Hotel Service Case Psychological Analysis

Author: Xu Qiling
Publisher:
Publish Date: 2003-01-01
Features: The cases published in the book "Psychological Analysis of Hotel Service Cases" are selected examples used in our teaching. They were edited and compiled by Xu Qiling, who was responsible for planning and overall revisions. Guo Yixin handled the front desk service section, Xu Qiuhong handled the housekeeping service section, Jiang Caifen handled the food and beverage service section, and Xu Qiuhong and Jiang Caifen were responsible for the leisure service section. During the case collection process, we received great help from many department managers, supervisors, and frontline employees of hotels. They provided a wealth of materials and shared with us one story after another about excellent service. The publication of "Psychological Analysis of Hotel Service Cases" actually serves the main purpose of "throwing a brick to attract jade," aiming to break the fear of psychology among hotel industry professionals, guiding them to proactively learn psychological knowledge and theories, and taste the sweetness of learning in practice. This helps create an atmosphere of a learning organization, making hotel service an art rather than rigid dogma. Through their repeated successful experiences, professionals will develop a deeper love for the hotel service work they do.