摘  要：随着酒店行业的快速发展，以顾客满意为本的经营理念渐渐转化为以人为本的理念。一边，酒店员工的提供的服务决定这顾客的满意度，间接的影响着酒店的业绩、利润和发展；另一边，酒店自身的文化、环境制度以及酒店顾客的态度也影响着员工的忠诚度。由此可见，酒店的发展、顾客的满意度与员工的忠诚度三者是循环相扣的。本文章基于国内外对于酒店员工忠诚度与顾客态度的关系进行了研究；接着又对在不同职位的酒店员工进行了访谈分析；然后通过其他研究的数据分析，进行了总结。得出顾客的态度对员工有着重要的影响，酒店需要重视酒店顾客的态度问题，针对酒店顾客的态度以及酒店员工的心里承受能力采取措施，从而提高员工的忠诚度，实现酒店、员工、顾客满意度的三高局面。

关键词：酒店顾客；顾客态度；员工 

The influence of hotel customer attitude on employees

Abstract：With the rapid development of the hotel industry, the customer-oriented business philosophy has gradually transformed into a people-oriented concept. On the one hand, the service provided by the hotel staff determines the satisfaction of the customer, indirectly affecting the hotel's performance, profit, and development; on the other hand, the hotel's own culture, environmental system, and the attitude of the hotel customer also affect the loyalty of the staff. It can be seen that the development of the hotel, customer satisfaction and employee loyalty are cyclical. This article studies the relationship between hotel staff loyalty and customer attitudes at home and abroad; then it conducts interviews and analysis of hotel employees in different positions; then summarizes data from other studies. The customer’s attitude has an important influence on the employees. The hotel needs to pay attention to the attitude of the hotel’s customers, take measures regarding the hotel’s customers’ attitudes and the hotel’s employees’ ability to bear in mind, so as to increase the employees’ loyalty and achieve the satisfaction of the hotel, staff and customers. The three-high situation.

Key Words: Hotel customer;   customer attitude;   employee

目  录 

摘  要 I

Abstract II

目  录 III

一、引言 1

二、酒店顾客态度对员工影响的研究现状 1

（一）酒店顾客态度及相关研究 1

（二）酒店员工与顾客关系相关研究 2

三、研究内容及方法 3

（一）资料收集方法 3

（二）分析框架和资料 4

四、顾客态度对员工影响的资料分析 7

（一）酒店顾客态度对新员工的影响 7

（二）酒店顾客态度对老员工的影响 7

（三）酒店顾客态度对即将离职的员工的影响 9

五、酒店的管理对策 9

（一）对新员工的措施 10

（二）对老员工的措施 10

（三）对即将离职的员工的措施 10

六、结语 11

参考文献