Work characteristics and emotional management of hotel grassroots employees?

I hope this article on the emotional characteristics of hotel employees at work will be helpful to you:

1. Imbalance between guest and self

In the practice of hotel service in my country, guest and host They are often in an unequal position, and some customers even appear to be bossy and domineering. The concepts such as "the customer is always right" and "the customer is God" advocated by traditional services have intensified the psychological differences between customers and ourselves. Inequality leads to higher psychological costs for employees in services.

2. Moderation

In the process of customer service, a good working attitude must not only express enthusiasm, thoughtfulness, and meticulousness, but also make guests feel wise and trustworthy. , both to be flexible and to follow certain norms. However, people's moods and emotions are always changing, so for grassroots employees, how to overcome the volatility and suddenness of their own emotions, so that their emotional state can spontaneously achieve the stable and natural emotional expression required by the hotel, in Grasping the appropriate degree in service is an important quality that cannot be ignored.

3. Strong transferability

Emotional situations are usually composed of both the customer and ourselves. During face-to-face contact between customers and employees, each other's emotional expressions will influence and transmit each other. For example, in the process of receiving service, a guest may pass on the dissatisfaction in the previous service process to the next employee, and this employee may feedback or strengthen the negative emotions to the guest, or he may try his best to resolve the negative emotions from the outside world and provide the guest with the same service as before. High-quality service to avoid the continued transmission of bad emotions. In short, a good working mood is conducive to resolving disharmonious factors in the service process.

4. Diversity and unpredictability

Guests have different ages, occupations, experiences, and cultural backgrounds, and their service needs are even more varied. In addition, hotel products are uniquely complex and volatile. Sex and fragility make service scenarios often in a state of rapid change, requiring employees to provide diversified emotional services at all times. At the same time, the content and frequency of emotional labor are unpredictable. Employees need to change different roles in a timely manner and adjust according to changes in scenarios. and achieve corresponding coping emotions.

Only by fully understanding employees’ inner thoughts and ideas, can we guide employees correctly and keep them in a positive attitude at all times to do their jobs well.