加强餐饮服务员情商培养的研究

文章首先通过对餐饮工作复杂性、高强度、多变性以及服务性特点的分析,说明了现代餐饮服务员进行情商培养的必要性。其次论证了情商培养的重要性,即保障服务员心理健康,营造良好的工作环境;使服务员正确认识自我,立足工作;促进服务员学会换位思考,增强团队凝聚力以及提升服务质量提高企业美誉度。最后提出了可以通过情商课程培训法、组织形式多样的员工活动、心理辅导法和服务员自我教育法等4种有效途径来加强餐饮服务员情商的培养。

Cultivation of Waiting Staff's EQ

This paper analyzes the complexity,high tension,variability of table waiting service to clarify the necessity of cultivating the EQ of waiting staff before proceeding with an explanation of EQ's importance: to ensure the mental health of waiters and waitresses,to establish a friendly working environment,to orient the waiting staff in their self-evaluation and devotion,to strengthen team work,and to promote service quality and customers' satisfaction. The approaches to enhance waiting staff's EQ are also proposed,including EQ training courses,various employee activities,psychological counseling and self-education.