客人入住酒店,接触最多的就是酒店的服务人员。一线员工的行为直接决定了客人对酒店的印象,国内酒店也普遍认识到一线员工的重要作用。因此酒店努力提升员工福利,试图采用多种方式激励员工,然而员工离职率依然很高。本文中,笔者转换视角,对管理层进行提问,分析出怎样的管理者才能真正激励一线员工。 Guests stay in the hotel, the most contact is the hotel staff. Front-line staff directly determines the behavior of the guests on the hotel’s impression, the domestic hotel also generally recognize the important role of front-line staff. As a result, the hotel strives to improve employee benefits and attempts to motivate employees in a variety of ways. However, employee turnover rates remain high. In this article, I change perspective, ask management questions, and analyze what kind of managers can really motivate front-line staff.