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位于第一线的服务人员是旅游目的地服务的直接提供者,服务质量的高低与服务人员的工作状态密切相关,这反应了旅游接待服务质量的整体性和全面性。
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服务者是旅游接待业服务的主要提供者,服务者的工作态度和仪容仪表对环境的营造和改善游客的心情有非常大的影响力。
PDCA方法由美国管理专家休哈特博士率先提出,由戴明采纳、宣传,获得普及,所以又称戴明环。
ZD管理法又称零缺陷管理法,意味着管理中无任何缺陷。
Passage ListeningUnusual IntervieweesListen to the passage once. Then read the following statements based on the passage. The possible answers are already offered as “Mentioned”, “Can be inferred”or “Can’t be inferred”. As you read, choose the right answers to the statements.[音频]1. A candidate who failed to finish high school had been kidnapped to Mexico.a. Mentionedb. Can be inferredc. Can’t be inferred2. The candidate who had no time for lunch didn’t have good manners.a. Mentionedb. Can be inferredc. Can’t be inferred3. The female candidate listening to music was not very serious about her interview.a. Mentionedb. Can be inferredc. Can’t be inferred4. A candidate broke an arm fighting with the interviewer.a. Mentionedb. Can be inferredc. Can’t be inferred5. The candidate who had little hair cared much for his appearance.a. Mentionedb. Can be inferredc. Can't be inferred6. All the interviewees were hired.a. Mentionedb. Can be inferredc. Can’t be inferred
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