資深旅遊從業人員遊憩專業化歷程之研究

Abstract

隨著2001年全面實施週休二日、國定假日等政策，越來越多民眾投入旅遊休閒活動且充分展現對此之熱衷，其中甚至有一群人報考國家考試、取得執業證照成為專業的旅遊休閒工作者。本研究以遊憩專業化歷程的理論概念，探討資深旅遊從業人員的遊憩專業化歷程，包含進入歷程的原因在認知、行為與情感三個內涵的變化，於歷程中的轉捩點及這段歷程對研究參與者個人生涯、價值觀的影響。本研究採質化取向訪談之研究方法，以六位符合研究條件之資深旅遊從業人員為研究參與者，並以半結構式訪談蒐集資料。研究結果發現： 一、從進入歷程的研究分析中，發現旅遊從業人員接觸旅遊活動的管道包含他人引介、社團牽線等群體活動為主。其人格特質包含樂觀、社交、智能、自律及盡職等特質及具有強烈的認同感、個人努力及獨特氣質等認真休閒者特質。 二、從投入歷程中的研究中，研究發現：資深旅遊從業人員的專業知識主要來自於經驗傳承，而過去遊憩經驗則會影響帶團的應變能力。資深旅遊從業人員須具備的專業能力包含溝通能力、協商能力、危機處理能力、行程掌握能力、閱讀地圖能力。為了提升帶團技巧的熟悉度可透過寫反思日記從經驗中學習、多嘗試不同種路線，或是參與協會課程；當技巧越來越熟悉時，必須在帶團操作上思考如何展現溫暖，關心旅客的需要。當資深旅遊從業人員具備足夠的專業能力後，有機會由觀光局送往他國培訓或是擔任協會的重要培訓講師，培養後進。旅遊工作的多元性、新鮮感使資深旅遊從業人員能持續在旅遊工作中獲得快樂；因此，當旅遊變成工作時，仍會繼續培養其他的休閒技能來增強在旅遊工作上表現。 三、在投入歷程時，可能會受到生涯偶發事件、生命歷程改變之影響，研究發現：擔任導遊從業人員反而能調整時間帶團與照顧家人。 四、在投入歷程後的影響，研究發現：旅遊工作具高度自由度，資深旅遊從業人員會利用空餘時間持續發展多元職涯可能。越具備專業帶團能力的資深旅遊從業人員，越願意挑戰新的路線與不同類型的團。擔任旅遊從業人員後，在國內的旅遊會偏向自助旅行的方式；越具備專業帶團能力的資深旅遊從業人員，越願意關心環境保護的議題、在帶團中提醒旅客，或身體力行參與環境保護活動，如生態解說導覽、淨灘等。 五、在歷程的延續發展上，則發現當休閒視為工作的遊憩者將遊憩活動視為一種職業時，其遊憩專業化內涵是相互循環影響。

根據上述內容，本研究提供在旅遊遊憩專業化投入的遊憩者與旅遊業管理者之建議。最後，研究者亦針對研究過程中所獲得的省思，對後續研究提出未來研究可行方向之建議。This study aimed at exploring recreation specialization and progression among senior employees in the tourism industries including the reasons and factors why the progression started as well as the cognitive, affective, and behavioral aspects of recreation specialization, progression, and changes that had occurred and finally, the influence of recreation specialization on recreational behavior and personal value. The study was conducted in a semi-structured interview with six senior tourism employees as respondents. The important findings of this study are as follows: 1. The study reveals that the senior tourism employees start to travel because someone introduce or through the club and the main characteristics of senior tourism employees emerge including positive emotions, sociability, intellectual, show self-discipline, act dutifully, as well as unique ethos, and significant personal effort identifying strongly with tourism activities of serious leisure participants' traits. 2. The result shows that professional knowledge comes from the experience transmission, whereas past recreational experience affects problem solving ability. Senior tourism employees must make use of communication skills, negotiation skills, crises management, schedule management, and ability to maps reading. Skills can be learned from experience by writing a reflective diary, trying different kinds of routes, or participation in association courses. There are many opportunities from Tourism Bureau to go to other countries for training senior tourism employees. They invite association to train the junior tourism employees. Diversity and freshness of tourism make them acquire joy from work constantly. When traveling becomes a job, they tend to keep developing their skills to enhance their profession. 3. The finding is that tour guide has more time to take family responsibilities when accidental life events and changes happen in life. Tourism employees expand their careers through interaction with different travelers and suppliers. 4. It has been found that they make good use of leisure time to develop more possibilities on their career. The seniors tend to challenge different types of the group, self-guided tour and pay more attention on environmental protection issues and remind customers of issues. 5. The result states that the aspects of recreational specialization are influenced by mutual cycles when recreational activities are regarded as a kind of occupation. Based on the findings above, some suggestions were proposed not only for those recreational and tourism managers, but also for associations. Lastly, future research orientations were proposed.