連鎖汽車旅館經營管理績效之評估

Evaluation of Motel Chain's Operation and Management Performance

評鑑連鎖汽車旅館的好壞不外乎聚焦於其地理位置、服務品質、整潔以及設施設備是否齊全。其中，除了地理位置是旅館無法改善之外，服務品質及整潔可教育員工加強管理訓練，客房設備則需靠平常對設備持續維修保養。本研究以物業管理相關文獻為基礎，彙整出連鎖汽車旅館經營管理成功因素，以供旅館經營團隊之參酌。研究結果顯示，連鎖汽車旅館整體經營管理之提升，總公司扮演極為重要的角色。財務健全與優良的危機處理能力乃連鎖汽車旅館經營團隊管理的首要考量，服務品質與標準化制度建立則次之，客服SOP的建立亦不容忽視。管理者可在修繕計畫搭配「開源節流企劃書」揭示每一階段預之決算目標；預決算的建立可瞭解經費運用比率、年度決議實施項目執行程度、管理費運用流向等，提升旅客對旅館服務及住宿品質之感受。不過，一旦旅館產生「人為服務及軟硬體管理疏失」則旅客信賴度問題將隨之浮現，連鎖汽車旅館經營團隊以往的優良服務極可能因而功虧一簣。

The assessment of the quality of a chain of motels involves geographical location, service quality, neatness and the completeness of the equipment in the hotel and the room. Among them, the geographical location is a fixed element because the hotel construction has been completed; however, the service quality and neatness can be improved through educating the employees to strengthen the management and training. The completeness of equipment in the hotel and room can be maintained by employees’maintenance on the equipment on normal days and manufacturers’continuous repair and maintenance. This research uncovered the key elements for hotel management in an objective and effective way via the reasonable assessment mechanism and actual data analysis, to provide reference to hotel management team. This research sorted out the success factors for the hotel management and integrated three dimensions according to their factor characteristics: overall quality of hotel management, perfect finance and good crisis management ability are primary considerations for the hotel management team, followed by the service quality and the establishment of standardization systems and custom service’s SOP. Managers can improve the plan to combine the“increase income and reduce expenditure plan”so as to disclose the goal of budget and final account in each stage. The establishment of budget and final account can indicate the expenditure application ratio, implementation degree for the yearly projects, use direction of management fees, etc., so that the tourists can improve the degree of perception for the hotel service and accommodation quality. Whenever there is the“error in service and remissness in hotel software and hardware management”, tourists will be doubtful about the trustworthiness of the hotel and the high-quality service previously provided by the hotel management team will lost.