酒店员工满意度的影响因素及对策探究

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酒店员工满意度的影响因素及对策探究

酒店员工低满意度的成因及改善研究——以珠海2000年大酒店为例
【文档摘要】酒店员工的满意度影响着酒店服务质量，对顾客满意度产生影响，进而影响酒店的利润与发展的重要因素，因此，如何提升酒店员工满意度是酒店管理的重要部分之一。本文以珠海2000年大酒店为例，首先对现代酒店员工满意理论进行综述，其次根据2000年大酒店的具体情况，设计了酒店员工满意度调查问卷，之后进行问卷的发放与回收工作，通过问卷形式对酒店员工满意度进行调查，最后根据问卷调查结果通过图表分析等形式分析影响2000年大酒店员工满意度的主要因素并根据影响因素制定相应的对策。通过这一过程得出酒店的员工总体满意度水平较低，其主要成因主要为员工职业生涯发展不足、员工个人公平性不足、员工职务晋升渠道不完善、员工工作内容不明确、内部公平感不足等。针对现状及问题，本文从完善绩效考核体系，提高员工的薪酬福利认知水平，调整薪酬制度，完善住宿管理及相关设施，建立开放的员工信息沟通渠道 ，重视情感管理，持续完善培训内容等方面提出建议。
【关键词】酒店，员工，满意度，问卷调查
[Abstract] In the moment, the hotel as a major component of the tourism industry is playing an increasingly important role. The hotel is affecting employee satisfaction, customer satisfaction and hotel service quality, thereby affecting an important factor in the development of the hotel's profits.Therefore, how to improve hotel employee satisfaction is an important part of hotel management. This paper takes Zhuhai 2000 Le Grand Large Hotel as an example, first reviewed the Moderno Hotel employee satisfaction theory, secondly according to the specific situation of 2000 Le Grand Large Hotel, designed a hotel employee satisfaction survey questionnaire, after the release and recycling questionnaire investigation through questionnaire, wine shop employee satisfaction, according to the survey results of the main factors affecting the 2000 Le Grand Large Hotel employee satisfaction through formal analysis and graph analysis. According to the influence factors make the corresponding countermeasures. Through this process that the hotel staff overall satisfaction level is low, the main reasons for employee occupation career development is insufficient, lack of fairness, personal staff promotion channel is not perfect, the staff work is not clear, lack of internal fairness. In view of the present situation and problems, this paper improve the performance appraisal system, improve staff welfare cognitive level, adjust the salary system, improve the hotel management and related facilities, the establishment of employee information communication channels open, pay attention to emotional management, continue to improve the training content recommendations.

[Keywords] Zhuhai 2000 years Hotel; Employee Satisfaction ;Survey incentives

目录
1 引言 1
2员工满意度理论概述 1
2.1 定义 1
2.2 人类需求等级论 1
2.3 员工满意度对酒店的重要意义 2
2.3.1有利于提高酒店人力资源管理水平 2
2.3.2有利于衡量并提高酒店的绩效水平 2
2.3.3有利于树立危机意识，驱使酒店不断改进 3
3 研究设计 3
3.1研究方法 3
3.2案例酒店选取及简介 3
3.3问卷设计及调研过程 4
3.3.1员工满意度调查问卷的构成 4
3.3.2问卷数据收集 5
4 珠海2000年大酒店员工满意度现状 6
4.1员工满意度统计结果 6
4.2不同自然情况员工满意度统计分析 8
5 珠海2000年大酒店员工低满意度的成因 11
5.1员工职业生涯发展不足 12
5.2 员工个人公平性不足 12
5.3 员工职务晋升渠道不完善 12
5.4 员工工作内容不明确 12
5.5 内部公平感不足 13
6 提高珠海2000年大酒店员工满意度的对策 13
6.1完善绩效考核体系 13
6.2提高员工的薪酬福利认知水平 14
6.3调整薪酬制度，改变薪酬结构 14
6.4完善住宿管理及相关设施 15
6.5建立开放的员工信息沟通渠道 15
6.6重视情感管理，关爱酒店员工 16
6.7持续完善培训内容，帮助员工职业发展 17
结论与展望 17
致谢 20
员工满意度调查问卷（附录） 21

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