旅館經營管理研究—以P旅館為例

近二三十年來，因資訊科技的發展，全世界包括開發中或新興國家漸漸邁入已開發之國家，造成經濟收入提升及國民所得的增加。全球邁入地球村，人類移動更加頻繁，無論航空業、旅遊業或旅館業亦蓬勃發展。全球各地包括台灣地區，旅遊業及旅館業越來越受到重視，不斷有新建旅館產生，旅館經營管理更成為一個重要的議題。在旅館經營管理方面多是在學術探討，雖有許多學院派的研究，相較其他產業，對於旅館實務界的相關研究，相較之下比較少見。研究者已在此行業服務超過20年，利用這個機會，將旅館經營管理的心得做個總整理，與多年工作經驗與學術理論加以結合，嘗試做經營管理的相關研究。經由國內外相關文獻探討，以及研究者多年的實務經驗，提出五大旅館經營管理的管理構面。另依照這五大管理構面，從管理層級視之，進一步提出三大組織層級。以P旅館為例，作為研究個案。經由個案的實務管理，來證實本研究所提出的五大構面及三大組織層級是可行且適宜。期待本研究對整個旅館產業有所助益，以作為學術界以及實務界的發展作為未來相關研究之參考。

關鍵字

旅館；飯店；酒店；品牌；旅館經營管理；關鍵因素

並列摘要

Since mid-1990's, the development of information and communication technology (ICT) has been contributing in economic growth and GDP increase in developing economies or emerging countries. The world has become a global village. In fact, migration and mobility have been more frequent than ever before. It has resulted in fast-growing global aviation, tourism and vastly enormous hotel industries. Globally, specifically Taiwan region, tourism and hotel industry have gained more and more attention than before. New hotel chains have continuously come to Taiwan. Thus, the hotel operations management has gained an inevitably high level of importance. Currently, most researches have been limited to the academic discussion while real case studies are relatively rare. With over 20 years of work experience in the hotel industry, the researcher takes the opportunity to present this hotel management study, which is based on the integration of academic theories and abundant years of experience. Furthermore, the researcher proposes the framework of hotel management; inter alia, the five dimensions of operation management and three main organizational levels. The researcher used P Hotel as a case study to demonstrate that the proposal is feasible and suitable. In addition, the study is expected to be beneficial to the entire hotel industry and serve as reference for future relevant research of academic and practical development.