郑州 H 商务酒店坐落于河南省省会郑州市。郑州地处中国地理中心，是全国 重要的铁路、电力等主要枢纽城市。近年来，定位于国际航空物流中心、国际化 陆港城市的郑州航空港经济综合实验区、中国(郑州)跨境电子商务综合试验区和 河南自贸区等国家发展战略规划相继落户郑州为郑州商务酒店提供了发展的沃 土。 本论文共六个章节。以郑州 H 商务酒店为例，通过具体全面的调查研究，以 该酒店员工工作积极性不高、工作懈怠问题为切入点，详细分析了酒店在员工业 务培训组织、激励机制和职业发展等人力资源管理方面存在的问题，并针对这些 主要问题提出了相应的建议和解决方案，为商务酒店未来发展探索建立了一套系 统的人力资源管理体系。 本论文的研究对郑州 H 商务酒店提升人力资源管理水平走出发展困境具有 重要的实践指导意义，也为河南其它同类商务型酒店的管理工作提供了一定的借 鉴作用，对促进郑州乃至河南商务酒店服务水平的提升具有现实意义。 关键词：商务型酒店,人力资源管理,业务培训,激励机制,职业发展II Abstract H business hotel Zhengzhou is located in Zhengzhou, capital of He Nan province.Zhengzhou, located in the geographical center of China, is an important railway, power and other major hub cities.In recent years, Zhengzhou airport economic comprehensive experimental zone, China (Zhengzhou) cross-border e-commerce comprehensive experimental zone and He Nan free trade zone, which are located in the international aviation logistics center, an international land port city, have settled in Zhengzhou successively, providing a fertile soil for the development of Zhengzhou business hotel. This paper consists of six chapters.H business hotel in Zhengzhou as an example, through the comprehensive investigation and study, work in the hotel staff's work enthusiasm is not high, slack problem as the breakthrough point, analyzes the hotel business in staff training organizations, career development and incentive mechanism of human resource management problems, and puts forward corresponding Suggestions to solve these main problems and solutions, to explore business hotel in the future development to establish a set of system of human resource management system. The research of this paper has important practical guiding significance for Zhengzhou H business hotel to improve its human resource management level and get out of the development dilemma. It also provides certain reference for other similar business hotel management in He Nan and has practical significance for promoting the service level of Zhengzhou and even He Nan business hotel. Keywords: business hotel,human resource,management business training,incentive mechanism,career developmentIII 目 录 1.绪论 .............................................................1 1.1 研究背景.....................................................1 1.2 研究的目的和意义.............................................1 1.3 国内外研究现状...............................................2 1.3.1 国内研究动态 ...........................................2 1.3.2 国外研究动态 ...........................................4 1.3.3 文献评述 ...............................................5 1.4 研究内容和技术路线...........................................5 1.5 研究方法.....................................................6 1.6 创新点.......................................................7 2.酒店人力资源管理概述 .............................................8 2.1 研究理论.....................................................8 2.1.1 期望激励理论 ...........................................8 2.1.2 公平理论 ...............................................8 2.1.3 贝尼斯定理 .............................................9 2.1.4 领导守则和三支柱理论 ...................................9 2.1.5“职业锚”理论.........................................10 2.2 人力资源管理内涵............................................10 2.3 酒店人力资源内容与原则......................................10 2.4 商务型酒店人力资源管理的特点................................12 3.郑州 H 商务酒店人力资源管理现状 ..................................14 3.1 郑州 H 酒店现状介绍..........................................14 3.1.1 酒店组织架构 ..........................................14 3.1.2 酒店业务情况 ..........................................14 3.2 郑州 H 酒店人力资源管理现状调查..............................15 3.2.1 问卷设计及实施 ........................................15 3.2.2 员工访谈 ..............................................16 3.2.3 酒店人力资源状况 ......................................17 3.3 本章小结....................................................19 4.郑州 H 商务酒店人力资源管理测评 ..................................21 4.1 影响员工激励的因素解析......................................21IV 4.1.1 员工工作懈怠问题分析 ..................................21 4.1.2 样本信度分析 ..........................................22 4.1.3 样本效度分析 ..........................................23 4.1.4 完善奖励机制 ..........................................26 4.2 影响员工培训问题分析........................................26 4.2.1 员工问卷调查表 ........................................26 4.2.2 员工培训技能及渠道单一 ................................28 4.2.3 培训时间不稳定 ........................................30 4.3 员工职业发展问题分析........................................30 4.3.1 内部因素评价矩阵（IFE）制定与分析 .....................31 4.3.2 员工职业发展渠道及晋升机制不明确 ......................33 4.4 本章小结....................................................34 5.郑州 H 商务酒店人力资源管理建议 ..................................35 5.1 商务酒店人力资源管理原则....................................35 5.2 员工激励方面................................................36 5.2.1 创建公平和谐的工作环境 ................................36 5.2.2 调整构建合理的薪酬结构 ................................37 5.2.3 依据年龄段分别实施非经济激励 ..........................38 5.3 员工培训方面................................................40 5.3.1 明确培训对象丰富培训方式 ..............................40 5.3.2 建立青年员工研修班培训模式 ............................43 5.4 员工职业发展方面............................................45 5.4.1 制定员工晋升乘法表....................................46 5.4.2 制定员工多渠道职业发展规划............................47 5.4.3 储备人才促进商务酒店连锁化发展........................49 6.结论与展望 ......................................................53 6.1 结论........................................................53 6.2 展望........................................................54