【作者】 彭莉；

【导师】 纪晓丽；

【作者基本信息】 重庆大学 ， 工商管理， 2005， 硕士

【摘要】 随着中国经济的发展和市场的成熟，如何获得与保持竞争优势就成为一个企业求得生存与发展的关键问题。人力资源管理是企业竞争战略中的一个重要部分，也是实现企业经营目标的重要保证，对增强企业竞争力、提高企业经济效益起着重要的作用。本文在阐述了我国酒店在国民经济发展中的历史过程、战略地位和发展趋势的基础上，详细分析了酒店人力资源管理与酒店经营管理的紧密关系，指出酒店人力资源管理是提高我国酒店经营管理的关键。酒店的产品与服务是酒店经营管理目标实现的载体，顾客满意来自于优质的服务和产品，而优质的产品与服务必须来源于优秀的员工，即满意的顾客必须依赖于满意的员工，员工满意是酒店人力资源管理的核心。论文根据XY大酒店的实际运作管理，结合国内外人力资源管理理论研究的实践经验，提出了酒店业实现顾客满意理论模型和途径选择，即以人本管理的思想为指导，以人力资本投资为手段，以提高员工满意为目标，凭借“强化‘以人为本’的人力资源管理思想”、“实施员工绩效考核体系，健全激励机制，引导员工实现职业发展”、“建立竞争上岗和岗位交流机制”、“加强人力资源规划，培养人才梯队，建立员工培训开发体系”和“搞好福利建设、排解后顾之忧”等途径实现员工满意，从而创造顾客满意与顾客忠诚，最终使企业获得良好的经济效益和社会效益。更多还原

【Abstract】 With the rapid development of our economy, and ripe marketing, it is an important question how to get and keep advantage of competition. The human resource management (for short HRM) , which is one of the important parts for enterprise strategy, is the chiefly guarantee to achieve the goals of enterprise, and it plays a critical role in increasing the profit and competitive power of enterprise.Based on the detailed analysis for the China hotels developing history, strategy status in Economy & Society Development and current of industry, the thesis dissertates that HRM is the core of Hotel Management and Employee Satisfaction is the core of HRM. Because profits come from satisfactory customers, and customer satisfaction comes from good productions and service directly and good productions & service come from satisfactory employees.Then draws out some means for XY Hotel to improve the level of Employee Satisfaction. The first one is ameliorating the system of salary and benefits to keep continual prompting, the second one is building a system of communication and suggestion for employee feeling of adscription to the hotel. The last one is enhancing the sense of human resources management for steady employment. At last, according to the experience of hotel and the interrelated theories in human resources management field, the thesis draws out a system of realizing Employee Satisfaction for China hotels as common model—the core value of Employee fist place, a process of human resources investment, three ways of ameliorating a system of salary and, benefits for basal needs, reforming a system of employee performance evaluation for guiding employee career development, building a system of training & development.更多还原