A Study On Influencing Factors And Countermeasures Of Staff Job Burnout In Holiday Inn Hefei

Since the beginning of21century, along with the development of Chinese economy, all works of life face with great pressure, which results in the serious decrease in sense of job security. If a staff cannot relieve the long-term pressure from environment, organization, he will have the sense of "Job Burnout", which will not only affect his physical and psychology health, but also will reduce his work efficiency. Hospitality staffs are the link between hotel and guests. The process and performance of their service directly decide not only service quality and hotel image but also the success and lose of hotel business. In the modern economic society, hospitality has become the industry with increasing number of staff, high working intensity, and high turnover ratio. Along with the increase of comprehensiveness, complexity and competition in hotel industry, staff gradually become burnout, lose hospitality and efficiency in work, which has led to the increasing turnover and difficult situation in human resource market of hotel industry. Therefore, hotel industry has begun to pay more attention to the phenomenon of "job burnout". There have been rich theoretical research results on "job burnout" both at home and abroad. But most of the researches focus on the industry of nursing, teaching and media. The studies on hotel industry are rare, especially takes a certain hotel as study case to analyze "job burnout", which will be the focus of this paper.Based on home and abroad theoretical research results, the author of this paper chooses Holiday Inn Hefei which is the hotel the author has worked in for more than10years as object of study to analyze the status quo and reasons of staff "job burnout" through questionnaire and interview, and then bring about corresponding countermeasures. The study shows that "job burnout" exists in the staff of Holiday Inn Hefei and the reasons result in "job burnout" are different between staff of different ranks and positions. The study is composed of by6parts. The first part introduces research purpose, significance, structure and methods. The second part describes the literature review which summarizes the concept, dimensions, features of job burnout and the research trend both at home and abroad. The third part introduces the basic situation of Holiday Inn Hefei and analyzes the status of hotel’s customer satisfaction, staff satisfaction and turnover. The fourth part explains research methods taken to get the reasons which lead to job burnout. The author makes use of MBI-HSS scale to design the questionnaire and then input all the answers into the software-SPSS to get the reasons. The fifth part focuses on the research result and analyzes the detailed reasons which results in job burnout and then put forward corresponding countermeasures to help relieve the situation of "job burnout" in Holiday Inn Hefei. The last part is mainly to review the whole paper and points out the innovations and shortcomings.