| Summary: | 博士 === 國立臺灣師範大學 === 人類發展與家庭學系 === 99 === The most important resource to the service industry is human. The development of human resource strengthens a business’ competitiveness, but in small and mid-size hotels, staff training is often unsystematic and fails to reap desired results. The purpose of the study include: 1. Develop an educational training model for hotel managers; 2. Evaluate the effects of the training model; 3. Analysis the influence factors of PBL training model. The educational training model is developed based on the ISO10015 system, and the five stages of the model include: training needs assessment、design and plan training、training implementation、training evaluation and training monitor. A case study and importance–performance analysis are adopted to identify competency gaps. Based on the managerial competency framework, the importance of competency is determined by using Fuzzy Delphi method, and the performance is estimated by 360 degree feedback. The effectiveness of TNA is confirmed through interviewing the general manager. The training program was developed according to the competency gap, and conducted with PBL strategy. The study result shows that trainee can solve managerial problems effectively by using critical and reflective thinking. The positive factors of the training implementation are organizational learning atmosphere, group dynamic and group member complementary. On the side, the negative factors including hierarchical obstacle and experiential limitation.
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