酒店基层员工的抱怨情绪及消除

The Complained Sentiment of the Grass-roots Staff of Hotels and it’s Elimination

创造良好的用人环境,提高员工的满意度,是提高酒店服务质量和获取竞争优势的重要保障。然而由于酒店业工作时间长而不稳定、工作强度大、薪资福利低、人际关系复杂等原因容易使员工产生抱怨,从而影响服务质量水平。以酒店基层员工的抱怨情绪作为研究对象,通过问卷调查了解酒店基层员工抱怨情绪产生的原因、比例、表现及措施等,最后通过对酒店基层员工抱怨情绪的路径分析,提出酒店基层员工抱怨情绪产生各个阶段的应对和消除机制。

To create a good environment for employment and improve staff satisfaction, is an important guarantee for the hotel to improve the quality of services and access a competitive advantage. However, due to working long hours and instability, the work intensity, low-wage benefits, the complexity of human relationships working in the hotel industries and so on, the employees often complains easily, then affects the quality of service. The paper studies on the complained sentiment of the grass-roots staff of hotels, and through a questionnaire survey to understand the cau- ses, proportion, performance and measures of the complained sentiment of the grass-roots staff of hotels. Finally, with analysis of the path of the complained sentiment of the grass-roots staff of hotels, the paper put forward the coping and elimination mechanisms at various stages for the com- plained sentiment＇ s arising.