觀光旅館專業管家之人格特質與專業能力之探討

Exploring the Professional Butler on Personality Traits and Professional Competency in Tourist Hotels

陳貞綉(Chen-Hsiu Chen)

《輔仁民生學誌》 23卷2期 (2017/12) Pp. 45-64

摘要

本研究透過觀光旅館相關專業管家之資深人員進行一對一訪談，探討觀光旅館之管家所具備之人格特質及專業能力，以利旅館人力資源之相關規劃，並做為對專業管家有志者之參考依據；同時，提供專業管家訓練規劃之指標。本研究訪談對象為台北市設有專業管家服務之五星級國際觀光旅館，總共訪談五家相關資深人員，透過深入訪談瞭解國際觀光旅館專業管家之人格特質與專業能力。透過訪談結果發現觀光旅館專業管家之人格特質為：友善性、讓客戶安心、謹慎性；而觀光旅館管家之專業能力則為基本專業職能、國際力及客觀指標。

關鍵字

專業管家 ； 人格特質 ； 專業能力

並列摘要

The purpose of this research is to explore the personality traits and professional competency possessed by the butler of the tourist hotel in order to facilitate the planning of hotel human resources and serve as reference for those who want to be professional butlers as their jobs and as the training program indicators through the in-depth interviews with five senior hotel managers. The approach of in-depth interviews with those managers who are working for five-star international tourist hotels in Taipei has been conducted to better understand the professional butler's personal traits and professional competency. The results showed that the features of personal traits are agreeableness, decorum, and conscientiousness; the characteristics of professional abilities are the competency requested by works, international, and objective indicators.

並列關鍵字

Butler ； Personality traits ； Professional competency