高星级酒店餐饮对客服务的语言艺术与规范

I摘 要语言艺术是现在社会中人际交流的一种重要技巧，在人类生活中，语言也是联系彼此进行心灵交流的重要手段。在任何环境任何行业中，语言艺术都能起到意想不到的作用。在服务行业利用语言艺术进行客户之间的交流时可以帮助服务人员了解客户需求，优化服务质量，提高客户满意率，特别是高星级酒店的服务人员，语言艺术是其工作中的重要手段。本文通过对星级酒店，服务人员语言艺术的应用现状进行研究后发现，酒店服务人员在语言艺术的掌握方面存在较大的不足。因此，本文以万达嘉华酒店为例，对目前我国高星级酒店的服务人员进行对客服务语言艺术研究显得颇为重要。故此，本文从我国高星级酒店对客服务时的语言艺术入手，重点分析店服务人员对客服务时的语言缺陷，分析造成这些缺陷的具体原因，并提出相应的改善对策，为提高我国高星级酒店的服务质量提供参考。关键词: 高星级酒店；万达嘉华酒店；语言艺术；服务IIAbstractLanguage art is an important skill of interpersonal communication in the present society. In human life, language is also an important means of connecting each other for spiritual communication. In any environment, in any industry, the art of language can play an unexpected role. When the service industry uses language art to communicate among customers, it can help service personnel to understand customer needs, optimize service quality and improve customer satisfaction rate, especially the service personnel of high star hotels. Language art is an important means in their work. This paper studies the application status of language art in star-rated hotels and service personnel and finds that hotel service personnel are involved in language art There are great deficiencies in mastery. Therefore, this article takes Wanda Jiahua Hotel as an example, it is very important to study the art of customer service language for the service staff of high star hotels in China at present. Therefore, this article starts with the language art of high star hotel ...