Research On The Emotional Work Management Of S Hotel Employees From The Perspective Of Organizational Support Perception

In recent years, with the rapid development of China's economy, the prosperity of various tourism forms and the increase of business contacts between enterprises, the hospitality industry has been greatly developed. However, since the government's "Eight Rules" was promulgated, the number of customers of hotels has enormously reduced than the past. The hotels suffer a lot from the big competition during the off season. Under this situation, the hotels now pay more attention to the influence of service quality on their sustainable development. In hotels, besides the intellectual work and physical work, emotion work is another important form of work while the staff is on duty. According to the conclusions of previous research, the mode of staffs'emotion work will have large effects on hotel service quality and customer satisfaction, thus cause huge impact on the hotel operating results. In order to do the research from the organizational point of view, this paper introduced the antecedent of Perceived Organizational Support (POS for short).Firstly, this paper had a review on the references of POS and Emotion Work to build the base for the study. Then this paper chose S Hotel as the study case, and delivered a questionnaire survey on POS and Emotion Work to the staff. The results of the survey show that the staff in S Hotel emotional work tended to adopt the surface acting while they were performing emotion work. At the same time, the staff perceived low organizational support in dimensions of work support, value recognition and interests concern. By using SPSS software, we analyzed the survey data and found the theoretical basis of developing the proposal, namely that there is a positive correlation between the POS and deep acting, and there is no obvious correlation between the POS and surface acting.Based on the analysis of the data, this paper puts forward a proposal for the staff in S Hotel on Emotion Work management from the viewpoint of POS, following the relevant, economical and feasible principle. In the proposal this paper suggests that S Hotel need to improve the perception of work support dimension by building an open corporate culture and establishing a fair and reasonable work system; improve the perception of value recognition dimensions by establishing "high commitment"human resource management mechanism and improving the enterprise performance assessment mechanism; improve the perception of interests concern dimension by developing a competitive salary & remuneration system and caring about the individual interests. This paper can help S Hotel understand the present situation of the staff emotion work and the degree of POS. S Hotel can help the staff manage and enhance the performance of emotion work and make them to transfer from surface acting to deep acting by correctly provide effective POS to the staff. It can also cut down the negative effects caused by surface acting, so as to enhance the work performance of the hotel. The research achievements can also help other hotels with similar problems as a reference. It could provide some reasonable suggestions to some hotels and provide more important management strategies for hotel human resource management.