酒店服务质量及员工满意度关系研究.docVIP

酒店服务质量和员工满意度关系研究 ——以常州万达喜来登酒店为例 摘 要：近年来，酒店行业在我国发展迅速。在酒店行业中，酒店方面向客户出售的是一种特殊商品，即酒店服务。每种商品都有其检验的标准和衡量优劣的准则，在酒店行业，这一标准就是服务的质量。影响酒店服务质量的因素有很多种，而员工满意度就是因素之一。分析酒店员工满意度和酒店服务质量之间的关系，不仅有利于提高酒店员工的满意度，更有利于改善和提高酒店的服务质量，促进酒店的发展。 常州万达喜来登酒店，地理位置优越，是一家位于常州市开发区内的酒店，为顾客提供休闲住宿环境，周边有众多的办公区域和休闲区域，是出差和旅游的绝佳住处。本文通过对常州万达喜来登酒店的调查和资料搜索，对其服务质量和员工满意度之间的关系进行研究分析，最终得出有利提升酒店服务质量和员工满意的几点建议。促进酒店改革和发展。 关键词：酒店管理；酒店服务质量；员工满意度；常州万达喜来登酒店 Hotel service quality and employee satisfaction relation research -- Taking Changzhou Wanda Sheraton Hotel as an example Abstract: in recent years, the rapid development of hotel industry in china. In the hotel industry in the sale of the hotel, to the customer is a kind of special commodity, namely Hotel service. Each commodity has its inspection standard and measure of the quality standards, in the hotel industry, the quality of this standard is service. There are many factors affecting the quality of hotel service, and employee satisfaction is one of the factors. Analysis of the relationship between satisfaction and hotel service quality of the hotel staff, not only helps to improve the hotel employee satisfaction, more conducive to improve and enhance the hotels service quality, promote the development of the hotel. Changzhou Wanda Sheraton Hotel, the geographical position is superior, is a company located in Changzhou City Development Zone within the hotel provides accommodation, leisure environment for the customer, periphery has many Office Area and leisure area, is the best place for business and tourism. This article through to the Changzhou Wanda Sheraton Hotel investigation and information search, research and analysis of the relationship between service quality and employee satisfaction, finally obtains favorable some advices on improving hotel service quality and employee satisfaction. To promote the reform and development of the hotel. Key words:hotel management; hotel service quality; job satisfaction; Changzhou Wanda Sheraton Ho