英语本科毕业论文-中国宾馆业的发展探析.doc

攀枝花学院本科毕业论文 ContentsContentsAbstract.IKey Words.I摘要.II关键词.IIIntroduction.1I. Reasons of the Personnel Crisis in Chinas Hotel Industry.2 A. The Low Social Status of the Waiters.2 B. Lacking the Effective Cooperation among the Concerned Units.2 C. Restraining of the Old Education System and Policies.2II. Solutions to the Problem.3 A. The Waiters Status.3 B. Cooperation with the Relevant Units.41. With the Hotel Industry.52. With the Colleges.83. Some Advices for the Government 10 C. Emphasis on Practice of the Students.111. The Practice Bases.112. The Process of Practice.12Conclusion.14Acknowledgement.15Bibliography.16攀枝花学院本科毕业论文 AbstractAbstractThe hotel Industry in China grows rapidly with the steady increase of economy. However, with the continuous growth of the industry, the problem of the lack of qualified personnel seems to be increasingly serious. It has become a key factor that restricts the development of Chinas hospitality industry. So we should pay a great attention to the attendants in the hotel, the paper tries to study the reasons of the lack of human resources and put forward some corresponding solutions to the problem. First of all, it is proposed that the status of attendants in hotels should be valued. Secondly, colleges, hotels and the government ought to cooperate to solve the practical problem. Finally, in order to educate the personnel to be competent, practice must be emphasized by the students who confront graduation and looking for their job. The paper will solve the problem to change the present situation and analyze the reasons systematically.Key WordsHotel industry; Practice; Service Quality; Human Resources. II攀枝花学院本科毕业论文 摘要摘要伴随经济持续、快速、稳定的发展, 我国饭店业迅速崛起。但在该产业不断发展的同时, 人才不足问题也显得日益严重, 并越来越成为制约我国饭店业发展的关键因素。本文在提出应重视该行业服务员工的作用的前提下，试图研究人才短缺的原因, 提出解决这一问题的各种办法. 首先，要重视饭店服务员的作用. 其次, 学校饭店和政府应该相互协作以解决实际问题. 最后, 要成为合格的员工, 必须重视实习, 尤其对于即将面临毕业找工作的学生. 本文将系统的探求改变现有饭店人才状况的策略。关键词饭店业；实习 ；服务质量；人力资源攀枝花学院本科毕业论文 IntroductionIntroductionWith the rapid development of Chinas economy, and the more and more requirements of the market at home and abroad, the hotel industry has got a fast improvement. According to statistics of Chinas tourist in 2005, there were 10,888 star-rated hotels with 123,709 rooms and 236,660 beds in it by the late of 2004. With the approaching of the Olympic of Beijing in 2008, the scale of the hotel industry must be extended. The predict shows in China Daily that maybe there is not any other country having the present expansion speed as China before 2008. With the expansion and prosperity of Chinas hotel industry, it is gradually exposed that the personnel crisis hinders the development of the hotel industry, which attracts the attention of both the corporation and the society. At present, many studies have carried out some solutions to deal with it, there are also some studies believing that the hotel business is declining and hotels will play an active role in theory and practice in some areas, but owning to various causes, these researches are limited in a narrow scope in China. The result is each department tried its best but cannot achieve successfully. Therefore, the paper will try to systematically analyze and study the problem of lacking hotel personnel, and make efforts to find the proper way to adjust it. As Ttsang N. and Qu H. said in 2000, Chinas hotel service quality was not very good. In fact, there is some distance between the quality of the service in Chinas hotel industry and the international standard. Generally, it is proposed that the service of waiters in China is less excellent than the international ones.16攀枝花学院本科毕业论文 BodyPart I. The Reasons of the Personnel Crisis in Chinas Hotel IndustryA. The Low Social Status of the WaitersA lot of the facts indicate the good service of the attendants is indispensable and remarkable, but in the hospitality industry in China nowadays, the reward given to the attendants is very poor, it is the lowest in the hospitality industry. Generally speaking, the waiters are looked down upon by the whole society to some extent. They cannot get the deserved respect from hotels and the society, definitely, which leads to the poor quality of service in the hotel. It will hinder the progress of the hotel industry definitely. B. Lacking the Effective Cooperation among the Concerned UnitsFacing with the lack of personnel in the hotel industry, the society, the hotels and colleges complain each other; the hotels think that it is the others responsibility to deal with the matter. Colleges would not spend energy and money in fostering their students. The administrative departments of the government point that it is colleges and hotels duties to educate and train qualified personnel. They seldom cooperate to deal with the practical problems.C. Restraining of the Old Education System and PoliciesThe old policy and system of the education in China hamper the training of the personnel in the modern times. The practice and the training system of the personnel in the hotel industry are hard to meet the needs of the modern developing hotel properties. The students have been taught with unpractical and useless theory tediously. The courses are not available for the requirement of the hotel industry in the modern times. Secondly, the former rules have not adapted the current situations.Part II. Solutions to the ProblemA. The Waiters statusIt is the high time attached importance to the attendants in the hospitality industry. The service is the main product in the hotel industry; it is performed by the attendants who work in the frontline of the hotels, because they are face to face with the guests. Auty did some researches on it; he said the quality of service depends on the personality of the attendants, the attitude towards the customers, the dresses of them, and so on. In the hotel, the business is done while the guests are consuming, and the process of consuming depends on the interaction among the attendants and the customers. It is proposed by Holbrook and Hischman that the consumers are the combination of the emotion and sense. They have the motivation to search for the feeling of self-esteem, aesthetical entertainment and interest. A lot of and emotion and feelings will be aroused by the customers when they are consuming. So we can see that the environment of the hotel and their products may be copied easily by the other hotels, but the subtle and special emotional relationship between the customers and hotels will not be imitated by other opponent hotels. It is the very emotion and feelings that tempt the guests to consume in the very hotel. Furthermore, the kind of emotion not only involves the evaluation on the hotel by guests, but also the basic foundation of the public praise of the societyThe feeling of the hotel affects the customers content degree and the acts of consuming, too. The comfortable experience will enhance, and it will encourage the customer to patronize once again. As Haeckel SH, Carbone LP and Berry LLs discovery showing to us, the true fact is the waiters service that affects the emotional experience of the customers. The coefficient of the experience of the society is 0.415 (P=0.001). It is also manifests that the crucial of the services, too. The high service quality of the waiters is the invaluable treasure of the hospitality industry. Haeckel, Carbone and Berry pointed the finger at many aspects of services, which must be paid a great attention to, such as the attendants technique, attitude, body language, facial expression, tone, dress, the reaction to the certain situation and the speed of service. They are as important as the appearance and taste of the food or the romantic environment. Even more important, all of the factors can arouse different feelings from the customers who may be active, neutral or even negative. The same thing was emphasized by Lu Hanyan, who is the general of the association of Chinas Hotel Industry. Wen J. puts emphasis on the management of hotel service quality. Most of the hotels in China are short of the experienced waiters and managers. There are also a great number of learners have done plenty of researches. In the process of them, we can find plenty of comments on the hotel waiters, they call for improving the service quality, which carried out by the human beings, and they also exclaim against the usual phenomenon that the ordinary waiters are always looked down upon. So it concludes that the excellent service performed by the brilliant attendants is much more vital than the luxury of the equipment and facilities. Therefore, the function of the waiters must be emphasized, and the quality of employees has to be improved and proper structure urgently upgraded in the hotel industry.B. Cooperation among Relevant UnitsAttending Colleges is the first step in bringing up personnel, for colleges impart the theory and knowledge to the students. Of course, it is also requires the favors of the government, for it is the key facts to work out the competent products. Additionally, it provides management departments and policy-makers with guidelines for healthily development of the hotel industry. The third step is the training in hotels; the hotel offer training lessons and practice sites to the students and their personnel. It is suggested that the administrative department of the government should work out some concerned measures to enhance the attraction of this industry. The government ought to provide colleges, hotels and relative departments with incentives to cope with the problem. The research departments and the studies should study the rule of the mobility, and make up the ideas of encouragement for the waiters. Furthermore, they should also help hotels analyze the causes of lacking the personnel, in order to tempt the talents to work for them honestly. In a word, these sects must reconcile and cooperate to manage the tough problem.1. With the Hotel Industry While the hotel industry grows fast in its size and number in recent years, a great number of hotels have arisen. There has been a tremendous improvement in the field. The statistics shows by the national tourist department, there are 33 colleges of tourist having the authority to grant the doctors degree of tourism, 90 colleges of tourist launching the education of the Masters degree, 170 schools having the rights to grant bachelors degree, and 400 schools of tourism. There had been 274,701 students studying tourism in the colleges and universities by the late of 2004. Although there has been the great improvement in the number as well as size, they are not growing at the same proportion. The total number of the star-rated hotels was from 3,856 to 9,751 between 1999 and 2003. The rate of increase was up to 152.88%. The tourist colleges were 1,187 in 1999, it increased to 1,313 in 2004. The range of increase is 10.6%, so it is dispensable that the personnel are poor in quality. As far as the situation referred, it will be paid the great attention to the hotel industry.Its proposed by the American outstanding psychologist that there is the close relationship between the achievements of the individuals and his or her capacity, personality and environments. He also claims that the realization of the personal ability not only involves in their quality but also has the close relation with the surroundings. If someone in adverse environment, for example, the job is not related with what he majored, the bad co-work-ship, the uncomfortable emotion, the unfair salary, the arbitrary and rude director who do not respect the knowledge and staffs and so on. It will be very difficult for anyone to use their talent on jobs, let alone achieve the deserved success. So for them, the only thing they can do is moving to another place where is comfortable to change their work environment. Firstly, because the students always considerate the criteria of properties and think about the level of the colleges education, the school should carry out the reasonable goal but not to pursue the comprehensive and high standard. Many colleges which have the capacity should use the style of taking order to train the personnel. As for this point of view, the colleges should be professional not only in term of the character, but also in the structure, we must not get into the trap of the old way. For example, the university education in China today has inverted from the extractive to the universal one. They are developing to popularization, and the aim of training the graduates is no longer about the advanced staffs of the profession. It is obvious that the goal will not concord with the realization if we do not adjust the way promptly. So if we want to attract the brilliant personnel and make them work in a hotel, the most important thing should be paid attention to is to work for the bosses loyally for a long time even their working-life. The ideal environment includes the discipline, work, the relationship at work as well as the feelings on the job, etc. Meanwhile, they can reform the personnel management policy by means of setting up the concept of man first. The hotel should give the employees the proper position. Because it can avoid the situation that staffs are given the wrong position. On the other hand, they will not hire the talented employees to do the simple and trivial work. So it can prevent the employers from giving the jobs to the wrong people, and the hotels could avoid hiring the talented personnel to do the simple and trivial work, too. Only if the proper job given to the right person by measuring their ability and advantages, the hotels will get the prestige to attract the personnel to work hard for them with the positive and exciting passions.Offering the meal and drink is not the only thing done by the hotel industry; whats more important is to provide the consumers with a relaxed place to let them communicate with each other in sole. In fact, most of the consumers enjoy the process of consuming for they view it as the process of social communication. The hotels are just the platform for building the social relationship with the guests. The purpose of having the meal in the hotels is to find the special and harmonious relationship among the guests and their companions. From this way, customers can attract attention and gain admiration from their companions, the attendants in the hotel as well as the society. Secondly, they will gain the agreement from the society and acquire the consolation in their deep mind. It is due that the individuals in the society want to build a harmonious and close relationship with the society. Gradually, both of them can indicate their own philosophy and their view of values and consumption, so their social status and status will be formed. Machleit and Erglu insist that the modern consumers not only look for the value of the products and the service which have plenty of visible function, but also gain the acknowledgements and respect from their consuming accompanies. So we can conclude that the hospitality industry should turn their eyes on the considerate service for their customers instead of pursuing the maximized profits out of their nearsighted eyes. They should offer the warm and quiet atmosphere to the guests. According to the statistics surveyed by Chinas tourism hotel, the quality of the meal and drinking is the main element that influences the customers emotion on the hotel, and the second important is the service of the attendants, which affective coefficient are 0.337(P=0.001) and 0.251(P=0.001).It is important for hotels to attract the brilliant staffs and make them play the vital role, if they hire the personnel efficiently and reasonably. But the situation at present is the mobility of the employees in the hotels exceeded the natural limit. The declaration made by Chinas hotels guild of tourism basing on the investigation of 1,200 hotels in China in 2004, the staff rate of mobility was controlled below 10 % by 22.8 % of hotels, and 64.4 % hotels staff moving rate was from 15 % to 30 %. Of course the appearance of personnel crisis can be reasoned to the employees quality. Its partly due to the colleges theory education cannot catch up with the practical application, even some times lacking of career education. However, the decisive matter is the hotels that use the personnel.If we refer the colleges as the basic bases that foster the talented workers, the hotel ought to be considered as the further development which can train the competent staffs, because they train their employees for practical use. It is impossible that staffs are qualified all the time, since they are changing now and then, and seeking their knowledge and skill in systematical project which is enrich all the time. It is the same as the growing of the plant, even t