旅游飯店人力资源培训存在的问题与对策研究.doc

旅游饭店人力资源培训存在的问题与对策研究 旅游管理专业 叶莲 指导老师 刘庆友 摘要：随着饭店业的迅速发展，内部竞争日趋加剧，竞争已不仅仅表现为产品、服务、方式、质量等方面，越来越体现为人才及员工整体素质的竞争。饭店业内人士也逐渐认识到人才的重要性，对人力资源投资主要方式是培训，饭店的培训工作是饭店开发人力资源、提高员工素质的最有效的途径。当前饭店业还存在着管理者观念不当、忽视员工的培训需求、培训方法滞后、管理体制不完善等问题。本文就我国现代饭店人力资源培训工作存在的问题进行简要分析并从培训观念、需求分析、培训计划、培训方法与评估激励机制等提出了对策。 关键词：旅游饭店；人力资源培训；对策 Study on the training question and countermeasure research of the human resources of tourism hotel Student majoring in management of tourism Ye Lian Tutor Liu Qingyou Abstract: Along with the hotel industry rapid development, internal competition intensifies day by day, the competition has displayed not merely for the product, serves, aspect and so on way, quality, more and more manifests for the talented person and the neat tissue archery target competition. The hotel professional also gradually realized to talented persons importance, to the human resources investment fundamental mode is training, the hotel training work is the hotel development human resources, improves the staff quality the most effective way. The current hotel industry also has the superintendent idea not when, neglects staffs training demand, the training method lag, the management system is imperfect and so on the question. This article carried on the brief analysis and from the training idea, the demand analysis, the training plan, the training method and the appraisal drive mechanism on our country modern hotel human resources training work existence question and so on proposed the countermeasure. Key words: hotel training; problem; countermeasure “以人为本”的管理原理表明人力资源是企业最大的财富，员工是饭店企业最重要的资产。作为劳动密集型行业，饭店企业以顾客为中心，为顾客提供的是以服务为核心的服务产品组合，员工的服务意识、服务态度和服务技能对饭店的服务质量、市场形象和经营效益产生极大影响。所以，员工特别是优秀员工是饭店最宝贵的财富，也是饭店成功的基础。饭店招收进来的员工一般都接受过一定的教育，但仍然需要接受与饭店工作有关的教育，这就是职业培训。根据美国饭店协会对纽约饭店业的统计，培训可以减少73%的浪费[1]。通过对饭店业的研究还发现，未受过培训的员工所造成的事故是受过培训员工的3倍，受过培训的员工的流动率是未受过培训员工的一半，此外培训可降低损耗和劳动成本，提高劳动生产率。因此，饭店必须做好员工的培训工作，才能把人力资源优势转化为质量优势和效益优势，赢得生存和发展的良好环境。 一、旅游饭店人力资源培训的现状 人力资源开发与管理是否成功是企业生存和发展的关键因素之一。目前，我国成千上万的星级饭店虽拥有国际标准的、先进的