酒店员工流动原因及对策分析本科毕业论文.docVIP

PAGE 本科毕业论文 （20 届） 酒店员工流动原因及对策分析 所在学院 专业班级 旅游管理 学生姓名 指导教师 完成日期 酒店员工流动原因及对策分析 摘 要：众所周知，员工是酒店企业的灵魂，员工的工作态度、心理情绪、服务理念等等方面都会在他的对客服务中影响顾客对酒店产品的体验与感知，进而影响到顾客的满意度。所以员工的满意度不仅直接影响员工的行为，还间接的作用于顾客满意度和顾客的忠诚度。当今的社会已进入服务经济时代，酒店业的竞争异常激烈，有关员工的问题也越来越突出，特别是员工高流动率居高不下，这对酒店的管理和经营都造成了一定程度上的负面影响。员工流动的主要原因是双方供求管理、员工自身的特点以及酒店管理方面的原因造成的。所以，管理者想要解决员工流动率过高的问题，就要正确的认识和利用员工的价值，有规律有计划的对他们进行教育、培训，同时注重提高管理者的管理水平才能更有效的得到解决。 关键词： 酒店；员工流动；对策；管理水平 Hotel staff turnover Causes and Countermeasures Abstract:As we all know, the staff is the soul of the hotel enterprises, staff attitude, psychological and emotional service concept will be in his customer service, customer experience and perception of the hotel product, thereby affecting customer satisfaction. So employee satisfaction not only has a direct on the behavior of emplyee, but also has an indirect on customer satisfaction degree and customer loyalty. Today’s society has entered a service economy, the hotel industry is fiercely competitive, the issue of employees has become increasingly acute, especially the high staff turnover remains high, the management and operation of the hotel caused a certain degree of negative impact. The main reason is that both sides of the staff flow supply and demand management, employs its own characteristics and causes of hotel management. Therefore, managers want to solve the problem of high staff turnover, it is necessary to correct understanding and use of the value of staff, regular education, training, and focus on improving the management level managers can more effectively been resolved. Key words: Hotel; Employee Turnover; Countermeasure；Management level 目 录 TOC \o 1-3 \h \z \u 一、前言……………………………………………………………………………………… 1 二、员工流动的现状及对酒店的影响……………………………………………………… 1 （一）现状……………………………………………………………………………… 2 （二）影响……………………………………………………………………………… 3 三、原因分析………………………………………………………………………………… 3 （一）社会环境因素…………………………………………………………………… 3 （二）饭店内部因素…………………………………………………………………… 4 （三）员工个人因素…………………………………………………………………… 5 （