星级酒店员工满意度管理的研究.pdfVIP

是降低入力资源风险，吸引入力和留住人才的关键。 本文采用文献分析法、归纳法，在前人有关员工满意度管理理论研究的基础 上，从酒店服务的交互性和酒店经营特征入手，分析员工满意度与顾客满意度的 关系，剖析自己掌握的实际资料，确定影响员工满意度的主要因素，研究星级洒 店员工满意度管理现状与存在问题，最后探讨星级酒店员工满意度管理的对策(或 途径)。 随着中国加入wTo，以及我国星级酒店的飞速发展，人才将成为星级酒店最 宝贵的资源和财富。只有树立“以人为本”的观念，将员工满意度管理放在首位， 才能充分发挥酒店现有人才的积极性和创造性，最终保持酒店的核心竞争力，赢 得竞争优势。 关键词：星级酒店 员工满意度(Es)顾客满意度(cs)人力资源管理 Ⅱ Abstracts Emplovee，s satisfaction refers to staffs metal feeling compare with his／her expected value throu曲the sensible result to enterprises．Staff satisfaction means the degree of comparing staff actual feeling of accepting enterprise and his／her expected value(staffs satisfaction=actual feeling／expected value)．This definition ieflects staffs satisfactory degree and reflects the actual result in reaching the staff’s demands too．To be satisfied is a relative concept：It is satisfying to go beyond expected value；It is basically satisfying to reach expected value；Lower than expected value is unsatisfying．Satisfaction is the satisfaction quantization description．The stronger the satisfactory feeling is，the greater satisfaction is；on the contrary,the weaker,the smaller． Staffs satisfaction can be regarded as“barometer”of enterprise’s staffs working attitude，if human resources management find out the employee’s satisfaction regularly， the questions existing in business administration can be discovered．The improvement of these questions can make staffs satisfaction keep on a better lelcel，thus improve enterprise’s performance． Staffs satisfaction generally includes following 5 aspects 16 factors：The satisfaction to work itself(work suitable degree，responsibility matching degree，work challenge degree，competence degree)；The satisfaction to the recompense(approval degree of working,undertaking fulfillment，the fair sense of the reward，the chance of promotion)；Satisfaction to working background(workspace quality,the system of working time，the degree of working equipment allocation，treatment satisfaction of welfare)；Satisfaction to worker’s relation(harmonizatio