酒店员工满意度研究6000.doc

学 号天 津 商 业 大 学 综 合 论 文 酒店员工满意度研究 二级学院: TUC-FIU合作学院 教 学 系： 酒店管理(中美合作) 专业班级: 酒店管理XX-X班 学生姓名: 李 嘉 指导教师: 姓 名 职称 成 绩： 百分制成绩 等级成绩 2008年月 日 内容摘要： 一直以来，酒店行业的服务都为顾客所诟病，不单单是由于硬件水平达不到顾客所要追求的目的，最重要的是由于员工服务水平不到位所致。对于五星级酒店而言，员工服务水平的高低更是直接影响酒店利益的重要因素。而同时，酒店行业员工的流失率也是所有行业中最高的，员工的流失体现出员工对于现状的不满意。员工的满意度来源于酒店也来源于员工自身的追求，它们对于酒店的服务质量和服务水平有着直接的关系。员工在酒店的盈利和发展的道路上体现着不可忽视的作用。因此了解员工满意度，让员工在酒店中的满意度达到应有的水准并由此提高酒店的服务质量成为酒店管理的重要组成部分。 本文主要是对于酒店员工满意度的研究，从而分析高流失率的原因。进而探析酒店员工满意度对于酒店的服务质量的影响。本文通过对国内外学者和研究人员的研究成果进行文献综述，并以某酒店为研究对象发放调查问卷，从而对问卷进行分析和研究，进而发现目前酒店员工的满意度状况。研究表明，员工对于酒店的硬件情况表示满意，但是对于细节持不满意态度。最后对于酒店的现状，提出一些建设性的对策。 关键词：酒店；满意度；流失；服务质量；问卷调查 Abstract The hotel industry, services are criticized by customers, not just because the hardware can not attain the purpose of customers to pursue, the most important thing is not in place as result of staff services. For the five-star hotel, the staff level of service is the hotel directly affects the interests of important factors. Meanwhile, the hotel industry employee turnover rate is the highest of all sectors, staff turnover reflects dissatisfaction with the status quo why staff loyalty. Employee satisfaction and loyalty derived from the hotel from their own, their quality of service for the hotel and the service level has a direct relationship. The hotels profitability and development of staff and must be reflected through. Therefore, understanding employee satisfaction, the staff satisfaction in the hotel hit a hotel management standards should be an important issue and an important part.  This article is for the hotel staff loyalty and satisfaction research, to analyze the reasons for the high turnover rate. And then research the hotel employee satisfaction and loyalty for the service quality of the hotel. This drawing scholars and researchers to conduct a literature review of research results, and five-star hotels in Beijing issued a questionnaire for the study, and questionnaire