What are the answers to the work emotions and characteristics of hotel employees?

But one thing is the same, that is, the quality of employees, the people-oriented concept has penetrated into most enterprises, and the talents in 2 1 century are the greatest comprehensive competitiveness of enterprises, so the development of enterprises cannot be separated from the development of employees, and the situation and mentality of employees are very important.

As an important member of the service industry, the mood of hotel employees not only has universal interactivity, professionalism and adjustment, but also has the characteristics of the hotel industry itself:

1, guest-me inequality

In the practice of hotel service in China, guests and hosts are often in an unequal position, and even some customers are overbearing and domineering. The concepts of "the customer is always right" and "the customer is God" advocated by the traditional service have aggravated the psychological inequality between the guests and me, and the psychological cost of the employees in the service is very high.

2. Moderate In the process of customer service, a good working mood should not only show enthusiasm, thoughtfulness and meticulous care, but also make customers feel wise and trustworthy. They should be flexible and follow certain norms. However, people's moods and emotions are always changing, so how to overcome the volatility and suddenness of emotions, make their emotional state spontaneously reach the stable and natural emotional expression required by the hotel, and grasp the appropriateness of service is an important quality that cannot be ignored.

3. Strong mobility

Emotional situations usually consist of guests and me. In the process of face-to-face contact between customers and employees, their emotional expressions will influence and pass on each other. For example, in the process of receiving service, a guest may pass on his dissatisfaction with the last service to the next employee, and this employee may feedback or strengthen the negative emotions to the guest, or try his best to resolve the bad emotions from the outside world, provide the guests with excellent service as always, and avoid the continuous transmission of bad emotions. In short, a good working mood is conducive to resolving the disharmonious factors in the service process.

4. Diversity and unpredictability

Hakka people have different ages, occupations, experiences and cultural backgrounds, and their service needs are even more varied. In addition, the unique complexity, volatility and fragility of hotel products make the service scene often in a state of rapid change, which requires employees to provide diversified emotional services at all times. At the same time, the content and frequency of emotional labor are unpredictable, and employees need to change different roles in time according to the changes of the scene, and adjust and achieve corresponding coping emotions.

Only by fully understanding employees' hearts and thoughts can we correctly guide employees and keep them in a positive attitude and do a good job. Have you complied with several rules of hotel discipline management?

The hotel service industry itself is complex, facing a wide variety of people and a large turnover of personnel. The discipline management of hotel employees is really not easy. So, as a hotel employee, do you observe the following disciplines? Rule number one, be polite. Politeness is a very important professional requirement in the process of serving every guest in the hotel. Let the guests feel that they are coming to you for consumption. If you have identity, dignity, face and like the guests, you will definitely make the guests linger. If you get along with superiors at all levels, respect each other, have business and quantity, and work together with Qi Xin, then the work will be very smooth, and there can be no contradictions or even frictions that cannot be solved; If employees respect each other, love each other, treat each other with courtesy and convince others with reason, then the whole enterprise will be harmonious, orderly and harmonious. Second, talk about efficiency. Simply put, "time is money, efficiency is life". Efficiency is one of the basic elements of enterprise survival. Inefficient enterprises are bound to be eliminated. People who have no concept of time are also people who have no achievements. From the inside of the hotel, specifically, the work that can be completed in half an hour can't be completed in 40 minutes, and the work that can be completed by three people doesn't need four people to complete, which means that today's things can be completed today and will never be put off until tomorrow. No matter how complicated the work is, as long as you have a clear sense of priority, you should finish it quickly in advance, rather than putting it off. The service industry itself is a labor-intensive enterprise, with many employees and increasingly heavy labor costs. Therefore, it is necessary to strengthen professional skills in the work efficiency of employees.

Third, frugality. Save water, electricity, fuel, meals and all kinds of physical property of the company, and streamline the recruitment of human resources. Only by using the company's various assets reasonably can we save money; Only the spirit of a penny for a penny can make the enterprise stand in the forest of the strong forever. Fourth, use good soldiers. An enterprise can only achieve more benefits with less investment by using employees at all levels of various ministries with comprehensive professional skills and skilled operation, that is, using elite soldiers and strong generals. So as to reduce the labor cost and the unnecessary waste and loss of company resources caused by semi-skilled or unskilled labor professional skills. Elite soldiers are led by powerful generals and have been baptized by fire and blood.

Hotel quality service, the most important thing in the hotel service industry is service quality. If the service fails, which guest dares to book a stay in our hotel in Guangzhou Hotel? Faced with the grim situation of rapid development and fierce competition in the hotel industry in recent years, we must constantly provide service quality and excellent service, constantly enhance the comprehensive competitiveness of enterprises, and make enterprises invincible and conform to the trend of the times. First of all, we should develop at an excellent speed and always pay attention to details. Speed and detail are the most important components of quality service. None of the guests is willing to accept slow service. There is a limit to anyone's waiting. We must always maintain high speed and rapidity in all services. We must quantify energy and shorten time. The biggest feature of China people is that they don't pay attention to details, which is what we often call informality. This is a natural enemy in service. Whether the voice of conversation between employees affects the guests, whether the voice of walking affects the guests, and whether the tone, voice, movement and eyes of greeting guests respect the guests. We must attach great importance to these details. Second, we should increase the first-class smile and expand the service content.

Smile is a universal language, which is very important for guests and restaurants. The whole service process should be a smiling process. A first-class smile should be natural, heartfelt and sincere, not ordinary and plain for the sake of smiling. When dealing with guests, chain hotels in Guangzhou must insist on smiling within three meters and honorific words within one meter, so that guests can feel that every employee is a "smiling angel". Third, be good at authorization and welcome guests to complain.

Guest room staff often encounter things that the service requirements put forward by the guests are beyond the management authority of the staff. At this time, because the service staff can't meet the requirements of the guests in time, the guests are not satisfied. Managers can give employees who serve the front line the necessary power to give full play to their subjective initiative and creativity, that is, "authorization". Through "authorization", you can enjoy relevant information, knowledge and remuneration in the hotel, let employees have a full understanding of the hotel and guests, and let them find their own solutions to problems and be responsible for their own decisions and actions.