L酒店服务人员绩效评价指标体系构建研究

发布时间：2018-11-21 09:07

【摘要】：当前,酒店服务业最重要的核心竞争力就在于优良的服务品质和服务态度,要想实现企业战略目标,无论星级高低都需要在这方面下功夫。因此,越来越多的酒店开始重视服务人员(包括前厅服务人员、客房服务人员)的管理,其中至关重要的一项内容就是服务人员的绩效管理。L酒店最需要考虑的问题是如何建立一套适合本企业、行之有效的服务人员绩效评价指标体系。本研究运用项目管理理论、人力资源管理理论、绩效管理理论等,采用访谈法和问卷调查法分析L酒店服务人员绩效管理现状及存在的问题,针对问题提出服务人员绩效管理体系的新方案。全文共分为四个部分。首先,阐述了绩效管理目前的整体研究情况以及相应的理论知识,说明本文的技术路线、研究方法以及研究内容。其次,分析L酒店服务人员绩效管理实施现状,指出存在的六大问题。然后,针对这些问题,采用工作分析法、专家评议法确定服务人员绩效评价指标;采用层次分析法给出指标权重,从而构建L酒店服务人员绩效评价指标体系。提出并实施新绩效管理方案,将绩效考核结果应用于月薪和年终奖的发放、薪资等级评定、晋升、培训等方面。最后,运用问卷调查法、访谈法及比较分析法验证本研究内容的有效性,对L酒店服务人员新绩效管理方案的实施进行评价,总结出六点优势,五点不足和四点改进建议。期望本研究对L酒店和类似的中小型企业构建一套科学有效的服务人员绩效评价指标体系,起到一定的帮助和借鉴作用。
[Abstract]:At present, the most important core competitiveness of hotel service industry lies in excellent service quality and service attitude. In order to achieve the strategic goal of the enterprise, no matter whether the star level is high or low, we need to make great efforts in this respect. As a result, more and more hotels are beginning to attach importance to the management of service personnel (including front room service personnel and room service staff). One of the most important content is the performance management of service personnel. The most important problem of L hotel is how to establish a set of effective performance evaluation index system suitable for the enterprise. This research uses the project management theory, the human resources management theory, the performance management theory and so on, uses the interview method and the questionnaire investigation method to analyze the L hotel service personnel performance management present situation and the existence question. This paper puts forward a new scheme of performance management system for service personnel. The full text is divided into four parts. First of all, the whole research situation and the corresponding theoretical knowledge of performance management are expounded, and the technical route, research methods and research contents of this paper are explained. Secondly, the paper analyzes the implementation status of L hotel service personnel performance management, and points out six problems. Then, in order to solve these problems, we use the method of work analysis and expert evaluation to determine the performance evaluation index of service personnel. Then, we use AHP to give the weight of the index, so as to construct the performance evaluation index system of L hotel service personnel. Put forward and implement the new performance management scheme, and apply the results of performance appraisal to the payment of monthly salary and annual bonus, salary grade evaluation, promotion, training and so on. Finally, using questionnaire, interview and comparative analysis method to verify the effectiveness of this study, to evaluate the implementation of the new performance management scheme of L hotel service personnel, summed up six advantages, five deficiencies and four suggestions for improvement. It is expected that this study will be helpful and useful for L hotel and similar small and medium-sized enterprises to construct a set of scientific and effective performance evaluation index system for service personnel.
【学位授予单位】：中国科学院大学(中国科学院工程管理与信息技术学院)
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92;F719.2

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