台灣地區餐飲業人力資源管理之探討

Abstract

台灣的餐飲業呈現逐年成長的趨勢，外食的趨勢也越來越蓬勃；餐飲業也因此成為台灣市場很重要的產業。然而，餐飲業為非常重人力及服務的產業，因此，各個餐廳的人力資源招募、訓練及留才制度可說是企業核心競爭力的來源，服務業的高度人力周轉率也是各餐廳必須解決的問題。本研究以欣葉餐廳為研究個案，從招募、訓練及留才三方面探討餐飲業對於人力資源管理的制度和方針。研究結果顯示，在工業4.0的時代下，餐飲業可透過科技的進步減少人力需求，也可考慮聘用二度就業婦女、實習科班學生、退休族等，並給予人力人性化的管理模式以及成長和學習的機會，以提升人力資源的品質和對於企業的忠誠度。

With the rise of the restaurant industry and the increasing trend of eating out in Taiwan, the importance of the restaurant industry in the Taiwanese market has also grown. However, as the restaurant industry is one that relies heavily on human resources to serve its customers, human resources can be regarded as the core competence of many restaurants. Our study conducted a case study of Shin Yeh, examining the human resource management of the company from three aspects: recruitment, training, and retention. Our results showed that new technologies could possibly play a part in decreasing human resource needs of restaurants, and that restaurant owners could possibly start turning to non-traditional human resource recruitment sources, such as mothers returning to work, intern students, and retirees. Once recruited, it is important to use humane management techniques and give employees room to learn and grow, so as to enhance human resource quality and employee loyalty.