摘 要 近年来，随着追求高品质生活的中产群体的增长，消费者对中端酒店的需 求将呈现爆发性增长。在客户需求、市场重视、投资涌入三驾马车的拉动下， 国内中端酒店未来五年将面临发展的黄金时机，预计可以实现 30%以上增长率。 酒店作为以提供住宿等服务为主的服务类企业，除了硬件设施的建设以外，进 行竞争最主要的就是高质量的服务，而酒店企业内为客户提供服务的直接参与 者就是员工，员工是企业生存发展的基石。如何能够科学地考核员工绩效，激 励员工敬业，最终实现企业战略目标，就成为酒店类企业最关心的问题之一。 实现酒店品牌在中国市场的战略目标，人力资源是企业赢得竞争优势的源泉， 绩效管理作为人力资源管理的核心环节，建立一个科学、合理、有效、客观、 公正的绩效管理体系已成为酒店业发展的当务之急。 本文运用了绩效管理相关理论知识，采取文献研究法、问卷调查法、工作 访谈方式调查了 F 酒店绩效管理的实际情况和存在的主要问题，并分析问题的 成因，结合 F 酒店的企业战略，运用平衡计分卡和 KPI 等方法，从完善绩效考 核流程、设定合理绩效考核目标，建立考核体系、绩效激励机制以及有效绩效 反馈机制，对 F 酒店的绩效管理体系进行全面优化，从而使其更具有操作性和 科学性，能更好的发挥绩效管理应有的效能。本文最后论述了优化后的绩效管 理体系运行保障措施，及面临的新问题、解决方案和预期效果，并最终实现与 企业的使命、核心价值观、前景以及战略融为一体的目的。本文的研究结果有 着良好的实际意义，F 酒店可以根据研究结果进行绩效管理的改进和优化，为经 营管理打下良好的基础，同时，希望借此为国内中档酒店的绩效管理提供理论 借鉴。 关键词：绩效管理，诊断，优化措施VII Table of Contents Abstract.......................................................................................................................IV 摘 要........................................................................................................................VI Table of Contents.......................................................................................................VII LIST OF TABLES ....................................................................................................... X 表目录........................................................................................................................XI List of Figures............................................................................................................XII 图目录.....................................................................................................................XIII Chapter I Introduction ............................................................................................... 1 1.1 Research Background and Research Significance ................................................. 1 1.2 The Framework of the Thesis and Its Main Content .............................................. 2 1.3 Research Ideas and Research Methods................................................................... 2 Chapter II Literature Review........................................................................................ 5 2.1 On the Origin of Performance Management and the Related Theoretical Foundation.................................................................................................................... 5 2.2The Meaning of Performance Management ............................................................ 9 2.3The Implications of Performance Evaluation........................................................ 10 2.4Multiple Performance Appraisal Methods............................................................. 10 2.5The Implications of Hotels' Performance Evaluation............................................ 13 2.6 The Research Status on the Theme both at Home and Abroad ............................ 14 Chapter III Current Situation of Hotel Performance Management ............................ 21 3.1 F Hotel Introduction ............................................................................................. 21 3.2 Analysis on the Current Situation of F Hotel Performance Appraisal.................. 25 Chapter IV A Diagnosis and Analysis on the Problems Existing in F Hotel’s Performance Management System ............................................................................. 28 4.1 F hotel performance management problem diagnosis tool design ....................... 28 4.2 Problems that Existing in F Hotel’s Performance Management ..........................34 4.3Analysis of the causes of F hotel performance management problems ................ 38 Chapter V F Hotel Performance Management System Optimization Plan And Implementation Guarantee ......................................................................................... 41 5.1Solutions for the Performance Management System ............................................ 41 5.2Adjustment of the Concept of Performance Management .................................... 42 5.3Links of Performance Objective Management...................................................... 42VIII 5.4Performance Appraisal Link.................................................................................. 45 5.5Performance appraisal feedback needs to be improved ........................................ 50 5.6Proper Use of the Result of Performance Appraisal.............................................. 50 5.7The Implementation of Hotel F’s Performance Management System ..................53 5.8The Guarantee Measures Adopted on the Problems.............................................. 54 Chapter VI The Research Conclusion and Expectations............................................ 60 6.1The Limitations of the Research............................................................................ 60 6.2Future Expectations ............................................................................................... 60 6.3The Significance of Promotion.............................................................................. 61 6.4The Insufficiencies of the Thesis........................................................................... 62 References .................................................................................................................. 63 附 件........................................................................................................................65IX 目 录 摘 要............................................................VI 目 录............................................................IX 表目录..........................................................XIII 图目录............................................................XV 1 绪论 ............................................................. 1 1.1 研究背景和研究意义 .......................................... 1 1.2 本文框架及主要内容 .......................................... 2 1.3 研究思路和研究方法 .......................................... 2 2 文献综述 ......................................................... 5 2.1 关于绩效管理的来源及相关理论基础 ............................ 5 2.2 绩效管理含义 ................................................ 9 2.3 绩效考核的涵义 ............................................. 10 2.4 多种绩效考评方法 ........................................... 10 2.5 酒店绩效考核涵义 ........................................... 13 2.6 国内外研究现状 ............................................. 14 3 酒店绩效管理现状 .............................................. 21 3.1 F F 酒店简介 ................................................ 21 3.2 F 酒店绩效考核现状分析 ..................................... 25 4 F 酒店绩效管理体系问题诊断分析 ................................. 28 4.1 F 酒店绩效管理问题诊断工具设计 ............................. 28 4.2 F 酒店绩效管理存在的问题 ................................... 34 4.3 F 酒店绩效管理问题产生的原因分析 ........................... 39 5 F 酒店绩效管理体系优化方案和实施保障 ........................... 42 5.1 绩效管理体系解决思路 ....................................... 42 5.2 绩效管理理念调整 ........................................... 43 5.3 绩效目标管理环节 ........................................... 43 5.4 绩效考核环节 ............................................... 46 5.5 绩效考核反馈需完善 ......................................... 51 5.6 合理运用绩效考核结果 ....................................... 51 5.7 F 酒店绩效管理体系实施 ..................................... 54 5.8 针对问题采取的保障措施 ..................................... 55 6 研究结论与展望 ................................................ 61 6.1 研究局限 ................................................... 61 6.2 未来展望 ................................................... 61 6.3 推广意义 ................................................... 62 6.4 论文不足之处 ............................................... 63 参考文献..........................................................64 附 件............................................................66X LIST OF TABLES Table 3-1Appraisal Criteria ................................................................................. 26 Table 4-1 Questionnaire Distribute and Recovery Statistics ............................... 29 Table 5-1 The Hotel’s General-Manager-Level Appraisal .................................. 48 Table 5-2 Appraisal to People in Charge of Departments ................................... 49 Table 5-3 Appraisal to the Hotel’s Employees Post ：hotel receptionist........... 50 Table 5-4 Ratings for the Appraisal of the Hotel’s Employees ........................... 50XI 表目录 Table3-1 考核标准 .............................................................................................. 24 Table4-1 问卷发放及回收统计表 ...................................................................... 27 Table5-1 酒店总经理级考核 .............................................................................. 45 Table5-2 部门负责人考核 .................................................................................. 46 Table5-3 酒店员工考核 ...................................................................................... 47 Table5-4 酒店员工考核等级 .............................................................................. 47XII List of Figures Figure 3-1F Hotel Organizational Structure Figure ............................................ 22 Figure 4-1 Understanding Degree of Personal Objectives .................................. 30 Figure 4-2 Problems Existing in the Performance Appraisal .............................. 31 Figure 4-3 Analysis of Interview Data ................................................................ 33 Figure 5-1 Objective Decomposition .................................................................. 44 Figure 5-2 SMART Principle Figure ................................................................... 46XIII 图目录 图 3-1 F 酒店组织架构图..................................................................................22 图 4-1 对个人目标的了解程度........................................................................30 图 4-2 绩效评估存在的问题............................................................................31 图 4-3 访谈数据分析........................................................................................33 图 5-1 目标分解................................................................................................44 图 5-2 SMART 原则图