本研究聚焦台灣飯店業因人手短缺所面臨的重大挑戰，特別是在客房部門和 餐飲部門。人力短缺問題在 COVID-19 疫情以及台灣邊境重新開放後更加嚴 重。研究者使用半結構式訪談方法，從飯店業的從業者獲取資料以全面了解 情況。研究結果顯示，勞動市場激烈競爭、相對於其他行業較低的薪酬、職 業發展路徑不明確以及對待待遇較不高的印象，是導致人力短缺的主要因 素。飯店業已採取策略，如跨部門支援、聘用兼職員工和外包服務，以應對 人力短缺。然而，潛在員工對薪資、職業發展路徑的限制、不足的培訓和支 援，以及工作時間安排的限制表示了顧慮。為解決人力短缺問題，飯店業應 調整服務標準，加強部門員工培訓和支援，改善薪資和職業發展路徑，並通 過針對退休員工和海外勞工的市場擴展來尋找機會。然而，本研究存在參與 者數量和多樣性方面的限制，以及語言障礙。

This research highlights the significant challenges faced by the hotel industry in Taiwan due to the shortage of manpower, particularly in the housekeeping and food and beverage departments. The shortage has been further exacerbated by the COVID-19 pandemic and the reopening of Taiwan’s borders. The researcher used the semi-structured interview to collect data from the hotel industry’s insiders for a comprehensive understanding. It turns out that fierce competition in the labor market, low compensation compared to other industries, unclear career paths, and the perception of the hospitality industry as less prestigious are the main factors that contribute to the shortage. The hotel industry has implemented strategies such as cross- department support, hiring part-time staff, and outsourcing services to cope with the shortage. However, potential employees express concerns about salary, limited career paths, insufficient training and support, and work schedule constraints. To address the shortage, the hotel industry should adapt service standards, enhance departmental employee training and support, improve salary and career paths, and explore opportunities to expand the labor market by targeting retired employees and overseas labor. However, there are limitations in terms of participant number and variety, and language barriers in this research.

Thesis Validation Letter i
Abstract (Chinese) ii
Abstract (English) iii
Table of Figure vi
Table of Table vi
Chapter 1: Introduction 1
Chapter 2: Literature Review 3
2.2 Human Resources Management in the Hotel 5
2.2.1 General Human Resource Management in the Hotel 5
2.2.2 Human Resources Management in the Hotel during the covid-19 pandemic 7
2.3 The Shortage of Manpower in Taiwan 9
2.4 The shortage of manpower in the hotel industry in Taiwan 10
2.5 The Labor and Regulations 12
Cahpter 3: Methodology 15
3.1 Research Design 16
3.2 Research Methods and Data Collection. 17
3.2.1 Interviews 19
Chapter 4: Results 24
4.1 the current situation of manpower 24
4.2 Primary Factors that Contribute to employee attrition. 27
4.3 the hotel responds to the shortage of manpower. 32
4.4 Potential employee’s expectation 41
4.5 Suggested Solution to the Shortage of Manpower 44
4.6 the future of the hotel industry in Taiwan 50
Chapter 5: Conclusion 54
5.1 Managerial Implications 56
5.2 Limitations 59
5.4 Suggestions for Future Research 60
References 62
Appendices 68
Appendix 1 – Interview Consent Form 68
Appendix 2 – Interviewee Transcription No.1 69
Appendix 3 – Interviewee Transcription No.2 85
Appendix 4 – Interviewee Transcription No.3 98
Appendix 5 – Interviewee Transcription No.4 113
Appendix 6 – Interviewee Transcription No.5 125
Appendix 7 – Interviewee Transcription No.6 132
Appendix 8 – Interviewee Transcription No.7 161

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