情绪性工作及其对酒店管理的启示  

Emotional Work and Its Enlightenment to Hotel Management

作　　者：李艳娜[1] 

机构地区：[1]安阳师范学院资源环境与旅游学院,河南安阳455002

出　　处：《商业经济》2010年第7期101-103,共3页Business & Economy

摘　　要：情绪性工作具有目的的间接性、调节的主动性、要求的职业性三个相互联系的特征。酒店服务工作的特殊性决定了服务接待人员在工作岗位上必须要提供产生积极状态的情绪要素,营造出良好的情绪氛围,形成和保持积极愉快的情绪状态。酒店服务人员必须学会进行情绪状态的自我调节,使之符合工作需要。酒店管理层则要从招聘、培训、树立员工第一的观念,要通过营造良好情绪感受氛围等关注员工的情绪性工作,降低情绪性工作的消极后果,增强其积极效果,提高员工的工作满意度和幸福感,从而实现员工和酒店共同发展。Emotional work has the interconnected characteristics among indirect aim, inatiative adjustment, and professional demand. The particularity of hotel service determines the receptionist must present active emotions and create favorable emotional mood and keep pleasant emotional state in working. The hotel service personnel should learn to adjust their own emotional state fit for work. The hotel management branch should train the eoncept of employee first in recruitment and training, concern about the emotional work of the per- sonnel through creating perfect emotional mood, decline the negative result of emotional work, increase its active result, the stuff＇s satisfication and happiness, and realize mutual development of the hotel and its service personnels.

关 键 词：情绪性工作 酒店管理 员工第一 情绪表达 

分 类 号：F590[经济管理—旅游管理]