| 摘要: | 本研究探討新常態環境下，國際觀光旅館客務部主管專業工作職能。本研究主要以Spencer與Spencer(1993)所提出之冰山職能模型為基礎理論，同時，以文獻分析法(Literature Review Analysis)與深度訪談法(In-Depth-Interview)為主要研究工具。探討在客務部主管專業職能在新常態環境下的變化差異，研究結果發現新常態環境下的國際觀光旅館客務部主管之專業職能，產生以下變化與提升：(一)動機(Motive)：國際觀光旅館客務部主管，在新常態環境下仍選擇繼續服務的原因為；對飯店業的熱愛、已在飯店業生根多年、情感共鳴、現實生計層面。(二)特質(Trait)：客務部主管需具備高抗壓性、更有耐心對人事物，高包容力的等特質、喜歡幫助他人解決問題。(三)自我概念(Self-Concept)：危機化轉機的正思考向態度，適當的彈性解決事務。(四)知識(Knowledge)：疫情下需要多培養跨部門職能，交叉職能培訓訓練、語文能力及溫故知新餐旅服務技巧等。(五)技能(Skill)：談判技巧、觀察能力、應變能力、危機處理能力、維持顧客關係、人力資源規劃、財務控管、客務SOP設置及管理、安排職員教育訓練、跨部門職能培訓等都是必備技能。 綜論上述，本研究建議國際觀光旅館之經營管理者，在新常態環境下應提供主管具體培養跨部門軟實力之訓練機制，以提升整體專業職能，進而強化企業因應未來人力短缺及相似之狀況。
The purpose of this study is to explore the professional competences of front office managers at international tourist hotels under the New Normal Environment. This study builds on the foundation of Spencer, L.M. and Spencer, S.M.(1993) Iceberg Model of Competence, and uses literature review, in-depth interview, and semi-structured interview as the main research tools. After investigating how professional competency of front office managers evolves under New Normal Environment, the research found that some qualities remained and some changed and elevated.1.Motive：The reasons why international tourist hotel front office managers continued working under the new normal include their passion for the hospitality industry, their emotional attachment to their job as veterans, and their financial situation.2.Trait : Front Office Managers special qualities resilience, patience, and qualities of tolerance alike.3.Self-concept：Positive mindset when facing crisis; flexibility in resolving situations. 4.Knowledge：Need to develop cross-department skills, language, and review past knowledge on the industry and experience.5.Skills：communication, observation, flexibility, crisis management, customer service, human resources planning, financial management, customer service standard operating procedure (SOP) creation and management, staff education and training, and cross-department skill training In conclusion, this study suggests executives at international tourist hotels to provide front office managers with training in cross-department skill building, thus increasing the overall professional competency of its employees. This will further enhance the company’s future response to stage shortages and situations like the pandemic. |
