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

• Main Authors: Li-Lin Wang, 王麗菱
• Other Authors: 洪久賢
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/45665079641482264659

博士 === 國立臺灣師範大學 === 家政教育研究所 === 89 === 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.