休閒俱樂部之風險管理

休閒俱樂部是勞力密集的產業，服務具備高度的服務業屬性，屬於服務業的一種。也因為「以人為核心」的異質性，因此，本文之研究目的是在實務經營上存有許多潛在的風險與發生的危機，若未能及時應變，常會導致許多的傷害與損失。因此，休閒俱樂部之風險管理應採用預防性的觀點，透過科學、客觀的方式，預防、處理與化解各種危機發生才得以將危機與所造成的災害減至最低。休閒俱樂部的風險來源分為「人」、「事」、「時」、「地」、「物」五大面向，分析時也須考量醫療支援，以及經營管理面的其他風險，並遵從相關政策與法令方向，才得以有效化危機為轉機。同時，風險管理也應是不斷預測、評估、檢討與修正的動態循環過程，包括風險認定、風險評估、選擇對策、實施策略與成效評估等五個步驟，因應環境變化即時調整。本文結語如下：透過風險管理程序與對應之策略，經營者才得以有效的減低風險與傷害。而常見意外的防範也極為重要，希冀本文彙整人、事、時、地、物常見意外事件處理建議，得以提供相關從業人員之參考。也希望透過風險管理之程序與策略，以及預防措施之執行，得以有效保障所有參與者的安全，尤其位居第一線的服務人員與決策者，皆能夠防患於未然，有效達成風險管理的功能，化危機為轉機。

關鍵字

服務；危機；預防

並列摘要

Recreational clubs operate within a multi-faceted, labor-intensive service industry. In practical operation, although the core concern is ＂people-centered＂, there are many individual variations in circumstances that create a high number of potential risks. Failure to provide timely responses to these risks tends to result in damage and loss. Therefore, recreational clubs should implement a risk management approach that is proactive and preventive. Using scientific and objective methods, a risk manager works to prevent or mitigate the impact of various kinds of adverse events. Sources of risk for recreational clubs include ＂people,＂＂events,＂＂time,＂＂location＂ and ＂objects＂. In order transform crisis into effective resolution, risk analysis should also focus on medical support, compliance with relevant laws and policies, and other operational and managerial aspects. To accomplish these goals, risk management should be a dynamic cycle of continuous prediction, assessment, review, and recalibration to changes in the environment. The process includes risk identification, risk assessment, response selection, practice strategy, and evaluation of effectiveness. In conclusion: Through risk management processes and related strategies, operators can effectively lower risk and related damages. Prevention of common accidents is also extremely important. This study brings together suggestions for dealing with common accidents of ＂people,＂＂events,＂＂time,＂＂location＂ and ＂objects＂ as a reference for the benefit of related personnel. By risk management process, strategy, and prevention, this article attempts to effectively protect all participants' safety, especially the front-line service personnel and decision makers, so that they may effectively accomplish the function of risk management and transform the crisis into effective resolution.