國民旅遊領團人員原型探究

晚近，台灣島內國民旅遊蓬勃發展，其重要性不亞於入境觀光或出境觀光。而旅行社領團人員的專業素養是提供或傳遞國民旅遊產品、服務與體驗很重要的關鍵。實務上，出於合理的推斷，並且站在執行者的角度來說，台灣有經營國民旅遊業務的旅行業者，首先應該都會很在乎國民旅遊領團人員的招募與專業素養的培訓。本研究目的在於了解領隊、導遊、國民旅遊領團人員之工作屬性，而後針對領團人員做個案深度訪談，並加以分析，做出結論與建議。因此，本研究首先是採用3位旅遊業高階經理人和3位曾經是.同行領團至少10年，但現在已經轉業之專業人士，經由個案旅行社提供之領團實質參與表現的資料與記錄，反覆討論確認個案旅行社的100多位領團人，根據領團人本身“自我意識”與“對待客人意識”程度的不同，並考量其專業素養能力，做為分類之原則，將其歸納為五種領團人員。接著，本研究針對五種領團人員採行一致法(method of agreement)，根據全數共識，選出五位分別最能代表這五種領團人員原型的領團人員，並請他們分享個人故事與實務經驗。個人故事與實務經驗分享是採用McAdams(1993)所建議涵蓋生活章節、關鍵事件、重要他人、未來藍圖、壓力與難題、個人基本信仰和價值觀、生活主題的個人敘事等七大問題為分享的架構。本研究中個人敘事的分析是採取 Crossley (2000) 所建議的步驟，涵蓋：閱讀與熟悉、找出待探尋的重要概念、區辨出敘事基調、區辨表徵意象和主題，最後將所有書寫的資料與內容交織，按照旅遊業實務操作的視角，進一步還原成一篇專業國民旅遊領團人員脈絡連貫的生命故事。綜合歸納本研究之深度訪談，國民旅遊實務上，專業合格的領團人員的個人人力資源管理，除了要專業精進、時時充實自己，把握訓練進修機會，虛心學習之外，也要遵守法令與相關法規及主管機關命令，同時具有職業道德，尊重自己的工作，具奉獻精神，盡職負責，敬業樂群，應維護專業榮譽，友善與同儕互動，並互相幫助合作。最後建議國民旅遊領團人員在考用合一制度的考量下，亦能比照領隊、導遊專技人員證照考試，由考試院研擬舉辦國民旅遊領團專技人員證照考試，成為台灣旅遊產業涵括入境觀光、出境觀光、國民旅遊三合一完整的專技人員證照考試；藉以提昇國民旅遊領團人員的素質。

關鍵字

國民旅遊；領團人員；領隊；導遊；旅行社

並列摘要

Taiwan's domestic tourism is booming and is as important as inbound tourism or outbound tourism. And the professionalism of travel agency leaders is the key to providing quality domestic tourism products, services and experience. From the point of view of the performers, Taiwan's travel industry who runs the domestic tourism business will care much about the recruitment and professional training of the leaders. The purpose of this study is to understand the work attributes of domestic tourism leaders, and then to perform in-depth interviews with leaders, analyze their professional experiences and make conclusions and suggestions. Based on the information provided by the case study of travel agency, more than 100 leaders of the travel agencies were discussed on the basis of the information provided to the three high-level managers of the tourism industry and three members who had been peers for at least 10 years. The "self-consciousness" 、 " the awareness of the guest treatment" 、“the degree of professional competence”, were considered as the classification of the principle for the five types of domestic tourism leaders. And then with the introduction of method of agreement, five domestic tourism leaders were chosen to share personal stories and practical experiences based on the framework of the seven issues proposed by McAdams (1993). The analysis of personal narratives is to take the steps suggested by Crossley (2000): reading and familiarity, finding important concepts to be explored, distinguishing narrative tone, distinguishing images and themes, and finally intertwining materials with contents through industry practice operation perspective, and further reduced into a life story of professional domestic tourism leaders. In addition to the professional sophistication, grasp the training opportunities, humble in learning, but also to comply with the laws and regulations, to equip with professional ethics, respects for their own works, and the professional leadership on human resources management. The domestic tour leaders also should maintain professional honor, friendly in peer interaction, and help each other. Finally, it is recommended that the domestic tourism leaders also be regulated to pass the examination of the leaders of the domestic tourism, and thus, the quality of the personnel of the domestic tourism leaders is improved.