高星级酒店员工流失原因分析及对策研究

摘要

改革开放以来，中国经济一直稳步增长和稳定，也促进了第三产业的快速发展。酒店作为服务性企业，其产品主要为软服务，酒店服务成功提供客人通过特殊载体酒店人力资源，在酒店管理中的资源属性比其他行业更明显，所以酒店的人力资源管理具有不同于其他行业的特点。同时，酒店也是一个劳动密集型行业。酒店员工是酒店的核心灵魂。但在酒店业快速发展的同时，员工的频繁离职和高离职率成为制约酒店发展的瓶颈。人们已经认识到，员工流失已成为饭店业面临的迫切需要解决的问题。

本文结合酒店管理的理论和实践，对高级酒店员工流失的原因及影响的分析，提出了激发高级酒店管理者要采取有效的措施降低高级员工流失率的对策，促进当地酒店快速健康发展。

关键字:酒店员工；流失原因；对策

Abstract

Since the launch of reform and opening up, China’s continued economic health, steady growth, also promoted the rapid development of the tertiary industry. Especially in our country's accession to the WTO and China's per capita GDP runs into the ranks of middle-income countries, the hotel industry as a pillar of the tertiary industry has been unprecedented good development opportunities.

Hotel as a service enterprise, its products mainly to provide soft services, through hotel services is a special carrier who can successfully offer its guests by the employee, the hotel's human resources in the hotel business attributes more obvious than other industry. So the hotel's human resources management has the characteristics are different from others. The hotel is labor intensive poly-based industries, staff is core soul of the hotel, however ,staff mobility frequent, high wastage rate of development has become a bottleneck restricting the hotel. It has been increasingly recognized that the competition between the hotel restaurants is actually owned by the competitive human capital, therefore, how to avoid employees leaving the hotel is the problem need to be solved.

According to their internship in a hotel in Jiujiang City and usually in a hotel in the basis of part-time, collect and collate all kinds of relevant information. Analyzed the impact and causes of the staff loss, and combined the theory and practical of hotel management to propose a solution.

Keyword：Hotel staff, Reason of loss, Countermeasure

目录

摘要............................................................................................................................................... i i Abstract .......................................................................................................................................... i ii 一、绪论.. (1)

（一）研究背景 (1)

（二）研究目的及意义 (1)

（三）研究内容 (2)

二、员工流失对酒店的影响 (3)

（一）酒店员工流失导致其他员工工作效率低下，影响服务质量 (3)

（二）酒店核心员工的流失导致商业秘密泄露 (4)

（三）酒店员工流失导致人力资源成本增加 (4)

三、高级酒店业员工流失的现状及原因分析 (6)

（一）高级酒店业员工流失的现状分析 (6)

（二）高级酒店业员工流失原因分析 (8)

四、酒店员工流失对策分析 (11)

（一）重塑企业文化，打造良好的工作环境 (11)

（二）完善员工培训体系 (12)

（三）优化员工的薪酬福利体系和激励机制 (13)

结论和展望 (16)

参考文献 (17)

谢辞 (18)