对于涉外宾馆饭店的总经理,人们看到的往往是一个衣冠楚楚、风度翩翩的令人羡慕的角色,殊不知,这也是一个极为甘苦的角色。一、苦与乐饭店、宾馆,特别是高级饭店、宾馆,是世界上最难管理的行业之一。它的产品,是凭借饭店的设施、设备,通过人对人的有效管理来实现人对人有效服务的特殊产品。其有形部分,如设施、设备等硬件,具有可控性;无形部分,如服务人员的待客态度、殷勤程度、交往技巧、语言艺术、礼节礼貌等软件,难于用定量的办法进行事先控制, For the general manager of foreign-affiliated hotels and restaurants, what people see is often an enviable role of well-dressed and graceful person. Everyone knows that this is an extremely awesome role. One, bitter and happy hotel, hotel, especially high-grade hotel, hotel, is one of the most difficult industries in the world. Its products are based on the hotel’s facilities, equipment, through the effective management of people to people to achieve effective service to people special products. Its tangible parts, such as facilities, equipment and other hardware, have controllability; intangible parts, such as service personnel’s hospitality attitude, level of hospitality, communication skills, language arts, etiquette and etiquette, are difficult to control in advance with quantitative methods.