Hotel is a long, sustained and strong, in which inputs of energy, degree of service specifications and detailed expectations, service objects of special vocational high, in order to meet the professional requirements, hotel staff must have a good physical fitness and strong psychological ability. In recent years to, because hotel industry development speed speed up, human resources tension, led staff overtime phenomenon highlight, staff physical and mental tired, coupled with customer on service quality level of requirements increasingly increased, and staff Zhijian for seeking development competition also increasingly fierce, these problem are led hotel staff pressure increases, staff career Burnout phenomenon increasingly serious, and has became effect staff physical and mental health, and hotel work quality and industry development of highlight problem. Analysis and exploration of the hotel staff the manifestations and causes of burnout, study and make digestion and countermeasures of job Burnout of hotel staff is very necessary.
1 occupational harm of burnout and its performance
1.1 connotation of job Burnout of hotel staff
Burnout (Occupational Burnout), also known as job Burnout (Job Burnout), also translated as “failure”, “job-burnout”, a concept first proposed in 1974 feidengboge by the Americans, he will Burnout is defined as: because the individual cannot cope with the outside world excessive requirements beyond the personal energy and resources in a working situation in a State of physical and mental exhaustion. Maslach, who then work on the long-term emotional and interpersonal stress response resulting from psychological syndromes are referred to as Burnout, after the results of this research are widely used in management and other areas.
In General, Burnout often occur that require very high (tight, complex interpersonal relations, work tensions), but control was weak, and the lack of social support for the industry, these characteristics of the hotel industry with a typical, so is the high incidence of occupational Burnout of the crowd. Hotel staff Burnout is the hotel staff could not successfully deal with an extreme response to pressure, are individuals with experience arising under pressure for a long period of emotion, attitude and behavior of failure and eventually exhibit emotion, and behavior of dysfunctional behavior.
1.2 hotel staff burnout and its harm
Research about work pressure at home and abroad show that Burnout is the typical symptoms of fatigue, lack of interest, insufficient increase in negative emotions, motivation, etc. In particular, the status of the job Burnout of hotel staff performance are:
(1) career interest lost, work attitude negative: in recent years to, with hotel industry of fast development and hotel vocational education of constantly penetration, many staff know in hotel work must will customer considered God, otherwise own of work or bonus will will was effect, therefore, staff in and customer contact Shi, will as possible restraint itself, not to last resort General not directly and customer occurred conflict, but this does not means was hotel staff on work still keep enthusiasm, also not means was staff will on service or contact of object patience, and soft. In similar work in day after day, some employee passion gone negative attitude, service to no longer pursue meticulous, extreme, just to achieve customer service in accordance with the rules and standards of the hotel, guests does not make mistakes, not satisfied with hold “day, mixing two effect”, “today there are wine drunk today” attitude to work and live.
(2) emotional irritability, and easy anger, interpersonal relationships tension: by services nature of effect, some in hotel work of old staff or competent, in on guest service of process in the, long-term found not to backlog emotional of Hill shading relief mouth, over time, not only produced has career Burnout sense, also will this emotional shifted to own of colleagues who, in Hotel internal of interpersonal relationships in the, some hotel staff treat colleagues or subordinates rude, even will in mood poor Shi on its for name-calling and the body attack.
(3) career achievements in the pursuit of desalination: many hotel employees on the value and significance of their occupation passivation, evaluation declined, feeling the hotel industry is to serve people of industry, is in the hotel was very hopeless, began plans to switch or even switch careers.
All in all, occupational fatigue and the resulting negative mental state will not only affect the growth and quality of life of individual employees, status also affects the work of other employees, and customer service quality, eventually undermine the corporate image and reputation of the hotel, affecting hotel management and long-term development.
2 genetic analysis of job Burnout of hotel staff
Hotel staff work characteristic of the obvious: on the one hand, long and irregular working hours, high degree of duplication, dull boring, work intensity; on the other hand, customers of the hotel facing mobile, service requirements of different customers for staff vary, to meet the individual needs of all guests is not easy, so employees feel great pressure. And the corresponding, the hotel staff’s income is low and less personal space, career development prospects, employees feel low social status, so the hotel staff is a high incidence of occupational Burnout of the crowd. In particular, the factors influencing job Burnout . of hotel staff mainly has following several points:
2.1 overload (the intensity of work, working a monotonous repeated), salary low pay
There is a high correlation of work overload and burnout. Work overload, including both of quantity and quality, that is, on the one hand the intensity of work, work on the monotonous repetition, long monotonous repetition and high strength of labour makes it easy for the human heart is tired, feeling irritable, over time will lose enthusiasm for work and personal confidence in the future.