湘潭市星级酒店服务员绩效评价认知研究

发布时间：2018-05-18 23:38

本文选题：湘潭市 + 星级酒店　；参考：《湘潭大学》2012年硕士论文

【摘要】：服务员的良好绩效能够促进酒店整体效益的实现，尤其在如今竞争俞演俞烈的时代，作为服务行业的酒店更应该重视对服务员的绩效评价。湘潭市不仅是湖南省发展的重要城市，而且有其特殊的文化和资源，在旅游业蓬勃兴起的时代，湘潭市星级酒店对湘潭市的发展担负着重要作用。因此，探讨湘潭市星级酒店服务员的绩效评价可以提高服务员的工作效率和工作质量，能够为星级酒店的发展提供强有力的保障，进而推动湘潭市及其旅游业的发展。本研究在国内外相关文献研究的基础上，结合湘潭市及其星级酒店发展的特点，对湘潭市星级酒店服务员的绩效管理进行调查研究，以期从中发现问题，提出有针对性的改进措施。研究中对星级酒店的服务员和管理者分别进行问卷调查，其中针对服务员的有效问卷共249份，针对管理者的有效问卷共37份，然后运用SPSS统计软件对收集的数据进行描述性统计分析及相关分析等，通过探讨和分析，可以推导出下列结论：第一，服务员的性别、受教育程度及月均收入与他们对酒店的绩效评价满意度有较为显著的相关性，服务员的其他属性与他们对酒店绩效评价的满意度关系不大。服务员是否参与绩效评价内容的制定、是否清楚绩效评价的各项内容、对结果的知晓度等因素会对酒店绩效评价的满意度产生较大的影响。第二，，湘潭市星级酒店的服务员及管理者对酒店实施的绩效评价的满意度持一般的水平，还有待更进一步的提高。第三，湘潭市星级酒店服务员的绩效评价方案设计不够合理、评价效果不够明显，在绩效评价方面做得也不够到位，并且通过调查发现湘潭市星级酒店管理者对服务人员的绩效评价重视度不够。最后，针对湘潭市星级酒店服务员绩效管评价的现状，本研究为其以后的发展提供了相关的建议，并对未来的研究进行了展望。
[Abstract]:The good performance of waiters can promote the realization of the overall efficiency of the hotel, especially in the competitive era, as a service industry, hotels should pay more attention to the performance evaluation of waiters. Xiangtan is not only an important city of Hunan province, but also has its special culture and resources. In the era of booming tourism, Xiangtan star hotels play an important role in the development of Xiangtan. Therefore, discussing the performance evaluation of the hotel attendants in Xiangtan can improve the efficiency and quality of the waiters, provide a strong guarantee for the development of the star-rated hotels, and then promote the development of Xiangtan city and its tourism industry. On the basis of the domestic and foreign literature research, combined with the characteristics of Xiangtan city and its star hotel development, this paper investigates and studies the performance management of the star hotel attendant in Xiangtan city, in order to find out the problem. The improvement measures are put forward. In the study, the waiters and managers of star-rated hotels were investigated respectively, including 249 valid questionnaires for waiters and 37 valid questionnaires for managers. Then using the SPSS statistical software to carry on descriptive statistical analysis and correlation analysis to the collected data, through the discussion and analysis, we can deduce the following conclusions: First, the gender, education level and average monthly income of waiters are significantly correlated with their satisfaction with hotel performance evaluation, while the other attributes of waiters have little relationship with their satisfaction with hotel performance evaluation. Whether the waiter participates in the formulation of the performance evaluation content, whether the content of the performance evaluation is clear, and the degree of knowledge of the results will have a greater impact on the hotel performance evaluation satisfaction. Second, Xiangtan star hotel waiters and managers of the hotel performance evaluation of the general level, but also need to be further improved. Thirdly, the design of the performance evaluation scheme of the star hotel staff in Xiangtan is not reasonable, the evaluation effect is not obvious enough, and the performance evaluation is not in place. And through the investigation found that Xiangtan star hotel managers pay less attention to the performance evaluation of service personnel. Finally, according to the status quo of the performance management evaluation of the star-rated hotel attendants in Xiangtan City, this study provides relevant suggestions for its future development, and prospects for future research.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F719

【参考文献】