杨希龙论文.docVIP

毕 业 论 文 题目： 盘锦东晟大酒店员工培训存在问题分析及对策探讨 学 院： 经济与管理学院 专 业： 旅游管理专业 学 生： 杨希龙 学 号： 2011020804083 指导教师： 汤 蕾 二○一三年五月  盘锦东晟大酒店员工培训存在问题分析及对策探讨 Analysis at the problem of the Staff training in Pan Jin DongSheng Hotel and its countermeasures 院 系 经济与管理学院 专 业 旅游管理 班 级 学 号 2011020804083 姓 名 杨希龙 指导教师 汤 蕾 职 称 副教授 负责教师 朱恒峰 沈阳航空航天大学 2013年5月  摘 要 随着饭店业的迅猛发展，饭店业内竞争加剧。虽然竞争还多表现为产品、服务方式、质量等方面的竞争，但竞争市场的日益完善和体制改革的深入，饭店间的竞争越来越体现为人才、员工整体素质的竞争，而这种竞争实际上是饭店所拥有的人力资本的较量。饭店业内人士已清醒地认识到人才的重要性，对人力资本投资的主要方式——培训，也日益重视。但整个饭店业培训工作并不尽如人意，存在着培训政策、培训师资、培训效果不理想等问题，这有饭店本身的原因，也有饭店管理部门的原因，归根到底，是对培训与饭店的经济效益间的关系认识不清，没有把培训当作一种投资。所以本文引入人力资本概念，把培训当作一种投资，使培训与饭店的经济效益紧密挂钩，从投资的角度，从饭店全局和整个饭店业的角度来看待培训。 关键词：服务 沟通 培训 投诉 Abstract Hotel industry is a labor-intensive service-type business. The combinational production of hotel is characterized by its service. Hotel provides customers with considerate service and comfort, as well as tangible facility, drinks and dishes. The tangible service can meet customers’ command by larger investment and reform while the intangible service which is based on the service will and skill of the staff totally depends on the subjective ability, creative ability, and passion for work of the service staff. The service staff of hotel is not only the main contributor of good-quality service but also the symbol of the product image. Thus, the fundamental measure to improve the quality of hotel service is to educate the service staff with good sense of service and adept service skill. The unique feature of hotel product has determined the importance of training. In order to gain an advantage in the increasing fierce market competition, hotels start to pay more attention to the training of employees, hoping to improve the management. This article has expounded the importance of staf