W酒店一线员工激励问题研究

发布时间：2018-04-07 17:44

本文选题：酒店　切入点：一线员工　出处：《天津财经大学》2014年硕士论文

【摘要】：星级酒店一线员工作为提供优质服务,传递酒店理念的载体,直接参与对客服务的每个关键环节。客人感受到物超所值,酒店的生意才能源源不断,企业和员工才能得到长足的发展和进步。一线员工能否与客户保持良好的同步性,为客户制造惊喜体验。怎样鼓励一线员工移情客户,提供超出期望的服务。由此,有效地激励酒店一线员工的研究就显得尤为重要了。本文首先针对酒店一线员工激励研究的国内外相关书籍和文献,进行选取和整理。对酒店部分一线员工进行了访谈。了解了W酒店一线员工心理现状。梳理出员工对培训管理、薪酬待遇、绩效管理方面比较突出问题,特邀专家学者评鉴。最终确定了一线员工工作满意度调查问卷。并向W酒店一线员工统一发放问卷、进行解释、填写和回收。结合W酒店人力资源管理现状,对有效问卷进行描述性分析和因子分析。对一线员工激励管理问题进行原因分析和实证研究,为W酒店构建相应的激励方案设计,包括提高薪酬待遇、思想建设激励、丰富培训手段、科学进行人岗配置。最后,对W酒店一线员工激励方案设计进行预评估,并指出实施时的保证措施。
[Abstract]:As the carrier of providing high quality service and delivering hotel idea, star-level hotel staff directly participate in every key link of customer service.Guests feel value for money, hotel business can be continuous, enterprises and employees can get considerable development and progress.First-line staff and customers can maintain a good synchronization, for customers to create surprise experience.How to encourage frontline staff to empathize with customers and provide services beyond expectations.As a result, it is particularly important to effectively motivate the hotel staff.Firstly, this paper selects and arranges the related books and documents of the hotel staff motivation research at home and abroad.Part of the hotel staff were interviewed.Understand the psychological status of W hotel front line staff.To sort out the training management, pay, performance management aspects of more prominent issues, specially invited experts and scholars evaluation.Finally, the first line staff job satisfaction questionnaire was determined.And the W hotel staff unified distribution of questionnaires, interpretation, filling and recycling.Combining with the current situation of W hotel human resource management, the effective questionnaire is analyzed by descriptive analysis and factor analysis.This paper analyzes the reasons and empirical research on the incentive management of front-line staff, and constructs the corresponding incentive scheme design for W hotel, including improving the salary treatment, ideological construction incentive, enriching the training means, and carrying on the scientific disposition of personnel and post.Finally, the design of W hotel staff incentive scheme is pre-evaluated, and the guarantee measures are pointed out.
【学位授予单位】：天津财经大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F719.2

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