High-end Hotel Employee Satisfaction Research

The high-end hotels include the five-star hotels listed by the tourism bureau andprospective five-star hotels as well as the hotels running above the standard. High-endhotels aim to provide customers with a luxurious environment and facilities, first-classproducts and services, bringing customers an unforgettable accommodationexperience. The value of the high-end hotel is reflected in the provision of servicesthrough its employees, at the same time employees’ attitude and behavior into theservice will have a major impact on customers’ satisfaction directly.With China’s tourism rapid development, China’s hotel industry has madeconsiderable progress. According to statistics, the number of five-star hotels hasreached651since the end of Mar,2012.However we had to face a harsh realitycoming together with rapid development of China’s hotel industry. At present, China’shotel industry employee turnover is high. As a labor-intensive industry, the hotelindustry’s competitiveness is influenced by the competition of human resources andtalent is becoming a key success factor of hotel industry to win the continuouscompetitiveness. The competitiveness of human resources is achieved by increasingthe value of human capital, thus contributing to the hotel the economic and socialbenefits to improve. Employees are the cornerstone of an enterprise. Thereforewhether they are satisfied or not will be a direct impact on the success or failure ofbusiness operations, but also determine the ability of the business stable andsustainable development. How to improve employee satisfaction, attract and retaintalent, and cultivate employees’ sense of belonging to the enterprise is becoming aproblem in front of the hotel manager.Take Sofitel Guangzhou Sunrich as an example, this paper conducts aquestionnaire survey to explore the high-end hotel employee satisfaction with variousaspects of the work itself, work return, work environment, interpersonal skills andleadership management. According to the questionnaire results of the analysis, thehigh-end hotels could increase the degree of employee satisfaction by improving theremuneration systerm, improve employee training system, the implementation ofhumane management and proceeding performance appraisal system. With theintegrity of these four aspects, the hotel could better attract and retain staff, improvethe competitiveness of human resources, as well as create a better economic andsocial benefit for the hotel，thus to get a positive development.