Influencing Factors Of Hotel Employee Personalized Service

In recent years,personalized service has become the focus of the hotel industry.In order to perfect the personalized service,most of the high-end star hotels are continuously learning and improving their corporate culture and system,enhancing their training efforts.However,there are still existing variety of problems,such as,employee's lack of personalized service consciousness,hotel's lack of personalized service talents,and the lack of emotion for guest service and so on,which lead to employees' inability to provide personalized services for guests.Hereby,one of the core subjects in the hotel management operations is how to influence the employees to provide quality personalized service to guests proactively.Most of the existing researches on personalized service are the exploration of its concept,status and management strategy,and there are few researches on the influencing factors of personalized service for hotel employee.This paper uses case study method,takes the international brand hotel The Ritz-Carlton,Shenzhen as exploratory-study case and local brand hotel Bishuiwan Hot Spring Resort Hotel in Guangzhou as confirmatory-study case,to collect data in the form of semi-structured interviews through conducting in-depth interviews with managers and front-line employees from different departments.Through the interview,about 22 hours of recorded data were obtained and converted into nearly300,000 words of text data as primary data.According to the theory of planned behavior,an individual's behavior is determined by his behavioral intention,which is determined by three aspects: attitude toward the behavior(“will”),subjective norm(“should”)and perceived behavioral control(“can”).By collecting and sorting out the data,analyzing the interview contents and secondary data,the author extracts and summarizes the data layer by layer by means of coding,and finally obtains 14 factors that affect the personalized service provided by hotel employees,and forms the corresponding influencing factor model.Among them,(1)factors such as “Personality of the employees”,“Personalized experience created by the hotel for the employee”,“Hotel motivation system”,“Positive feedback from the guests” will stimulate the hotel employee to “be willing” to provide personalized service to the guests;(2)factors such as “Corporate culture training and guidance”, “Organizational climate”,“Exemplary behavior of leaders”,“Performance assessment targeted at personalized service”,“Supervision from leadership”,“Face needs of employees”will standardize the hotel employee think they “should”provide personalized service to guests;(3)factors such as“Personalized service skills training provided by the hotel”,“Organizational support provided by the hotel”,“Open communication environment within the hotel” and“Comprehensive guest stay history data” will inspire the hotel employees to “be able” to provide personalized services to the guests.According to the influencing factors,the author proposes a series of targeted improvement strategies and suggestions for the practical community based on various influencing factors to provide references for the practical hotel operations,puts forward the shortcomings of this paper and introduces the future research direction.