摘 要酒店业的服务性质要求它需要最大限度地满足顾客的需求，为顾客提供高质量的服务。对于酒店总机来说，要提升服务水平就必须注重语言艺术的应用。服务语言不仅是酒店总机为顾客服务的重要工具，也是传达信息，与顾客沟通的桥梁和纽带。它是有专业性，针对性和情感性的。在实践中，既要适应环境，又要根据不同的对象适当运用语言艺术，进而提高服务质量。本文以厦门海沧希尔顿逸林酒店为例，研究酒店总机服务语言和服务艺术，得出厦门海沧希尔顿逸林酒店总机服务语言和服务艺术存在的问题，存在话语不完整，语言不规范、服务语言格式化，机械化、说话不婉转、说话语气生硬、服务意识薄弱等问题，并且针对目前酒店总机话务员在服务语言艺术中的问题进行分析，提出改善酒店管理机制，引导激励员工适当运用语言艺术，从而提高酒店服务质量，以此体现出酒店专业服务的价值关键。关键词：酒店总机；宾客服务；语言艺术AbstractThe service nature of the hotel industry requires it to meet the needs of customers to the greatest extent and provide high-quality service for customers. For the hotel switchboard, to improve the service level must pay attention to the application of language art. Service language is not only an important tool for hotel switchboard to serve customers, but also a bridge and link to convey information and communicate with customers. It is professional, targeted and emotional. In practice, we should not only adapt to the environment, but also use language art appropriately according to different objects, so as to improve the service quality.Taking Double tree by Hilton Xiamen haicang for example, the hotel operator service language and art, concluded that Double tree by Hilton Xiamen haicangoperator service language and the problems existing in the art, there is incomplete, language is not standard, service, formatting, mechanization, do not speak, speak hard, service consciousness weak, and in view of the present hotel switchboard operator in the servi...
