What are the main characteristics of hotel management and emotional management?

First, hotel service contains human emotional factors. Because many of the hotel's services are directly facing the guests, the hotel requires employees to always keep a smiling, warm and polite attitude when serving the guests, which requires hotel employees, especially grassroots employees who have extensive contact with customers, to pay emotional labor in addition to labor and knowledge, so that customers can truly feel at home.

Second, the production and consumption of hotel service products are carried out simultaneously. Waiters produce service products and customers consume them. Employees' emotional performance has an important influence on customers' perception and satisfaction, and employees should show positive emotions at work.