摘 要
随着酒店行业发展的日趋成熟、硬件标配水平的日趋接近，员工的服务与素质
等软件成为酒店间竞争的重要因素。酒店行业特别是经济型酒店普遍面临基层员工
整体素质偏低、人员流动性大等问题，因此如何对基层员工进行行之有效的培训成
为酒店行业面临的共同难题，本文以 YZ 酒店建立科学、实用的基层员工培训方案
为研究内容，以需求层次理论、学习型组织理论以及培训效果评估四层次理论为指
导，采用了案例研究法、理论研究法、文献研究法、问卷调查法等研究方法。本文
首先介绍了 YZ 酒店及基层员工概况，查找基层员工培训存在的主要问题并进行原
因分析，然后，在此基础上提出了解决对策与 YZ 酒店基层员工培训的优化方案设
计，由新入职员工与在职员工培训两个部分组成，最后，从酒店整体系统性角度，
提出各种培训方案实施保障措施的建立。本文认为，酒店业属于人员密集型行业，
应重视人力资源的管理，应树立以人为本的管理理念。建立科学系统性的培训体系，
能保障培训工作可持续性健康发展，能使培训成果做到最大程度的有效转化。
通过对 YZ 酒店基层员工培训工作的研究，在一定程度上有利于改进、完善和
提升 YZ 基层员工的培训工作，有助于提升酒店的服务质量，增强酒店的核心竞争
力，同时，还可以挖掘基层员工的潜在能力，提高工作效率，提升员工自身的价值，
促进员工的全面发展。另外，本文提出的培训方案及保障措施，对酒店行业的培训
工作也具有借鉴意义。
关键字：酒店 基层员工 员工培训
ABSTRACT
With the maturational development of hotel industry and the standard facilities are
very closed, Hotel’s software such as staff's service and quality has become the key
factors of competition among hotels . It’s a universal phenomenon that the hotel
industry is faced with a lot of problems of first-line staff 's overall low quality, high
mobility and so on, especially in economical hotels. So how to conduct training for
first-line staff effectively becomes the common problem of the hotel industry. on the
basis of these theories of hierarchy of needs, learning organization and evaluation of the
training effectiveness, the paper take the establishment of scientific and practical training
scheme for YZ hotel as the research content. And adopt the research methods such as
case study, theoretical research, literature search, questionnaire survey and so on. Firstly,
it gives a summary to YZ hotel and its first-line employees, looking for the main
problems and the reasons of current training for first-line employees. Then, based on the
previous analysis, it put forward the countermeasures and the prioritization scheme of the
YZ hotel training, including two parts, that is training for new staff and staff on duty.
Finally, from the point of hotel organization systematicness, it raises the establishment of
kinds of safeguard mechanism for training scheme. This article considers that hotel
industry belongs to people intensive industry and it should put emphasis on human
resource management and establish the people foremost management philosophy.
Establishment of scientific training system may ensure the training work develop
continuously and healthfully and make the training results effective transformation to the
greatest extent.
through the research on training work for first-line employees of YZ hotel, It is
benefit to improve, perfect and promote the employees’ training level and raise the
service quality and strengthen the hotel's core competitiveness to some extent. in the
meanwhile, it will help exploit staff’s potential energy , increase working efficiency,
advance staff’s self value and promote the all-round development of employees. In
addition, the training scheme and safeguard mechanism in this text have some meaning
for other hotel which may use it as reference in first-line employees' training.
KEYWORDS: hotel first-line employee employee training