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论文编号：	9556
作者编号：	2120152848
上传时间：	2017/12/7 11:31:52
中文题目：	S酒店基层员工离职的原因、后果及应对策略研究
英文题目：	Research on the Reason、Consequence of ?the Turnover of First-line Staffs at S Hotel and Coping Strategies
指导老师：	袁庆宏
中文关键字：	酒店；基层员工；离职； 影响因素
英文关键字：	hotel; first-line staff; turnover; influence factor
中文摘要：	改革开放近四十年来，中国的旅游业发展呈现一派繁荣的景象，无论从数量还是从质量上都取得了很大的提升。随着我国经济的飞速增长，人们物质生活得到了极大的满足，酒店作为旅游业中的关键构成环节，是典型的劳动密集型的服务企业，其核心竞争力不仅是硬件比拼，更重要的是了企业人员服务技能的比拼。也正是由于这样的行业特点，决定了酒店企业对基层员工的依赖程度很高。然而近几年来，酒店业基层员工跳槽现象发生的越来越频繁，服务人员的高离职率与流动率影响了酒店的服务品质，制约了酒店的发展。关注酒店的基层员工的高离职率现象，并对其进行分析和总结，找到酒店基层员工离职的原因，并结合现有的理论和实践寻求解决对策，具有重要的理论意义和实践意义。 本文理论与实践相结合，参考MBA的课程知识，对笔者上家工作单位基层员工离职的原因进行分析与总结。文章详细梳理了S酒店2016年的基层员工离职数据，并于2017年第一季度末对S酒店在职基层员工做了离职倾向调查，与此同时选取部分2016年已离职的基层员工进行了访谈。笔者就其结果，结合人力资源管理、离职管理等相关理论，综合分析内外部环境因素，提出S酒店基层员工离职现象产生的原因，给企业带来的影响，最后给出相应的可行性解决方法。 本文开篇阐述了在当前的市场环境下，酒店企业基层员工离职问题的研究背景、目的、意义及研究思路和方法。第二章对相关概念进行了界定，并回顾了员工离职的理论基础。第三章综合介绍了S酒店及基层员工群体的概况，阐述了基层员工离职后对酒店造成的影响。第四章基于S酒店运营实际，从外部环境因素和内部组织因素以及员工个人因素三方面综合分析基层员工离职的影响因素。第五章为S酒店基层员工的高离职率制定应对的策略。文章的最后，笔者对整个研究内容进行概括，寻找文章存在的不足以期待未来不断改进。
英文摘要：	For the four decades after the reform and open-up policy, China's tourist industry has presented a scene of prosperity and improved a lot not only in quantity but also in quality. With the rapid growth of economy in our country, people have got great satisfaction in their material life, which is shown especially in tourism. The hotel, as a key link in tourism industry,is a typical labor-intensive service enterprise. The core competitiveness lies not only in its hardware, but more importantly, in the skills of the staffsoffering excellent service. Due to such characteristic, the hotel enterprises are dependent on the first-line staffs very much. In recent years, however, the job-hopping of the first-linestaffs in hotel industry has occured more and more frequently.The high turnover rateaffects the service quality and restricts the development of the hotel. So it is of great theoretical and practical significance to focus on the phenomenon of the high turnover rate and then analysis and summary it. After that, it is necessary to find out the reasons for the turnover of the first-line staffsand seek the solutions according to the existing theory and practice. The paper, according to the principle of the MBA thesis, analyses and summaries the reasons for the turnover of the first-line staffs in the company where the author worked in. The paper has teased out the data of the turnover of the first-line staffs in detail and made a survey for the turnover intention of the on-job first-line staffs in the end of the first quarter in 2017. Meanwhile, it has selected some interviews about the departing first-line staffs in 2016. According to the results, the author has analyzed the internal and external factors related to the theory of the human resource management and the dimission management. Eventually the author puts forward the causes of the turnover of the first-line staffs in the S hotel , the effects to the enterprise, and the feasible solutions. According to the current market circumstances, at the beginning of the paper it has stated the research background, purpose, significance and methods on the turnover of the first-line staffs in the S hotel. In the second chapter, some relevant concepts are defined and the theoretical basis of the first-line staff turnover is reviewed.In the third chapter, the paper has introduced the general situation of S hotel and the first-line staffs and stated the effects of the turnover. In the fourth chapter, based on the actual operation of S hotel, this paper analyzes the influencing factors of the turnover of the first-line staffs from the external environment factors, the internal organization factors and the staff’s personal factors. In the fifth chapter, it has putforward the coping strategies to the high turnover rate. In the end, the paper summarizes the research contents, seeks the deficiency and expects the improvement of the future.
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