XX饭店人力需求调研问卷—锦江打印.doc

2009 XX市行业人力供需情况调研项目CONFIDENTIALWhile Entered with Data数据输入后即为编号 / Serial No.： 机密文件 XX市教育科学研究所XX Education Academy InstituteXX市行业人力供需情况调研项目调查表（A）XX Human Resources Supply and Demand Middle Data Research Questionnaire (A)尊敬的领导：您好！非常感谢您参与本次数据调研。本次调研是XX市行业人力供需情况调研项目的子项目2009XX市星级饭店人力供需情况调研，旨在深化落实市委市政府关于构建XX服务型教育体系的指示精神，实现教育培训为区域经济的转型提供有效的人力支撑的目标。通过调研，我们希望准确了解当前XX饭店行业的人力现状及发展趋势，为饭店企业提升或转型发展提供正确人力资源管理分析，并利于社会相关机构向饭店企业提供实效的配套服务。希望您能如实填写调查表，我们在此郑重承诺，您所填写的任何数据都将被严格保密，只供政府研究参考使用，政府即使在研究中引用相关数据，也不会涉及具体企业的名称。谢谢您的参与与合作！XX市教育科学研究所 2009-9-1Dear Mr. / Mrs. :Thanks for being participate in our survey. This survey names 2009 Star-rating Hotel Human Resources Demand Research, which is the sub-item of XX Human Resources Supply and Demand Middle Data Research. In order to intensify and fulfil the directive of establishing XX service oriented education system delivered by the local government. Through this project, education and training will also achieve the purpose about supporting the human resources for local region economy transition availably. Through this survey, we plan to dig out the present situation of human resources exactly and its tendency for local hospitality industry development. All the data will play a very important role in human resources management analysis for hotels improvement and transition, and will be used by social related organization to provide the effectiveness adequate and systematic service to hospitality firms.Please fill the questionnaire correctly and veritably, any informations will be confidential and just for the government research project and there will not be any firms name or brand mentioned! Appreciate to your kind cooperation!Sincerely, XX Education Academic Institute 2009-9-1【基本信息/ Normal Information】1、 贵饭店中文名称 / Chinese Name ： 2、 贵饭店英文名称 / English Name ： 3、 业主投资方 / Investment Owner ： 4、 饭店地址 / Location： 请在所属区县前打勾 / Please Identify the Located District口 宁海口 象山口 慈溪口 奉化口 余姚口 海曙口 江东口 江北口 镇海口 北仑口 鄞州5、 电话 / Tel ： 6、 传真 / Fax ： 7、 网址 / Web Site ： 8、 联系人/Contact： 9、请确认贵饭店的经营管理模式/ What is hotels present management model? A: 国外饭店品牌/管理公司/International brand/ management group 口 管理/Management（业主委托国际管理公司全权管理饭店） 口 特许经营挂牌/Franchise（业主只索取并利用国际饭店的品牌和其订房系统） 口 租赁/Lease（国际饭店管理公司向业主租赁饭店，并向业主缴纳租金）B: 国内饭店品牌/管理公司/Internal brand / management group 口 管理/Management（业主委托国内管理公司全权管理饭店） 口 特许经营挂牌/Franchise（业主只索取并利用国内饭店的品牌和其订房系统） 口 租赁/Lease（国内饭店管理公司向业主租赁饭店，并向业主缴纳租金）C: 口 业主自行管理/Self Management 10、请确认贵饭店的饭店类型及星级，用“”表示（若为“待评”请注明）/Which type and the star rating of your hotel?（Please make a mark as the state is Pending）星级Rating类型TypeHOTEL 机场饭店/ Airport Hotel 会议/会展饭店/Convention Hotel 商务饭店/Commercial Hotel 度假饭店/Resort Hotel 服务式公寓/ Serviced Apartment 城市饭店/City / Urban Hotel 其他（请注明）/Other, specify 【人力资源信息/ HR Information】11、贵饭店的部门划分情况及从业男女员工人数 / Average full time equivalent number of employees during the financial year?员工类型人数 Staff Type Number of staffs部门Department劳动合同员工Contract Employee派遣工Dispatched Employee实习生 Intern男M女F男M女F男M女F房务部门/ Total Rooms Dept. -客房/ Housekeeping -前台/Front Office -行政楼/Club -商务中心/ Business Centre -总机/Operator -洗衣房、制服间/Laundry/Uniform -布草间/ Linen -其他/ Others 餐饮部门/Total Food & Beverage -餐厅/ Restaurants -酒吧/ Bar -大堂酒吧/ Lobby Lounge -宴会部/Banquet -厨房/ Kitchen -冷房/ Cold Kitchen -饼房/Pastry -送餐服务/ Room Service -管事部/ Stewarding -其他/ Others 健身、康娱部门/Spa / Health Club / SPA 其他营业部门/Minor Operated Dept 行政后勤部门/Admin. & General -人力资源部/HR Dept. -质检部/Quality Inspection Dept. 市场及营销部门/ Marketing -销售/ Sales -公关/Communication -预订部/ Reservations -宴会销售服务/ Catering 工程部/ Property Op. / Maintenances 财务部/ Finance -收银/ Cashier -会计/ Accounting -收货部/ Receiving -仓库管理/ General Store -信息技术/ IT采购部/Purchasing 保安部/Security 其他/ Others 总计/ TOTAL 12、贵饭店不同级别员工的学历层次分布 / Education background of different level positions :学历 EB人数 Number职级Level硕士及以上Master or above本科Bachelor高职（大专）Associate中职（中专、职高）Vocational School高中High School初中SecondarySchool or below总监级/Director 经理级/Manager 主管级/Supervisor 领班级/ Captain 员工级 /Line Staff 总计/Total 13、贵饭店不同级别员工的年龄结构 / Age structure of different level positions :年龄 人数 AgeNumber职级Level18-2020-2525-3030-3535-4040岁以上40 or above总监级/Director经理级/ Manager主管级/Supervisor领班级/Captain员工级/ Line Staff总计/Total14、贵饭店从业人员的专业背景 / Special field education background of employees学历人数 EB专业 NumbersSpecial 本科及以上Bachelor or above高职（大专）Associate中职（中专、职高）Vocational School高中High School初中SecondarySchool饭店管理专业Hospitality Management饭店管理相关专业Tourism or MICE Management烹饪专业Cuisine其它管理类专业Other Business of Administration已有饭店相关职业资格认证（如：客房服务员、餐饮服务员、面点师等）Hold the professional certificate s of House-keeping staffF&B staff pastry chef,etc.其他/Others总计/ Total 15、贵饭店在员工晋升机制中或招募新员工时对其相关工作经验的年限要求，用“”表示/The experiences of employees promotion or employed qualification ?职级Level从业经验Experienced Year总监级Director经理级Manager主管级Supervisor领班级Captain服务员Staff7年以上 More than 7 Years4-7年 4-7 Years2-4年2-4 Years1-2年1-2 Years6-12个月6-12 Months 6个月及以下Less than 6 Months16、贵饭店员工月平均薪资情况，用“”表示/ Average month salary interval ?职级Level薪资范围Salary range总监级Director经理级Manager主管级Supervisor领班级Captain服务员Staff服务员（试用期）Staff(Intern)毕业生（中高职）Graduates（VS）8001以上or above6001-80005001-60004001-50003001-40002501-30002001-25001501-20001000-15001000以下or below17、贵饭店近3年主要的人才招募途径，用“”表示/ The main methods of recruitment in recent 3 years职级Level途径Methods总监级Director经理级Manager主管级Supervisor领班级Captain服务员Staff猎头Head-hunting 内部晋升选拔Internal Promotion招聘会Recruitment Fair学校或培训机构订单培养Order Pattern with Vocational School or SocialTraining Agency 社会招聘Open Recruitment其他Other18、贵饭店各部门人员缺口情况（人数） / The lack numbers of staff placement situation从业性质Job category部门Department 劳动合同员工缺口Lack of Contract Employee派遣工缺口Lack of Dispatched Employee实习生缺口Lack of Intern房务部门/Total Rooms Dept. -客房/ Housekeeping -前台/Front Office -行政楼/Club -商务中心/Business Centre -总机/Operator -洗衣房、制服间/ Laundry/Uniform -布草间/ Linen -其他/ Others 餐饮部门/Total Food & Beverage -餐厅/Restaurants -酒吧/ Bar -大堂酒吧/Lobby Lounge -宴会部/Banquet -厨房/Kitchen -冷房/Cold Kitchen -饼房/ Pastry -送餐服务/Room Service -管事部/ Stewarding -其他/ Others 健身、康娱部门/Spa / Health Club / SPA 其他营业部门/ Minor Operated Dept 行政后勤部门/Admin. & General -人力资源部/HR Dept. -质检部/ Quality Inspection Dept. 市场及营销部门/ Marketing -销售/Sales -公关/ Communication -预订部/ Reservations -宴会销售服务/ Catering 工程部/ Property Op. / Maintenances 财务部/ Finance -收银/Cashier -会计/ Accounting -收货部/ Receiving -仓库管理/General Store -信息技术/IT 采购部/ Purchasing 保安部/ Security 其他/ Others 总计/ TOTAL 19、贵饭店2008年-2009年6月员工雇用情况（人数）/ Recruitment situation from Jan. 2008 to Jun. 2009 (Numbers of people)从业性质Job category月份Month2008-2009. 6劳动合同员工Contract Employee缺口Lack派遣工Dispatched Employee缺口Lack 实习生 Intern缺口Lack1月Jan. 20082月Feb. 20083月Mar. 20084月Apr. 20085月May. 20086月Jun. 20087月Jul. 20088月Aug. 2008 9月Sept. 200810月Oct. 200811月Nov. 200812月Dec. 2008 1月Jan. 20092月Feb. 20093月Mar. 20094月Apr. 20095月May. 20096月Jun. 2009平均人数Average 总人数Total【市场信息/ Marketing Information】20、 贵酒店住客的国籍构成（请在接待过的中国大陆客源地区用“”表示，客源国/洲际/地区栏填写总客源的占有率） / Countries of origin of guests (Please indicate the countries guests come from with “”, and fill in the intercontinent / regions blanks of guests origin with percentage method. )住客国籍构成/ COUNTRY OF ORIGIN 中国大陆/China Mainland%-华东地区/East China-华中地区/Central China-华北地区/ North China-华南地区/ South China-东北地区/the Northeast-西北地区/the Northwest中国香港/Hong Kong, China %中国澳门/Macao,China%中国台湾/Taiwan, China %日本/Japan %韩国/ Korea %东南亚/South East Asia%美国/USA%加拿大/Canada %澳大利亚/ AUSTRALIA%欧洲/EUROPE:%请注明以上客源国以外的其它客源国家：Specify any major geographic source not covered above%请注明以上客源中航空机组人员/Specify AIRLINE CREW not covered above%总计TOTAL 100%21、请注明2008年-2009年6月各月份可供出租客房间夜数, 实际销售的客房间夜数及平均房价/Please filling the blanks by the item of Room Nights Available, Room Nights Sold, ARR and RevPAR performanced from Jan. 2008 to Jun. 2009备注/ Remark:l 平均房价-包括服务费，但不包括营业税和其他非客房收入，如免费早餐及迷你吧。Net ARR includes service charge but not sales tax and other non-room revenue, (breakfast, mini bar)l 可供出租的客房间夜数-指所有客房间夜数扣除不可供出租的客房间夜数（如装修、维修房等）。Room Nights Available means the rooms can be sold to the guests except the repaired and upholstered rooms.l 实际出售的客房间夜数-指实际占用的客房间夜数扣除免费馈赠房、总经理用房之后的已出售间夜总数。Room Nights Sold means the actual sold rooms except the free rooms providing and GMs comment rooms.月份Month2008-2009. 6可供出租客房间夜数Room Nights Available实际销售客房间夜数Room Nights Sold平均房价(人民币)ARR（RMB）RevPAR1月Jan. 20082月Feb. 20083月Mar. 20084月Apr. 20085月May. 20086月Jun. 20087月Jul. 20088月Aug. 2008 9月Sept. 200810月Oct. 200811月Nov. 200812月Dec. 2008 1月Jan. 20092月Feb. 20093月Mar. 20094月Apr. 20095月May. 20096月Jun. 2009总计Total 22、贵饭店2010年预算中的住宿率和平均房价？（请注明货币单位）What occupancy and average room rate have you forecasted for 2010（Please indicate Currency）备注/ Remarks:l 平均房价：包括服务费，但不包括营业税和其他非客房收入，如免费早餐及迷你吧。Net ARR includes service charge but not sales tax and other non-room revenue, (breakfast, mini bar)住宿率Occupancy平均房价ARR%23、贵饭店未来1年的部门战略发展或产品升级规划 / Hotel development plan or products upgrade in next year变化 Changing所属部门/项目/岗位Dept./Services/Positions新增（服务项目）岗位名称New Service /Position增加用工数Increase Employees减少（服务项目）岗位名称Cutting Service /Position减少用工数Cute Employees名称/Items人数/Numbers名称/Items人数/Numbers房务部门/Total Rooms Dept. -客房服务/Housekeeping -前台/Front Office -其他/ Others 餐饮部门/ Total Food & Beverage -餐厅/ Restaurants -酒吧/ Bar -大堂酒吧/ Lobby Lounge -宴会部/Banquet -厨房/Kitchen -冷房/ Cold Kitchen -饼房/ Pastry -送餐服务/ Room Service -管事部/ Stewarding -其他/ Others 健身、康娱部门/Spa / Health Club / SPA -水疗馆/ SPA Servicer -歌厅/KTV Servicer -游泳馆/Swimming Pool -健身房/Fitness Centre -养生馆/ Nutritionist 其他营业部门/ Minor Operated Dept 行政后勤部门/ Admin. & General -人力资源部. / HR Dept -质检部/ Quality Inspection Dept. 市场及营销部门/Marketing -销售/ Sales -公关/ Communication -预订部/ Reservations -宴会销售服务/ Catering 工程部门/ Property Op. / Maintenances -网络部/ Network Operation -锅炉房/ Stillman -维修部/ Plumber 财务部门/ Finance -收银/ Cashier -会计/ Accounting -采购/ Purchasing -收货/ Receiving -仓库管理/ General Store -信息技术/ IT保安部/ Security 其他/ Others 总计/ TOTAL 24、贵饭店预估未来3年需要增补的一线员工人数/ The added numbers of front line staffs predicted by the management for next 3 years 年份Years人数Numbers项目/岗位Services/position201020112012房务部门/Total Rooms Dept. -客房服务/Housekeeping -前台/Front Office 餐饮部门/ Total Food & Beverage -餐厅/ Restaurants -酒吧/ Bar -大堂酒吧/ Lobby Lounge -宴会部/Banquet -厨房/Kitchen -冷房/ Cold Kitchen -饼房/ Pastry -送餐服务/ Room Service -管事部/ Stewarding 健身、康娱部门/Spa / Health Club / SPA -水疗馆/ SPA Servicer -歌厅/KTV Servicer -游泳馆/Swimming Pool -健身房/Fitness Centre -养生馆/ Nutritionist 其他营业部门/ Minor Operated Dept 市场及营销部门/Marketing -销售/ Sales -公关/ Communication -预订部/ Reservations -宴会销售服务/ Catering 其他/ Others 总计/ TOTAL 24、请按影响程度对下列影响贵饭店战略发展或产品升级的因素进行评价，用“”表示 /Choose the only one description for each influence factor to hotel running and development according to the level of influence 影响因素Influence Factors非常大The most influential很大 More influential一般Just so-so没有No influence员工的招募因素 / Recruitment Factors 1.饭店无法完全解决外地员工在本地落户情况 The problem of local registered residence for other province staffs 2.饭店一线岗位无法吸引本地人员入职 The front line positions is little attraction for local people -1）薪酬待遇过低 / Low salary -2）工作强度大 / Strong work strength -3）岗位的社会评价低 / Low society recognition -4）职业晋升机制模糊 / Vague promotion system 3.员工流动率过高，补员困难，影响正常运营 High turnover rate, lack of staff supplement, influencing the normal operation. 4.难以找到因行业发展增加的新岗位所需求的对应人才 Hard to find the special talents to fit the new positions appear by the industry developing. 5.饭店员工年龄结构难以按规定比例控制 Hard to control the staff age structure according to the provision. 6.饭店人力配置不合理 Unreasonable to human resources arrangement.员工的素质因素 / Staffs Qualification Factors 7.员工缺乏职业兴趣或职业目标 Lack of career savour or career target8.员工缺乏对企业的归属感与忠诚度 Lack of the belongingness and loyalty to company 9.员工基本道德素养欠缺 Unsatisfactory of staffs basic moral caliber 10.员工基本职业素养欠缺 Unsatisfactory of staffs basic professional quality -1）缺乏吃苦耐劳精神 / Lack of preparedness to work hard -2）缺乏基本待人接物意识 / Lack of the sense of get along with people -3）缺乏主动服务意识 / Lack of sense of initiative service-4）缺乏高雅的个人气质 / Lack of cultivated personal temperament 11.员工基本职业技能不能达标或勉强达标 Staffs basic professional skills below the standard or just reached -1）实操能力基本或不达标 / Practical qualities below the standard or just reached -2）缺乏基本的察言观色能力 / Lack of basic ability of observation -3）对本地城市信息没有主动获取的意图或行动/ Lack of the initiative intent and behaviour to know the information of local city -4）缺乏必要的与客交流能力 / Lack of the basic ability of communication skills to the guests饭店内部培训因素 / Hotel Internal Training Factors 12.饭店培训预算资金紧张 In short supply of training budget 13.饭店内部培训计划跟不上人力提升的实际需求 The internal training cannot match the developing of human resources improvement demand 14.饭店内部培训缺乏工作链衔接的内容设计/设置 The internal training is short of reasonable designing for operation procedure connecting 15.饭店内部培训课程内容滞后于行业服务升级的实际要求 The contents of hotel internal training lag behind the real demand of industry services upgrade 16.饭店内部培训师缺乏培训方法和技巧的专业训练 The internal trainer lack of the special training of training methods and skills 17.饭店内部培训无法与营业时间进行合理的协调安排 The internal training cannot be arranged at a reasonable time opposing to the open time 18.新增岗位的能力培训尚未列入培训计划与培训内容 The training plan and contents exclude the new position ability standard专业学校对应支持因素/ Vocational School Supporting Factors 19.学校专业培养方案与饭店行业对人力需求现状不匹配 Education plan does not match the actual demand of human resources 20.学校的毕业生尚未获得处理岗位