【摘要】：近年來，山西省旅游業(yè)發(fā)展迅速，但是在高速發(fā)展的同時也暴露出一些問題，如服務(wù)質(zhì)量不高，旅游景點基本配套設(shè)施不足等，本文著重探討的是旅游業(yè)中旅游社中存在的問題，同時也是學(xué)者研究較少的問題，即旅行社的人力資源管理中存在的問題。 筆者實地走訪了一些山西省旅行社，，與許多經(jīng)理、導(dǎo)游及其他相關(guān)人員做了深入的交流，對山西省旅行社人力資源的構(gòu)成現(xiàn)狀有初步的了解，文章總結(jié)概括了山西省旅行社員工的性別、年齡、學(xué)歷、專業(yè)、地域分布等的現(xiàn)狀，通過分析發(fā)現(xiàn)存在著以下問題：員工性別比例失衡（尤以導(dǎo)游人員較為嚴(yán)重）、員工整體學(xué)歷水平較低、語種結(jié)構(gòu)單一、人才流失現(xiàn)象嚴(yán)重、人力資源地域分布不均衡等。針對這些問題，筆者依據(jù)人力資源管理的原理，同時參考旅行社人力資源管理的特殊性，從人力資源規(guī)劃、人員的招聘、培訓(xùn)、流動管理和薪酬管理五個方面，比較全面地提出了山西省旅行社在今后人力資源管理中可采取的措施。旅行社應(yīng)通過前期的信息收集和需求預(yù)測來制定科學(xué)合理的人力資源規(guī)劃方案；充分運用內(nèi)部招聘、校園招聘、社會招聘和專業(yè)機構(gòu)招聘相結(jié)合的方式為旅行社選拔員工；將行動學(xué)習(xí)法應(yīng)用于旅行社的員工培訓(xùn)當(dāng)中，對導(dǎo)游人員的培訓(xùn)應(yīng)從知識、技能和素質(zhì)三個方面加以培訓(xùn)；借鑒相關(guān)法律法規(guī)，從以人為本的管理理念出發(fā)規(guī)范內(nèi)部管理，預(yù)防員工的流失；在薪酬管理方面，盡快建立公平、合理的薪酬制度。此外在旅行社員工培訓(xùn)中借鑒國外的先進(jìn)經(jīng)驗，從觀念上改變對培訓(xùn)的看法，將培訓(xùn)作為一項長久的投資，注重員工的整體素質(zhì)培訓(xùn)，并且對培訓(xùn)結(jié)果進(jìn)行有效的評估與激勵，以期能更好地避免和解決以上所面臨的問題。
[Abstract]:In recent years, the tourism industry of Shanxi Province has developed rapidly, but at the same time it has exposed some problems, such as low service quality, insufficient basic supporting facilities of tourist attractions, etc. This paper focuses on the problems existing in tourism agencies, but also the problems that scholars study less, that is, the problems in the human resource management of travel agencies. The author visited some travel agencies in Shanxi Province on the spot and had a deep exchange with many managers, tour guides and other related personnel, so as to have a preliminary understanding of the present situation of the human resources of Shanxi travel agencies. This paper summarizes the current situation of the employees of travel agencies in Shanxi Province, such as gender, age, education, specialty, geographical distribution, etc., and finds the following problems: the imbalance of employees' sex ratio (especially for tour guides), The overall educational level of the staff is low, the language structure is single, the brain drain is serious, and the regional distribution of human resources is not balanced. Aiming at these problems, according to the principle of human resource management and referring to the particularity of human resource management of travel agency, the author has five aspects: human resource planning, personnel recruitment, training, flow management and salary management. This paper puts forward the measures that can be taken by Shanxi travel agency in human resource management in the future. Travel agencies should make scientific and reasonable human resource planning plan through early information collection and demand forecasting, and make full use of the combination of internal recruitment, campus recruitment, social recruitment and professional organization recruitment to select staff for travel agencies. The method of action learning should be applied to the training of staff of travel agencies, and the training of tour guides should be carried out from three aspects: knowledge, skills and quality. Reference to relevant laws and regulations, from the people-oriented management concept to standardize internal management, to prevent staff loss; in terms of salary management, as soon as possible to establish a fair and reasonable compensation system. In addition, we should learn from the advanced experience of foreign countries in the training of travel agency staff, change the concept of training, regard training as a long-term investment, pay attention to the overall quality training of employees, and evaluate and encourage the training results effectively. In order to better avoid and solve the above problems.
【學(xué)位授予單位】：西北師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F272.92;F592.6

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