Analysis on the present situation of hotel human resource management

"What is the most expensive in 2 1 century? -talent! " This is uncle Li's classic dialogue in the movie world without thieves. This kind of dialogue has now become the top priority of enterprise competition in all fields of society. As far as the hotel industry in Wuyi County is concerned, it is currently facing the contradiction between the rapid development of the hotel industry and the shortage of employees. The contradiction between the continuous improvement of customer groups' requirements for service quality and the low quality of hotel employees; The contradiction between the development of personalized "exquisite" service projects in the hotel service field and the lack of skills of employees. Therefore, the talent problem has become a "bottleneck" problem that restricts the healthy development of the hotel industry. How to solve this problem is the primary task that managers at all levels need to face. First, the practical problems and reasons of hotel human resources work.

Hotel industry is a labor-intensive enterprise, and high-quality service requires a lot of manpower and material resources. According to the author's understanding, there are some problems in today's hotel industry, such as unclear ideas of managers, unclear career development plans of middle managers, low salary level of employees, insufficient staffing and high turnover rate. The reasons leading to these problems mainly include the following aspects:

1. The status of the industry is not high, the social attraction of the hotel industry is not strong, and the reserve force is insufficient.

Hotel industry is the center of regional cultural exchange, scientific and technological exchange and social activities. It plays a vital role in serving local fiscal revenue, providing and creating employment opportunities and posts, promoting the change of consumption patterns and promoting the development of related industries, and should enjoy the same treatment as other industries in society. Judging from the present situation of the hotel industry, the importance of its status has not been generally recognized and affirmed by the society. Mainly manifested in: First, people still have some discrimination against the hotel industry. A large part of people in society think that hotels are places where things happen easily, where unfair transactions are conducted, and even bring jokes to hotels from time to time. Second, many parents disapprove, do not support or even allow their children to work normally in some local hotels, and think that it is beneath their dignity for their children to work in the local hotel industry. As a result, a large number of students who graduated from vocational and technical schools in our county fled to Hangzhou, Shanghai, Ningbo and other big cities, resulting in the loss of reserve forces. Third, hotel disturbances caused by unhealthy social trends have low illegal cost, and hotel staff who are careless in dialogue and behavior are easy to become targets of illegal attacks. Therefore, some people have formed the concept of lacking safety awareness about hotel industry. In the process of industry selection, it naturally tends to other industries outside the hotel industry. Based on the above three aspects, it reflects that the social status of the hotel industry has not been fully affirmed, which has brought great influence to the hotel's human resources reserve.

2. The development space is narrow, the career development goals of middle managers are unclear and lack of confidence.

Due to the influence of regional scale, local economy and many other factors, the hotel industry in our county is a single hotel, so it is very difficult to introduce internationally renowned hotel management groups and domestic well-known national brand hotels. There are still great defects in the systematic, professional and long-term management of hotels. In the long run, it has a great influence on the growth and progress of hotel professional managers, especially middle-level professional managers. Mainly manifested in the following aspects: First, middle-level professional managers have the phenomenon of eating "youth meals". It is understood that in the hotel industry, many middle managers are not clear about their career development direction, how many years they can work in the hotel industry, and there is no clear goal, one day at a time. Second, middle-level professional managers have the phenomenon of eating amateur meals. Hotel service is a highly professional job, but most of the hotel managers in our county are "monks", learning by doing and doing things by experience. There are only a handful of graduates majoring in hotel management, and there is no strong foundation for their personal growth and development. Third, middle-level professional managers have the phenomenon of "not growing up". Due to the single hotel system and the inertia thinking of talent training, there are not many positions that hotels can provide for middle managers to continue to develop, and the level is not high. A considerable number of middle-level hotel managers in our county have "grown up" in their hotel career for many years. They have been engaged in the position of department manager many years ago, but today, a few years later, they are still engaged in the position of department manager, and the development space is very narrow. In the long run, middle managers are confused and disappointed with their personal career.

Second, the coping strategies of human resources problems in the hotel industry.

1. Guided by the government, optimize the environment for talent introduction and training, and promote the formation of local "renewable" human reserve resources.

It is the eternal task of hotel owners to be good at excavating and effectively utilizing existing human resources and giving full play to the economic creation value of hotel employees. However, in the introduction of talents and the creation of training environment, government departments should assume their due responsibilities. Mainly do the following work: First, do a good job of policy guidance in light of local conditions. Combined with the actual development of tourism in our county and the actual demand for professional talents, government departments should formulate relevant policies according to the situation to guide the introduction and training of talents from a macro perspective. Support enterprises to introduce and retain high-skilled and top-notch talents, and give rewards and subsidies in spiritual, material and economic aspects. For example, in Lishui, Zhejiang Province, the government has recognized the impact of the outflow of human resources on local enterprises, and thus issued policies in time to support local laborers to work in local enterprises and subsidize local workers by 3,000 yuan every year. To a great extent, it has curbed the outflow of human resources and supported the development of local economic construction. The second is to support and support the introduction of internationally renowned hotel management companies and domestic well-known national brands. It is an inevitable trend for the hotel industry to introduce internationally renowned hotel management companies and domestic well-known national brands. Government departments should actively support the introduction of enterprises or directly negotiate with relevant brand units to provide a convenient platform for the long-term development of the hotel industry and opportunities for the cultivation of talents.

2. People-oriented, strengthen the construction of corporate culture in the hotel industry, and create a binding environment.

Comprehensive analysis of the reasons for the high turnover rate of hotel industry in our county, in addition to the low salary level, more importantly, failed to effectively create a unique corporate culture, enhance employee value, build a harmonious working environment and other factors. The key is to do a good job in the following aspects: first, enhance the cohesion and centripetal force within the hotel with a unique corporate culture. Hotel corporate culture is the comprehensive embodiment of the essence of hotel culture, service concept and management concept. Giving full play to corporate culture effectively plays a positive role in stabilizing employees and improving their work enthusiasm. For example, the Ritz-Carlton, an internationally renowned hotel management company, has a cultural concept that "we are a group of ladies and gentlemen serving ladies and gentlemen". They upgrade the status of employees to the same status as all guests, and improve the service quality of the hotel while the employees' awareness of "taking the store as their home" is constantly enhanced. Second, strive to build a communication platform for employees and coordinate internal relations. It is understood that an important reason for the loss of employees in the hotel industry is disharmony in internal relations, tension in interpersonal relationships and lack of inner security. Maslow's hierarchy of needs theory shows that human needs are divided into physiological needs, security needs, self-esteem needs, social needs and self-realization needs. For most employees, work is not only the need of survival, but also the need of social communication, so it is not surprising that friendly support and harmonious internal relations are the key factors to stabilize employees. Hotels can promote the exchange of employees' feelings by setting up a staff world, holding various cultural gatherings, and conducting exchanges and heart-to-heart talks. Improve the psychological state of employees; Enhance employees' sense of identity with the organization. The third is to create a good working environment. While employees' psychology is respected and satisfied, excellent and comfortable working environment is also an indispensable and important factor to retain talents. For example, Hewlett-Packard Company in Shanghai regards a good working environment as the key to retain talents. Hewlett-Packard executives believe that a good office environment can not only improve the work efficiency of employees, but also ensure their physical and mental health. Hewlett-Packard has also set up special breaks every morning and afternoon, where employees can play music to adjust their body and mind, or use the gym and massage chairs to "release themselves". Hewlett-Packard adheres to the principle: "I believe that anyone will pursue perfection. As long as they are given the right environment, they will certainly succeed." This is the famous "HP Way".

3. Integrate career planning and guidance into hotel human resources training, and promote the healthy development of hotel human resources training.

In the investigation, it is found that many hotel professional managers lack confidence in their work and are confused about the future of their work, which greatly affects the quality of personal work and hotel management. How to effectively solve this phenomenon, we believe that introducing career guidance into the training and education management of hotel talents can achieve better results. Through the professional technology of vocational guidance, the professional interest, professional personality and professional ability of hotel employees are evaluated and tested to point out the development direction for hotel employees and increase their confidence. We should focus on the following aspects: First, rely on the professional skills of vocational counseling to ensure the quality of good personnel. Looking at the present situation of human resources in the hotel industry in our county, I feel that there is a phenomenon of "hungry and full". Regardless of personal quality, the phenomenon of pulling first and then using it is very serious. Obviously, this is the poor quality of recruitment, which leads to the instability of hotel industry personnel and the high turnover rate every year. If the recruiter can master the skills of collecting recruitment information, designing and publishing recruitment advertisements, designing recruitment forms and analyzing the results in the recruitment process, we can effectively analyze the personality and characteristics of the candidates from the collected information, so as to get the results that match the professional requirements. According to the research results, it will certainly promote the stability of hotel human resources. The second is to use professional tools of career counseling to help employees do a good job in career guidance and planning, and to clarify the direction of personnel development. From the qualitative analysis of career development, the best way to determine the development direction of a professional is to determine the direction through the measurement of individual dimensions by career evaluation tools. For example, the CETTIC evaluation software developed by the Human Resources Department is a good evaluation tool. Participants in the evaluation can consult experts on related issues through the Internet and seek opinions on career development, so as to determine their own career development direction. The third is to use the professional technology of vocational guidance to set up posts scientifically. The direction of national vocational guidance is not only aimed at individual employees, but more importantly, it can guide employers to provide effective guidance on the use and management of human resources. Through professional career guidance, our hotel industry can collect market information extensively, find out the shortcomings of our own unit, analyze the reasons for the shortcomings, and make scientific and reasonable adjustments to internal institutions and post settings according to the opinions of career guidance teachers, so as to provide employees with broad development space and affect the establishment of their career confidence.