分析酒店前厅部实习生管理存在的问题-以广州朗豪酒店为例.docxVIP

吉林大学珠海学院 毕 业 论 文 分析90后酒店前台服务人员人际沟通中存在的问题及对策 ——以广州朗豪酒店为例 系 别： 专 业 名 称： 学 生 姓 名： 学 号： 指导教师姓名、职称： 完成日期：2016年 月 日  分析90后酒店前台服务人员人际沟通中存在的问题及对策 ——以广州朗豪酒店为例 摘 要 进入21世纪，我国国民经济发展结构进入战略性调整期，而作为现代旅游业三大支柱产业之一的酒店在经济发展中扮演着越来越重要的角色。在新时期，酒店行业的发展机遇与挑战并存，作为劳动性密集产业，行业竞争主要表现为人力资源的竞争，但是酒店人员流失率偏高、员工学历结构不合理以及员工素质普遍偏低等因素已经成为制约我国酒店业发展的主要瓶颈。为缓解人力资源危机，许多酒店开始与高校合作，开展大学生实习项目，而实习生作为一个过渡群体，其员工忠诚度和工作满意度都与正式员工存在一定差距，就是这种差距不能完全弥补酒店行业的人才流动危机。因此，如何正确的使用实习生、充分发挥实习生的作用是当前酒店面临的核心问题之一。到星级酒店实习是旅游管理类专业学生学习中必不可少的实践教学环节，但实习生在酒店工作的积极性并不高，往往实习一段时间之后，就会以各种理由中断实习，造成酒店实习生大量流失。本文以广州朗豪酒店为例，阐述分析90后酒店前台服务人员人际沟通中存在的问题及对策，本文从实习生、学校、实习酒店三方面分析实习生流失的原因，并给出对策建议。 关键词：90后；酒店前台；服务人员；人际沟通  Abstract the 21st century, our country enter the strategic development of national economy structure adjustment, and as a modern hotel is one of the three pillar industries of tourist industry plays a more and more important role in economic development. In the new era, the development of hotel industry both opportunities and challenges, as the labor intensive industry, industry competition is mainly the competition of human resources, but the hotel staff turnover rate on the high side, unreasonable structure of education staff, and quality is generally low factors has become the main bottleneck restricting the development of hotel industry in our country. To ease the human resources crisis, many hotels started cooperation with universities, students internship program, and interns as a transitional group, the employee loyalty and job satisfaction and staff, there is a certain gap is the gap cant fully make up for the hotel industry brain drain crisis. Therefore, how to use interns properly and give full play to the role of interns is one of the core issues facing the hotel. To the star hotel internship is an essential part of professional tourism management students learn in the practice teaching link, but the interns to work in the hotels enthusiasm is not high, often practice after a per