星级酒店员工培训问题与策略的探讨.docVIP

PAGE PAGE 1 星级酒店员工培训问题与策略的探讨 ——以宁波万豪酒店为例 摘 要：在知识经济的今天，人才在推动国内社会经济发展中的作用越来越突出，人才的社会地位也越来越重要。随着国内酒店业的快速发展和酒店管理的日趋成熟，越来越多的星级酒店都开始认识到：酒店的发展需要有人才的保障。酒店的竞争就是人才的竞争。要提高酒店企业的核心竞争力，就应该提高酒店从业人员的素质。因此，员工培训就显得尤为重要。员工培训作为人力资源开发的重要组成部分，对提高员工素质，增加酒店内部凝聚力、提高酒店核心竞争力具有重要作用。酒店只有加强员工培训，使培训系统更加完善，提高员工整体素质，才能提供更好的服务，从而让顾客满意，实现酒店自身的经济社会效益，提高酒店的市场竞争力。本文以浙江宁波万豪酒店的员工培训为例，剖析了目前国内大多数酒店员工培训中存在的问题，并针对这些问题提出相应的解决对策。 关键词：星级酒店；员工培训；问题；策略 Staff Training and Strategy of Star Hotel - - A Case Study of Ningbo Marriott Hotel Abstract: Today under knowledge economy, in promoting domestic social and economic development of more and more important social status. As the domestic hotel in the rapid development and hotel management of ripe, more and more star hotels are beginning to realize：hotel development requires talent protected. The hotels competition is the talent competition. If hotels want to enhance the core competitiveness, they should improve the quality of the hotel employees. Therefore, staff training was particularly important. The staff training in human resource development of an important part in improving staff quality and increased the hotel staff internal cohesion and increased the core competitiveness a vital role. The hotel can only enhance staff training and training system more perfect and improve the overall quality of staff to provide better services to the customers satisfaction, the realization of the economic and social consequences of the market competitiveness. In this paper, Ningbo Marriott Hotel is proud of the hotel staff training for example, at present the domestic most of the hotel staff training problems in these questions, and appropriate solutions. Key words: Star hotel; Staff training; Problems; Strategies 引言 随着我国加入WTO之后，外资大举进入饭店业，是本来就十分紧张的饭店业市场竞争更趋白热化了。在这严峻的现实面前，饭店业管理者终于明白：当今是“人才”的时代，谁拥有高素质的“人才”，谁就拥有成功，拥有明天。我们知道，饭店的经营管理活动能否正常运行，能否为顾客提供高质量的服务，在很大程度上，取决于饭店员工的素质高低，而员工素质的高低又与员工培训工作的开展密切相关。所以，许多饭店不惜花费大量的人力、物力、财力来培训各层次的员工，把提高员工素质，进而提高饭店整体素质作为培训的根本目标。根据美国饭店业协会对纽约饭