國際觀光旅館飲務人員專業能力之研究

A Study On The Professional Competence Of Beverage Employees In International Tourist Hotels

林美玲(Mei-Ling Lin)

指導教授 ： 王瑤芬

台南應用科技大學/生活科技學院/生活應用科學研究所/碩士(2007年)

摘要

本研究從職場的角度，有系統地透過業界、學界專家的調查，探討國際觀光旅館飲務人員之編制、職責任務，並發展不同職責人員應具備的專業能力。本研究主要目的如下：1.瞭解飲務人員的編制。2.瞭解飲務人員之職責任務。3.探討飲務人員應具備的專業能力。4.分析不同職級飲務人員專業能力之重要程度。5.分析不同職級飲務人員專業能力之未來需求程度。
本研究係採用文獻分析、專家訪談及德懷術進行研究，建構出各職級飲務人員之職責及應具備之專業能力。研究對象為國際觀光旅館現職飲務經理及餐飲技職體系之教師，於民國95年10月至96年3月間進行專家訪談及德懷術問卷調查。
茲將主要研究結果呈述如下：
在職責任務部份：「飲務經理」計有八個構面；「領班」計有八個構面；「調酒員」計有七個構面；「服務員」計有五個構面。
在專業能力部份：飲務經理計有18項專業能力、7項一般能力，領班16項專業能力、6項一般能力，調酒員有12項專業能力、7項一般能力，服務員有9項專業能力、6項一般能力。其中「飲務經理」以行政與策略管理能力、執行預算與管理財務的能力最重要。「領班」以吧檯作業管理的能力、調酒技能、服務生與臨時員的安排與調度能力最重要。「調酒員」以調製飲料的能力、服務顧客與產品銷售的能力最重要。「服務員」以基本外場服勤技能的能力最為重要。
在未來需求性部份：「飲務經理」最重要的為溝通領導的能力。「領班」最重要的為吧檯作業管理的能力。「調酒員」最重要的為調製飲料的能力。「服務員」最重要的為基本外場服勤技能的能力。
根據研究結果，本研究對後續研究、餐飲技職教育課程規劃，以及對相關業界之在職訓練及人員聘雇方面提出建議。
關鍵字：國際觀光旅館、飲務人員、專業能力、德懷術

關鍵字

國際觀光旅館 ； 飲務人員 ； 專業能力 ； 德懷術

並列摘要

The purposes of this research were as follows: (1) To understand the organizational structure of the beverage employees. (2) To understand the duties and assignments of the beverage employees. (3) To probe into the professional competence that the beverage employees should possess. (4) To analyze the importance degree of the professional competence possessed by different level of beverage employees. (5) To analyze the future demand degree of professional competence needed by different level of beverage employees.
This research used document analysis, expert interviews, and the Delphi technique to construct the professional competence that the different level of beverage employees should be equipped with. The subjects of this study were the beverage managers of international tourist hotels and the teachers specializing at food and beverage domain from the vocational educational system. The in-depth interviews and the questionnaire of Delphi were conducted from October 2006 to March 2007.
The main findings of this study were as follows：
1. ‘beverage managers' have eight categories duties; 'the captain' also have eight categories duties, 'the bartender' have seven categories duties, and 'the waiters/waitresses' have five categories duties.
2. For the professional competence, ‘beverage managers' get 18 items of professional competence and 7 items of general abilities 'the captain' get 16 items of professional competence and 6 items of general abilities, 'the bartender' get 12 items of professional competence and 7 items of general abilities, while 'the waiters/waitresses' have 9 items of professional competence and 6 items of general abilities. The most important competence for the ‘beverage managers' were the administration and strategy management, implementing budgets and financial management. For 'the captain', the most important competences were operation management of bar, the skill of mixing wine, and arrangement work schedule of the waiters/waitresses and part-time employees. For 'the bartender', mixing drinks, serving the customers, and promoting the products are the most important competence. For 'the waiters/waitresses', the most important competence is the basic capacity of serving customers.
3. With regard to the future demand degree, the most important competence for ‘the beverage managers' is to have the ability of communication and leadership. For 'the captain', getting the ability of bar operation management is the most important. The most important thing for ‘the bartender' is the ability of mixing drinks. For 'the waiters/waitresses', the most important is to have the ability of the basic skill of serving customers commendably.
According to the results, some suggestions were proposed for the further research, for the food and beverage curriculum planning of vocational education, and also for the on-the-job training and recruit employees of related industries.
Key words：International Tourist Hotels、Beverage Employees、Professional Competence、Delphi Technique

並列關鍵字

International Tourist Hotels ； Beverage Employees ； Professional Competence ； Delphi Technique

參考文獻

一、中文文獻

王麗菱(1998)。中學美術專業專門學科能力指標之研究。國立師範大學美術研究所碩士論文。

王麗菱(2001)。國際觀光旅館外場工作人員應具備專業能力之分析研究。國立師範大學家政教育系研究所博士論文。

交通部觀光局(2007)。中華民國九十四年臺灣地區國際觀光旅館營運分析報告。台北：作者。

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