【摘要】：本文以斯考倫禮貌用語的關(guān)聯(lián)獨(dú)立策略為指導(dǎo),對(duì)酒店從業(yè)人員的服務(wù)用語進(jìn)行分析,探討其服務(wù)用語中所運(yùn)用的禮貌策略,并對(duì)用語中所出現(xiàn)的問題進(jìn)行研究。針對(duì)調(diào)查中所發(fā)現(xiàn)的問題,提出相應(yīng)的改進(jìn)建議。由于對(duì)酒店服務(wù)用語的研究較少,本研究的結(jié)果可供酒店及其他服務(wù)行業(yè)參考。 筆者調(diào)查了海南三家和江西一家五星級(jí)酒店,通過錄音獲得93篇服務(wù)對(duì)話,采訪了50名酒店顧客,在100份酒店從業(yè)人員調(diào)查問卷中收回78份有效問卷。通過研究發(fā)現(xiàn),除關(guān)聯(lián)獨(dú)立策略外,委婉語與幽默語也是酒店服務(wù)語用策略的一大亮點(diǎn)。禮貌服務(wù)用語中的違禁條例,如顧客的綽號(hào)、家鄉(xiāng)話、沉默等,不僅為酒店從業(yè)人員所使用,而且獲得了大多數(shù)顧客的肯定。此外,過高的實(shí)習(xí)員工流失率與不夠合理的新老員工比例,造成酒店服務(wù)質(zhì)量穩(wěn)定性的斷層。員工培訓(xùn)中應(yīng)急培訓(xùn)的缺失也成為酒店提高其服務(wù)質(zhì)量的絆腳石。 服務(wù)質(zhì)量是酒店在激烈行業(yè)競(jìng)爭(zhēng)中獲勝的關(guān)鍵,而貫穿始終的禮貌用語對(duì)服務(wù)質(zhì)量有著直接影響。筆者建議酒店依據(jù)實(shí)際情況放寬從業(yè)人員對(duì)違禁語的使用；招收適量的實(shí)習(xí)員工,使新老員工人數(shù)比例合理化；在員工培訓(xùn)上運(yùn)用情景教學(xué)法,并且多加入應(yīng)急情景下的禮貌用語培訓(xùn)。
[Abstract]:Under the guidance of Skallon's independent strategy of politeness, this paper analyzes the service terms of hotel employees, probes into the politeness strategies used in their service terms, and studies the problems in them. According to the problems found in the investigation, the corresponding improvement suggestions are put forward. Due to the lack of research on hotel service terms, the results of this study can be used as reference for hotel and other service industries. The author investigated three hotels in Hainan and a five-star hotel in Jiangxi Province. Through recording, 93 service dialogues were obtained, 50 hotel customers were interviewed, and 78 valid questionnaires were collected from 100 hotel employees' questionnaires. Besides the strategy of relevance independence, euphemism and humor are also one of the highlights of hotel service pragmatic strategy. The forbidden regulations in polite service, such as customer's nickname, home language, silence, etc., are not only used by hotel staff, but also affirmed by most customers. In addition, the high turnover rate of intern staff and the unreasonable proportion of new and old staff result in the fault of hotel service quality stability. Staff training in the lack of emergency training has become a stumbling block to improve the quality of hotel services. The service quality is the key to win the fierce competition in the industry, and the politeness words that run through all the time have a direct influence on the service quality. The author suggests that the hotel should relax the use of prohibited language by employees according to the actual situation; recruit appropriate number of intern staff to rationalize the proportion of new and old employees; use situational teaching method in employee training. And join the polite language training in emergency situations.
【學(xué)位授予單位】：海南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：H136

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本文編號(hào)：2146667