Research On The Building Of Hotel Training Management Structure At Primary Level

Nowadays, modern enterprises make a growing demand for framing and, consequently, the responsibilities and requirements of training mount up. For hotel industry, it is the definite case as well. As a labor-intensive service industry, a hotel provides a set of products centered on services; thus, service personnel at a hotel function as a key factor in its service quality, whose performance realize the product image for the industry. As competition on tourism market grows, the general manager and department managers are confronted with double challenges: the challenge to open up market and maintain stable customers as well as the challenge to improve service quality at the same time. How can a steady quality of service be kept? Does a decline in service quality arise from frontline personnel or from managers at primary level? Such questions always pose as a torturing puzzle to managers. Supervisors and captains, known as managers at primary level at a hotel, are the hub of organizational structure for a hotel and the executives and designers for a training scheme. Sometimes, the managers are totally worn out with such problems as low capability of training at primary level, the weakness both in service concept and awareness, the failure of on-the-spot supervision and the lack of managing capability. Very often, managers have to act as "firefighters" in their daily work, which greatly affects the performance of operation and management for their own responsibilities.Based on such a background, this paper selects its subject and conducts related research. In order to improve training capability at primary level, the author of this paper integrates relevant training theories with educational and training practice at hotels and, after analyzing certain misunderstandings existed in hotel training at primary level, draws some enlightenment for such training after relevant research, From these analysis and research, the paper tries to make its contribution to hotel training after the restructuring of tourism in Xiamen.The whole paper is composed of six chapters.Chapter one introduces research background and research content of this thesis.Chapter two introduces the overview of training of primary-level organizations of a hotel.Chapter three examines relevant training theories and their very enlightenment on hotel training. Chapter four analyzes the status quota of the training of primary-level organizations in Xiamen Hotel Industry and the problems existing in such training.Chapters five makes exploration on how to build the management structure of hotel training at primary level, with Mandarin Hotel as an example.Chapter six makes pertinent suggestions on hotel training after the restructuring of tourism occurred in Xiamen.