目前业界各大媒体发布有关酒店服务行为不当,造成住店顾客不满,甚者危急客人生命的事件,这让公众对酒店业未来发展前景表示担忧。通过分析影响员工服务行为不当的主要因素,对此提出对策。从根源上做好预防措施,改善酒店员工的服务行为方式。 At present, the major media in the industry release the relevant hotel service misconduct, resulting in customer dissatisfaction store, or even the event of critical life, which makes the public worried about the future development prospects of the hotel industry. By analyzing the main factors that affect the misconduct of employee service, we put forward some countermeasures. Preventive measures should be taken from the root causes to improve the service behavior of hotel staff.