臺灣地區國際觀光旅館專業管家服務訓練發展之個案研究

本研究目的在以質化研究方式之個案研究法，探討台灣地區國際觀光旅館中專業管家服務之訓練發展。本研究之理論架構為人力資源發展領域中，有關訓練與發展相關理論，如服務技巧、專業知識與工作態度。使用深度訪談法方式收集資料，採立意抽樣，共訪談所有台灣地區國際觀光旅館之專業管家七位服務人員，研究訪談歷時4個月，並以Bogdan與Biklen（2007）的編碼方式，進行質化資料分析。研究結果發現，目前台灣地區國際觀光旅館專業管家人員，工作中訓練與發展現況，可歸納為4個主要主題：一、多元化的訓練方式；二、不同主題的專業知識；三、正向的態度；四、細節的服務前準備。希望藉此研究結果，對未來國內外學者於專業管家服務之相關議題上，提供相關研究的參考；並且，對旅館業者在發展專業管家服務時，提供相關專業經驗，以為參考。

關鍵字

管家；國際觀光旅館；訓練發展

並列摘要

The purpose of this study was to investigate the professional butler services among the international tourist hotels in Taiwan. Particularly, training and development; including service skills, professional knowledge, & work attitude; were the theoretical framework of this study. Therefore, the case study was chosen. The purposeful sampling strategy was used for this case study to collect the qualitative data through deep interviews. It took four months to collect the data. Overall, the researcher interviewed all seven professional butlers of international tourist hotels in Taiwan.The Bogdan and Biklen (2007) coding strategy was used for data analysis. Hence, data from transcripts were coded in order to reflect the participants' perceptions about professional butler services. Four major-themes were concluded from this study: (a) multiple training methods, (b) diverse professional knowledge, (c) positive attitudes, and (d) detailed preparations before the guests arrived. The results of this study not only could benefit the scholars to research the same topic in the future, but also could provide practitioners the lesson to learn.