落實人才品質管理　創造顧客無價歡樂

Enforcing Quality Management of Talent and Creating Joy for Customers

林雅琴(Ya-Hhin Lin)

《品質月刊》 42卷11期 (2006/11) Pp. 32-34

https://doi.org/10.29999/QM.200611.0009

摘要

周休二日制的實施爲觀光休閒産業帶來商機，東部宜花東地區的旅館業競爭因此白熱化；今年，隨著雪山隧道開通、政府開放大陸居民來台觀光，一波一波的旅遊人潮湧入東部地區，使得當地休閒産業業者一則以喜、一則以憂，喜的是人潮所帶來錢潮，憂的是服務品質無法滿足顧客需求的業者極有可能面臨被淘汰的危機。宜蘭香格里拉冬山河渡假飯店自營運以來，儘管營收逐年成長，不過，面對外在環境良好契機的同時，也自省內在的勞動狀況、人員服務品質是否足以接受新的挑戰。
香格里拉冬山河渡假飯店，坐落於幽靜的蘭陽平原之上，提供旅人盡享慵懶與心靈解放的優質享受。飯店秉持讓旅客體驗休閒渡假與自然生態樂趣的精神，結合當地各式活動與節慶，讓專屬於冬山河地區的知性與感性，徹底㳽漫在每位入宿飯店裡的客人身上！

並列摘要

Though implementation of the long-weekend system has brought much opportunity to the tourism and recreation industries, it has also heightened competition in the hospitability industry in the Yilan and Hualien areas of Eastern Taiwan. This year, following the opening of the Hsuehshan Tunnel and allowance of Mainland Chinese tourists in Taiwan, Eastern Taiwan has been swarmed with visitors, making local hospitality businesses happy and sad at the same time. They are happy because crowds bring money; they are sad because businesses that cannot fulfill the needs of customers will be eliminated. Though the operating revenues of Shangri-la Hotel (香格里拉冬山河渡假飯店) in Yilan have been growing since it was established, it spares no time to consider if its operating conditions and service quality are adequate to face new challenges, though there are good opportunities in the external environment.