前不久，广州文化东方酒店在网站上公布大型专场招聘会的信息，吸引了不少有一到两年工作经历的年轻酒店服务人员到场应聘。实际上，类似的新酒店招聘会从去年至今年以来已在广州举办了多场，酒店在开业筹备期，他们需要聘用一批有经验的一线服务人员，他们对酒店服务业充满热情，并甘于为酒店事业而奋斗。

Not long ago,Guangzhou Oriental hotel published on the web (casc) large information,To attract a lot of one to two years work experience of young hotel service personnel to apply for.In fact,Similar new hotel job fair from last year to since this year already in guangzhou held many field,Hotel opened in the preparatory period,They need to hire a group of experienced a line service personnel,They to hotel service industry is full of enthusiasm,And be willing to fight for the hotel industry.

　　但是事实远比预想来得残酷。一位距开业不到一年的酒店人力资源主管告诉记者，开业时招来的服务人员有不少已经跳至别家酒店，有的甚至离开了酒店业。随着酒店数量的增多，酒店业服务人员的流动率和辞职率也日益增大。这种现象反映了什么问题？背后有哪些隐忧？

But the fact is far more cruel than expected.A distance practice is less than a year of hotel human resources director told reporters,When practice recruit of service personnel have many have to jump to another hotel,Some even left the hotel industry.With the increase of the number,Hotel staff turnover and quit rate also increases day by day.This kind of phenomenon reflects what problem?What worries behind?

　　

广东省酒店行业协会创会会长 杨小鹏 Guangdong province hotel industry association and the President YangXiaoPeng

　　

中心皇冠假日酒店客户关系主任 刘小贝(化名) Center crowne plaza hotel customer relations officer LiuXiaoBei(alias)

　　

正佳万豪酒店人力资源总监 郑小玲 Is good marriott hotel human resources director ZhengXiaoLing

　　有两年酒店服务工作经历的刘小贝(化名)毕业于广东省旅游学校，现在是一家国际品牌酒店的客户关系主任，几个月前她在另一家洋品牌酒店担任前台接待员的职位。两年换两间酒店，工资从2000元/月涨至2800元/月，她告诉记者，这也就是为什么要选择洋品牌的原因之一。在她看来，只有在洋品牌工作过一段时间的服务人员，才有更好的发展前景。一方面，国际品牌连锁酒店在很多地方有旗下酒店，员工内部调动的机会较多，更重要的是，在洋品牌积累了一定的服务经验，则更容易在国内酒店谋得一个更高的职位。

There are two years hotel service work experience LiuXiaoBei(alias)Graduated from guangdong province tourism school,It is an international brand hotel customer relations officer,A few months ago she in another foreign brand hotel as receptionist position.Two years in two hotels,Salary from 2000 yuan/month rose to 2800 yuan/month,She told reporters,This is the reason why to choose the one of the reasons for the brand.In her eyes,Only in the brand a period of service personnel,To have a better development prospects.On the one hand,International brand hotel chains in many places have its hotel,Staff internal transfer opportunity more,More important is,In the brand accumulated a certain amount of service experience,Is more easily in the domestic hotel to seek a higher position.

　　“但从国内酒店干起，相比之下则少了很多机会。”刘小贝的一些同学在国内酒店工作过，跳槽的并不多。“干我们这行，跳槽一是谋升职，二是谋涨薪，在国内酒店做起，想要再去国际品牌是很困难的，而相反，从国际酒店跳去国内酒店却容易得多。

"But from domestic hotel bottom,In contrast, much less opportunity."Some of the students LiuXiaoBei in domestic hotel work,Job-hopping is not much."Dry we this line of,A job is a promotion plans,The second is seeks the pay raise,Start in the domestic hotel,Want to go to the international brand is very difficult,And instead,From the international hotel jump to domestic hotel is much easier.

　　李佳(化名)曾在广州一家国际五星级品牌酒店当了六年服务生，最近他刚进一家国内酒店，便直接晋升为值班经理，月薪涨了近4000元。他表示，同学中也有和他有过类似经历的，为的就是在洋品牌酒店积累经验，掌握相应的技能。他不否认，酒店行业中，的确是“洋货”更吃香更受欢迎。

LiJia(alias)Worked in guangzhou an international five-star hotel brand when the six years the waiter,He has just into a domestic hotel,Then directly promoted to manager on duty,Monthly salary rose by nearly 4000 yuan.He said,Students also have and he had a similar experience,For is in the brand hotel accumulate experience,Master relevant skills.He didn't deny,The hotel industry,Is really"Foreign goods"The more popular more popular.

　　实际上，像刘小贝两年间换两次东家的酒店员工大有人在。据广东省酒店行业协会提供的有关数据显示，在新酒店开业频繁的时间段内，酒店服务人员的流动率超过25%，一些二三线城市的酒店服务人员流动率甚至高达60%。业界人士表示，员工流动率在25%以内属于正常，而超过25%则会直接影响酒店服务质量。

In fact,Like LiuXiaoBei two years in two club hotel staff there.According to guangdong province hotel industry association offers relevant data show,In the new hotel opening frequent period,Hotel service staff turnover of more than 25%,Some two or three line city hotel service staff turnover rate is as high as 60%.Industry insiders said,Staff turnover within 25% belong to normal,And more than 25% will directly affect the quality of hotel service.

　　一位在国际品牌酒店有过十多年工作经验的员工告诉记者，广州酒店服务业出现流动率辞职率高的原因，和频繁新开酒店不无关系。在酒店服务业中，跳槽是实现晋升加薪的快捷方式。

A in the international brand hotel had more than 10 years working experience staff told reporters,Guangzhou hotel services appear resigned turnover of high rate of reason,And frequent new open hotel not relationship.In the hotel in the service industry,Job-hopping is to achieve promotion raise shortcuts.

　　陈娟不久前辞去在原酒店的工作，到即将开业的广州文化东方酒店接受客户关系主任的面试，她告诉记者，不少和她一同前往竞聘该酒店其他岗位的也都和她一样，仅有一两年的工作经验，有的甚至不足一年，在她看来这是常态。

ChenJuan not long ago to quit in the original hotel work,To is getting ready for the opening of guangzhou Oriental hotel accept customer relations officer interview,She told reporters,Many and she going with an the hotel other jobs are also like her,Only one or two years of work experience,Some even less than a year,In her opinion this is normal.

　　

从十选一到一选十 From ten to choose one to a selected ten

　　主持人：酒店招工发生了哪些变化？

The host:What are the changes in the hotel to hire?

　　刘小贝：现在找酒店基层岗位的工作，对于一般酒店管理或旅游管理行业的毕业生来说应该不算难事，只要不是一些非常顶级的酒店品牌，有基本的学历，其他条件过得去，基本上可以应聘成功。倒是越来越多毕业生不愿意从事这个行业，也就导致一些国内酒店很难招到优秀的员工。

LiuXiaoBei:Now find the hotel basic jobs,For general hotel management and tourism management industry should not for graduates is difficult,As long as it's not some very top hotel brand,Have basic education,Other conditions get by,Basically can apply for success.It is more and more graduates do not want to be in this industry,Will result in some domestic hotel is difficult to recruit excellent staff.

　　杨小鹏：从前一间经营不错的老牌五星级酒店服务人员岗位竞聘可能是数十里挑一，精挑细选。因为在过去广州还没有那么多高星级酒店时，当酒店服务人员是件十分体面的工作。但现在找个外形不错，英语不错也能交差了，竞聘人员远没有过去那么多，更何况随着酒店数量越来越多，市场蛋糕被分薄，酒店为压缩人力成本，通常聘用的员工都要“一职多能”，工作强度增大，但薪酬却没有随之上涨。而随着新开酒店越来越多，一个酒店服务员的选择空间也比以前大得多，只要哪个酒店开稍微高的薪水，或是提供更高一级的职位，就能很轻易地挖角到老酒店的员工。

YangXiaoPeng:Once upon a time a business good old five-star hotel service personnel post jing may be dozens of a pick,filipina-american.Because in the past guangzhou haven't so much high star-rated hotel,When the hotel service personnel is a very decent job.But now find a nice finish,Good English also can cross the,Hired personnel far from the past so much,Besides with the hotel quantity more and more,Market cake was points thin,Hotel for compression human cost,Usually hire employees will be"Can the position of",Working strength increase,But salary is not rising.But with the new open hotel more and more,A hotel waiter choice space also much larger than before,As long as which hotel open slightly high salary,Or provide a higher level of position,Can easily cut Angle to the old hotel employees.

　　

工资低、工作强度大、地位低 Low wages/Work intensity/Low status

　　主持人：导致酒店行业员工流动性大的主要原因有哪些？

The host:Lead to hotel industry employees liquidity big main reason what?

　　郑小玲：酒店需要24小时全天候运作，这就导致很多部门要“三班倒”，工作时间长、强度大。或许你看到从事其他一些行业的人下午6点已经下班，但酒店服务人员很可能要干到晚上八九点钟。

ZhengXiaoLing:The hotel need to 24 hours all-weather operations,This will lead to a lot of departments should"Three shifts",Work for a long time/strength.Perhaps you see other people engaged in some industries are off work at 6 p.m,But the hotel service personnel is likely to do until the evening eight nine o 'clock.

　　而酒店业又是个劳动密集型行业，需要大量的员工，随着新开酒店越来越多，房价卖不起，也直接导致基层员工工资低。当然，到了管理层，工资会大幅提高，但现在很多人大部分都熬不过管理层，就跳槽或离开这个行业了，这就是导致这个行业流动性大的原因。

And the hotel industry and is a labor-intensive industry,Need a lot of employees,With the new open hotel more and more,House prices can't afford to sell,Also led directly to the junior staff wages were low.Of course,The management,Wage will increase,But now many of the National People's Congress part all boil but management,Change or leave the industry,This is causing the industry liquidity big reason.

　　刘小贝：和我一同毕业的三十多个同班同学中，现在只有三四个还留在酒店业，我的不少学弟学妹们也在实习后表示以后不会从事这个行业。除了工资低、工作强度大以外，在工作时所受到的委屈可能才是他们对干酒店这行产生排斥的主要原因。无论是学酒店管理专业，还是学习接待的，入职者都需要从基层开始做起。直接与客人打交道，解决突发事件，灵活应变，这是一个酒店服务人员所要经历的，但是也会遇到刁钻的客人，他们不尊重服务员，根深蒂固的等级观念让他们对服务员时常投射出轻视的目光。同样是拿一个月两三千元的薪水，做一个文员的确比服务员舒服，至少不用受客人的气，这就是我的一些同学朋友离开酒店的原因。

LiuXiaoBei:And my fellow graduate in more than 30 classmates,Now only three or four still stay in the hotel industry,I drove to a lower classwoman are also in practice after said after not engaged in this industry.In addition to the wages were low/Other than work intensity,When at work by injustice is likely to be their dry hotel this line of the main reasons for the rejected.Whether learning hotel management professional,Or learn reception,Induction is all need to start from the grassroots level.Direct and dealing with guests,Solve emergencies,flexible,This is a hotel service personnel have to experience,But will also meet tricky guests,They do not respect the waiter,Deeply rooted to the idea of classes let them to waiter often cast out the eyes of contempt.Is also take a month 23000 yuan salary,Do a clerk indeed than the waiter comfortable,At least need not be the guest's gas,This is some of my classmates friends leave the cause of the hotel.

　　杨小鹏：工资待遇低、劳动强度大是一方面，酒店服务员不受重视，他们在既定的岗位上看不到前景，这才是根本原因。

YangXiaoPeng:Low wages/Labor intensity is on one hand,Hotel clerk ignored,They are established post see prospects,This is the root cause.

　　

酒店服务质量下降 Hotel service quality

　　主持人：员工流动性大会导致哪些后果？

The host:Staff liquidity conference lead to what consequences?

　　杨小鹏：酒店业服务人员的流动，和劳务市场的供求关系有关。流动率过大，势必会导致酒店服务质量下降。举个例子，一家新酒店开业，亟需补充大批有经验的酒店员工，这也就意味着一些老酒店就要流失一部分员工，这对于老酒店而言无疑不利，因为他们又要用时间培训另一批新员工，这个时间成本和人力成本都是不可低估的。

YangXiaoPeng:Hotel service personnel flow,And the labor market supply and demand relations about.Turnover too,This will lead to the decrease of the quality of hotel service.For example,A new hotel opening,Need to add a large number of experienced hotel staff,This also means that some old hotel will be lost part of employees,This to old hotel in adverse undoubtedly,Because they had to use time training another group of new employees,The time cost and labor costs are not undervalued.

　　郑小玲：的确。这也就导致一些酒店通过大量聘请实习生来补充人力，一般情况下实习生实习期为半年到一年，所以你看的一些酒店质量下滑和这种做法也有一定关系。

ZhengXiaoLing:indeed.This will cause some hotel through a lot of hiring interns to add human,Usually interns internship for six months to a year,So you see some of the hotel quality decline and it also has a certain relationship.

　　刘小贝：实际上酒店业门槛普遍不高，尤其是基层服务人员，对学历要求一般在大专以上。但这也是个没什么保障的职业，我的一个同学在一家酒店大堂吧里当了7年服务生，前不久刚刚被新来的经理开除了。如果一份职业不能给人一定的保障，很难说工作效率会有多高，这也就直接导致服务质量下降。

LiuXiaoBei:In fact the hotel industry threshold are generally not high,Especially the grass-roots service personnel,To degree required in general college degree or above.But it is also a little security occupation,One of my classmates at a hotel in the lobby bar when the seven years waiter,Not long ago had been expelled from the new manager.If a professional can't give people a certain security,It's hard to say work efficiency will be more high,This will directly lead to the decrease of the quality of the service.

　　(记者 周人果)

(Reporter zhou fruit)