the nature of the training of hotel staff and their importance to analyze how effective countermeasures training.

Key Words： Hotel, Quality of Service，Training work

　　　随着世界经济全球化、跨国公司涌入和知识经济的发展,中国酒店所面临的市场形势日趋严峻,竞争日趋白热化。为了适应这一变化,使自己在激烈的市场竞争中立于不败之地,我国越来越多的酒店酒店逐渐认识到人力资源开发在现代酒店发展中的重要地位,人才成为酒店最根本、最重要的竞争优势和可持续发展的宝贵资源,认识到酒店的竞争就是人才的竞争,而人才的竞争关键措施是培训。

　　　在当前发展迅速、竞争激烈的态势下,对于人才密集的酒店行业来说,其竞争归根结底是服务质量的竞争,其实质是人才的竞争、员工素质的竞争。员工培训已成为酒店业提高员工素质的必然选择。有效、持续的培训能为提高服务质量、工作效率和管理能力,奠定基础。通过培训可以有效利用资源,减少浪费。酒店应把员工培训视为长期、长效战略,将其纳入酒店发展战略的一个重要组成部分。