Hotel Internal Conflict Management Research

Because conflicts are common in the organization, the conflict management has been an important subject in the current management research. This paper selects conflict management in high-star hotel as research subjects, which is the representative existing in hotel industry, and does deep research by literature review and survey analysis.At first, literature review of this paper systematically introduces the concept of conflicts and conflict management and summarizes the current research in the angle of management levels, management strategies and factors.Secondly, this paper analyses the current situation of conflict management in hotel industry through survey research. It is found that the frequency of conflict within the hotel is very high, especially the conflicts between different departments. There are five main causes of conflict within the hotel:interpersonal relations, benefits, changes, goals and management.Thirdly, by use of factor analysis, this paper studies the influent factors of conflict management within hotels. The results indicate that personality, management, conflict situation, management experience and management culture within the hotel are main influence of the hotel's internal conflict management. By analyzing the hotel's internal conflict management inventory, it shows that cooperation is the most common strategy used to deal with conflicts. By the deep research, the higher educated we are, the more inclined to resort to cooperation.Finally, this paper argues that the implementation process of conflict should be complied throughout the process of conflict management. That is, in every period and stage the hotel managers should make corresponding measures to realize whole process management of conflicts in the internal hotel.