摘要:本文以酒店人才管理和双因素理论相关文献的研究为切入点，从酒店人才流失的特征、个人利弊、酒店利弊、影响酒店人才流失的因素等方面分析酒店人才流失现象。结合对我国目前酒店人才管理存在问题的分析，探讨如何针对酒店人才流失的问题提出解决方法，从而降低酒店服务质量的不可控性。酒店行业的竞争日趋激烈，为了防止酒店人才的过分流失，必须对流失现象进行研究和分析。因此，如何有效控制酒店人才的流失、留住酒店人才，成为了每个酒店发展和取得成功的关键要素之一，应予以重视并采取有效措施。

关键词: 酒店，服务质量，人才，管理

Abstract:In this paper, the study of hotel human resources management and the literature of the two-factor theory as a starting point. Through the analysis of the personnel characteristics, personal pros and cons, hotel pros and cons, the influence Hotels brain drain factors, as well as the measure of the demand for qualified personnel in the hotel and hotel management, combined with analysis of the China Hotel talent management problems, explore the reasons for the loss of hotel personnel and Countermeasures, thereby reducing the quality of hotel services controllability. With the continued development and growth of China's market economy, especially the rapid development of tertiary industry, and tourism is an indispensable part of the tertiary industry. One can imagine that the hotel industry, competition is increasingly fierce.Therefore, how to effectively control the loss of the hotel personnel, to retain the hotel personnel. Each hotel development and the success of one of the key elements should take it seriously and take effective measures.

Key Words：Hotel, Quality of Service，Management, Personnel，Countermeasures

　　　现代酒店都有这样的意识：“没有满意的员工就没有满意的顾客”、“有了一流素质的服务人员，酒店才会有一流的服务和文化”。因此，如何有效控制酒店人才的流失、留住酒店人才，成为了每个酒店发展和取得成功的关键要素之一，应予以重视并采取有效措施。

酒店人才流失的原因各种各样，酒店管理者在管理过程中必须注意细节问题，因为有可能优秀人才会就某些方面的细节而对酒店产生不满，如果管理者没有及时发现员工的心理变化并做出适当的解决措施或激励政策，很容易就会造成酒店优秀人才流失，使服务质量有所下降，严重影响酒店的经济效益和生意，为酒店带来无可预料的后果。酒店可通过调整薪酬结果、为员工制订生涯规划、重视员工培训、提高员工满意度等手段，把整个人才队伍变成一个充满活力、激情、积极向上的团队，这样才能充分发挥员工的潜能，才能留住优秀人才。同时也是增强酒店的综合竞争力和取得长远效益的重要保证。