Multi-skilling for front-line managers in hotels in Taiwan is the
main focus of this book. The literature suggests that
multi-skilling addresses two industrial problems in Taiwan; the
shortage of qualified workers and the high turnover rate of staff
in the five-star hotel industry. Both factors have negatively
impacted on the productivity and performance of five-star hotels in
Taiwan, as a high level of service delivery cannot be sustained by
inexperienced staff in accordance with a service profit chain
model. In addition, as multi-skilling enhances an employee's
knowledge, skills and abilities, this has an effect on attitude and
the attitude of an employee determines the output of service
performance in relation to tasks assigned. Therefore, the aim of
this book is to examine whether multi-skilling exists and the
beneficial factors of multi-skilling for five-star hotels in
Taiwan.
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