The Application of the Objective Structured Clinical Examination to the B&B Butler Skills

• Main Author: 林汶璇
• Other Authors: LEE,CHING-SUNG
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/9wbh2r

碩士 === 輔仁大學 === 餐旅管理學系碩士班 === 107 === The bed and breakfast (B&B) industry is the reflection of technology, operation, attitude and communication skills, and the development of OSCE (objective structured clinical examination) enhances the combination of theory and practice. Therefore, through in-depth interview, five experienced butlers was interviewed during this study, in order to understand how they develop SOP (standard operating procedure) and OSCE. This study sat up a total of six categories of skills, including the breakfast service, telephone booking, check-in reception, counter consultation, check-out reception and room service. Among them, breakfast service has 12 rating items, telephone booking 11 rating items, check-in reception 21 rating items, counter consultation 5 rating items, check-out reception 6 rating items, and room service 11 rating items. The OSCE of butler skills in B&B constructed by the study successfully evaluated the skills of butlers in B&B, can be applied as the examination questions for B&B Butler Certificate, and also can be developed into the guideline for the curriculum of B&B Butler Certificate, thus providing the B&B industry with the talents who has been professionally trained.