小费在一定程度上体现了顾客对服务的一种认可度。但是不同的主体,对小费有不同的认识。本文从政府、酒店、员工和顾客四个不同的视角,探讨小费在酒店服务管理过程中的地位、作用和问题。并从二维服务文化的角度,给出了利用小费提高客人和酒店员工满意度的对策。一、酒店二维服务文化旅游酒店业作为一个劳动密集型服务性行业,其服务文化是酒店企业文化的灵魂。服务文化应包括两个维度,一个是对宾客 Tip to some extent, reflects the customer a recognition of service. However, different subjects have different understandings of tips. This article discusses the position, function and problem of tip in hotel service management process from four different perspectives: government, hotel, employee and customer. And from the perspective of two-dimensional service culture, this paper gives the countermeasures of using the tip to improve the satisfaction of guests and hotel staffs. First, the hotel two-dimensional services Cultural Tourism Hotel industry as a labor-intensive service industries, the service culture is the soul of the hotel business culture. Service culture should include two dimensions, one is for guests