摘要
饭店中员工角色负担过重、角色模糊和角色冲突给饭店管理带来很大的不便,员工角色的准确界定和定位有助于员工更好发挥角色的作用,而且管理者也可以更有效地针对角色来进行管理。文章在分析了员工角色问题的基础上,对其进行科学定位,指出饭店服务员工除了承担着生产者、营销者和代表组织公众形象等基础角色外,还在饭店外部服务互动和内部互动中承担着很多角色。
Service staff faces lots of role problems such as role overload,role ambiguity and role conflict.The identification and orientation of the staff role are helpful for the staff to display role function and for the manager to carry on the management in view of staff role.This article analyzes the role problems and discusses the basic roles of the hotel service staff,and further clarifies segmentation role in service interaction and in hotel internal interaction as well as their role as producer,marketing person and hotel messenger.
