Study On High Loyalty Of Hotel Employee Based On Psychological Contract

Hotels, as labor-intensive service enterprises, it is crucial for the improvement of customer satisfaction and the survival and development of hotels that grass-roots workers work hard with maximizing their potential to seize the "Moment of Truth," when contacting with customers, and to improve the perceived service quality of customers. Recently the normal situation is that hotel staff slack in work, and work without enthusiasm, resulting in hotel services quality decline. Therefore, it becomes problem which need to be solved urgently that how to win the loyalty of employee on attitudes and behaviors.This thesis made a deep empirical research on the loyalty of hotel grass roots employees after the signing of a contract with hotel basing on the theory of psychological contract. This thesis systematically expounded the concept, value, impact factors of hotel employee loyalty, and also the contents, types, characteristics and effects of psychological contract, analyzed the psychological contract effect on employee loyalty. This thesis is of the opinion that main factors which affect employee loyalty to corporate are common vision, corporate culture, career development, work environment, performance-based salary and effective communication. This thesis applied questionnaire survey method to empirical research on the loyalty of hotel staff, and analyzed the survey data by using SPSS software. It found hotel waiter value more career development and work environment, and supervisors and foreman even more value pay equity; the loyalty of catering staff is significantly related to remuneration and career development, and Rooms departmental staff's loyalty has significant relationship with salaries and working conditions, and Front Office staff are loyal to their career development and effective communication are significantly related; therefore, hotels should fully consider the psychological needs of employees in different departments at different levels, and adopt targeted management methods to cultivate and improve employee loyalty.Through the empirical study on hotel grass roots employees, this thesis discussed the specific methods to foster and improve hotel employees loyalty based on common goal, career planning, performance pay, competency-based corporate culture, good working environment, and effective communication, etc., and has the opinion that cultivating and improving loyalty of staff should vary due to the different person, circumstances, time, and departments.In theory, this study is favorable for the further investigation and improvement of the study on loyalty of hotel employees, and in practice it is conducive to enhancing the effectiveness of hotel human resources management and improving hotel service quality. And the author hopes that the research result can trigger some thoughts and provide some reference on how to cultivate and improve employee loyalty for hotel industry.