广西沃顿国际大酒店基层岗位员工定制化培养研究

发布时间：2018-02-21 21:44

本文关键词： 基层岗位定制化培养访谈法　出处：《广西师范大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着我国旅游业的发展,酒店行业的日益繁荣,酒店的数量不断增多,酒店对员工的需求量也不断增长。酒店行业用工荒现象明显,劳动力成本高；星级酒店对基层员工的素质和能力要求高；劳动力成本上升与劳动力基本素质要求存在差距,这些成为本研究的研究背景。本研究在前人对星级酒店基层岗位的研究、对相关学校酒店专业“订单式”培养的研究和对酒店业人才定制化及人力资源管理外包的研究基础上,区别于前人从教育机构的视角,以酒店企业的视角,提出对其基层岗位员工进行定制化培养。本研究的目的在于结合我国酒店行业发展的实际,星级酒店企业管理当中人力资源模块员工培养和培训的问题,选取广西沃顿国际大酒店为研究对象,研究具体酒店基层岗位员工定制化培养的现状和存在问题,以便为民族地区酒店企业的基层员工培养提供可参考的范本。其理论意义在于找出其基层劳动力培养和保持的方式及存在问题,从实证角度充实酒店人力资源管理理论；现实意义是为民族地区面向东盟各国的星级酒店提供借鉴和帮助；同时利于人力资源培训机构及相关基层劳动力提供的职校技校制定合理的培养方案,进而更好地提供高素质的基层劳动力,实现劳动力供给和需求的双赢。本研究结合广西沃顿国际大酒店的具体情况对其基层岗位进行了分析,包括介绍其所处的位置、酒店企业的概况、组织架构和基层岗位的情况等。分析了广西沃顿国际大酒店员工的素质要求,从职业道德、服务意识、沟通交流能力、酒店英语应用能力和合作能力五个方面进行分析。本研究的研究过程首先阐述了定制化及人员培养定制化的含义,接着论述了广西沃顿国际大酒店进行基层员工定制化培养的意义——得到最大限度满足酒店要求的员工、保证基层岗位劳动力的数量、利用学校和培训机构的资源,提升培养的专业程度、强化企业文化的作用,提高员工的忠诚度。在此基础上对沃顿酒店进行基层岗位工作分析。工作分析过程为：确定工作分析信息的用途—收集有关的背景信息—选择有代表性的工作信息分析—收集工作分析的信息—同该工作的上级审查所搜集到的工作信息—编制工作说明书。其中收集工作分析的信息采用的是问卷调查法。对基层岗位的工作分析得到的成果是工作说明书。工作说明书为员工的培养和培训指明了方向,得到沃顿酒店基层岗位人员定制化培养的标准——职业胜任力的标准、服务与服从意识的标准、企业文化的标准。本研究围绕广西沃顿国际大酒店基层岗位员工定制化培养展开,研究内容包括广西沃顿国际大酒店基层岗位员工的来源、素质特点、定制化培养方式及定制化培养给基层岗位员工带来的影响四个方面。研究资料的获得以访谈法获得。访谈资料获得后,经过认真筛选,笔者选出16位广西沃顿国际大酒店的基层岗位员工作为研究样本,通过研究访谈资料,并用质的研究方法对其进行分析,得出研究结果。访谈结果发现广西沃顿国际大酒店基层岗位员工的来源包括四方面：旅游院校学生毕业实习；中职学校旅游酒店专业“订单班”培养；社会招聘；基层岗位员工以广西区内县份人员为主。其次,研究发现广西沃顿国际大酒店基层岗位员工的素质特点为：基层岗位员工学历层次为中低层次,以低学历为主；英语口语能与客人流利沟通的员工集中在特点岗位；基层岗位员工内心存在服务倦怠,服务意识波动；基层岗位员工对企业文化认同度参差不齐。广西沃顿国际大酒店基层岗位员工定制化培养方式是本文研究的重要内容,通过研究发现,其培养方式分为：准员工与现职员工的区别。准员工的培养是与中职学校合作开办“订单班”,现职员工的培养是酒店内部培训和外部人力资源服务机构及旅游院校培训结合。研究分析了定制化给广西沃顿国际大酒店基层岗位员工的影响,得出：员工工作技能操作熟练度增强；员工沟通协调合作能力增强；员工企业文化认同感增强。最后,是对广西沃顿国际大酒店基层岗位员工定制化培养的效果评估及建议。肯定其定制化培养的正面作用,指出其中存在问题。并建议：其将中职学校“订单班”充分培养和利用起来；对于现职员工的培养和培训,需要酒店企业内部持续不间断地进行；定制化培养的成果保持。
[Abstract]:With the development of the tourism industry in our country , the hotel industry is becoming more prosperous , the number of hotels is increasing , and the hotel ' s demand for the employees is increasing . The labor shortage in the hotel industry is obvious , the labor cost is high ; the star hotel has high requirements on the quality and ability of the grass - roots staff ; the gap between the rising labor cost and the basic quality of the labor force has become the research background of the study . On the basis of the research on the basic position of star hotels in the former , the research on the " order " cultivation of the hotel professional in the related schools and the research on the customization of hotel talents and the outsourcing of human resources management are different from that of the former from the perspective of the educational institution , and the customized cultivation of the employees of the base - level posts is put forward from the perspective of the hotel enterprises . The purpose of this research is to study the present situation and existing problems of the training and training of human resources modules in the hotel management of hotels in China . The purpose of this research is to study the present situation and problems of the customization and cultivation of the employees of the hotel in Guangxi . The theoretical significance lies in finding out the ways and problems in the training and maintenance of the grass - roots workforce . This paper analyzes the basic positions of the major hotels in Guangxi , including the location of the hotel , the general situation of the hotel enterprise , the organization structure and the situation of the grass - roots position , etc . It analyzes the quality requirements of the employees of the international hotel in Guangxi , analyzes the five aspects of professional ethics , service awareness , communication ability , application ability of hotel English and cooperation ability . The research process of this study first expounds the meaning of customization and personnel training customization , then discusses the significance of the customization and cultivation of grass - roots staff in Wton International Hotel in Guangxi . The research focuses on the customization and development of the grass - roots post staff in Warton International Hotel in Guangxi . The research content includes four aspects : the origin , the quality characteristics , the customization cultivation mode and the influence of customization cultivation on the staff of the grass - roots position . After the interview data is obtained , after careful screening , the author selects the grass - roots position staff of the 16 - bit Guangxi Warton International Hotel as the research sample , through the research interview data , and using the qualitative research method to analyze it to obtain the results of the study . According to the results of the interview , the source of staff at the grass - roots level in Wton International Hotel in Guangxi is four aspects : the graduation practice of the students in tourism colleges ; the training of the staff at the grass - roots level ; and the training of employees in the grass - roots level . Finally , it is the evaluation of the effect of customization and cultivation of the staff at the grass - roots level in Warton International Hotel in Guangxi . The positive function of customized culture is affirmed , and the problems are pointed out .

【学位授予单位】：广西师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F719

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