酒店员工满意度问题的分析.docxVIP

毕 业 论 文 酒店员工满意度问题的分析 专业年级 09 人力资源管理 学 号 090530229 姓 名 汪洋 指导教师 高虹 评 阅 人 2013 年 5 月 中国 马鞍山 酒店员工满意度问题的分析 摘要 随着中国经济的飞速发展，酒店的竞争越来越激烈，员工成为了酒店间竞争的关键。酒店的发展离不开员工的共同努力。根据服务价值链的理论，只有满意的员工，才有满意的顾客；只有满意的顾客，才有酒店的持续发展。 员工满意度是员工满意程度的反映，其高低既直接影响员工的行为，又间接作用于顾客满意度和顾客忠诚度。酒店业是一个综合性服务行业，酒店的产品价值是通过员工在提供服务的过程中体现出来的，员工能否用积极的态度对待顾客，则与酒店员工满意度息息相关。因此，研究影响酒店员工满意度的指标，构建酒店员工满意度指标体系，准确地评估员工满意度现状，进而寻求提高酒店员工满意度的有效途径，就显得至关重要，同时这也是本文的出发点。 本文以国内外员工满意度研究为前提,筛选员工满意度初始评价指标，并采用访谈法对初始值表进行修正，从而构建出酒店员工满意度评价指标体系并赋予权重。以 XX 酒店为实例，设计合理的问卷并进行员工满意度调查，通过科学的统计分析得出 XX 酒店员工满意度现状。最后在此基础之上为 XX 酒店提出了设计合理的薪酬制度、构建完善的培训体系、重视员工职业法规划的制定等对策和建议：从而推而广之，酒店员工满意度问卷设计、关键影响指标、及发展建议对其他酒店有参考价值。 关键词：酒店员工满意度 满意度评价指标体系 问卷调查 I Abstract With the rapid development of Chinese economy, the increasingly fierce competition in the hotel, hotel staff has become the key competition. The hotels development cannot do without the joint efforts of the staff. According to the theory of service value chain, only the satisfaction of employees, have the satisfaction of customers; only the satisfaction of customers, have the sustainable development of the hotel. Employees’ satisfaction is a reflection of employees’ satisfaction degree. Its level doesn’t only directly effect employees’ behavior but also effect on customers’ satisfaction and loyalty. The hotel is a comprehensive service industry. The product value of the hotel is reflected by the service of staff. Whether employees can use the positive attitude towards customers is closely related to staff satisfaction. Therefore, it is very important to study on the index of effecting employees’ satisfaction, to construct the system of employees’ satisfaction and to evaluate accurately the status of employees’ satisfaction. So we can seek effective ways to improve the employees’ satisfaction. This is also the staring point of this paper. Based on the research of employee satisfaction at home and abroad as the premise, the initial screening of employee satisfaction evaluation index, and the initial value is c