I
摘 要
随着人们生活水平的不断提高，酒店行业的发展突飞猛进，无论旅游住宿、
商务会议、各类宴会都会选择酒店作为活动的地点，尤其是软硬件更有优势的五
星级酒店，逐渐发挥出极具优势的地位。培训既能提高工作效率、缩减能力与期
望的差距、提升酒店的服务质量、增加更多的回头客人，又将给员工提升自我、
完善自己的空间，帮助员工个人有效的全方位发展。所以说，培训能够对五星级
酒店带来极其深远的意义。

随着沈阳市旅游业的迅速发展，尤其是 2013 年全运会的契机，五星级酒店要
想在众多的竞争市场中脱颖而出，独占鳌头，就必须重视及开展培训。

本论文主要了解了沈阳市三家五星级酒店员工的培训现状，指出了这三家五
星级酒店在员工培训方面存在的问题，并根据调查结果有针对性地提出了一系列
可行的解决方案及建议。具体来讲，本论文共包含五个部分：第一部分首先叙述
了本次研究的背景、目的、意义，然后对比了国内外五星级酒店员工培训的现状，
并借鉴了国外的一些先进的做法和理念进行了归纳和总结。第二部分阐述了相关
概念的界定及理论部分的综述。第三部分分析了沈阳市某三家五星级酒店的员工
培训现状。第四部分从重视程度、时间安排、培训内容、形式、手段等方面查找
出沈阳市五星级酒店员工培训存在的问题。第五部分针对存在的问题，给出切实
可能的对策与建议。

本文主要对沈阳市五星级酒店员工培训的现状及问题进行了研究与探讨，希
望对沈阳市五星级酒店的培训工作有所启示，促进酒店员工的全方位能力提升，
提高从业人员的整体素质和服务质量，从而完善客服务质量，提升客人满意度，
达到五星级酒店的从业目标。

关键词：沈阳市，五星级酒店，员工，培训Employee Training Analysis and Solution in
Fifth-star Hotel of Shenyang
Abstract
With the continuous improvement and development of living standards, the
development of the hotels industry make a huge of progress, regardless of tourist
accommodation, business meeting, banquets like to change hotel as the location of the
activity or event, especially the more advantage of hardware and software Fifth-stars
hotel, gradually play a very advantageous position and role. We can say, the hotel
training is the best fit point to promote the development of enterprises and improve the
personal ability. Training can improve the work efficiency, reduce the ability and
expectation gap, enhance the hotel’s service quality, and will give the staff to enhance
self, improve their own space, so as to improve the value. Therefore, training can bring
about far-reaching significance to the fifth-stars hotels.
With the rapid development of Shenyang tourism industry, especially the 2013
National Sports opportunity, if the hotel wants to be successful in this condition, first,
we must pay attention to training and development.
This paper mainly about the status of training staff of three fifth-star hotel in
Shenyang, points out the existing in staff training of the three Fifth-Stars Hotel, and
according to the investigation result ，it put forward a series of feasible solutions and
suggestions. Specifically, this paper has 5 parts. The first part is the background’s
definition, purpose, the present situation of domestic and international five Stars
Hotel staff training, and draw some advanced practices and ideas of foreign
countries. The second part compares meaning and related concepts and
summarizes. The third part analyzes some three fifth-stars hotel staff training in
Shenyang. The fourth part from the degree of attention, time arrangement, training
content, form, means, find out the problems existing in Shenyang, five Stars Hotel staff
training problems. The fifth part of the problems, countermeasures and suggestions are
given to the possible.
This paper studies mainly on Fifth-Stars Hotel Shenyang city employees training
status and problems, I hope to inspire Fifth-Stars Hotel Shenyang, training, promoting