摘要
摘 要
随着人们消费结构的逐渐升级，酒店行业的发展进入到了实现高质量发展的
一个重要时期，要用更高的标准来要求酒店的产品和服务，把人力资源作为驱动
酒店发展的重要资源，其质量决定了酒店是否具有充足的发展动力。在提供同质
化产品的趋势下，只有通过提供差异化服务来获取竞争优势，因此，培养一批专
业化的中层管理人员团队是提供优质服务的重要条件。
S酒店因其品牌受到消费者的广泛认可，维护品牌形象，巩固品牌地位是 S
酒店应该关注的重点，消费者通过服务可以直观地对酒店品牌进行了解，因此 S
酒店应高度重视培训带来的积极作用，将员工进行分层培训的重要意义就在于可
以提升培训的针对性，而保持酒店竞争力的关键就是开展对中层管理人员的培训。
本文以 S酒店中层管理人员为研究对象，运用了文献研究法、问卷调查法和
访谈法对其培训中存在的问题进行研究，利用培训相关概念和理论对 S酒店中层
管理人员培训现状进行梳理并提出对策建议。首先，对培训需求分析、培训计划
制定、培训计划实施和培训效果评估的调查运用了问卷调查与访谈相结合的方法，
通过对 S酒店中层管理人员的培训现状进行调查，发现 S酒店中层管理人员培
训存在以下问题：培训需求分析不充分，培训计划制定不科学，培训实施细节落
实不到位以及培训评估流于形式的问题。其次，根据人力资本理论，旨在把 S
酒店建立成为学习型组织，利用培训需求分析理论、柯氏四级评估理论和岗位胜
任力模型对 S酒店中层管理人员的培训提出以下对策建议：加强中层管理人员培
训需求分析，制定科学的中层管理人员培训计划，规范中层管理人员培训计划实
施，以及完善中层管理人员培训效果评估。最后，提出组织保障措施、制度保障
措施和资源保障措施以确保中层管理人员的培训得以顺利实施。旨在通过本文的
研究为 S酒店中层管理人员培训的开展提供参考，建立起一支具有较高专业水平
的中层管理人员队伍，提升 S酒店的竞争力。
关键词：S酒店；中层管理人员；培训流程；培训对策
I

Abstract
Abstract
With the gradual upgrading of people's consumption structure, the development
of the hotel industry has entered an important period to achieve high-quality
development, which has put forward higher requirements for the hotel's products and
services. Human resources, as an important resource to drive the development of the
hotel, its quality determines whether the hotel has sufficient development power. In
the trend of providing homogeneous products, only through differential service to
obtain competitive advantage, therefore, training a group of professional middle
management team is an important condition to provide quality service.
S hotel because of its brand is widely recognized by consumers, to maintain the
brand image, to consolidate brand position is key point of S hotel , consumer through
service can intuitively feel S hotel culture, therefore, S hotel should attach great
importance to the positive effects brought by training, according to the different staff
to open the corresponding training can greatly improve the effect of training, Because
of the importance of their position in middle management, training for them is crucial
for the hotel to maintain an advantageous position in many competitors.
In this paper, literature research method, questionnaire survey method and
interview method are used to study the middle management personnel of S hotel, and
relevant concepts and theories of training are used to sort out the training status of
middle management personnel of S hotel and put forward countermeasures and
suggestions.First of all, the investigation method combining questionnaire and
interview is used to understand the training status of middle management personnel in
S hotel from four aspects of training demand analysis, training plan formulation,
training plan implementation and training effect evaluation. The following problems
are found in the training of middle management personnel in S hotel: Inadequate
analysis of training needs, unscientific development of training plans, inadequate
implementation of training details and training evaluation as a mere
II

Abstract
formality.Secondly, according to the human capital theory, aiming to build S hotel
into a learning organization, the following countermeasures and suggestions are put
forward for the training of middle management personnel of S hotel by using the
training demand analysis theory, Kirkpatrick Model and Competency model ，
Strengthen the analysis of middle management training needs, formulate scientific
middle management training plan, standardize the implementation of middle
management training plan, and improve the evaluation of middle management
training effect.Finally, organizational guarantee measures, system guarantee measures
and resource guarantee measures are put forward to ensure the smooth
implementation of middle management training. The purpose of this study is to
provide reference for the development of middle management personnel training of S
hotel, establish a team of middle management personnel with high professional level,
and improve the competitiveness of S hotel.
Key words:S hotel;Middle management personnel;Training process;Training
countermeasures
III
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