导　　师： 李敏

学科专业： 120202

授予学位： 硕士

作　　者： ;

机构地区： 华南理工大学

摘　　要： 随着我国经济的持续高速发展和旅游业的蓬勃发展,我国的酒店正面临着前所未有的激烈市场竞争格局,国外跨国酒店集团纷纷在中国抢滩和国内本土酒店业的成长。企业的竞争实质是人才的竞争,越来越多的企业意识到人力资源的重要性,并将其作为企业持续竞争优势的来源。正是在这样的背景下,本研究在理论分析与实证研究基础上,针对HJ酒店近一年基层员工流动率较高的现象,通过对酒店的高层管理人员、一线管理团队和人力资源管理团队访谈结果以及对一线员工进行调查问卷结果的分析,诊断导致HJ酒店员工离职倾向的人力资源管理问题,以及离职倾向对员工绩效的影响程度,目的在于为HJ酒店降低员工流动率,提高企业绩效提供依据。 论文首先介绍诊断的背景和意义,对诊断有参考价值的文献进行综述,并介绍诊断的对象、诊断的主要内容及诊断研究方法。接着介绍了HJ酒店作为五星级酒店,其人力资源管理系统、公司文化现状等。论文的重点内容有两个:一是深入分析与HJ酒店高层管理人员、管理人员及一线管理人员有关人力资源管理成效和现存问题的访谈结果,以界定导致员工高流动率的初步原因。二是基于298份员工问卷、54份主管问卷定量分析员工离职倾向的影响因素,以及离职倾向对员工绩效的影响程度,为后期改善人力资源管理对策提供依据。 在以上分析的基础上,得到的结论是:无论是公司高层、HR部门管理人员、还是一线部门和财务部门的高级管理人员都认同人力资源管理在企业管理中的重要地位;虽然他们都认同人力资源部门的工作成效,但也承认薪酬分配和员工参与感知度相对比较低。定量分析表明,员工对工作满意度评价中等,离职倾向评价中等偏高。其中,工作满意度和疲劳感显著性影响员工的离职倾向,而离职倾向却不会影响到员工的绩效,显示HJ酒店的现有人力资源管理体系还是有效的。但为了降低员工流动率,减轻招聘和培训的压力,还是有必要降低流动率,因此,论文最后提出了完善人力资源管理系统的具体建议,包括进一步完善HJ酒店的人力资源管理激励体系,加强企业文化建设,提高培训的成效等。 As China’s economy and tourism are developing in a continuous and rapid-growing trend, hotels in China are facing an ever-fierce competition for the market, in which the China’s homemade hotels grow and more hotel groups abroad begin to settle. The essence of competition among enterprises is the competition of the talents. Realizing the significance of HR, more and more enterprises take HR management as a vital part for sustaining the advantages in competition. Based on the theoretical analysis and empirical study, this thesis tries to discuss the problems of high employee turnover in recent one year in HJ Hotel through analyzing the interviews of executives, front line managing unit, and HR managing group, as well as analyzing the survey of front line employees. Moreover, this paper aims to reveal the factors causing employees’intention to quit, and the relationship between the intention to quit and the performance of employees. The final purpose of this research is to suggest approaches to improve HR management function of HJ Hotel. This thesis first introduces the background and significance of the consultantion on the relative reference review and describes the consultative object, the main elements of consultantion and consultative research methods. Then it introduces human resources management systems, corporate culture of HJ hotel which is a five–star hotel. The paper focuses on the contents of two: First, in-depth analysis and HJ hotels senior management, managers and line managers on human resource management effectiveness and existing problems of the interviews, in order to define the staff, the initial reason for the high turnover. Second, based on 298 employee questionnaires, and 54 supervisor questionnaires, it analyzes the factors affecting the intention of quit, and whether the intention of quit affects the employee performance. It explores the methods of improving human resources management. Based on the analysis above, the conclusions are those: no matter the company and executives, HR departmental managers, and front-line departments managers and finance department manager agree that the sgnificance of human resources management in HJ Hotel. Although they agree the effectiveness of the HR function, but also they recognize the pay distribution and the perceived degree of employee involvement is relatively low. Quantitative analysis shows that the evaluation of staff job satisfaction is middle level, the intention to quit is a little bit high. Through quantitative analysis, it finds job satisfaction and burnout significantly impact employee intention to quit, but it will not affect the staff performance, showing HJ Hotel's human resources management system is still valid. But in order to reduce turnover rates, reducing the pressure on recruitment and training, there are still necessary to reduce employee turnover rate. Therefore, the thesis concludes with a sound human resources management system, specific recommendations, including further improving the hotel's incentive system, strengthening the corporate culture construction, improve the effectiveness of the training.

关 键 词： 酒店 员工流动 人力资源管理 诊断

分 类 号： [F272.92 F719]

领　　域： [经济管理] [经济管理] [经济管理]