호텔 종사원의 직무교육이 직무만족과 고객지향성에 미치는 영향에 관한 연구

Abstract

The purpose of this study is to find out how Job Training affects job satisfaction and guest orientations for hotel employees. Job Training was categorized into 4 factors while job satisfaction and guest orientation in single dimension. Hotel employees in Seoul area helped with the survey: 500 was distributed and 399 were used for this research. SPSS 18.0 program was used for the analysis and below are the results. First, among 4 factors of Job Training, trainers’ training skills and contents, training curriculum, trainees' attitudes have positive effects to job satisfaction. Second, all of 4 factors of Job Training; trainers’ training skills and contents, training curriculum, trainees' attitudes, and training center's atmosphere have positive effects to guest orientation. Third, job satisfaction has positive effects to guest orientation. Based on the study results, properly prepared Job Training have positive effects to both job satisfaction and guest orientation. Through this, hotel employees are satisfied with their job duties, this will improve service level. As the results, improved service level will satisfy guest satisfactions and have positive effects to guest orientation. Hotel trainers, therefore, need to develop proper training programs that can improve hotel employees' job capabilities and train new/existing employees routinely.