The Cognitive Study On Performance Evaluation Of The Star Hotels’ Service In Xiangtan City

The good performance of the service personnel can promote the realization of theeffective of the hotel overall, especially now the competitive becoming more andmore intense, the hotel as the service industry should pay more attention to theperformance management of the service personnel. Xiangtan city is not only theimportant city of the development in Hunan province, but also has its special culturaland natural resources, in the tourism booming era, the Stars Hotel in Xiangtan cityplays an important role to the development of the city, therefore, the discussing of theservice personnel performance management in the Stars Hotel of Xiangtan city canimprove the service efficiency and quality of work, can provide a strong guarantee tothe Stars Hotel development, and promote the development of Xiangtan city and itstourism.The research is on the basis of the related literature research at home and abroad,combined with the characteristics of the development of Xiangtan city and its StarsHotel, to research performance management of the service staff in Xiangtan city′sStars Hotel, in order to discover problems and put forward some correspondingimprovement measures. Study carried on the questionnaire survey to the servicepersonnel and managers in Stars Hotel, with249valid responses of the servicepersonnel, and with37valid responses of the managers, then using SPSS statisticsoftware to carry descriptive statistical analysis and correlation analysis with thecollected data, through the discussion and analysis, the following conclusions can bededuced:First,the gender, education level and the average monthly income of the servicepersonal,which with the satisfaction of performance management in the hotel ismore significant correlation, but the other attributes of the service personnel is not.Service personnel whether to involve in the formulation of the performance evaluationcontent, whether to clear the content of the performance evaluation, and whether tokown the results and other factors will have a greater impact on the satisfaction of theperformance management in the hotel.Second, the service personal and the manager hold general level on theperformance managerment of the stars hotel in xiangtan city, which have yet to befurther improved. Third, the programme of the performance evaluation in the xiangtan city`s starshotel is not reasonable, the evaluation result is not obvious, in terms of performancemanagement did not reach the designated position, and through the survey we foundthat the managemer of Xiangtan city`s Stars Hotel pay a little attention to theperformance management of the service personnel.Finally, to the present situation of the performance management of the servicepersonal in the Xiangtan city`s Stars Hotel, the research offer relevant proposal for itsfuture development, and prospect the future research.