我国五星级酒店的人力资源管理现状研究.doc

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1、旅游学院学年论文学年度：2012题目：我国五星级酒店的人力资源管理现状研究专业：酒店经营与管理姓名：包美玲学号：指导教师：加力戈目录中文摘要···························································1关键词·····························································1引言·····················································

2、··········1一、酒店服务质量概述················································1（一）酒店服务定义················································1（二）酒店服务质量概念和内容·······································1二、提高服务质量是酒店生存发展之本··································2（一）顾客对服务质量的敏感性··

3、····································2（二）顾客满意度与服务质量正相关···································2三、酒店服务质量存在的问题分析·······································2（一）服务质量水平较低············································2（二）部门间缺乏服务协调······································

4、···2（三）服务质量管理效率低·········································3（四）确保服务质量的“硬件”和“软件”不匹配·····················3四、问题产生的原因分析·············································3（一）管理者缺乏战略眼光·········································3（二）酒店员工整体素质不高························

5、···············4（三）缺乏严密的质量控制系统·····································4五、提高酒店服务质量的可实行措施···································4（一）建设酒店行业服务水平支持体系·······························4（二）酒店管理者要强化服务质量意识·······························4（三）建立完善的服务质量管理体系················

6、·················5（四）管理控制要对路·············································5（五）提高酒店内部协调性·········································6（六）加强员工管理···············································7（七）加强顾客管理···············································7六、结语····

7、·······················································8注释·······························································8参考文献·························································8AbstractKeywords附录我国五星级酒店的人力资源管理现状研究旅游学院2011级酒店经营与管理班指导教师：加力戈[摘要]本

8、研究运用数理统计和逻辑分析法，以七家五星级酒店的人力资源管理现状为研究对象，对相关数据进行对比分析。结果显示；当前我国五星级酒店普遍存在员工待遇，职业忠诚度低，员工的归属感和自我效能感低，缺勤率低离职率高，员工职业规划不清晰的现象。建议人力资源部门在以后的工作中，贯彻”以人为本”的指导思想，转变观念，加强员工归属感和自我能效感，帮助员工确定职业规划，实现自我价值，稳定员工队伍，提升服务质量，追求员工利益与酒店利益的共赢。[关键词]五星级以人为本价值发展[引言]作为服务业的高端品牌，五星级酒店在我