曼谷水门地区小型旅社的汉语服务调查研究 ──以四家小型旅社线上线下经营为例

Abstract

泰国旅游业发展迅速，旅游业成为泰国主要的外汇来源，也成为泰国经济的重 要支柱之一。曼谷水门(Pratunam)是曼谷重要的商业区，吸引了大批国内外游客前来购 物。在水门市场附近除了有不少大中型酒店外，还有不少小型的廉价旅社。这些小型旅 社价格便宜，设施齐全，干净卫生，交通方便，又靠近商业中心，吸引不少前来旅游的 外国游客，特别是中国游客。在语言服务方面除了提供英文服务外，还开始提供中文服 务。 本论文研究的目的是通过对四种小型旅社经营和语言服务的线上线下调查，分析这 些小型旅社在经营管理和网络营销策略上的情况，说明其在线上线下经营中的汉语服务 情况。通过分析研究指出这些小型旅社在经营管理和汉语服务中存在的问题，提出改进 建议，以提高这些小型旅社的服务质量。论文研究采用文献分析，线上线下调查的方法， 对这四家小型旅社所掌握的信息进行分析研究。 研究结果显示，这四家小型旅社经营灵活，服务周到。但有一些设施不完备，存在 一些管理问题。这些旅社的服务人员汉语听说能力差，不能满足客户的需要。汉语服务 人员需要借助翻译软件才能与客户沟通。为了提高小型旅社的竞争力，管理部门需要完 善旅社设施和管理，加强汉语培训，提高服务人员汉语的听说水平，为客户提供良好的 服务。

Thailand's tourism industry has developed rapidly. Tourism has become Thailand's main source of foreign exchange and one of the important pillars of Thailand's economy. Pratunam is an important business district in Bangkok, attracting a large number of domestic and foreign tourists to shop. In addition to many large and medium-sized hotels near Pratunam Market, there are also many small budget hotels. These small hostels are cheap, well-equipped, clean, convenient, and close to the commercial center, attracting many foreign tourists, especially Chinese tourists. In terms of language services, in addition to providing English services, they also began to provide Chinese services. The purpose of this thesis is to analyze the operation and management and network marketing strategies of these small hotels through online and offline surveys on the operations and language services of four small hotels, and explain the Chinese services in their online and offline operations. Through analysis and research, it points out the problems in the operation and management and Chinese language services of these small hotels, and puts forward suggestions for improvement to improve the service quality of these small hotels. The thesis research uses the methods of literature analysis and online and offline surveys to analyze and research the information held by these four small hotels. The research results show that these four small hotels are flexible in operation and good in service. However, some facilities are incomplete and there are some management problems. The service staff of these hotels has poor Chinese listening and speaking skills and cannot meet the needs of customers. Chinese service personnel need to use translation software to communicate with customers. In order to improve the competitiveness of small hotels, the management department needs to improve the facilities and management of the hotels, strengthen Chinese training, improve the listening and speaking skills of service personnel, and provide good services to customers.