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The competition in today's world is the competition of talents, and high-quality human capital is the fundamental guarantee for the healthy, sustained and stable development of the hotel industry. With the continuous improvement of hotel staff's quality, ideology, self-development awareness and democratic concept, hotel, a people-oriented service industry, has exposed some problems in human resource management, such as low staff enthusiasm, poor service awareness and high turnover rate. Therefore, based on the actual situation of human resource management in star-rated hotels, this paper makes a preliminary study on the incentive mechanism in modern hotel management from four aspects: current situation analysis, material incentive, spiritual incentive and the establishment of incentive system. In addition, some strategies and measures to develop hotel human capital and improve the level of hotel human capital are put forward. Chapter 1 Analysis of the Present Situation of Hotel Industry

The competition in the hotel industry is, in the final analysis, the competition for talents. The core problem of management is the problem of people. In hotel management, there are more and more cases of using human resource management to gain competitive advantage.

Case: Newspapers and magazines keep publishing articles to report the bad situation of the service industry. The mistakes and bad attitudes of front-line employees simply ignore customers. The service industry, which lacks skilled employees and suffers from high turnover rate, must inject new vitality into those enterprises that contact customers. Analysis and research show that when a person is highly motivated, he will work hard and actively provide customers with the best possible service; When he has no motivation, he will save energy as much as possible. The primary task of modern managers is to ignite the enthusiasm of employees, so as to drive employees to show their Excellence in their work and achieve the best performance expected by the organization. Excellent leaders in enterprises have realized this. Only people-oriented enterprise management can survive, develop and prosper in today's fierce competition. Management is an art, employee motivation is an art in art, and employees are the soul of an enterprise. Only by designing an effective employee incentive mechanism can the enthusiasm of employees be improved. Make it play its greatest potential in different corporate cultures, different organizational structures and different corporate environments, so as to achieve the expected goals of the organization. First of all, I divide the incentive methods into three categories: material incentive, spiritual incentive and the design of incentive mechanism. Through the analysis and understanding of these three categories, we can understand the role and significance of incentive mechanism and establish an effective incentive system for enterprises. Below we divide the methods of motivation into two categories: material motivation and spiritual motivation; Only by knowing and understanding these incentive methods can we realize the role of incentive mechanism. Chapter II Material Incentives Material incentives refer to encouraging employees to work through material incentives. Its main performance is positive incentives, such as wages, bonuses, allowances, benefits and so on. Negative incentives such as fines. Material needs are people's first needs and the basic motivation for people to engage in all social activities. Therefore, material motivation is the main way of motivation, and it is also a very common way of motivation used by Chinese enterprises at present. 2. 1 positive excitation method

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Reward refers to the positive affirmation and recognition given by hotel organizations to employees' good behavior or work performance. As a means of employee motivation, reward aims to encourage the rewarded employees to maintain and carry forward their exemplary behavior, become an example for all employees, and play a positive role in improving employees' morale. To make good use of this method, we should also pay attention to the following points: (1) Reward should be timely and reward methods should be constantly innovated. (2) Pay attention to others

Psychological counseling for employees. Constantly set new goals, dilute the past and focus on the future, and establish a correct view of fairness. (3) Pay attention to the rewards for the group, and achieve the organizational goals in modern hotel activities. The personal dignity and achievements of employees need to be achieved through the Qi Xin cooperation of the group. Therefore, paying attention to group motivation is conducive to forming a unified ideological understanding among employees, enhancing cohesion and improving the competitiveness of employees. 2.2 negative incentive method

Punishment is a negative incentive and a compulsory measure taken by modern hotels to correct employees' bad behavior at work. Properly used, it can have a good deterrent effect on misconduct. However, punishment must not be based on punishment, but only as an auxiliary means, otherwise it will be counterproductive. When using this method, we should pay attention to the following points: (1) You can't punish without teaching. We should put education first, punish those who refuse to mend their ways or cause serious consequences, and be careful not to punish them. (2) Choose a reasonable and effective punishment method, don't blow too much, and be careful not to completely deny it, which will hurt employees' psychology. (3) combine flexibility with principle, adhere to principle and strictly enforce the law. Under the premise of strictly following the prescribed system, a certain degree of flexibility is absolutely necessary, so we should be strict, reasonable and reasonable when encouraging, so as to achieve the purpose of educating a large number of people. Although material incentives are not omnipotent, we should use them rationally. For example, in Zhou Ji Group, there is such a management plan. When an employee comes to work in the company on the first day, the company will learn about the employee's family situation and economic conditions. Based on this understanding, personal data of employees will be established, and relevant personnel will analyze the data in their daily work. In the future work, managers will implement effective incentive schemes for employees according to the previous analysis. Fully understand the needs of employees and the quality of work, and constantly formulate accurate incentive methods according to the situation, so as to mobilize every employee of the hotel to achieve due performance. The third chapter encourages American management scientist Peter once pointed out that "rewards will bring side effects, because high bonuses will block each other's news, affect the normal development of work, and the atmosphere of the whole society will be unhealthy." Therefore, the material incentives of enterprises alone may not play a role, so another incentive method-spiritual incentives has emerged. I can roughly divide this kind of motivation into the following categories: goal motivation, competition motivation and participation motivation. 3. 1 target incentive method

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In modern hotel management, humanized management has gradually become the mainstream management concept. The humanized management of modern hotels, on the one hand, requires customer satisfaction and emphasizes customer-centered; On the other hand, we should put employee satisfaction in an important position and emphasize that hotels should be employee-oriented. "Employees first, customers second" means that if there are no satisfied employees, there will be no satisfied guests. This paper holds that the concept of humanized management should be introduced into the management of employees, so as to improve the quality of hotel services and achieve employee satisfaction, so as to achieve more customer satisfaction and faster hotel development.

Keywords: humanized management, service quality, incentive

Modern hotels pay more and more attention to the humanized management of employees, which is not only the need of hotel civilized management, but also the need of hotel sustainable development. Employees, as the main body of the hotel's external service, can make you famous or bad. He can bring you wealth and burden; It can make you successful or bankrupt. This conclusion is not shocking, but an inevitable change brought by the economic system reform to this fast-paced society-the change of people.

First, the impact of humanized management on the service quality of the service industry

(1) Quality determines the life of the hotel.

"Quality is the life of a hotel" has become the consensus of contemporary hotel managers. Similarly, for hotels selling hotel products, the quality of service is directly related to the life and death of the hotel. For a long time, hotel owners in China have always relied on price as a means of competition, and the quality of service has not been paid enough attention. In the long run, this management method is not desirable. Because this short-term competitive strategy is not conducive to the long-term development of hotels. In today's society, hotels have credibility, market and benefits only if they are guaranteed by high-quality services.

(B) management should be people-oriented.

Hotel management, in the final analysis, is the management of people. Therefore, hotel management must be people-oriented. Only through scientific control and use of people can all kinds of hotel resources play their due role. In the process of management, only by "making the best use of people" can we make the best use of everything. Humanized management is a dynamic development process, and it is also a process of orderly organizing and transforming the manifestations of human natural attributes and social attributes. Humanized management can be divided into four stages: interpersonal power management stage, interpersonal communication stage, cooperative management stage and dedication management stage. In fact, this stage of development is a process of integration of corporate culture and employees' personal consciousness or cultural consciousness.

(3) Improving management is conducive to improving service quality.

In order to improve the quality, the hotel should establish a perfect system to ensure that all employees can get the training tools they need to do a good job, so that employees will not lose their self-esteem because of the quality of their work and gain satisfaction and pride in their work. This requires managers to listen to employees' opinions first, then respond to employees' opinions and suggestions, and give incentives to employees who put forward opinions and suggestions when necessary. As a service industry, we may have the same feeling: there are many people. When you make a mistake at work, your colleagues, superiors and friends don't point out your mistake and tell you its harm, but pat you on the shoulder and hide the facts for you without saying anything. This is "being nice". "Telling human feelings" is not allowed in management work, and it will even make your work worse. However, humanized management is different. "Humanized management" allows you to make mistakes in your work, but it will tell you what harm it will bring and what to do better. This will forgive you, so you don't have to worry about what's wrong at work all the time. Be careful what your boss accuses you and what your colleagues think of you. On the contrary, your work passion will be higher, you will love your job more, and your work goals will be clearer.

Second, the connotation of "humanization" in hotel management

The so-called humanized management is a management mode that pays full attention to human factors in the whole hotel management process and takes fully tapping human potential as its own responsibility. As for its specific content, it can contain many elements, such as respect for people, sufficient material and spiritual incentives, providing people with various opportunities for growth and development, paying attention to the win-win strategy of enterprises and individuals, and making career plans for employees.

Employee relationship management is the focus of hotel management. Especially in the era of financial crisis, the work pressure and life pressure of employees are increasing. How to maintain a positive work attitude? How to keep a good mood and establish a team cooperation relationship? Humanized management requires managers to listen to the voices of employees and respect their opinions. When employees encounter problems at work, they should give more guidance and encouragement and less verbal scolding. When employees encounter difficulties in life, they should be more concerned and more helpful. You can set up the general manager's mailbox and mailbox to establish an effective communication channel.

Respecting employees is an inevitable requirement of humanized management. Only when employees' private identity is respected can they truly feel valued and motivated. Only when they provide quality services to their guests can they truly be sincere, and they will be willing to mingle with the leaders, actively communicate and discuss ideas with them from the leadership's standpoint, complete the instructions assigned by the leaders, and be willing to pay for the honor of the work team. Respecting employees means giving employees a private space, even during office hours. As a manager, you can't and can't always be around employees. What you can do is to guide and help employees learn time management, make good use of their own time, make work plans and programs within their responsibilities, make their own development plans, and manage employees in a planned and targeted manner.

Scientific employment

Because everyone's personality, interests and work ability are different, the suitable positions are not the same. If conditions permit, hotel managers should allow employees to make reasonable adjustments between posts according to their own specialties and adaptability to work, and put employees in suitable posts as far as possible, so that employees have the opportunity to give full play to their subjective initiative and intelligence and give full play to their talents. As a hotel manager, we should also examine everyone's quality. Whether the skills are suitable for the positions they are engaged in, guide them according to the situation, cultivate excellent employees with good professional quality and strong working ability, make preparations for selection and promotion, and provide employees with opportunities for progress and development.

(2) Performance evaluation

In the assessment of hotel employees, it is necessary to reflect the quality of employees' work fairly, fairly and objectively, overcome prejudice and bureaucracy, make employees clear their achievements or shortcomings in their work through assessment, urge employees to give full play to their advantages in their work, improve their shortcomings, and strive to achieve hotel management goals.

(3) interview method

The attitude of employees depends on whether they like or dislike the working environment, so improving the environment can improve their satisfaction or stimulate their enthusiasm. On some issues, employees are more willing to vent their dissatisfaction with the hotel's various rules and regulations and methods. Conversation can make employees vent their dissatisfaction and become comfortable. Therefore, managers can cultivate them to listen to and understand workers' ideas and attach importance to human factors, thus improving interpersonal relationships and improving staff morale and service quality.

Incentive measure

1. material incentives: when employees perform well or make contributions to the hotel, they should be given corresponding rewards, such as bonuses or other material rewards, to encourage them to create more quality services.

2. Respect and self-realization motivation: Hotel employees have a positive and uneasy psychological tendency, hoping to get social recognition, praise and respect. Hotel managers should take advantage of the situation and set up some honorary titles, so that those employees who have made great contributions and achievements to the hotel can get these titles, such as smiling ambassadors, excellent employees and excellent supervisors. Employees who are awarded honorary titles should actively publicize, expand their influence and motivate employees.

3. Goal motivation: managers fully consider the difficulty and expectation of goals, and let employees participate in the setting of goals, instead of blindly setting impossible goals and achievements, so that employees feel that management does not care about their work intensity and ability.

4. Trust motivation: inspire employees' sense of responsibility and creativity, and make employees feel that I am trusted and respected.

5, role model motivation: its body is correct, can not be ordered: its body is not correct, although it can not be ordered. The power of example is infinite. Management should set a good example for employees and make them obey the leadership. Employees with various titles are influencing the employees around them intentionally or unintentionally every day, and the flash on their bodies can often guide the employees around them.

Third, the status quo of humanized hotel management

(a) Whether to authorize employees.

In the traditional pyramid-shaped management organization structure of the hotel, front-line employees have to report up layer by layer, and then obey orders layer by layer. If the hotel can give the reception staff appropriate powers, some problems encountered in the reception of guests can be quickly answered and flexibly solved by the relevant staff within the scope of their functions and powers. So the best way is for the general manager to delegate power to the department manager, the department manager to the foreman in charge, and the foreman finally delegates power to the employees, with clear responsibilities and rights, giving employees certain rights.

First-line hotel employees directly provide services to guests and have the most face-to-face contact with them. When the guests are dissatisfied or have any requirements, they often ask the direct service staff to give a quick and satisfactory answer, which can not only improve work efficiency, but also maintain the image of the hotel and achieve the satisfaction of both the guests and the hotel. If a guest asks for a discount at the end of the banquet, according to the regulations, he is one table short of the discount standard and needs to ask the manager for instructions, but the manager is not here. The head waiter really wants to call, because according to the sales situation of catering, he believes that the manager will definitely call, but he is still hesitating for fear of being criticized for exceeding his authority. This is the manager's fault, and they are not required to exceed their authority in some cases. If you explain clearly in advance, the guests will be very happy and the head waiter will have a lot of face. Not only in front of the guests, but also after telling the manager, you will get the trust and praise of the manager. It's really a multi-pronged thing. However, in the process of authorization, hotels should not be blind and lack of norms, but should be authorized moderately and follow certain guidelines, that is, different people should choose people to authorize. It is necessary to effectively guide and supervise the authorized person and standardize the management of power and responsibility.

(B) whether to mobilize the enthusiasm of employees

Meet the needs of employees and mobilize their enthusiasm. These conditions include: challenging work (especially young employees); A job that can produce a sense of personal accomplishment; Words expressing affirmation and appreciation for good work and performance; With the expansion of responsibilities, there are opportunities for further study and improvement in the work; I have a sense of status and contribution in the hotel; Opportunities to participate in employee-related work affairs.

To a great extent, hotel employees need to be affirmed by leaders to provide quality services for guests. If the employee performs well, but the foreman is not sure of him at all, his enthusiasm for work will definitely be destroyed, and naturally he will form a lazy work attitude, so that he will eventually get tired of the job. Therefore, as a manager, we should be good at discovering the advantages of employees and giving affirmation and praise, affirming the performance of employees, mobilizing the enthusiasm of employees, creating more quality services for hotels and winning the satisfaction of guests.

(3) Strengthen the implementation of "walking management"

My impression of hotel leaders is that they are always sitting in the office directing, issuing documents and making lists, which will only make employees feel disgusted over time, so I think we can learn some management methods from Pratt & Whitney in the United States to manage employees well and satisfy them.

In order to promote communication between employees, they implemented "walking management" and "open management". The so-called "walking management" means that the company's top management often walks around the company to check the situation, talk to employees and listen to their opinions. The so-called "open management" is to establish an environment of mutual trust and understanding for all employees in the company, so that each employee can freely express his thoughts, opinions and problems, and managers can make full use of all available opportunities, occasions and tools to communicate directly with employees. For example, coffee talks, various informal staff gatherings, staff publications, etc. , have achieved good results. It is also desirable in hotel management, and management should walk around among employees more.

Fourthly, hotels should strengthen humanized management and improve service quality.

To strengthen humanized management, we should unite firm ideals and beliefs and stimulate employees' great enthusiasm for work. Everyone has the requirements to realize their ideals and ambitions and reflect their own values. How to stimulate the sense of mission of grass-roots employees and satisfy their sense of accomplishment? This requires the joint efforts of all staff; That is, at the critical moment, through publicity and launching, we can cheer up our spirits and morale and mobilize everyone's enthusiasm to the maximum extent; It is necessary to fully recognize employees with outstanding work and outstanding performance, increase incentives, and even promote them in an exceptional manner, and encourage them to work and contribute more selflessly with gratitude; It is to care, support and protect employees at all times, especially to resolutely resolve risks for those employees who are brave in pioneering and selfless dedication; It is to regard the future and future of grass-roots employees as an important part of humanized management, so that every employee can get appropriate learning and development opportunities, thus rallying people's hearts. In hotel management, the key of humanized management lies in how to apply humanized management to the actual management of hotels. The specific work can be carried out from the following aspects.

(A) establish the concept of humanized management

The front-line staff in the hotel directly serve the guests, which is the shape of the hotel and represents the hotel to receive guests. How to make employees provide guests with heartfelt smiling service, perfect personalized service and high-standard service with value for money, so that they can play this role easily and happily, which requires the hotel to strengthen the humanistic management consciousness of managers in its operation and management. In the management work, the hotel should change from manager-centered to employee-centered, and no matter how to consider and deal with problems, it is inseparable from this center. Hotel management functions such as planning, decision-making, command, control, coordination and encouragement should be people-oriented and attach importance to emotional input. Specifically, an "employee suggestion award" can be set up to encourage employees to make reasonable suggestions and attach importance to their suggestions; Managers should truly understand the wishes and needs of employees. Care and respect for employees, whether short-term measures or long-term plans, should fully mobilize the enthusiasm of the majority of employees.

(B) pay attention to staff training

Training employees can not only bring a higher level of service performance to the hotel, but also help the hotel attract and retain the best employees. Some good employees who are interested in the development of the hotel industry will choose hotels that can give all kinds of training and promote their career development. As long as the hotel attaches importance to staff training, regards staff training as an important task, and regards training and development as a continuous process of hotel investment in staff. Employees will regard the hotel as a vast world for their own development, and they will work hard. At the same time, through training, employees can enhance their dedication to the hotel and accept the goals and values of the hotel. Therefore, it also has a short-term and long-term positive impact on the hotel.

(C) to strengthen the construction of hotel culture

The hotel itself should pay attention to the voluntary cooperation between employees and the hotel, and the working style also emphasizes teamwork. Hotel culture is an organic whole composed of values, beliefs, codes of conduct, traditional customs and etiquette, which is formed in the long-term operation of the hotel and is believed and observed by all members. Strengthen the hotel culture construction and realize humanized management, mainly by strengthening the spiritual culture, institutional culture and material culture construction. Therefore, it is more important to use hotel culture to improve the cohesion of the hotel and stimulate the creativity of employees.

1. To strengthen spiritual and cultural construction, hotels must first establish a correct, rational and healthy concept. What employees pursue is not only an ideal job, but also a career and career with development. Only by truly attaching importance to human development, highlighting the idea of "people-oriented" in management and establishing a unique hotel culture can we really attract and retain talents. The concept of spiritual culture plays the most lasting role in the growth and development of hotels. A good spiritual and cultural layer is the intangible asset of the hotel. It can not only tap the potential of each employee and inspire the morale of employees, but also serve as a bond of unity and communication channel within the hotel. It brings the wisdom of the group, the spirit of cooperation and vigorous vitality.

2. Institutional culture is the various rules and regulations of the hotel and the ideas that these rules and regulations should follow. In any society or organization, the role of the system is irreplaceable. Hotel employees are bound by corporate culture, ethics and behavior norms, which enables employees to have self-control, realize internal self-management and self-restraint, cultivate employees' high work enthusiasm and sense of responsibility, and stimulate employees' heartfelt consciousness of implementing rules and regulations.

3. Material culture includes store capacity, hotel logo and cultural communication network. Strengthening the construction of hotel culture can also be carried out through these measures. For example, it is very important to implement humanized management and create a good working environment for employees.

With the rapid development of the national economy, the competition in the hotel industry is becoming increasingly fierce. It is an effective way for hotels to win in the competition to attach importance to humanization in business management and apply the concept of humanized management to employee management.

(D) improve the hotel's internal coordination

1, strengthen communication management. Department cooperation is based on communication. Without communication, people will fall into a state of mutual isolation, and it is impossible to form a tacit cooperation. Hotel communication includes communication between superiors and subordinates, communication between departments and communication between people within departments. We can promote internal communication in the hotel through various group activities, such as dining with service staff and setting up staff suggestion boxes, which are concrete ways to achieve effective internal communication.

2, the implementation of job rotation system. Hotels are labor-intensive enterprises, and the repetitive work of many positions is very large, which may easily lead to excessive fatigue or dull tendency of employees. Managers need to take job rotation to make effective adjustments. This will help to develop employees' potential working ability, break down barriers between different departments and lay a good foundation for cooperation.

3. Cultivate corporate culture. Corporate culture is the soul of an enterprise and the most important connotation and extension of corporate cohesion. The formation of hotel culture reflects the same value orientation of all hotel employees. On this basis, the hotel staff and departments will form a cooperative and United whole. A good hotel culture can enhance employees' willingness to serve customers from the heart. Consumers will not only accept this service and feel this corporate culture, but also enhance their sense of identity with the quality of hotel service.

Verb (abbreviation of verb) conclusion

Hotel management is still about people to a great extent. We have no right to ask our guests to do anything. We can only do our job well and infect our guests through their excellent work performance. Humanized management can make employees obey, be satisfied and perform well. In the humanized management of employees, strengthen the necessary human resources training, improve employees' work skills and make them more handy, thus reducing employees' ability and pressure to complete their work; Conduct more effective time management training; Strengthen the communication skills training of employees; Ensure the quality of life of employees; Improve the salary system, provide employees with competitive salary, and enhance their sense of security and stable employment psychology; Under special circumstances such as marriage, divorce, childbirth, death of spouse or close relatives, and moving, employees are given extra paid holidays, so that employees have no worries; Encourage employees to live a healthy lifestyle; Provide health care or health plan for employees, set up special health room and internal fitness center for employees to use free of charge, and equip full-time health instructors to supervise exercise plans and activities; Hotel managers should often visit employees to understand their needs and opinions.

In short, humanized management is a perceptual management model based on rationality, which is based on the perfection of system construction and strict management, the advanced stage of management and the sublimation of management concept. Without scientific and rigorous management, it cannot exist independently, let alone humanized management and humanized management. It requires managers to communicate with the managed people attentively and get to know each other, and requires managers to understand and use "heart" in management.