桂林高星级饭店员工角色问题的研究

A Study on the Staff Roles in Guilin High-star Hotels

桂林市高星级饭店员工流失一直是困扰其饭店经营管理的重要问题,通过对桂林市大宇大饭店、桂山大酒店等数家高星级饭店进行问卷调查的研究发现:饭店员工角色负担过重、角色模糊程度深、角色冲突严重是导致员工流失的重要原因。由此提出了相应的解决对策,以提高星级饭店员工的服务质量和宾客满意度,为桂林旅游业的发展做出更大的贡献。

Through the research of high-star hotels in Guilin, the author proposes the problems in these hotels and offered some solutions. These problems are:1) The role load of employee is serious. 2) The degree of role ambiguity of employee is deep.3) The role conflict of employee is obvious. These problems seriously affect hotels' management, so some solutions are proposed.For example,necessary actions shall be taken to improve the service quality of high-star hotels in Guilin and customer satisfaction and consequently hotel industry shall play a more important role in economic development.