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In the 265438+20th century, the global hotel industry will face the strategic changes brought by talents and technology. The leading factor for the sustainable development of the hotel industry in the future is the "human" factor, but most of the human resources management of the hotel industry still stays in the "business"-centered management mode.

This paper discusses and analyzes the human resource management of international hotels that have implemented humanized management, and points out the experience and application methods that China's hotel human resource management can learn from. Humanized management and people-oriented principle can make hotels strengthen their internal cohesion and improve their competitiveness, which is bound to become a trend.

Keywords: international experience in humanized management of hotel industry, school-enterprise cooperation

At the moment when the global hotel industry is facing the rapid development of talent and technology, many hotels in China generally have the following problems: shortage of talent resources, low educational level, poor training pertinence, single incentive means and imperfect social security mechanism, which all restrict the development of China's hotel industry.

The reasons for these problems are mostly caused by the traditional "material-centered" management model. At this time, humanized management with "people" as the core resource of the enterprise and the development of human potential as the most important management task becomes more and more important. Foreign hotels applied humanized management to hotel human resource management earlier, and also produced many tried and tested experiences. This paper focuses on these international experiences that can be used for reference by our hotel industry.

1, put the concept of "employees first" into practice.

Respecting employees is the basis of implementing people-oriented management. Employees are not simple labor costs, but sustainable human resources and human capital that can continuously generate returns. The embodiment of respecting employees is to communicate with employees more, listen to their opinions and pay attention to their ideas. Managers should openly express their concern and support for employees, so that employees can understand that they are vital to the success of their departments and the whole enterprise. These practices are sending an important message to employees: they are very important and hotels attach great importance to them.

The motto of hotel ritz Group is: We are ladies and gentlemen serving ladies and gentlemen, which deeply permeates every management of the company. Marriott's management style is based on the creed of "employees first, customers second". When employees are respected, they will be more confident, interested and satisfied with their work.

We should vigorously advocate the concept of "humanized management, employees first", so that the concept of "happy employees will have happy guests" will penetrate into the hearts of every hotel manager. As some scholars have said, "those ordinary employees who look unremarkable dominate the fate of the enterprise and control the rise and fall of the enterprise."

2. Advocate emotional management.

There is no contradiction between emotional and institutionalized management, and the combination of the two embodies the management of combining rigidity with softness. With the improvement of employees' comprehensive quality, we should gradually weaken system management, strengthen emotional management, emphasize that management should pay attention to "human touch" and supervisors should show care for their subordinates.

2. 1 Performance of emotional management

In the work of employees, managers should also care more about employees in their lives, provide various conveniences for employees, and relieve their worries. For example, first of all, managers should attach great importance to the construction of staff dormitories and staff restaurants, provide various venues for cultural and sports activities for employees, enrich their amateur spiritual life, and truly create a "home away from home" for employees.

Secondly, managers should also invest their employees emotionally. Send greeting cards, gifts and other blessings on holidays and employees' birthdays; Provide childcare and home care services for employees with family worries. If employees have any difficulties at home, they should try their best to provide support and help. In addition, the hotel can also consider the special needs of some employees and provide employees with flexible working hours, work sharing and other ways to facilitate employees.

2.2 Strengthen communication, exchange and dialogue with employees,

Advocating emotional management should also strengthen communication, exchange and dialogue with employees and be honest with each other. Employees who lack opportunities to express their ideas often feel abandoned and lonely, and it is difficult to establish close relationships with hotels. When these employees who are in direct contact with customers know that their opinions are valued by the hotel as much as customers, their enthusiasm for work will be greatly improved.

Western hotels pay special attention to the enjoyment of information, which is mainly manifested in: letting employees know the hotel's business performance, financial goals, long-term goals, new technology information, business philosophy and so on. ; Let employees take customer information as the basis of personalized service; Ensure the smooth and timely uploading and distribution of hotel information and horizontal flow, and strengthen internal communication. ?

One of the many reasons for the success of a world-famous hotel management group is to create a home feeling and environment for its employees. Marriott's management philosophy is "take care of your employees, and your employees will take care of your guests, and your guests will keep coming back."

Step 3 ratify

Empowering subordinates is the trust and encouragement to the managed. If employees only obey the orders of their superiors and have no decision-making power, a customer's needs will not get the fastest response, and other employees will have a wait-and-see mentality.

Empowering employees with certain free space can enhance their sense of responsibility, give full play to their inherent potential and creativity, improve work efficiency, and help to cultivate and bring up talents. In the face of superior authorization, employees usually face up to the rights entrusted by superiors without abusing them. Authorization is also a sign that managers are confident.

The Ritz-Carlton Hotel, which won the highest quality award of American enterprises, delegated the decision-making power of the original foreman to the front-line staff, so that the staff could respond quickly to customers' problems according to the situation at that time. The manager's main job is to supervise, help and praise employees.

There is a rule that no matter what method he takes, as long as he can solve the customer's dissatisfaction with the hotel on the spot, he can use the amount below 2000 dollars, without asking. This management method makes employees experience the excitement of challenges, competition and success brought by work, and has a good incentive effect.

3. 1 Features of authorization

There are big and small authorizations, and there are also differences in the rights of employing people, spending money and directors. They have their own characteristics, but all kinds of authorization behaviors must abide by some common principles. These authorization criteria include: selecting people according to the situation and authorizing them according to their abilities; Use people without doubt, let go; Step-by-step authorization to avoid exceeding authority; Authorization must be moderate; Effective guidance and supervision must be given to the authorized person; We should take leadership responsibility for the mistakes made by our subordinates. Help employees to make progress and realize their ambitions.

According to Maslow's hierarchy of needs, self-realization is the highest level of human needs and the greatest pursuit. In fact, realizing employees' dream of self-realization and urging them to devote themselves wholeheartedly to achieving hotel goals can not only go hand in hand, but also promote each other and complement each other as long as they are properly guided. Both "personal development" and "career development" have designed in detail the important proposition of how to help employees design their personal career and realize themselves.

3.2 Personal development

"Personal development" is a process to help employees grow and develop through education and training activities. In July, china tourism association Human Resources Development Center conducted a survey of 33 2m5-star hotels in 23 cities. 1999. The survey results show that the five basic reasons for hotel staff turnover are: personal development, learning knowledge, salary and benefits, sense of accomplishment and interpersonal relationship, with * * * accounting for 84.32%.

This survey reflects that under the condition of knowledge economy, the demand direction of hotel employees is gradually shifting to high-level needs such as personal development and self-realization.

"Career development" includes activities such as implementing career plans and understanding career trends. Among them, career development planning is the key, which mainly includes self-analysis, career choice and post work. Moreover, this development is dynamic, and it should be evaluated regularly to determine the next new career development direction. When employees' personal development needs to be realized in the enterprise, employees will have a strong sense of identity and belonging to the enterprise and are willing to make more contributions to the enterprise.

Crowne Plaza Hotel puts "personal development" in the first place in the development of human resources. The main steps are as follows: employee demand analysis; Make corresponding training and development plans to meet the actual situation of employees; Conduct an evaluation. Evaluate the training results of employees after training to understand the impact of training and development on individuals and organizations. Bath Group opens Holiday University in Holiday Inn Lido, Beijing.

Regularly train the management in professional management courses, and provide them with places to learn and communicate. Sheraton Hotels Group establishes a training and development tracking file for each employee, and employees must complete a series of training in the hotel before promotion.

4. School-enterprise cooperation

Hilton Hotel Management College is famous for its pertinence, skill and operability in education. School-enterprise cooperation is an important form and effective practice of human resources development in foreign hotels. The hotel industry needs skilled, operational and theoretical talents. In order to cultivate this kind of talents, many foreign hotel colleges and hotels have a good cooperative relationship, combining production with learning.

The ways of cooperation include: the school stipulates a certain internship time for students in enterprises; The school provides applied scientific research, consultation and training for the hotel industry; Enterprise-oriented, school-oriented, forming an enterprise-oriented training base; In addition, many colleges and universities employ teachers, whether full-time or part-time, which put forward strict requirements for hotel practical experience, so that teachers can closely combine teaching content with practice and enhance students' adaptability to the development of hotel industry.

Switzerland has a large number of excellent hotel management schools. For example, these hotel management schools have long-term cooperative relations with world-renowned hotels, providing graduates with various employment opportunities. Another example is Hilton Hotel Management Group and the University of Houston.

4. 1 professional qualification certificate

Many countries regard the implementation of vocational qualification certificate and training certificate system as an important measure to promote the development of tourism human resources, insist on pre-job and on-the-job training, and hold posts with certificates, thus ensuring the quality of tourism professionals from the system. Many countries, such as Spain, France, Italy, Britain, the Netherlands, Egypt, Singapore and so on. We attach great importance to tourism professional qualifications and have strict requirements.

Enterprises in the United States, Japan, Europe and other countries attach great importance to the introduction of ES(Emoloyee Satisfaction) strategy into the human resource management of enterprises, thus opening up new horizons for the development and management of human resources. It is proposed that efforts should be made to cultivate employees' "sense of identity" and "loyalty" to the hotel in management; In management, it is necessary to abide by the law and discipline, but also to strictly manage, "attach importance to feelings and be strict with feelings"; Respect and treat employees well.

4.2 The role of tourism and hotel industry associations

Tourism and hotel industry associations have played an irreplaceable role in the development of human resources. They not only play the role of cooperation, supervision and management in the industry, but also take the training of member units and strengthen the development of human resources as a regular and important industry activity.

5. Conclusion

Peter drucker, a management guru, once said: "Employees are assets and resources, not costs and expenses." The core of humanized management revolves around how to make full use of "people", that is to say, all management activities of enterprises revolve around how to know, select, use, educate and retain people.

In the process of human resource management in China's hotel industry, we can fully consider and learn the detailed methods of humanized management in foreign hotels, so as to avoid detours. In the fierce competition for talents in the future, only hotels that truly realize humanized management can win and remain invincible in the fierce competition.

Step 6 refer to

1. Qi Anbang. Project management. Tianjin: Nankai University Press, 2003.

2. Wei Wu: Management, Xuzhou, Jiangsu: China University of Mining and Technology Press, 2005.

3. Chen Zhenming: Public Management, Renmin University of China Press, 2003.

4. Zheng Zhongying: Theory C- China Management Philosophy, Beijing: Lin Xue Publishing House, 1999.