Hotel Employee Satisfaction Research

Employee Satisfaction Degree is a reflection of the degree on employee satisfaction. It not only has a direct effect on the behavior of employees, but also has an indirect effect on customer satisfaction degree and customer loyalty. Hotel industry is one of the service trades. The value of the hotel products is reflected by employees' service, and whether the employees can treat customers with positive attitude and polite behavior, depends on their job satisfaction. However, as the statistics show, hotel is one of the enterprises, which have a high rate of employee drain, and the employee satisfaction degree is not so satisfying. Meanwhile, we are relatively lack of the researches from home and abroad on employee satisfaction degree and a quantized elevation model of ESD at present. Therefore, doing research on the factors influencing Hotel Employee Satisfaction Degree, elevating the current situation of HESD exactly and finding out effective solutions to improve it are of great importance, which are also the start of this thesis.Based on analyzing the importance of ESD, summarizing research findings about ESD from both home and abroad and outlining the relative concepts and referred theory about HESD, the thesis determines the evaluation factor system and the proportion of the factors and indexes in the system, by adopting the method of experts' consultation and AHP. Meanwhile, it also builds up the evaluation model by using the principles of Fuzzy Mathematics, and applies the model to the research of Nanjing's HESD. According to the results of the model's calculation, the thesis analyzes the whole status quo of Nanjing's HESD and the satisfaction circumstances of each evaluation factor and index. In the end, the thesis puts forwards some solutions and advice to improve the ESD in Nanjing's Star Hotels, such as designing reasonable compensation regulations, establishing integral training systems, paying much attention to the employees' career development planning, improving working conditions of the hotel employees, carrying out the hotel comprehensive quality control, adapting scientific leadership behavior and so on.