國際觀光旅館餐飲外場工作人員應具備專業能力之分析研究

Professional Competencies Required for Food and Beverage Employees Working Front of the House in International Tourist Hotel

王麗菱(Li-Lin Wang)

指導教授 ： 洪久賢

國立臺灣師範大學/教育學院/家政教育學系/博士(2000年)

摘要

本研究旨在確認國際觀光旅館餐飲外場工作人員應具備之專業能力與條件，透過文件分析、訪談、OCAPs（包含DACUM專家會議、問卷調查及檢核小組會議）等方法，獲致之主要研究結果如下：
一、 在國際觀光旅館餐飲外場工作人員之職責與任務方面，餐廳資淺服務生有「執行餐前的準備工作」、「提供接待性服務」、「供應餐食」、「處理顧客問題」、「執行善後處理」、「建立與維持良好的人際互動」6項職責、42項任務；資深服務生有「執行餐前的準備工作」、「接待性服務」、「供應餐食」、「處理顧客問題」、「執行善後處理」、「建立與維持良好的人際互動」、「訓練新進人員」7項職責、59項任務；領檯有「提供接待性服務」、「建立與維持良好的人際互動」2項職責、12項任務；領班有「監督協調餐飲服務」、「顧客管理」、「提供餐飲服務」、「協助善後處理」、「訓練員工」5職責、39項任務；餐廳經理則有「預算執行及管理財務」、「商品設定」、「業務行銷」、「人事及訓練之管理」、「行政管理」、「現場管理」、「物料管理」、「危機預防與管理」8項職責、92項任務。
二、 在國際觀光旅館餐飲外場工作人員應具之認知、技能與情意方面，餐廳服務生部份有22項、領檯部份有14項、領班部份有32項、餐廳經理部份則有90項。
三、 國際觀光旅館餐飲外場工作人員之主要來源，餐廳基層服務人員以登報招聘為最多、建教合作實習生次之；餐廳領班、主管與副主管則以內部晉升最多，其次為登報招聘。
四、 國際觀光旅館餐飲外場工作人員應具備之條件依職務不同而有所不同，其中高中以上學歷、英語聽與說之能力、外貌端莊、敬業精神為共同之條件。
五、 有關國際觀光旅館餐飲外場工作人員招聘任用之困難及問題方面，基層服務人員、領班及餐廳主管、副主管各有不同之招聘與任用困難或問題。
依據上述之研究結果，對國際觀光旅館業者、有志從事餐飲工作人士、餐旅相關系科及未來研究提出建議。

關鍵字

專業能力 ； 餐飲 ； 外場 ； 能力分析 ； 國際觀光旅館 ； HASH(0xa039580) ； HASH(0xa0395f8)

並列摘要

The purpose of this research was to define the competencies and qualifications required as a restaurant employee working front of the house in an international hotel. Through document analysis, interviews, OCAPs (included DACUM, surveys and meetings of evaluation experts), the following conclusions were made:
1. The duties and tasks of restaurant employees of international tourist hotels:
A junior restaurant waiter had following 6 duties and 42 tasks: “Preparation before dining time”, “Receiving service”, “Providing food”, “Handling problems with customers”, “Clean up after meals” and “Establishing and maintaining interpersonal relationship”.
A senior waiter had following 7 duties and 59 tasks: “Preparation before dining time”, “Receiving service”, “Providing food”, “Handling problems with customers”, “Clean up after meals”, “Establishing and maintaining interpersonal relationship”, and “Training new employees”.
A hostess had following 2 duties and 12 tasks: “Receiving service” and “Establishing and maintaining interpersonal relationship”.
A captain had following 5 duties and 39 tasks: “Supervising and coordinating Food & Beverage (F&B) ”, “Customer management”, “F&B service”, “After meal service assistance”, and “Conducting orientation and training”.
A restaurant manager had following 8 duties and 92 tasks: “Budget execution and financial Management”, “Marking positioning”, “Sales and marketing”, “Human resource and training management”, “Field Management”, “Material management”, and “Crisis management”.
2. The proper knowledge, practicum and attitude for restaurant employees: There were 22 items for waiters, 14 items for hostesses, 32items for captains and 90 items for managers.
3. The main sources of the restaurant employees in an international tourist hotel:
A restaurant seeked service personnel mostly by putting advertisements on newspaper classified, secondly by hiring interns; The captain and management level personnel were mostly come from internal promotion, secondly by newspaper advertisements.
4. The required qualifications for the international-tourist-hotel employees depend on different positions:
The common requirements included education, good language skills in English, proper appearance and conduct, and hard-working attitude.
5. Regarding to the problems and difficulties in recruiting, there were different issues between service personnel, captains, and various management positions.
According to the conclusions, several suggestions are proposed for international tourist hotel operators, those who intends to work in the field, the related hospitality departments, and the future research.

並列關鍵字

PROFESSIONAL COMPETENCY ； food and beverage ； front of house ； competency analysis ； international tourist hotel ； OCAPS ； DACUM

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