How to solve the bottleneck problem of human resources in the hotel industry at present

(A) to develop a reasonable recruitment plan

Before recruitment, we should determine the vacancies in the hotel in advance, and then make a recruitment plan. Job fairs affect the development and management of hotel human resources and seriously affect the future development of the hotel. Therefore, it is necessary to make detailed plans and arrangements for recruitment positions, number of personnel, time limit and other factors. In hotel recruitment, we should adhere to the "three degrees" and "three senses" standards of employing people: height, beauty and demeanor. Height refers to average height 1.67m, beauty refers to beauty, and elegance refers to temperament; The three senses refer to loyalty, responsibility and intimacy. Because the hotel is a foreign service industry, its characteristics determine some special requirements and standards.

The release time, method and channel of recruitment information also have an impact on recruitment. The best recruitment time is about two months before the hotel needs it, and people are asked at the peak of talent supply. There are two recruitment methods: internal recruitment and external recruitment, both of which have their own advantages. Internal recruitment can make employees adapt to work quickly; It is conducive to mobilizing the enthusiasm of employees and improving their morale; Reduce training costs. However, internal recruitment may lead to "excessive growth" and leave employees in an incompetent position; The promotion dispute will bring negative effects and reduce the team's cooperation ability. Internal recruitment includes work announcement method, file recording method and employee recommendation method. Compared with internal recruitment, external recruitment can attract more people in many aspects and bring fresh ideas and creativity to hotels, but external recruitment fairs reduce the enthusiasm of employees. For hotels, it is best to recruit talents who are in short supply and in urgent need from outside. Different recruitment channels can recruit different talents. For middle and low-level personnel, with the help of general intermediaries, advertising is the best channel; You can find hot and cutting-edge people through headhunting companies; Like grassroots personnel, such as waiters, people can come to the door to recruit; Professionals can be recommended by others; Media advertising can quickly recruit the required personnel, which is suitable for people with a large number of recruits.

Through the qualification examination of the applicant's application, the hotel selects the best candidate and decides to hire on the basis of understanding the actual ability and real potential of the applicant. This is the key link of recruitment, which determines the quality of recruitment. There should be a basic review of the applicant's application. After the examination and approval, interview and test the candidates, verify the information provided by the recruiter, understand the specific conditions of the job seekers and whether they are suitable for the job they are applying for, and then conduct a second preliminary screening. In the recruitment process, you can also get a scientific and objective understanding of job seekers through knowledge and skill tests or psychological tests, and see their various aspects and development potential.

Hotel industry is different from other industries. Before deciding to hire, it is necessary to have a health examination for job seekers and obtain a health certificate before they can be hired. Hotels are service industries that have direct contact with guests, such as restaurants and kitchens, so it is necessary to prevent the employment of patients with infectious diseases.

An enterprise needs different types of talents with different talents to effectively integrate. They have different characteristics and expertise and can adapt to different jobs. Therefore, in the normal operation of enterprises, we should choose people with good quality; When enterprises have difficulties, they should choose people with pioneering spirit; When the enterprise is in crisis, we should choose those who are loyal and unpaid. In the process of selecting and employing people, we should choose talents who meet the recruitment position. The whole process is not only an effective choice and correspondence of post appointment, but also creates a good atmosphere, which plays a positive role in the cultivation and development of other talents in the enterprise.

(B) the control and management of employee flow

Judging from the motivation of employees' resignation, the purpose and motivation of employees' resignation are also very different at different stages of economic development. Generally speaking, when the economic development is relatively low, employees will leave the hotel in order to seek better economic benefits. With the improvement of the economic level, people will choose their careers according to their own development needs, especially grassroots employees.

For hotels, staff turnover has both positive and negative effects. According to the survey statistics, the hotel keeps a turnover rate of about 8%, which plays a positive role in enhancing the vitality of the hotel and mobilizing the enthusiasm of employees. However, if the talents flow excessively, it will undoubtedly increase the investment cost of the hotel and increase the economic burden. However, in hotels in China, the staff turnover rate is quite large, and the disadvantages far outweigh the benefits. The high staff turnover rate indicates that hotel staff are not satisfied with the hotel, which indirectly reflects the problems of managers' management methods. In order to avoid the high turnover rate of hotel staff, hotel managers should establish an effective management system.

Doing a good job in the management and control of employee recruitment, starting from this link, is the fundamental solution to the problem. Care about the growth and development of employees and attach importance to their independent will. Managers should establish the concept of "people-oriented", make employees feel respected in their work, make employees willing to contribute to the development of the hotel, and realize the "win-win" between individuals and hotels. Hotels should also formulate relevant systems for employees' resignation, and use reasonable legal means to restrain employees' resignation. Even if employees' resignation has laws to follow, they can protect the interests of hotels. Imperfect management is an important reason for brain drain. Therefore, managers should constantly improve their management level, adjust management methods according to the development of society, learn from the experience of other hotels, and try their best to make scientific decisions, rationally divide labor and effectively control. Hotel culture will have a great influence on the psychology of employees. Excellent hotel culture is more attractive to employees and can move their hearts. Excellent hotel culture has great attraction, which can prevent brain drain and gather outstanding talents. Creating a good hotel environment can motivate employees. Hotel environment includes institutional environment, working environment and interpersonal environment. Hotel managers and employees in human resources departments should always care about their work, life and mood, and help them work in hotels with a relaxed and enterprising attitude.

(C) Design a complete salary system

For any employee, the reward from labor is what they care about most. Some hotels even spend a lot of money to hire various elites to join their own hotels, but the turnover rate is still high. Therefore, if the hotel has a reasonable salary management system, it will attract more people to its own hotel and reduce the turnover rate.

The traditional wage distribution system has great defects. Although many hotels are now distributing according to work, this distribution method is not perfect and has not reached the real distribution according to work. To establish a reasonable salary system, it is necessary to incorporate the market economy of the whole society into the assessment, so that employees' wages can be at the normal level of the market economy, which will be more attractive to employees and will not make them leave their jobs easily. Of course, the salary system designed for people in different positions should also be different. For grass-roots employees, bonuses have a great role in promoting them, so that they can understand that their hard work is valuable to the hotel and their work is rewarding; For managers, it is more important to promote their positions, award titles and encourage innovation. It is more humane to give labor security and post allowance to manual workers engaged in dangerous and harsh environments.

After the hotel has a certain economic strength, employees can participate in the salary design, so that employees can not only know more about the specific composition of their own salary, but also compare their own salary with their own efforts. This transparent salary system will attract more talents to join the hotel. In the process of employees participating in salary design, they can put forward their own suggestions, so that managers can understand the needs of employees and establish a more perfect salary system.

Hotels in China can establish the following salary system:

1. Understand and investigate the labor market.

The standard salary of the hotel should be based on the consideration of skills or positions, and the minimum wage level should be determined according to the labor market price. In order to maintain the competitiveness of the hotel, hotel managers must adjust the hotel's salary according to the living standard of the market. In order to reduce the hotel's salary expenditure cost, the hotel's salary should be linked to the benefit and have certain flexibility, which can be determined according to the hotel's organizational performance indicators, such as hotel operating profit and hotel market share.

2. Establish incentive awards and bonuses.

The basic salary of hotel employees can only guarantee the basic needs of employees, not too low, and most of them will be used as rewards and bonuses, which will promote employees and arouse their enthusiasm. In the hotel industry, for the catering department, the staff's wine sales can be used as employees' bonuses and can be used as proportional commissions. For sales, the team commission can be determined according to the reservation of the wedding banquet and conference team. For the front desk, rewards can be given according to customer satisfaction.

3. Implement a flexible welfare system.

Different welfare systems should be implemented for employees with different abilities and knowledge and skills. You can enjoy a better welfare system, such as traveling and rewarding home appliances. Hotel managers should come up with a welfare system that can attract employees and arouse their enthusiasm.

(D) Employee salaries are linked to performance

The long-term success of hotels depends on effective performance management. Performance management is the most critical management system for hotels to cultivate market competitiveness. At present, most hotels in China have begun to incorporate performance appraisal into their salaries. However, it is only a performance appraisal in the traditional sense. With the development of the times, performance appraisal is no longer based solely on the effectiveness of employees. Hotel managers believe that it is wrong to order subordinates to complete the target work and then decide the salary according to the employee's completion. Modern performance management pays attention to the working process of employees, and then evaluates the results of employees' work, which is the continuity of performance communication. This way of performance communication can change performance goals and tasks in time according to the changes of external environment, and it also has a certain incentive effect on employees.

After the implementation of performance management, the evaluation and feedback of employees' work results is also an important work, and performance evaluation and feedback is also a part of performance management. In order to make employees' salary and performance reasonably linked, a reasonable process should be established, which can not only reflect the combination of employees' salary and performance, but also reflect employees' usual work performance.

This process is as follows:

1, information collection and collation

Hotel managers should collect relevant information in order to fairly judge employees' work results, such as customers' comments on employees, punching records, daily work completion records and other related information. This information is a comprehensive evaluation of employees' working ability. According to the feedback of information, employees can be rewarded and punished to improve their enthusiasm and self-motivation. Organize the information of employees' work situation and record outstanding performance.

2. Implementation stage

Performance management is a cyclical process, so the ideal time for performance evaluation and feedback is the end of the hotel financial year or the beginning of the hotel's next difficult plan and goal. This process is one-on-one communication between managers and employees. When arranging time, try to put it in the free time of both parties, and the length of time is preferably half an hour to an hour. Not only managers need to be prepared for performance evaluation, but also employees need it. A short meeting can be held one month before the interview to explain the significance and time of performance evaluation and feedback. During this period, employees can review their past work well, so that managers can take their time in the interview and accurately express their work attitudes and ideas.

Employees are the main resources for hotels to have direct contact with guests. Employees' feedback on their work can help managers to constantly improve the hotel's shortcomings, reward employees who make effective suggestions, find employees who are self-motivated and observant, sum up their abilities and give them promotion. Doing so can make employees actively participate in performance feedback, maximize the use of performance, and let employees understand the role of performance management. For some employees, rewards will make other employees understand that summing up their work is also part of their performance.

(E) the art of leadership of managers

At present, most hotel managers in China have only mastered the theory, but it is difficult to adapt to the situation and take effective measures under the implementation situation. A good manager can lead his staff and make the hotel prosperous. Every manager has his own management style, and different managers are suitable for different management positions. Only by standing in a management position that suits you can you give full play to the role of managers. Hotel managers have all kinds of leadership skills in hotels. In this paper, I mainly discuss the leadership art of hotel human resource managers:

1, know employees and care about training employees.

The management and development of hotel enterprises, in particular, should establish a people-oriented management model. In the process of hotel management, we should rely on employees, train employees, put employees in an important position, and rely on employees to fight for the goals of hotel enterprises. All the management and services of the hotel are carried out around the guests. The hotel is an industry that cares, serves and helps people. An important performance and sign of attaching importance to employees is to understand employees. Every employee in a hotel enterprise has different levels of needs. As hotel management, we often publicize and educate employees to have a good attitude towards guests. If the manager has a bad attitude towards employees, employees may also have a bad attitude towards guests, because employees follow the manager's attitude.

When employees are depressed, have a bad attitude and are anxious due to emotional distress, work difficulties and other reasons, managers should give help and guidance. This shows that managers are concerned and considerate of employees, thus guiding employees out of the misunderstanding.

2, organizational management and organizational development

The establishment of hotel human resource management system can avoid the nonstandard personnel management in human resource management, and then gradually standardize the development, utilization and management of hotel human resources. Hotel human resources development planning is a prediction of the hotel's future human resources demand, such as the hotel's business development in the next three to five years and the talents it needs. According to these needs, the hotel's human resources development plan is compiled to make the hotel's human resources allocation adapt to the current and future development and management needs. The establishment of hotel human resources plan should be based on the hotel's market development plan, equipment procurement plan, material supply plan and hotel business development and management plan for prediction and analysis. According to the actual situation of the hotel and the management needs of its future development, forecast, analyze and make it. The organizational objectives and institutions set by the hotel also need to be coordinated with the human resources plan. For example, hotels should strengthen computer operation management in the coming year. When making human resources plans, they need to consider adding more talents in computer operation and computer maintenance, or making a training plan for computer professional knowledge. When purchasing new mechanical equipment, hotels may need to recruit engineers and experts in this field; In order to make management and service more scientific and standardized, hotels may need to make appropriate adjustments to some organizations, and all of them need to consider the arrangement and equipment of human resources.

Step 3 organize exchanges

Good communication system is an important activity and part of hotel human resource management. Communication in the hotel is a process of transferring and communicating information between superiors and subordinates, between employees and between departments. Within the hotel organization, communication refers to the top-down or bottom-up communication process between the formal and informal managers and the managed, which is an important way to improve productivity. There are many communication channels in the hotel, such as running newspapers and periodicals in the store; Organize employees to carry out various beneficial activities; Publish praise and criticism for outstanding employees and guests, and so on.

(6) Train employees regularly.

Training is the only way for the hotel to grow. If employees grow up through training, the hotel will remain unbeaten in the current cruel competitive market. For hotels in China, to establish a reasonable and effective training mechanism, the following points are the key to training:

1. Establish a "learning enterprise" through training.

Successful hotels regard training and education as the source of hotel benefits. The biggest feature of "learning enterprise" is advocating knowledge and skills, rational thinking and cooperative spirit. This kind of enterprise can improve its own shortcomings through continuous learning and improve its efficiency through innovation and improvement.

2, a variety of all-round training.

The training mode of China's hotel industry is too single and does not pay attention to actual results. Training an employee not only requires him to master the knowledge and skills needed in his work, but also requires him to master various skills such as communication skills and teamwork skills. Moreover, only employees who have mastered a variety of skills can become familiar with the work of modern hotel industry and win in the increasingly fierce competition.

3. Attach great importance to training.

In the past 20 years, American enterprises have paid more and more attention to the training of employees. According to statistics, the expenditure on formal training in 1983 was $39.666 billion, but it reached $63.333 billion in 199 1 year, with an annual increase of 59.26%. Hotels in China should really pay attention to training, not just superficially, and support employees to participate in the training both materially and spiritually.

4. Scientific and diverse methods.

There are many modern training methods, such as games, role-playing and group discussion. These training methods can be interspersed to improve the richness of training content, make employees change from passive to active in the training process and give employees a chance to express themselves. This training mode not only deepens employees' interest in training, but also enables employees to understand and master the training content, which greatly exerts their initiative and enthusiasm.

Step 5 use high-tech tools

With the progress of the times, training tools are no longer a single explanation in class, but computers and networks provide convenience for training. Employees don't need on-site training, but can simulate the operation by computer, which can not only familiarize themselves with the work, but also facilitate mistakes and reduce the training cost.

Training must be long-term. In order to effectively ensure the durability of training, managers should formulate effective measures to maintain the charm of training, and improve and perfect it from many aspects such as concept, method and management. Ideologically, we should understand that training is not consumption, but investment.

(seven) reasonable and effective incentives for employees.

The managers of a famous enterprise believe that motivating employees should start with understanding employees, and they require managers to have "nine understandings" and "nine numbers" about employees. "Nine understandings" means knowing the name, birthday, native place, origin, family, experience, specialty, personality and performance of employees; "Nine Numbers" means knowing the working conditions, housing conditions, physical conditions, study conditions, ideological and moral status, economic conditions, family members, hobbies, social contacts, etc. This move has established an effective communication bridge between enterprise managers and employees, strengthened the exchange of thoughts and feelings between the two sides, thus enhancing mutual understanding and trust and creating a good organizational atmosphere.

Motivation is based on understanding employees. Only by fully understanding the needs of employees and taking corresponding measures to meet the needs of employees can we achieve the purpose of motivation. Incentive theory has also played a great role in hotels. The rational application of these theories in hotel practice will help to improve the effect of employee motivation. This paper mainly expounds the application of hierarchy of needs theory in hotel incentive theory:

1, physiological needs

In the hotel industry, physiological needs are factors such as salary, welfare and working environment of employees. Wage allows employees to buy what they need, and welfare and working environment are further guarantees to meet employees' physiological needs.

2. Security needs

In the hotel industry, safety requirements include safety education and facilities, employment contracts, occupational safety and various insurances. In hotels, fire prevention and theft prevention are extremely important. Many hotels put in advanced fire-fighting equipment and monitoring equipment at 9: 00, and equipped with well-trained security teams. In order to motivate employees more effectively, it is best for the hotel industry to provide medical, industrial and accidental injury insurance for employees to meet their safety needs. A hotel with perfect job security can not only reduce brain drain, but also attract outstanding talents.

3. Social needs

In the hotel industry, what society needs is to care about the emotional life of employees and establish excellent corporate culture. Social needs are very important to satisfy employees. Communication and interaction between people can relieve the pressure of employees and their mood. Carry out activities, organize tours, etc. , developed the interest of employees, increased the understanding between employees and departments, and created a good atmosphere for enterprises.

4. Respect for needs

In the hotel industry, managers should respect employees, understand their self-esteem and give full play to their autonomy. Too much interference will make employees have negative thoughts. Hotel managers can get recognition and attention from employees through promotion, commendation and further study. When customers don't respect employees, hotel managers should handle it properly, not only to gain customers' understanding, but also to give employees appropriate comfort.

5, the need for self-realization

In the hotel industry, the self-realization of employees is mainly reflected in the matching between people and work, encouraging employees to participate in management and so on. For outstanding employees with relevant knowledge and certain work experience, let them give full play to their potential, give them a promotion, take charge of an independent department or undertake a project that can develop their abilities to satisfy their sense of accomplishment.