普吉酒店接待员的汉语服务及汉语技能

Abstract

普吉府是世界著名的旅游胜地之一。每年都会有很多中国游客前往泰国旅游。这导致普 吉岛的旅游业有所改善。普吉岛的大多数酒店都是中国休闲游客的主要目标。因此，酒店员 工的汉语使用被认为非常重要。 本论文采用调查方法，通过问卷调查的方式对普吉府37名酒店员工的技能、知识和能力 进行了调查。包括对普吉府10家酒店的10位酒店经理的访谈及面试题分析。 研究发现，从 中国游客的角度来看，大多数员工使用汉语进行交流的水平并不令人满意。酒店工作人员的 汉语水平相当低。这导致酒店工作人员在为中国游客提供服务时使用汉语的听、说、读、写 等诸多方面存在问题。包括用汉语介绍酒店信息。旅游景点信息商店和餐馆此外，对基础汉 语培训课程中汉语语言拓展需求的调查也发现，大多数员工希望酒店邀请外部讲师来组织汉 语拓展培训。也看到汉语培训可以更好地运用到工作中等等。本论文的内容分为3个部分： 普吉岛旅游业； 普吉岛酒店位置及普吉岛酒店前台汉语服务及普吉岛酒店汉语服务调查第一 部分内容将与酒店业务相关。推动旅游业发展的因素包括COVID-19前后普吉岛的旅游情况， 第2部分将介绍10家酒店的信息和位置，第3部分将介绍酒店员工的汉语服务情况。回答问 卷并为员工组织汉语培训。

Phuket Province is one of the world's famous tourist destinations. Each year there will be many Chinese tourists traveling to Thailand. This results in the tourism industry in Phuket improving. Most hotels in Phuket are prime targets for Chinese leisure travelers. Therefore, hotel staff's use of Chinese is considered very important. This thesis uses a survey method to survey the skills, knowledge and abilities of 37 hotel employees in Phuket Province through questionnaires. Including interviews and analysis of interview questions for 10 hotel managers from a total of 10 hotels in Phuket. From the results of all studies, it was found that the majority of employees use Chinese to communicate at an unsatisfactory level from the perspective of Chinese tourists. From the questionnaire it was shown that The assessment of hotel staff's Chinese proficiency is still relatively low. This causes problems in the use of Chinese by hotel staff in providing services to Chinese tourists in many areas, such as speaking, listening, reading and writing. Including using Chinese to introduce hotel information. Tourist attraction information shops and restaurants In addition, the survey of needs for Chinese language development in the basic Chinese language training course also found that most employees would like the hotel to invite external speakers to organize Chinese language development training. It is also seen that Chinese language training can be applied to work better, etc. As for the content of this thesis, it is divided into 3 parts: the Phuket tourism industry; Hotel locations in Phuket and Chinese language services at hotel reception in Phuket and survey of Chinese language services in hotels in Phuket The first part of the content will be related to the hotel business. Factors that promote the tourism industry Including the tourism situation in Phuket before and after COVID-19. Part 2 will be about information and locations of 10 hotels and the Chinese language services of hotel staff for Chinese tourists. Part 3 will be about Survey of hotel employees' Chinese language services by answering questionnaires as well as organizing Chinese language training for employees.