摘要
通过问卷调查、深度访谈、数据统计分析和行为比较等方法,对酒店服务人员的胜任力特征进行分析探讨,认为酒店服务人员的胜任力特征主要表现在个人诚信(公民行为)、情感密集度、负责精神、营销导向和影响力5个方面,并据此对酒店服务人员的选拔和培养提出建议。
This paper makes a study on hotel staff competency by means of questionnaire, interview, statis- tics analysis and behavioral comparison It is thought that competency of hotel staff are presented in individual credit（ citizen behavior）, emotional intensity, sense of responsibility, marketing orientation and inspiration. Proposals on the selection and training of hotel staff are made accordingly.
出处
《厦门理工学院学报》
2009年第2期92-96,共5页
Journal of Xiamen University of Technology
