旅館風險管理與評估方案之建構

A proposed solution for Hotel Risk Management and Assessment

為提升國內旅遊環境安全，促進國內旅館發展，本研究以風險管理的角度，針對國內旅館可能遭遇與應列入考慮之風險進行研究。風險因子分為櫃台大廳、客房、公共區與包廂、設施與服務等主要場所，及19種不同類型。藉由專家波達計數法排序，超級矩陣計算，推導出旅館風險因子之權重。此外，本研究建立以發生頻率與嚴重程度為基準的旅館風險矩陣，並建立風險評估基準，以國內四處不同旅館型態為例，依據權重與風險矩陣評估風險值，進行風險分級，以建構一套可行的風險評估模式。對於使用者而言，將可快速選擇安全之旅館；對於業者而言，檢視缺失後及早做改善，有助於服務品質之提升；對於政府官員而言，可提供建立旅館的風險評選制度，實施風險預測，進行管控措施之參考。

In order to improve the safety of domestic tourism environment and promote the development of domestic hotels, this study conducts the risk management study on the risks that domestic hotels encountered and consideration. Risk factors are included in lobby, rooms, public areas and VIP, facilities & services, contain 4 main items and 19 different types. By expert Borda count method, super matrix calculation, derive the weight of hotel risk factor. In addition, this study establishes a hotel risk matrix based on the frequency and severity of occurrences, and establishes a risk assessment benchmark. Take four different hotel types as an example in Taiwan. According to the weight and risk matrix to gain the risk value, risk classification. For users, will be able to quickly select a safe hotel; for the business, will be improving for service quality by evaluation; for the government official, it can provide the establishment of hotel risk assessment system, the implementation of risk prediction, risk control as reference.