具備何種特質的餐旅業員工能獲得更多報酬？

Having what traits might mean an employee will get more paid in the hospitality industry?

江勁毅(Chin-I Chiang) ； 陳貞綉(Chen-Hsiu Chen) ； 黃淑惠(Shu-Hui Huang)

《觀光與休閒管理期刊》 6卷2期 (2018/12) Pp. 60-77

https://doi.org/10.6510/JTLM.201812_6(2).0006

摘要

員工的特質與技能組合經常是企業給予薪資報酬的重要依據，因此在資源有限之下管理者必須思考，哪些特質或技能是即使資源再少也必須取得；而哪些特質或技能則屬於加分類型。本研究調查餐旅業之主管，就所列出之二十項特質與技能，分別願意花費多少資源去購買各項特質或技能；接著應用Tetraclasse模式進行特質或技能之分類。研究結果顯示，在特質方面，屬於基本型的有承諾責任、誠實、團隊合作；加分型的特質包含細心、適應變化、彈性靈活。至於技能部分，屬於基本型的包括：聆聽、儀態、溝通能力、人際互動能力、同時作業能力、問題解決能力；加分型的技能則有電腦知識、安全衛生知識、以及領導能力。此外不同部門對於員工特質和技能的分類看法也有差異。

關鍵字

特質 ； 能力 ； 分類 ； 餐旅業員工

並列摘要

How much will the payrolls been paid to an employee usually is based on the combination of different level of traits and skills possessed by the employee. In other words, the employer utilizes resources to obtain the corresponding level of employee's traits and skills. Therefore in the circumstance of limited resources, the employer must to consider what traits and skills are belong to the necessities, which must be obtained no matter how the resources is low; on the other hand, what traits and skills are belong to luxuries, which could be acquired until the resources be rich. Given the different level of budgets, low and high, this study conducted a survey in hospitality industry to ask managers in different departments answering how many budgets will be paid to each trait or skill of employee. There are 20 traits and skills in our survey, and then we categorized all traits and skills into four categories by the Tetraclasse model. The results revealed that the basic traits consist of commitment, honesty, and teamwork; the key trait is patience; the plus traits include thorough, flexibility, and adaptability; the secondary traits are enthusiasm, passion, and empathy. As to the categories of skills, the basic skills consist of sharp listening skills, presentation skills, communication skills, interpersonal skills, multitask skills, and problem solving; the key skill is organization skills; the plus skills include computer know-how, knowledgeable of safety/hygiene issues, and leadership skills. No any skill belongs to the category of secondary skills. In addition, the elements of each category are not quite the same from the viewpoint of different departments. For example, passion is an element of the plus traits from F&B department's viewpoint, but it belongs to the secondary trait form the viewpoint of front office.

並列關鍵字

Traits ； Skills ； Categories ； Tetraclasse model ； Hospitality industry employees