酒店人事管理中存在的問(wèn)題及對(duì)策的研究The related problems and Countermeasures on the hotel human resources management

In recent years the development of China's hotel industry rapidly, many of the world's top brand hotel management group to enter the domestic, national brand at an alarming rate is also growing, the hotel industry has entered a low profit era, facing severe challenges. The hotel began to realize the importance of human resources management in the management process, this paper analyzes the hotel human resources management problems, puts forward 4 feasible suggestions, to solve the current hotel human resources management problems, which has important theoretical and practical significance to enhance the core competitiveness the hotel industry.

這些年美國(guó)酒店職業(yè)開(kāi)展迅速，國(guó)際很多頂極品牌酒店辦理集團(tuán)進(jìn)軍國(guó)內(nèi)，本鄉(xiāng)民族品牌也以驚人的速度開(kāi)展壯大，酒店職業(yè)進(jìn)入了微利年代，面對(duì)嚴(yán)肅的應(yīng)戰(zhàn)。酒店在辦理的過(guò)程中開(kāi)端認(rèn)識(shí)到人力本錢辦理工作的重要性，這篇文章對(duì)酒店人力本錢辦理中存在的疑問(wèn)進(jìn)行了剖析，在此根底上提出了四項(xiàng)切實(shí)可行的建議，關(guān)于解決酒店人力本錢辦理中存在的疑問(wèn)，進(jìn)步酒店業(yè)中心競(jìng)爭(zhēng)力具有重要的理論和實(shí)習(xí)意義。

Hotel; human resource management; classification of occupation identity we will the world's available resources, can be divided into human resources, natural resources, capital resources, information resources. Human resource is 1 of normal intelligence, it is based on the existence of the population. Narrow human resources is to promote economic and social development of the sum, people have intellectual labor ability and physical labor, including 2 aspects of quantity and quality, this paper discusses the narrow sense of human resources. Human resources are the most basic hotel, the most important, the most active resources, because human resources initiative, value-added, only human beings can enhance self-study, independent development and utilization of other resources of the hotel, the hotel survival, development, profit economic goals.
酒店；人力本錢辦理；職業(yè)認(rèn)同感咱們將國(guó)際上可使用的本錢進(jìn)行分類，可分為人力本錢、自然本錢、本錢本錢、信息本錢。廣義的人力本錢是指智力正常的人，它以人員的存在為根底。狹義的人力本錢是指能推進(jìn)經(jīng)濟(jì)和社會(huì)開(kāi)展的，具有智力勞動(dòng)能力和膂力勞動(dòng)能力的我們的總和，包括數(shù)量和質(zhì)量?jī)蓚€(gè)方面，這篇文章討論的是狹義的人力本錢。人力本錢是酒店最基本、最重要、最活潑的本錢，由于人力本錢具有主觀能動(dòng)性、增值性，只有人可以自立學(xué)習(xí)進(jìn)步，自立開(kāi)發(fā)和使用酒店的其他本錢，完成酒店生存、開(kāi)展、獲利的經(jīng)濟(jì)方針。

In recent years the development of America's hotel industry rapidly, many of the world's top brand hotel management group, such as the InterContinental Hotel management group, Hilton Hotel management group, Starwood hotel management group, Marriott management group, the French Accor hotel management group have been in the military, national brands such as Jinjiang, home Inns Hotel at an alarming rate is also growing, the hotel industry entered the era of low profit, is facing severe challenges, many hotels have to reduce their operating costs, reduce manpower expenditure, which had received little attention in the human resource management 1 disaster after another. There is a hotel, the problems in human resource management#p#分頁(yè)標(biāo)題#e#

這些年美國(guó)酒店職業(yè)開(kāi)展迅速，國(guó)際很多頂極品牌酒店辦理集團(tuán)，如洲際酒店辦理集團(tuán)、希爾頓酒店辦理集團(tuán)、喜達(dá)屋酒店辦理集團(tuán)、萬(wàn)豪酒店辦理集團(tuán)、法國(guó)雅高酒店辦理集團(tuán)等紛繁進(jìn)軍國(guó)內(nèi)，本鄉(xiāng)民族品牌如錦江、如家等酒店也以驚人的速度開(kāi)展壯大，酒店職業(yè)進(jìn)入了微利年代，面對(duì)嚴(yán)肅的應(yīng)戰(zhàn)，不少酒店紛繁下降自身的經(jīng)營(yíng)成本，削減人力開(kāi)銷，這使得原本就沒(méi)有得到注重的人力本錢辦理工作落井下石。

(1) The concept of error, not enough attention, education and people not together
一、酒店人力本錢辦理中存在的疑問(wèn)

1 Public error
1.社會(huì)群眾差錯(cuò)

In America, we all crowded to the civil service exam, that the civil service is a secure job. In contrast, western people generally think that civil servants are "non profit", namely cannot create interest unit, they don't like Chinese so keen to do the public servants. Highly educated people will love in the service industry, and is the older, more experienced people more popular. While our nation is the opposite, to the parents, to children, that service industry is young rice to eat, are inferior. It is because of a universal concept, leading to not many people willing to engage in Hotel industry.

2 Hotel Management to human resources management do not realize the importance
At present, America hotel management generally believe that man is not willing to invest cost, human resources cost management. Because people have a subjective initiative, mobility, unlike other fixed assets as fixed, managers fear training for staff turnover, to draw water with a bamboo basket, air training funds, that the training costs than benefits. In order to avoid this risk, the hotel is not willing to put the training funds and other welfare expenses. It is because of concerns about management, so in the daily management, human resources management only as auxiliary functions, without the formation of strategic human resource management.
Occupation identity of tourism majors in 3 hotel employees, do not have a strong sense of The community that service industry is inferior, eat youth rice, so the 80, after 90 young people are not willing to be engaged in hotel industry, occupation identity is not strong. At present, America has a large number of undergraduate, college opened hotel management professional, but universities hotel management major in management, marketing, economics, accounting, financial management theory learning, and college due to various reasons, apply mechanically undergraduate talents training program, the deletion of some courses into college talent training scheme, has not formed the theoretical system of knowledge in the teaching process, and the lack of training, hands-on opportunities. Practice the majority concentrated in the first half of students before graduation, after the end of internship will find university knowledge rather than in a hotel in six months internship learn more, mental suspicion. But many students, college students to go to the hotel, and secondary school students, junior high school students the same starting line, carrying the same salary, enthusiasm which hit the students engaged in the hotel industry, they have no confidence in their own future in the hotel industry, occupation identity is not strong, easily lead to turnover, trained talent is not really into the hotel industry, education and people not together.#p#分頁(yè)標(biāo)題#e#
(2) the imbalance between supply and demand: the quantity, quality and structure unbalance
With a large number of foreign tourists to enter the Chinese, as well as the development of domestic economy and tourism, the grade of the hotel has increased a lot, such as during the Beijing Olympic Games, Shenzhen [first provide the essay writing services, welcome to lunwen.1kejian.com] during the Universiade will add a lot of the hotel, but also increase the demand for hotel.
According to the relevant data shows, the hotel staff secondary education or below people accounted for more than 80%, college degree or above personnel proportion at lower levels. The hotel management most from the bottom up, is indeed very rich work experience, but because of the low educational level, management, marketing, financial knowledge is lacking, even if they rise to the layer of management, also can not meet the requirements of the senior management of the hotel. 0
Hotel staff both in quantity, quality, structure is unreasonable, which can't meet the need of hotel development.
(3) the salary welfare level of staff is low, low employee loyalty, a serious loss of staff
The hotel industry generally applied 3 shifts, on the night shift and human physiological time inconsistency, so some people can not adapt to. At the same time, the hotel industry is the service industry, receiving a large meeting or wedding, will temporarily increase the workload of each department. Hotel General requirements of employees are not allowed to argue with the guest, the "guests" to lead to psychological, employees will be wronged. But even if the employees work in physical strength, the heart under great pressure, hotel staff's wage level is relatively low. Jiangmen City, the general hotel employee salary is around 1800, and a month take just 4 days or less, good point of the hotel will purchase social insurance for the employees, in addition there is no other welfare. The low salary and welfare level, leading to the staff loyalty to the hotel down, find a welfare better unit immediately jump.
Employee turnover is normal absolute, but the high staff turnover rate is not conducive to the stability of the enterprise, enterprise employee flow rate is about 10%, and the hotel as a labor-intensive enterprises, the general should be controlled within 15%, but according to the relevant data shows, the hotel industry employee turnover rate is more than 30%, such as Beijing, Shanghai, Guangzhou and other first-tier cities, various types of hotel is more, the staff turnover rate is as high as 40%. The high staff turnover rate, increase the hotel recruitment costs, new staff lack of experience, consistency is difficult to maintain the service quality, and then affect the hotel service quality.
(4) the lack of an effective incentive mechanism
At present domestic hotel generally take a working hour system, without the corresponding incentive mechanism. America advocating "inequality is not scarcity", the pursuit of equalitarianism. Some examples show that, if an employee because of good service attitude, talent showing itself to get Hotel "excellent staff" award in the number of employees, other employees may crowd out the staff, the staff in order to fit their service levels to drop and other people like.#p#分頁(yè)標(biāo)題#e#

2, measures to improve the hotel human resources management level

(1) the public opinion, the government, the hotel to strengthen the propaganda, education and occupation career planning guidance for the students majoring Tourism Tourism College
Public opinion, the government, the hotel industry should vigorously promote the tourism industry, the hotel industry as a sunrise industry, is a city, a country outside the window, in great need of our society for the youth to join them.
Tourism Colleges in formulating training plan, must follow the development of the hotel industry, cultivation scheme suitable for the development of the hotel industry talent, not only basic knowledge of importance to management, marketing, finance and accounting knowledge, learning, appropriate to increase the opportunity to practice, let students understand the relevant situation of hotel industry in advance. Strengthening students' occupation identity of occupation guide, attitude, occupation moral education to them, increase the occupation career planning courses or activities. When they entered the hotel industry practice and formal work, can also be used for tracking guidance.
(2) the hotel management to change the ideas, to strengthen the work of human resources management attention
1 change idea: human resource is the capital.
Human resources as capital, has the subjective initiative and the increment, the hotel must set up the human resource capital and non cost concept, strengthen the management of people, pay attention to the human resources related to the work of the support and investment.
2 do human resource planning
To provide the service to be good [the first paper nets, welcome lunwen.1kejian.com] resource management, the first step the first is carries on the human resources planning, to determine the human resource management job, job analysis and job description preparation, matching personnel supply and demand.
(3) according to the human resource planning, human resources management routine work
1 the recruitment of qualified staff
At present, the number of the aforementi1d hotel staff quality, structure can not meet the demand of hotel development, we are in the new staff recruitment, recruitment must be carried out according to the job description. Should not be biased towards employee appearance, age, and should pay attention to employees like the level of the hotel industry, character is gentle, the qualifications, professional knowledge, foreign language level, experience, in fact all aspects a little older waiter experience, can grasp the real needs of customers, provide better service.
2 strengthen staff training, do a good job of employee occupation career planning
(1) to establish the corresponding departments, attach importance to the training work
At present, some hotels established independent training departments, some foreign management hotel or local national brand established training school (Center) or with the relevant domestic and foreign institutions to conduct training for its employees, made great progress. But most of the hotel in America is still in the status of non relevant departments in charge of training work, set up a special department responsible for the primary work to strengthen staff training.#p#分頁(yè)標(biāo)題#e#
(2) to the pre job training
Pre job training is the entry education of new employees, the employee to work to understand the situation, it is usually the hotel staff welcome and expected, the history of hotel, cultural learning, working environment is introduced and the hotel rules learning. Through the induction training to new employees adapt quickly to new working environment and feel he is a member of the hotel.
(3) strengthen on-the-job training, vocational training and development training
In-service training in various forms, can continue to enhance staff skills and service level. All kinds of vocational training such as outdoor, brainstorming, project teaching method, can make the employee communication, each other in training during contact feelings, unity, fraternity, mutual aid, the formation of a harmonious relationship between colleagues, have the positive function to the stability of personnel. And the development of training can make excellent employees feel the company recognized for its promotion, see hope, keep good employees.
(4) to help the employee occupation career planning
New entrants into the hotel staff to the hotel all is not too familiar with, understand, in the occupation career exploration stage, the lack of cognition of occupation. If the hotel in the hotel at the beginning of employee training in interpersonal communication, let them feel the hotel care. In the staff occupation career encountered confusion, confused, strengthen guidance, let them see the direction and future development goals, to continue to stay in the hotel service.
03. to establish a good salary and welfare system
The biggest reason for the high rate of loss of hotel staff is the low level of compensation, in order to retain employees, we should proceed from the wages and welfare, formulate reasonable wage level. General hotel can be used where the District Hotel industry average wage or with reference to foreign hotel management salaries, retain staff with high salary. If the employee is on the late shift, should be higher than the day shift wages, due to a temporary meeting or wedding leads to employees work overtime, overtime wages should be give. Because of the particularity of the industry, the hotel industry is the most busy time during the holidays, a hotel to work in legal holiday employees, according to 3 times, legal holiday on Saturday 2 times, 1.5 times the night overtime wage settlement, or take the leave, to ensure that employees enjoy statutory days holiday, so that employees have the power stay in the hotel. Perfect social insurance, provident fund purchase, increased welfare spending, such as improving the canteen food, organization staff travel, held a birthday party for the birthday of the employee of the month, invited a variety of employee activities to families of employees participating in the hotel's birthday, birth, issued gold subsidies, let the staff feel the hotel care, retain staff welfare.
4 set up effective incentive mechanism#p#分頁(yè)標(biāo)題#e#
The famous Theory: Maslow's theory of hierarchy of needs, Berg's 2 factor theory of Hertz,  ERG theory, Mcclelland's achievement need theory, equity theory, Forum Adams Smith's expectancy theory, Skinner's theory of reinforcement. The hotel industry should be able to learn from the above incentive theory required for the hotel's theory, and pay attention to the following principle: goal, need, ability and the principle of combining; combination of material incentive and spirit incentive principle; external motivation and internal incentive combination principle; positive incentive combined with the negative incentive principle; emotion and rational combination of principle. To formulate the mechanism with the hotel enterprise culture, if the hotel is the importance of fairness, equality, to develop spiritual incentive mechanism mainly, if is the mechanism to the rank difference hotel should make the material incentive based, and reward of each level as far as possible difference is pulled big, attract employees to work hard, in a variety of assessment or promotion in cannot overemphasize the importance of seniority, because it will hit the young college students or have the ability, performance well motivated young employees.
5 employee relations: people-oriented, treat employees, improve the occupation identity and loyalty of employees
80 years, the hotel industry general management theory is "CI" (Corporate Identity) corporate image recognition, then slowly through the "CS" (Customer Satisfaction) customer satisfaction, "CL" (Customer Loyal) customer loyalty, "ES" (Employee Satisfaction) employee satisfaction, employee satisfaction management theory emphasizes the satisfied employees can raise satisfied customers, ensure the hotel not at first in the development of [the offer essay writing services, welcome lunwen.1kejian.com] success. From this theory, the hotel should be people-oriented, treat employees, in daily management, should pay attention to broaden sources of income and reduce expenditure, pursue the maximization of economic benefits, but not in the pursuit of interest of the hotel, damage to the staff's personal interest. Only take into account the interests of both sides, in order to form a hotel employee, employee satisfaction, improve the occupation identity and loyalty to their.
4, learn from the successful experience of foreign hotel or foreign management hotel, to create a unique culture of the hotel.
Hotel Management Master Caesar Liz to create a new situation in the hotel industry, and leaving the Ritz The Carlton Hotel for the top luxury hotel brand. The motto is "We are Liz Carlton ladies and gentlemen serving ladies and gentlemen", translated as Chinese is "we are ladies and gentlemen serving ladies and gentlemen", this motto to guide all employees the Ritz The Carlton Hotel, also affect other domestic hotel, Tourism College in teaching hotel related theory will cite this example, the influence of the large 1 can imagine.#p#分頁(yè)標(biāo)題#e#
Review of domestic and international hotel brand or some individual hotel, there are some formed their slogans or Zuo Youming, but work for a period of time still can not remember, because many of them are hard to memorize. Most of the other hotels do not have their own slogan or purpose, no form their own unique hotel culture. In this hotel, the staff did not culture guide, the centripetal force and the pride of any.
The domestic hotel brand can be good at starting from the hotel thing, person or situation, formed its own unique easy to remember the slogan, Zuo Youming, representative of the story, become the key to whether the formation of Exclusive Hotel culture. Only the formation of the unique culture of the hotel, the hotel management is the "root", employees who have spiritual sustenance, the hotel human resources management to be successful.
3, the conclusion
Hotel is a labor-intensive enterprises, in the final analysis, the hotel management is the management of people, using scientific methods to effectively use and development of hotel human resources, improve staff quality, improve labor efficiency, is essential for the development of the hotel industry in America.