How to improve the psychological quality of hotel employees

Lead; The psychological quality of hotel employees refers to the cognitive, emotional, will and personality qualities that people engaged in front office, catering, guest room, security and sales should have. In addition to cultural and moral qualities, hotel employees should also have good professional psychological qualities, which are not only of key significance to the development of hotel employees themselves, but also related to the economic benefits and long-term development of the hotel. This paper discusses the concept of psychological quality, the significance of studying the psychological quality of hotel employees, the psychological quality that hotel employees should have and the psychological obstacles that should be overcome, which has important guiding significance for further improving the psychological quality of hotel employees in the future.

How to improve the psychological quality of hotel employees? Any practical activities of people are carried out under the control and adjustment of their psychology. Therefore, people's psychological factors, whether working in hotels or other jobs, are related to the interests of the company and the growth of economic benefits of enterprises. In order to ensure that the hotel has a good social image and economic benefits, hotel employees are required to have good cultural and moral qualities as well as good professional psychological qualities. Therefore, it is necessary to study the psychological quality of hotel employees.

First, the concept of psychological quality

Psychological quality, or psychological quality, refers to people's cognitive, emotional, will and personality characteristics, including people's intellectual and non-intellectual factors, such as cognitive, emotional, will quality, self-awareness level, temperament type characteristics and personality characteristics. The psychological quality of hotel employees refers to the cognitive, emotional, will and personality qualities that people engaged in front office, catering, guest room, security and sales should have.

Second, the significance of studying the psychological quality of hotel employees

(a) Assist in the selection and training of hotel staff.

Studying the professional psychological quality of hotel employees can help the hotel human resources management department to formulate quantitative psychological test standards and screen and select candidates according to the requirements of professional psychological quality. When training and educating hotel employees, we can also carry out targeted psychological quality training according to the requirements of professional psychological quality.

(B) Help to improve the work efficiency of hotel staff.

Any practical activity is completed under the psychological control and adjustment of the subject. Hotel employees are the main body of hotel practice activities, and only having psychological quality suitable for their practice activities can help the hotel practice activities to go smoothly.

(3) It is helpful to the self-psychological adjustment and correction of hotel employees.

Hotel employees can consciously carry out self-psychological training, adjustment and correction after knowing their psychological qualities and their own defects in certain qualities in a certain job, so as to better meet the needs of hotel work practice.

Third, the psychological quality that hotel employees should have.

Hotel employees should have the following four psychological qualities:

(1) Emotional control ability:

It should include two aspects: first, the ability to accurately understand and express their emotions; Second, the ability to effectively regulate and manage emotions.

(2) communication and coordination ability:

An introverted, withdrawn, eccentric, indifferent and sensitive person is often much worse than a cheerful, selfless, generous, frank and friendly person in this respect.

(3) the ability to adapt to change:

You may encounter unexpected special circumstances at any time in your work, which requires hotel employees to have good adaptability and creativity.

(4) Language expression ability:

Language expression ability is the key to good communication between hotel employees and customers. Only good communication can provide better service for customers. Therefore, good language skills are a must for every hotel employee.

Fourth, the psychological barriers that hotel employees must overcome

Through research, it is found that the key to the success of new service personnel without service experience lies in the improvement of their psychological quality. Isn't that what we often say? Confidence? , but treat it correctly? What is the reason for self-esteem? Fear? The cultivation of these two key qualities will be the key to the survival of new employees.

(A) Destroy self-esteem and rebuild yourself.

You must have enough enthusiasm, courage and patience to engage in service work, provided that you must put down your self-esteem. For service personnel, self-esteem is the first problem to overcome. They should gradually establish a new concept of self-esteem in their service, that is, customer satisfaction is the most important and service personnel should treat it correctly? The question of self-esteem

(2) Overcome inner fears

Most of the fear of service personnel comes from? Afraid of dealing with people? The new service personnel are particularly obvious at this point. The courage to overcome fear and establish interpersonal relationships is the first compulsory course in the service industry. Training service personnel to overcome fear is a very scientific process, and training must be carried out according to the professional characteristics of service personnel.

Verb (abbreviation of verb) conclusion

Hotel enterprises should truly establish a customer-centered service concept. At the same time, hotel employees are the core strength of the hotel, and hotel managers should also take caring for employees as an important management content and basic responsibility.

Hotel staff should constantly improve their comprehensive quality to meet the requirements of today's service industry. Hotel employees should have a high sense of responsibility and compassion, establish a noble professional ethics of respecting and caring for customers, and establish? People-oriented? Values and? The customer is God? It is very important for hotels to love their jobs, devote themselves selflessly, pay attention to knowledge learning beyond service and improve their comprehensive quality.