高星级酒店内部服务质量评价——以新生代员工管理为视角

Quality Evaluationon Internal Service in High-Star Hotels in Perspective of New Generation of Staff Management

从新生代员工管理视角入手,对酒店内部服务质量情况进行问卷调查,利用因子分析法对调查结果进行分析,针对内部服务质量在可靠保证性、移情性、响应性、公平性、自由裁量性五个方面出现的问题,提出提供可靠保证的内部管理制度,制定内部承诺服务制度和符合员工发展的职业规划,加强内部员工的交流沟通,创建公平的工作条件,给员工提供良好的培训,赋予员工灵活处理事情权利等对策建议。

The paper tries to analyze the results of internal service quality in hotels. The result shows that there are five problems in reliable guarantee, empathy, responsiveness, fairness, discretionary sexual. Then the author puts forward some measures in providing reliable guarantee for the internal management,formulating internal commitment to service system,putting yourself in the service for employees, formulating the development of career planning, strengthening internal employee communication, so as to create a fair working conditions and good training for the staff. The author also gives some countermeasures and suggestions for flexible employees to do things right.