The Study On Hotel Employee Satisfaction Based On Internal Marketing

In the past decade, China's hotel industry has experienced an unprecedented period of rapid growth with its growth rate and the numbers both ranking first in Asia region. And it's getting booming after the opening of 2008 Beijing Olympic Games, 2010 Shanghai World Expo and 2010 Guangzhou Asian Games.However, as one of the highest job-hopping industries, the hotel still remains the high staff turnover, with 45% of Chinese hotels being impacted on hotel profit. Therefore, how to attract and retain the hotel staff, arouse their enthusiasm for working, and stimulate their initiative and creativity have become one of the major tasks in the hotel industryCompare to IT companies focusing on technology innovation and manufacturing focusing on reducing the cost, the hotel's success ultimately depends on customer satisfaction. As a "new way of human resource management"--internal marketing begin to receive more and more attentions between academic and business.This paper attempts to make a point of marketing view on how human resources management in the hotel effectively meet employee needs and achieve employee satisfaction with marketing concepts, technologies and methods. Refer to the external marketing management theory, the writer proposed internal marketing framework to meet the hotel staff satisfaction based on the internal marketing process, that is: Establishment of a service culture; Development of a marketing approach to human resource management; Dissemination of marketing information to employees; Implementation of a reward and recognition system.In basis of the theoretical analysis, the writer selected three hotel samples and allocated the questionnaires to investigate the employee satisfaction as well as interview with the hotel human resources director, and then found the key factors that influenced employee satisfaction, finally created the measures to meet the employee satisfaction.