在世界经济一体化和信息化高度融合的今天,酒店基层员工作为酒店业生产经营的生力军,其主观能动性、行为能力等的综合表现对酒店的生产经营起着至关重要的作用。基层员工服务质量的高低,不仅直接影响着一个酒店的服务及业绩水平,而且作为第一资源及劳动关系的主体,它还间接地影响着其他非人力资源的利用效果,高效合理的开发利用人力资源对于酒店的长久、健康、稳定发展至关重要。从长远看去,员工质量、员工工作热情已和顾客入住率、顾客满意率成为同 In today’s highly integrated world economic integration and informationization, grass-roots employees as a new force in the hotel industry’s production and operation, the subjective initiative, ability and other comprehensive performance of the hotel’s production and operation plays a crucial role. The level of service quality of grass-roots employees not only directly affects the service and performance level of a hotel, but also indirectly affects the utilization of other non-human resources as a primary resource and the main body of labor relations, and effectively develops and utilizes manpower Resources for the hotel’s long-term, healthy and stable development is crucial. In the long run, employee quality, employee enthusiasm and customer occupancy rate, customer satisfaction rate become the same