The Research Of Service Staff Performance Management In Hotel L

At present,the core competence of hospitality industry is the most important is the excellent service quality and service attitude,in order to realize enterprise strategic target,regardless of the star level all need to work in this area.As a result,more and more hotels begin to pay attention to the management of service personnel(including the front office staff,room service staff).which is a vital content service staff performance management.The Hotel L needs to consider the most important issue is how to establish a set of suitable for this enterprise,effective service personnel performance evaluation index system.This study using project management theory,human resources management theory,and the theory of performance management,USES the interview method and questionnaire analysis L hotel service personnel performance management present situation and existing problems,and aimed at problems service staff performance management system of the new scheme is put forward.The paper is divided into four parts.Firstly,this paper expounds the current research situation of performance management and the corresponding theoretical knowledge,and puts forward the technical route,research methods and research contents of this paper.Secondly,analyze the status quo of performance management of hotel service staff and point out six problems.Then,aiming at these problems,the performance evaluation index of service staff is determined by working method and expert evaluation method.By using analytic hierarchy process,the index weight is given to construct the performance evaluation index system of hotel service staff.Propose and implement the new performance management plan,apply the performance appraisal results to the salary and year-end bonus,salary grade assessment,promotion,training,etc.Finally,using the method of questionnaire investigation,interview and comparative analysis verify the validity of the content of this research,for L hotel staff evaluation of the implementation of the new performance management program,summed up the six advantages,less than five and four Suggestions for improvement.It is expected that this study will help L hotel and similar small and medium-sized enterprises to construct a scientific and effective performance evaluation index system for service personnel,which will help and draw lessons from it.