学年论文我国五星级酒店的人力资源管理现状研究.docVIP

旅游学院学年论文 学 年 度：2012 题 目：我国五星级酒店的人力资源管理现状研究 专 业：酒店经营与管理 姓 名：包美玲 学 号：20111102082 指导教师：加力戈 目 录 中文摘要···························································1 关键词·····························································1 引言·······························································1 一、酒店服务质量概述················································1 （一）酒店服务定义················································1 （二）酒店服务质量概念和内容·······································1 二、提高服务质量是酒店生存发展之本··································2 （一）顾客对服务质量的敏感性······································2 （二）顾客满意度与服务质量正相关···································2 三、酒店服务质量存在的问题分析·······································2 （一）服务质量水平较低············································2 （二）部门间缺乏服务协调·········································2 （三）服务质量管理效率低·········································3 （四）确保服务质量的“硬件”和“软件”不匹配·····················3 四、问题产生的原因分析·············································3 （一）管理者缺乏战略眼光·········································3 （二）酒店员工整体素质不高·······································4 （三）缺乏严密的质量控制系统·····································4 五、提高酒店服务质量的可实行措施···································4 （一）建设酒店行业服务水平支持体系·······························4 （二）酒店管理者要强化服务质量意识·······························4 （三）建立完善的服务质量管理体系·································5 （四）管理控制要对路·············································5 （五）提高酒店内部协调性·········································6 （六）加强员工管理···············································7 （七）加强顾客管理···············································7 六、结语···························································8 注释·······························································8 参考文献 ·························································8 Abstract Key words 附录 我国五星级酒店的人力资源管理现状研究 旅游学院2011级酒店经营与管理班 指导教师：加力戈 [摘 要]本研究运用数理统计和逻辑分析法，以七家五星级酒店的人力资源管理现状为研究对象，对相关数据进行对比分析。结果显示；当前我国五星级酒店普遍存在员工待遇，职业忠诚度低，员工的归属感和自我效能感低，缺勤率低