酒店一线员工满意度调研.pdf

酒店一线员工满意度研究 摘 要 随着中国加入WTO，酒店业的竞争日益激烈，而目前我国酒店业在规模迅速 扩张并朝集团化经营方向发展中，出现了一系列的发展瓶颈问题，阻碍了酒店业 的进一步发展，其中一线员工的管理是十分重要和关键的因素。酒店的产品与服 务是酒店经营管理目标实现的依靠，顾客满意要靠优质的服务和高品质的产品来 实现，而优质的服务和产品又是靠优秀的一线员工来实现的，即满意的顾客依靠 满意的一线员工。什么是员工满意度？酒店一线员工满意度对酒店绩效有何影 响？如何提升一线员工满意度？我在本毕业设计中对这些问题都作了分析和讨 论，通过实际问题与理论分析相结合的方式对酒店一线员工满意度作了研究。 关键词：满意度，一线员工，激励 I 酒店一线员工满意度研究 Abstract The competition of hotels is more and more acute after China became a member country of the WTO. And the patterns of our country’s hotels expand quickly and become group enterprise. However, there are many problems in this process, and they have disturbed the potential development of the hotels. To solve these problems, the management of the first-line workers is very important and is a key factor. Achieving the management goals depends on the products and services which the hotels provide. And these high quality services and products are achieved by good first-line workers. In short, satisfactory customers depend on the satisfactory first-line workers. What is the workers’ satisfaction? How does the satisfaction of the first-line workers affect the hotels’ efficiency? How to enhance the satisfaction of the first-line workers? I have discussed and analyzed these problems in this paper, and I studied the satisfaction of the first-line workers by real issues and theory analysis. Key words: satisfaction, first-line worker, encourage II 目 录 一 前 言1 二 酒店一线员工满意度直接影响酒店的绩效2 （一） 什么是满意度2 （二） 一线员工满意与酒店产品特征2 （三） 一线员工满意是酒店服务利润链的重要环节3 （四） 一线员工满意是