특급호텔 식음료부서 종사원의 직무만족과 서비스품질 개선에 관한 연구

• 영문명: A Study on the Improvement of Job Satisfaction and Service Quality for Hotel F&B Service Employee. - Deluxe Hotels in Seoul -
• 발행기관: 국제관광산업학회
• 저자명: 김영호(Kim, Young-Ho)
• 간행물 정보: 『국제관광산업연구』제9권 제1호, 63~100쪽, 전체 38쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2016.06.30

영문 초록

Hotel employees are very important for the forecast of changes in hotel management. Recently, food and beverage(F&B) department is an important source of income for many deluxe hotels and it is one of the leading and fastest growing divisions in the hotel industry. Employee’s dissatisfaction in F&B will strike hotel’s income a fatal blow. Be due to this point, the purpose of this study is to look for the counter measure to increase F&B employee’s satisfaction. The self-administered method of asking each participant to ll out each questionnaire was utilized to perform this study. The participants were the customers to visit the deluxe hotels in Seoul area. This study suggests that today a hotels image is judged by fulfillments of individuals because of main reliance on manpower in hotel service elds, also the organizations of hotels vary according to the locations, types of service, facilities structure, management abilities of representatives, kinds of ownerships, styles of administration, managers background and education levels. erefore, we try to encourage the organizations of hotel industries to adopt the theory of management strategies and achievements properly and develop the qualities of study of tourist and hotel. And we hope that this theory will be adopted to the tourist industry. This thesis attempted to investigate job satisfaction and service quality of F&B employees of a deluxe hotel. As a study method, it was attempted to nd out the true nature of job satisfactions and service quality then, based on the essence, their concepts were observed, and the consisting factors were observed while looking into the previous trend of study as a study trend. The results of the present study are summarized as follows : First, putting the right man in the right place and training, importance of F&B business, level of F&B department facility, service providing capacity, service system are the signicant factors in enhancing the job satisfaction of the employees in the superdeluxe hotel F&B departments in Seoul, and moreover in ameliorating the result and eciency of the F&B business. Second, the study shows that work practice and experience level, importance of F&B business, service system has a signicant effect on the result and eciency of the service quality in F&B business. tiird, all of the job satisfaction factors of the employees become an important factor in service qulity in F&B business, the study shows. The results of the study show that the specialization of each employee’s job, the level of job performance, and the job satisfaction are important factors in the ecient performance of the F&B business. Therefore, the present study anticipates not only specialty and skill of each service personnel but also the organic, ecient policy sharing among managers, administrators(management) and local communities.

목차

Ⅰ.서 론

Ⅱ. 이론적 배경

Ⅲ.조사설계와 분석방법

Ⅳ. 분석결과

Ⅴ. 결 론

키워드

Job satisfaction service quality