酒店员工敬业度调查研究

酒店员工敬业度调查研究——以桂林市桂湖饭店为例学生：李光槐指导老师：项萌摘要根据“韬睿2007年全球人力资源管理调研”报告显示：只有16%受访的中国员工全身心投入工作（即愿意为企业的成功做出更多的努力），表现出极高的敬业度；有33%受访者则表现出某种程度上或完全低敬业度，这表示他们会为工作投入尽可能少的努力，或者正在物色另一份工作[10]。这对于中国酒店服务业来说，形势显得格外严峻，因为酒店的几乎所有价值都由每个员工提供给顾客的，而顾客的认同和满意直接决定了酒店的经济效益和未来发展。本文根据美国盖洛普公司的“工作环境建设测评与管理系统——Q12”理论对桂林市桂湖饭店员工工作环境进行问卷调查，针对桂湖饭店与其他企业之间，饭店内部部门/班组之间员工敬业度的均值、大均值、顶级回答、敬业阶梯等方面进行实证分析，从而了解酒店员工总体敬业度状况以及各部门员工敬业度状况，并在此基础上提出一些建设性的解决方法和措施。希望能引起管理层对酒店员工敬业度的关注，适当地调整管理重点和营造良好的工作环境，同时能够固定员工敬业度调查研究随时关注酒店员工敬业度变化状况并采取相应措施进行干涉，以期提高酒店利润率、工作效率、顾客满意度及员工保留率四大指标的目的。关键字：酒店；员工敬业度；Q12IStudyofHotelemployeeengagementaCaseStudyofGuilinParkHotelStudent:LIGuang-huaiTeacher:XIANGMengAbstract:Accordingtothe2007TowersPerringlobalsurveyofhumanresourcesmanagementreport,itshowsthat:Only16percentoffullrespondentsChineseemployeestakefullenergytowork(thatistosaythewillingtomakemoreefforts),whoshowahighdegreeofengagement;33percentoftherespondentswereshowntosomeextentorcompletelyLowdegreeofengagement,whichmeansthattheywillworkforaslittleaspossibleintotheefforts,ortheyarelookingforanotherjob.ThesituationisparticularlyseriousforChina'shotelservices,becausealmostallofthehotelstaffisavailabletoeachcustomer,andtherecognitionandcustomersatisfactionwiththehotelaredirectlydeterminedtheeconomicbenefitsandfuturedevelopment.AccordingtotheU.S.Gallupcompany'sworkenvironmentassessmentandmanagementsystem-Q12theoryofGuilinparkhotelstaffworkenvironmentfortheconductofthesurvey,andagainstGuilinparkhotelsandotherenterprises,hotelswiththedepartmentsorteamsofBetweentheengagementstaffofthemean,theaverage,thetopanswer,engagementladderandsoon.Letthehotelstaffunderstandtheoverallsituationandthededicationofthevariousdepartmentsofthestate,onthebasisofthisproposedsomeconstructivesolutionsandMeasures.Ltishopedthatthiscanleadattentiontothemanagementofthehotelstaff.Atthesametime,toappropriatelyadjustthemanagement’sfocusandcreateagoodworkingenvironment,whichcanfixstaffofengagementresearchconcernedaboutthesituationofchangeandtakecorrespondingmeasurestointerferewithaviewtoimprovehotels’profitabilityatanytime.Alltheseareallowedhoteltoachievesignificantimprovementsinproductivity,employeeengagement,customersatisfaction,andprofit.Keywords：hotel;employeeengagement;Q12II目录摘要........................................................................................................................................ⅠAbstract：...............................................................................................................................Ⅱ1引言......................................................................................................................................12员工敬业度的内涵..............................................................................................................13员工敬业度与员工满意度的区别.....................................................................................23.1含义不同..........................................................................................................................................23.2出发点不同......................................................................................................................................23.3目的不同..........................................................................................................................................33.4表现不同..........................................................................................................................................33.5作用不同..........................................................................................................................................34国内外员工敬业度研究动态.............................................................................................44.1国际动态：.....................................................................................................................................44.1.1评测和管理基层工作环境的工具——Q12........................................................................44.1.2敬业度的3S..........................................................................................................................44.2国内动态：.....................................................................................................................................45酒店员工敬业度调查研究的意义与方法.........................................................................55.1酒店员工敬业度的重要性以及意义..............................................................................................55.1.1酒店员工敬业度调查研究的重要性...................................................................................55.1.2酒店员工敬业度调查研究的意义.......................................................................................51）理论意义..................................................................................................................................52）实践意义..................................................................................................................................55.2酒店员工敬业度调查研究方法......................................................................................................65.3Q