因COVID-19疫情，各國政府實施了嚴格的封鎖和行動限制，以防止病毒在全球範圍內感染，伴隨著COVID-19 相關限制的放寬，包括五星級旅館業務在內的旅遊業務在今年取得了令人難以置信的繁榮，儘管如此，在五星級旅館這樣一個勞動密集型行業，人力資源對於鞏固其持續競爭優勢有著舉足輕重的作用，五星級旅館這幾十年來一直飽受勞動力不足、離職率高等問題的困擾離職率高等問題的困擾，然而這個問題應該得到解決，此外，不可否認的有效招聘員工和有效教育訓練員工，是可以保持持續的關鍵問題，因此，本本研究以探討五星級旅館從業人員就業力指標，以幫助五星級旅館經營者解決這些困難。
經由文獻探討與專家會議的結果，初步建立4個構面與24個指標，透過6位五星級旅館專家利用模糊德爾菲進行專家問卷篩選，篩選出4個構面與17個指標，建構出五星級旅館從業人員就業指標，本研究提供為在招募從業人員以及增加五星級館從業人員能力指標的依據，擺脫勞動力與就業力不足的原因，提高服務品質，增加從業人員的競爭力，以及為相關教育產業有效的課程設計以及培養學生技能參考依據。
Owing to the COVID-19 epidemic, governments have implemented sever lock-down and mobility restrictions to prevent the virus infection globally. With the relaxa-tions of COVID-19 related restrictions, the travel business, including five-star hotel business, obtained incredible prosperity in this year. Nevertheless, in the hotel industry, a labor-intensive business, human resources play significant roles for reinforcing their sustained competitive advantages. Additionally, the hotel practitioners have been per-secuted by the problems of the insufficient workforce and high turnover rate for dec-ades. This issue should be addressed. Furthermore, doubtless, efficiently recruiting and effectively training their workforce should be the crucial issues for maintaining their sustainability. Thus, this study aims to develop an indicator framework of five-star ho-tel workforce employability to benefit those hoteliers for resolving those difficulties.
Based on the intensive reviews of literature and the results of round-table meet-ings with experts, four domains with 24 criteria were selected initially. With conduct-ing the Fuzzy Delphi method, the research identified 17 criteria under four domains as the critical determinants of competent five-star employees. The results of this study certainly simultaneously benefit the practitioners to avail against the predicaments of labor insufficiency and inefficiency, raise the service quality, and reinforce their com-petitiveness, and provide the related academics with suggestions for developing effica-cious curriculum.
