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1. Analysis of the psychological quality of tourism service personnel

(1) The connotation of the psychological quality of tourism service personnel

Tourism service personnel mainly involve travel agency service personnel and tourist attractions Service staff, tourist hotel service staff, etc. For example, tour guides are front-line service staff in travel agencies. They use professional knowledge and skills to organize and arrange travel and sightseeing matters for tourists, and provide guidance, explanations and journey services. Tour guide work is a highly comprehensive job with a wide scope of work and heavy responsibilities. As a "civilian ambassador", it often represents the image of a tourist destination. Masako Daidoji, a Japanese tour guide expert, believes: "The most important thing about an excellent tour guide is his character and personality." His character and personality are the reflection of his psychological quality.

In psychology, psychological quality refers to the basic characteristics and qualities of an individual in terms of psychological process, personality psychology, etc. It is the accumulation of psychological activities formed by human beings in long-term social life in individuals. It is a relatively stable psychological tendency, characteristic and initiative shown in a person's thoughts and behaviors. It is a combination of ability, temperament, character, will, A complex whole that is an organic combination of intellectual and non-intellectual factors such as emotions. Among them, ability refers to the sum of psychological characteristics that directly affect the efficiency of activities and enable people to successfully complete tasks; temperament is the dynamic characteristics of psychological activities that a person is born with; and the characteristics expressed in people's attitudes and behaviors A relatively stable psychological characteristic is called personality; will is the psychological process of consciously determining the purpose, controlling and adjusting one's actions according to the purpose, and overcoming various difficulties in achieving the intended purpose; emotion is the psychological process of whether the objective things meet the needs, wishes and opinions. The experience that arises.

(2) Requirements for the psychological quality of tourism service personnel

Tourism services are more face-to-face services between service personnel and consumers, and tourism enterprises consider "all tourists" , "The guest is always right" are the slogans of tourism services. Therefore, special professions have special requirements for the psychological characteristics of service personnel. The basic psychological quality of an excellent tourism employee should be cultivated from the following aspects.

2. Analysis of the psychological state of tourism service personnel at the current stage

Many outsiders believe that working in tourism companies has a good working environment, such as working in a hotel, with an elegant environment and four seasons. Spring; working in a travel agency, free travel, easy work. But this is not the case. After having an in-depth understanding of the lives and daily work of tourism service staff, I found that many service staff are exhausted physically and mentally, and have developed some psychological problems that trouble them.

(1) Psychological discomfort caused by the conflict between the personal psychological characteristics of service personnel and professional requirements

First of all, it is purely ideal for the psychological characteristics of tourism service personnel to fully meet the professional requirements. There are differences between them individually. Difference. In terms of ability: some people are good at expressing, comprehending, and handling customer-self relationships. Some people have good memory and have strong ability to pay attention stably for a long time, but they are not good at communication. As for the differences in the intensity, speed, stability, and flexibility of mental activities, some people do things quickly and flexibly, while others do things slowly and steadily. These are due to differences in their temperaments. Some waiters are introverted, some are extroverted, some are lively and cheerful, and some are taciturn. These show their differences in attitudes towards reality and corresponding behaviors.

Secondly, the personality and psychological characteristics of many tourism service personnel are inconsistent with professional requirements. Some service staff have insufficient service capabilities, resulting in unsmooth and disharmonious interactions between customers and themselves, and the mood of the service staff has also changed accordingly. Some qualities in the personality of service personnel, such as stubbornness, competitiveness, arrogance and meanness, can easily lead to tense interpersonal relationships, dissatisfaction among guests, and the loss of work enthusiasm of the waiters. Both personality and ability are highly malleable. Through professional skills and professional quality training, service personnel can meet professional requirements and adapt to the service environment. However, the temperament factor of some waiters is contrary to the service requirements, and it is difficult to change. For example, some waiters have high sensitivity and are prone to psychological reactions to the guests' words and deeds, while some are too low and turn a blind eye to all the phenomena happening around them. Guests will be neglected again. Some waiters have low tolerance and cannot control their emotions towards some demanding guests, and even have conflicts with them. It can be seen that there will be a conflict between the near-perfect work requirements and the personality psychology of the waiters. This contradiction will undoubtedly increase the psychological pressure of the service personnel and cause psychological discomfort to the service personnel.

In order to reduce the above psychological discomfort, tourism companies formulate clear job requirements before recruiting employees, and implement a strict recruitment process when recruiting. On the one hand, you can examine the candidates' abilities and personalities through interviews, and on the other hand, you can use psychological tests or written test questions to systematically understand their individual psychological characteristics and personality traits. When using psychological tests, it is important to avoid using unscientific testing methods or completely copying foreign psychological tests.

(2) Social cognitive biases and lack of respect from guests have led to the occurrence of employee problematic behaviors

From a psychological perspective, employee problematic behaviors can be divided into two categories : Aggressive problem behavior and withdrawal problem behavior. Aggressive behavior is extroverted and obviously destructive, while withdrawn behavior is introverted and mainly manifests as negativity, indifference and alienation.

Due to the influence of traditional ideological concepts, many people now despise service work and believe that service work is a low-level job. Engaging in service work is unpromising and has no future. Under such negative social cues, some employees believe that the service work they are engaged in is inferior to others, question the meaning and value of their work, and are worried about the future. There are also many front-line service staff who have heavy workloads and hard work, and sometimes suffer deliberate difficulties and even personal insults from a few customers. In the face of setbacks, some service staff develop resentment, anger and dissatisfaction, and may adopt some irrational behaviors to vent and relieve the pressure in their hearts; some service staff withdraw because they are "too angry to express" and become low self-esteem and depression. , suspicious and sensitive.

In order to minimize the impact of social prejudice, we must strengthen the professional awareness training of practitioners and let service personnel realize that the profession they engage in is the result of social division of labor. In the entire society, service work is not humble, so as to accurately grasp the role played in service work, position themselves appropriately with guests, and realize that the inequality of social roles is a reasonable inequality.

(3) Tension in interpersonal relationships and disharmony in the corporate atmosphere will breed adverse reactions among employees

Friendly and harmonious relationships between colleagues in the company create a harmonious and good interpersonal relationship Relationships will make people feel comfortable and refreshed, and integrate the enterprise into a friendly and harmonious family and team. On the contrary, if there is a lack of mutual trust, respect, care, understanding, humility, and consideration in the enterprise, then some employees will lack a psychological sense of belonging, be depressed, and have psychological reactions such as worry, depression, jealousy, and suspicion. This situation is particularly common in tourist hotel companies. As a service industry, its service requirements and standards are very high, internal management is very strict, and employees will be severely punished for every mistake. Therefore, employees often downplay the care and friendship between colleagues in order to seek self-protection. The management's big stick policy towards subordinate employees makes employees lack the sense of belonging of being loved, accepted and recognized. In addition, many front-line operation employees themselves are not of high quality, and the relationship between employees is indifferent. If an employee makes a mistake at work, other employees will not care, comfort and help, but watch indifferently, or even gloat. There is also the issue of interest distribution between departments, so the relationship between departments is not harmonious enough. Coupled with the power struggles of some senior leaders, subordinate departments have also been involved.

At this stage, the problem of psychological fatigue caused by interpersonal relationships and corporate atmosphere problems among tourism service personnel is becoming increasingly prominent. The main manifestations are tiredness of work, increased lateness for work, irritability, lack of attention, slow thinking, and slow response. . The service industry must indeed pay attention to employees' psychological massage and train employees to regulate their emotions. At the same time, tourism enterprises should regard "harmony as the most precious" as an important business philosophy of the enterprise, advocate friendship and love, and trust, respect and care for each other from the top , understand, be humble, considerate of each other, learn from each other, make progress together, and create an atmosphere full of love everywhere.

(4) "Inhumane" management hurts employees' feelings and creates psychological frustration

Managers of tourism companies often treat waiters as "employees" rather than Treat them as "members" and "tools" without caring enough about their work.

Low wages, fast labor rhythm, huge work intensity, and lack of health and safety guarantees make it impossible to meet the basic physiological and safety needs of service personnel; imperfect incentive mechanisms, formal employee performance appraisals, and lack of Fair employment principles and endless promotion opportunities prevent service personnel from getting the respect and self-realization they deserve