A Study On The Impact Of Employees' Job Rotation On Work Performance In High Star-level Hotels

Job rotation plays an important role in the hotel employees capacity development system of hotel industry.Against the backdrop that hotel industry is getting more and more competitive,labor cost is surging and requirements of customers for hotel services are increasingly diversified and individualized,capacity of employees and quality of services have a direct influence upon the operation performance and competitiveness of hotels.Therefore,hotel operators are exploring effective ways,which are more economical,to advance competence and service quality of their employees.Job rotation has long been considered to be an effective way to accomplish this goal and thus has been widely adopted.Many academics have conducted some researches on the effectiveness of job rotation but they still fail to reach an agreement.Some of them think that job rotation casts a positive impact on Job initiative and service quality of employees and help them perform well in teamwork thorough enriching their work experience,improving their work abilities and making jobs more challenging and attractive.While others hold an negative opinion on job rotation.Hence,it is both theoretically and practically significant to undertake an empirical research on the influence of job rotation on performance and attitude towards works of employees.Based on the Job Characteristics theory,this thesis studies the influence of job rotation upon job satisfaction,Job initiative,and service quality of hotel employees of high-ranking hotels.Employees from 6 five-star hotels,which have been in operation for some ten years,in Xiamen,Quanzhou and Fuzhou in Fujian Province are investigated in this study with questionnaires.The data based on 464 pieces of respondent answers collected are used to examine the concept mode and hypotheses made by the writer before.And three major results are presented herein:(1)The hotel employees' interest of Job rotation has an positive impact on their job satisfaction,Job initiative and service quality,which are not evidently affected by the frequency of job rotation;(2)Job satisfaction of hotel employees poses a remarkable positive effect on their Job initiative and service quality and so does Job initiative on service quality;(3)The job satisfaction of hotel employees play a intermediary role whichshows a positive impact between the hotel employees' interest of job rotation on their job enthusiasm and service quality;The job enthusiasm of hotel employees play a intermediary role which shows a positive impact between the hotel employees' interest of job rotation on their service quality;The job enthusiasm of hotel employees play a intermediary role which shows a positive impact between the job satisfaction of hotel employees on their service quality.According to the research results mentioned above,four suggestions for hotel operators are provided by the writer,(1)Have a thorough understanding of hotel employees and pay attention to their attitude towards job rotation.(2)Introduce an appropriate frequency of job rotation for employees.(3)Take correlation between jobs into account when job rotation is conducted.(4)Undertake an assessment of job rotation.