台北市旅館業設備及服務品質之研究--以一般旅館及商務旅館為例

The Study of the General Hotels Appliances and Service Quality in the Taipei City--A Case Study of General Hotel and Business Hotel

許耀謙(Yao-Chien Shu)

指導教授 ： 何德仁

淡江大學/工學院/建築學系碩士班/碩士(2008年)

https://doi.org/10.6846/TKU.2008.00930

摘要

論文提要內容
由於國內旅遊的興盛及國家觀光發展的需要，造成旅館住宿需求逐漸成長。一般而言觀光旅客住宿以觀光旅館為主，但以目前觀光旅館客房數量不足以支持未來旅客的住宿需求，然旅館規劃及新建期程都較長，短期內仍難以應付不足的客房需求，故短期上若以旅館業的住宿及服務品質為提昇目標，促使旅館業整體品質提昇，即能適時填補上觀光旅館不足的客房需求，亦可避免投資大型旅館所需承擔的風險，此為本研究的動機及目的。
本研究藉由分析各國評鑑系統對於旅館的要求及實地調查臺北市12家旅館業的旅館設施，並採用SWOD(T)分析旅館業優劣等特性，以瞭解目前旅館業設備及服務品質與評鑑系統需求的差異性，並以整體環境、公共設施、客房裝潢、客房設備及管理服務等五方向，提出旅館業未來改善的方向及建議。

本研究具體建議：
一、旅館規劃方面
1.商務中心規劃應合乎商務需求
2.客房家具避免過度兼併功能
3.都會型旅館開窗應顧及隱私
4.低使用率公設空間可採用感應式照明以利節能
5.浴室備品的擺設及毛浴巾擺放
6.客房牆面裝修採用低維護管理材料
二、旅館服務方面
1.免費的飲料及茶點服務
2.高價旅館可強化旅館品牌形象及採用旅客習用的衛浴設備
3.提供自助式洗衣服務
4.設置旅客用飲水設備
三、旅館評鑑方面
1.旅館餐飲設施應配合旅館業現況調整
2.旅館休閒娛樂設施應配合旅館業現況調整
3.排除無關於設備及服務品質的法規性評鑑指標

關鍵字

旅館 ； 旅館評鑑 ； 一般旅館 ； 商務旅館

並列摘要

Abstract：
Since the rise of domestic tourism and tourism development of the country, resulting in growing demand for hotel accommodation. General, the guest primarily are chose tourist hotels. But tourist hotels’s room quantity was insufficient to support the future guest demand. Although the hotel needs long term to planing and building. Can’t complete in the short term. The purpose of this study was to improve the hotels’s appliance and service quality in the short time. It's okay to complementarity the tourist hotels’s room. Also may avoid large-scale hotel investment undertake’s risk.
This study with analysis of various countries hotel rating system for the requirements of hostels and fieldwork surveys Taipei City of the 12 general hotels appliances, use of SWOD (T) analysis of strengths, weaknesses, opportunities and debarment of the general hotels,understand the general hotels appliances and service quality to hotel rating system requirements for hotels and the difference,and aimed Overall environment, Public appliances, Guest rooms decorating, Guest rooms appliances and Hotel services five key to general hotels for improve the future direction and recommendations.

This study specific recommendations and conclusions
A. Hotel planning aspect
1. Business centre planning should be conform to the business demand.
2. The guest room furniture has avoided the over multipurpose merge.
3. All the windows of city hotels should consider privacy.
4. Low utilization rate of public space, the use of induction lighting can reduce energy consumption.
5. Display design of bathroom supplies, towels and bath towels.
6. Rooms wall surface decoration materials uses the low maintenance and management materials.

B. Hotel service aspect
1. Free beverages and desserts service.
2. The senior general hotel can strengthen the image of the hotel brand and adoption the traveler habitually uses of bathroom equipment.
3. Provide launderette services.
4. The installation drinking fountain for traveler.

C. Hotel rating aspect
1. The hotel’s restaurant should match with a general hotel adjust the current situation.
2. The hotel’s recreational facilities should match with a general hotel adjust the current situation.
3. Rule out not about the legal rating statutorily of appliances and Service Quality.

並列關鍵字

Hotel ； Hotel Rating ； General Hotel ； Business Hotel

參考文獻

04.林正鄰、張裕芳、徐銀樹 2008/01《台北市一般旅館三安評核分析》 台北市旅館商業同業公會第十二屆第一次會員大會大會手冊

05.吳勉勤 1998《旅館管理理論與實務》 台北：揚智文化事業股份有限公司

08.姚德雄 1997《旅館產業的開發與規劃》 台北：揚智文化事業股份有限公司

10.楊上輝 2004《旅館事業概論：21世紀兩岸發展新趨勢》 台北：揚智文化事業股份有限公司

參考文獻