论文部分内容阅读
礼仪是在人际交往中,以一定的、约定俗成的程序、方式来表现的律己敬人的完整行为,是一个人内在修养和素质的外在表现,具体表现为礼节、礼貌、仪式、仪表、礼仪器物等。饭店服务礼仪是一种职业礼仪,是饭店从业人员在服务过程中对服务对象表示尊重的一种行为规范和准则,是饭店从业人员的思想道德素质和修养的综合反映。在饭店服务工作中,员工礼仪知识的掌握和运用程度将直接影响服务的质量,进而影响到客人在饭店消费的综合体验和感受,最终影响顾客对饭店的整体评价,因此,高星级饭店要提高自身竞争力,首先要提高员工的礼仪素质和修养。笔者选取常州武进香格里拉饭店、常州凯纳豪生大饭店、杭州开元名都饭店、杭州黄龙饭店等长三角地
Etiquette is a complete act of self-respect and dedication manifested in a certain, routine procedure and manner in interpersonal communication. It is an external manifestation of one’s inner accomplishment and quality. It is manifested in etiquette, courtesy, ritual, instrument, etiquette Utensils and so on. Hotel service etiquette is a kind of professional etiquette, which is a code of conduct and guideline for hotel employees to show respect to clients in the process of service. It is a comprehensive reflection of the ideological and moral qualities and self-cultivation of hotel employees. In the hotel service, staff mastery and use of etiquette knowledge will directly affect the quality of service, thereby affecting the guests in the comprehensive consumption experience and feelings, and ultimately affect the customer’s overall evaluation of the hotel, therefore, high-star hotel to Improve their competitiveness, we must first improve the quality of staff etiquette and self-cultivation. The author selected Changzhou Wujin Shangri-La Hotel, Howard Johnson Changzhou Kaiyuan Hotel, Hangzhou New Century Hotel, Hangzhou Huanglong Hotel and other places in the Yangtze River Delta