酒店服务文化的解析与构建

摘要

酒店服务文化构建是对酒店、顾客和员工三方关系的协调,使每个利益主体在获得价值的同时,求得一种利益的均衡。那些在酒店发展过程中沉淀下来的、相对稳定价值理念就是酒店文化的核心。在不同酒店中,每个利益主体获得价值的方式和途径可能呈现出差异性,这种差异性正是酒店文化特色的外现。酒店服务文化建设就是在内部塑造核心理念,对外彰显这种理念,最终形成自己的文化品牌。%The construction of the hotel service culture is to seek a balance of the interests among the hotel,the clients and the employees so that each stakeholder can obtain value at the same time achieve interest balance.The value ideas that are settled down and relative stable during the process of hotel development are just the core of hotel culture.In different hotels,the approaches and paths in which each stakeholder obtains value might show diversity,which is just the appearance of hotel cultural unique feature.The construction of hotel culture service is to cultivate internal core concept to demonstrate it to the outside so as to ultimately form its own cultural brand.