旅館業高階主管專業能力分析之研究

Abstract

因應台灣整體觀光餐旅業環境需求提升，除了人力的供應數量增加外，人力的素質也是不容小覷，因此本研究建立旅館業高階主管應具備之專業能力；分析旅館業高階主管專業能力之權重體系；並運用旅館業高階主管專業能力權重體系，了解能力具備程度，以驗證本研究專業能力之實用性。本研究運用訪談法進行專業能力初稿之建構，然後採用模糊德菲法 (Fuzzy Delphi Method) 進行專家問卷調查，透過模糊語意尺度針對個別專家的意見表達與群體決策進行專業能力之篩選，最後運用分析層級程序法 (Analytic Hierarchy Process, AHP) 進行專業能力領域之權重分析，以確認各能力領域之相對權重。本研究結果發展出旅館業高階主管專業能力架構，內容包括一般性專業能力：分析能力、策略管理能力、執行能力、問題解決能力、危機處理、文化、人際關係、溝通能力、領導能力、自我管理、態度、創造力、外語能力等共13個能力領域，並延伸出58項能力指標；與技術性專業能力：現場管理、人力資源、財務管理、業務及行銷、資訊能力等共5個能力領域，並延伸出49項能力指標；並且藉由權重分析發現一般性專業能力重要性大於技術性專業能力，而齊下分別以「領導」與「財務管理」被視為當今旅館業高階主管最重視之專業能力領域。本研究運用分析出的專業能力權重結果進行驗證，結果證實本研究發展之旅館業高階主管專業能力架構確實可供業界、政府部門與學術單位進行人力資源培育與運用時之參考。

To react to the increase of demand in Taiwan’s tourism and hospitality industry, both the quantity and quality of manpower should be estimated; hence, the three main purposes of this study are: (1) to construct the competency the top managers in the hotel industry should be equipped with, (2) to analyze the weight system of the competency, (3) to verify the practicability of the competency by the weight system.

This study constructs the draft of the competency by interview method, sifts the competency by Fuzzy Delphi Method and analyzes the weight system of the competency by Analyzing Hierarchy Process.

Results of this study have developed the competency framework of hotel top manager, such as general competency including 13 domains: analysis, strategic management, implementation, problem-solving, crisis management, culture, interpersonal relationship, communication, leadership, self-management, attitude, innovation and foreign language, and the above domains also generate 58 other indicators; and technical competency follows 5 domains: field management, human resource management, financial management, sales and marketing and information management, and the 5 domains extend 49 other indicators as well. Also, it has been discovered by weight system analysis that general competency is more important than technical competency, and leadership and financial management are considered the most valued respectively for the former and latter competency to the top managers in the hotel industry. This study has been verified that the hotel industry top manager framework is suitable for the industry, and it can serve as a reference for the industry, government, and academy units.