호텔종사원 서비스교육 인식에 관한 연구

Abstract

A hotel company is an organism which achieves a goal through a continuos interaction with a changing environment. Hotel staff is a significant factor which decides success or failure of a hotel company. Therefore, customer service training for hotel staff is not an option but an essential factor for hotel business. An earlier study revealed factors needed to carry out a systematic customer service training for hotel staff. This study aims at conducting a participant-centered training by understanding hotel staff's awareness of customer service training based on the pervious study. Even if a customer service training program is greate, it will be impossible to run the program successfully if hotel staff to participate in the program have a negative awareness of the training. The hotel company should make it possible to manage human resources, the most important resource, successfully and enable its staff to bring out the best in them by enhancing their satisfaction with training and providing quality programs to satisfy customers and achieve the best outcomes. Therefore, we intended to analyze hotel staff's awareness of customer service training, not completeness of training and difference of outcome variables, unlike the pervious study, under this study. What is considered the most important in this study is types of hotel staff's awareness of customer service training. Under earlier studies, satisfaction with customer service training, service training type, etc. were studied but in this study, attributes of customer service training were identified. As the result, three factors, improving knowledge, behavior, and attitude of service, were extracted as the factors affecting awareness of customer service training. The analysis results show that hotel staff's awareness of customer service training is significantly different by gender, age, number of working years in hotels, team, and position. Firstly, males have a higher awareness of customer service training in terms of improving knowledge, behavior, and attitude than females on average so overall, males think that customer service training will be conducive to providing better services compared to females. Secondly, relatively more staff members in their 40s and 50s than other age groups consider effects of customer service training positive. Thirdly, staff members who have worked for less than three years or those who have worked for more than 15 years evaluate customer service training positively compared to other groups. Fourthly, a culinary team has relatively low level of awareness of customer service training while other teams have similar level of awareness. Fifthly, rank-and-file workers and deputy department heads have negative awareness of customer service training compared to other groups. Considering the results of the study, hotel staff members who are in the middle in terms of age and the number of working years have negative awareness of customer service training. Most of works are concentrated on these members and they are in the middle of the decision making hierarchy. In that sense, it is identified that the members have a strong will to improve the current status through actual work rather than customer service training. specially the culinary team has negative awareness of customer service training more than other teams. That is because members of the culinary team face customers in person less than other teams so they have a stronger will to upgrade their cooking capabilities rather than participating in customer service training programs. Accordingly, it is necessary to make efforts to enable the groups who have negative awareness of customer service training to understand necessity of the training. Also, the management has to take care of staff members by not giving too much work within a short period of time so that they will not have negative awareness of customer service training due to heavy workload. This study targeted hotel staff in Jeju. However, there can be an awareness gap of customer service training by regional characteristics and hotel so we will conduct a study to identify difference by region and hotel in the future.