The article on the characteristics of hotel employees' working emotions, I hope it will be helpful to you:

1. Unequal between the guest and the host

In the practice of hotel service in China, the guest and the host are often in an unequal position, and even some customers are bossy and domineering. The concepts of "the customer is always right" and "the customer is God" advocated by traditional services have aggravated the psychological disharmony between the guest and the host.

2. Moderate

In the process of customer service, a good working mood should not only express enthusiasm, thoughtfulness and meticulous care, but also make customers feel wise and trustworthy, and be flexible and follow certain norms. However, people's emotions are always changing, so it is an important quality for grass-roots employees to overcome the fluctuation and suddenness of their emotions, make their emotional state spontaneously reach the stable and natural emotional expression required by the hotel, and grasp the appropriate degree in service.

3. Strong mobility

Emotional situations are usually composed of both guests and me. In the process of face-to-face contact between customers and employees, their emotional expressions will influence and pass on each other. For example, in the process of receiving service, a guest may pass on the dissatisfaction of the previous service to the next employee, and this employee may feedback or strengthen the negative emotions to the guest, or try his best to resolve the bad emotions from the outside world, give the guests the quality service as always, and avoid the continuous transmission of bad emotions. In short, a good working mood is conducive to resolving the disharmonious factors in the service process.

4. Diversification and unpredictability

Guests have different ages, occupations, experiences and cultural backgrounds, and their service needs are even more varied. In addition, the unique complexity, volatility and fragility of hotel products make the service scene often in a rapidly changing state, which requires employees to provide diversified emotional services at all times. At the same time, the content and frequency of emotional labor are unpredictable, and employees need to change different roles in time according to the changes of the scene.

Only by fully understanding employees' inner thoughts, can we guide employees correctly, so that employees can always keep a positive attitude and do a good job.