酒店员工职业倦怠及其干预.docxVIP

PAGE 酒店员工职业倦怠及其干预 --以昆明绿洲酒店为例 【内容摘要】旅游产业的飞速发展，带动了酒店业的快速崛起。作为旅游产业链条上不可或缺的环节，酒店业的服务质量、发展水平已经成为衡量旅游服务和发展的一项重要指标。但相比酒店业持续繁荣的景象，我国酒店现代管理理论与实践，尤其是人力资源管理环节明显滞后。酒店基层工作具有特殊性和复杂性，要求投入大量劳动力，工作内容繁琐并且时间较长，对服务规范也有严格的标准，因此酒店基层员工普遍存在工作强度大、时间长、工作标准复杂严格、突发状况频繁且随时可能面临顾客抱怨等诸如此类的问题。特别是对于景区酒店，员工工作、生活环境相对单一，长期处在这样的环境之下，基层员工感受到的工作压力会越来越大，很容易出现积极性和满意度下降、工作效率降低、离职意向凸显等问题，进而形成职业倦怠，并最终导致酒店员工流失率的升高和组织绩效的降低。基于此本文以昆明绿洲酒店为例，分别从酒店和员工两方面对倦怠影响因素和解决方法进行分析，了解对提高酒店员工职业满意度产生较大影响的主要激励因素，最后为酒店员工职业倦怠及其干预提出相关建议与思考，以期在实践中能为其更好的发展提供可能的思考路径。 【关键词】工作倦怠；酒店员工；影响因素；激励 [Abstract] The rapid development of tourism industry has driven the rapid rise of the hotel industry. As an indispensable link in the tourism industry chain, the service quality and development level of the hotel industry have become an important indicator to measure the tourism service and development. However, compared with the continuous prosperity of the hotel industry, the theory and practice of modern hotel management in China, especially the link of human resource management, obviously lag behind. Hotel has particularity and complexity, the grass-roots work requires invest a lot of labor, work content and trival and for a long time, also have strict standard to the service specification, therefore the hotel grass-roots staff common working intensity big, time is long, complicated work standard strictly, emergency frequently and could face such problems such as customers complain at any time. Especially for the resort hotel, the staff work and life environment is relatively single, under such an environment for a long time, the grass-roots staff feel the pressure of work will be more and more big, it is easy to a drop in motivation and satisfaction, low working efficiency, quit intention to highlight such issues, and job burnout, and eventually led to the rise of the hotel staff turnover and organizational performance. Based on this to oasis hotel kunming as an example, this paper respectively from two aspects of the hotel and the staff of bur