随着中国经济的快速发展，各类型酒店在国内迅速扩张，酒店之间的竞争愈演愈烈。 这不仅反映在酒店对生意的争夺上，同时也反映了酒店人才供不 应求的现状。S 酒店是 一家有逾三十年历史的五星级酒店，近年来受酒店行业外部市场环境以及内部员工薪资 问题与员工个人发展等影响，S 酒店员工工作积极性低，员工整体 敬业度偏低。因此， 如何采取有效措施以系统地提升 S 酒店的员工敬业度成为迫切需要解决的问题。 本研究在员工敬业度理论以及国内外员工敬业度相关研究的基础上，采用定 性与定 量相结合的研究方法对 S 酒店的员工敬业度的状况进行了研究，根据访谈和问卷调查研 究，发现 S 酒店的人力资源管理存在以下问题：（1）激励机制不完善；（2）员 工发展 和培训管理体系待加强；（3）绩效管理待改进；（4）员工工作生活不平衡。根据以上 问题，本研究针对提升 S 酒店员工敬业度提出以下对策与建议:（1）建立完善的激 励机 制；（2）完善员工发展和培训管理体系；（3）改进绩效管理；（4）促进员工的工作 生活平衡。 本文的相关研究对于处于变革时期的老牌国际品牌酒店的员工敬业度提升 具有一 定参考意义，同时对酒店行业员工敬业度提升也具有一定实用价值。 关键词：酒店行业；人力资源管理；员工敬业度II Abstract With the rapid development of China's economy and the rapid expansion of various types of hotels in the country, competition between hotels has intensified. This is not only reflected in the hotel's competition for business, but also the shortage of hotel talent. S Hotel is an international brand five-star hotel with a history of more than 30 years. In recent years, due to the external market environment of the hotel industry, internal staff salary issues, and personal development, S Hotel employees have low motivation and low overall employee engagement. Therefore, how to take effective measures to systematically improve the employee engagement of S Hotel has become an urgent issue. Based on the theory of employee engagement and related research on employee engagement at home and abroad, this study uses a combination of qualitative and quantitative research methods to study the status of employee engagement in S hotel. According to interviews and questionnaires, it is found S Hotel's human resource management has the following problems: (1) imperfect incentive mechanism; (2) employee development and training management system to be strengthened; (3) performance management to be improved; (4) employee work-life imbalance. Based on the above issues, this study proposes the following countermeasures and suggestions for improving the engagement of S hotel employees: (1) Establish a complete incentive mechanism; (2) Improve employee development and training management systems; (3) Improve performance management; (4) Work-life balance of employees. The related research in this article has certain reference significance for the improvement of employee engagement in established international brand hotels in a period of change, and it also has certain practical value for the improvement of employee engagement in the hotel industry. Key Words： Hospitality/Human Resources Management/Associate engagementIII 目 录 摘 要...........................................................................................................................................I Abstract ..................................................................................................................................... II 图目 录.......................................................................................................................................V 表目 录......................................................................................................................................VI 第一章 绪 论..............................................................................................................................1 1.1 研究背景与意义 ............................................................................................................. 1 1.1.1 研究的背 景............................................................................................................... 1 1.1.2 研究的意 义............................................................................................................... 1 1.2 文献综述 ......................................................................................................................... 2 1.2.1 员工敬业度的概念与结构测 量............................................................................... 2 1.2.2 员工敬业度研究的理论基 础................................................................................... 6 1.2.3 员工敬业度的影响因 素........................................................................................... 8 1.3 研究目标与研究过程 ................................................................................................... 10 1.3.1 研究目 标................................................................................................................. 10 1.3.2 研究内 容................................................................................................................. 10 1.3.3 研究方 法................................................................................................................. 11 1.3.4 研究过 程................................................................................................................. 11 第二章 S 酒店人力资源管理的现 状.....................................................................................13 2.1 S 酒店简介 ..................................................................................................................... 13 2.2 S 酒店组织结构与人员概况 ......................................................................................... 13 2.2.1 S 酒店组织结 构....................................................................................................... 13 2.2.2 S 酒店人员概 况....................................................................................................... 15 2.3 S 酒店人力资源管理发展 ............................................................................................. 18 2.4 本章小结 ....................................................................................................................... 23 第三章 S 酒店员工敬业度影响因素分 析.............................................................................24 3.1 S 酒店员工敬业度现状的访谈分析 ............................................................................. 24 3.1.1 S 酒店员工敬业度访谈提纲设 计........................................................................... 24 3.1.2 S 酒店员工敬业度现状访谈的实 施....................................................................... 25 3.1.3 S 酒店员工敬业度现状访谈的结果分 析............................................................... 25IV 3.2 S 酒店员工敬业度现状的问卷调查分析 ..................................................................... 28 3.2.1 问卷调查设 计......................................................................................................... 28 3.2.2 问卷调查实 施......................................................................................................... 31 3.2.3 调查结果与分 析..................................................................................................... 32 3.3 S 酒店员工敬业度影响因素的原因分析 ..................................................................... 37 3.4 本章小结 ....................................................................................................................... 41 第四章 S 酒店员工敬业度提升对 策.....................................................................................42 4.1 建立完善的激励机制 ................................................................................................... 42 4.2 完善人才发展与培训管理体系 ................................................................................... 46 4.3 改进绩效管理 ........................