過去旅館經營管理相關文獻皆以探討前檯工作人員之滿意度與關鍵成功因素，較少關注在於後勤行政人員之工作重要性與滿意度。
儘管我們知道旅館業前後檯的關係密不可分，但往往後檯人員的努力付出卻可能不受到管理階層之重視，因為管理階層相對比較感受不到後檯行政人員的努力成果。因此，本研究探討旅館業管理階層對於後勤行政人員工作重要性與滿意度分析，以臺灣旅館業為觀察樣本，採焦點團體訪談法 (Focus Groups) 與重要性與滿意度分析法 (Importance Performance Analysis, IPA) 。結論可得知18家國際觀光旅館之第一象限 (繼續保持) 、第二象限 (過度開發) 、第三象限 (低順位區) 及第四象限 (立即改善) 之相關題項重要因子，即為公司優劣勢之來源，也是企業所需保持或加強之所在。由本研究之結果可得知，落在立即改善區的計有人資部的在職訓練、工程部設備保養、修繕進度、外包工程之監督與驗收、 公關部的行銷與企劃能力、資訊部的系統建置與規劃能力、採購部的供應商管理及採購資訊、後勤行政人員的工作態度等，這些都是後勤行政人員應注意及改善的項目，以達成管理階層之期望，提升旅館經營之管理成效。
關鍵詞：旅館業、國際觀光旅館、焦點團體訪談法、重要性與滿意度分析法

The related literature about hospitality management in the past addressed on the management’s satisfaction and the success of frontline employees, neglecting the management’s satisfaction and evaluation of the back-end staff.
Although there is a close relationship between the frontline and the back-end staff, the effort of the latter is usually ignored by the management. The management are not able to see the achievement of the back-end workers when compared to that of the frontline ones. Thus, this research focuses on the analysis from the management’s perspective in the accomplishment of back-end employees and how these workers are valued. International tourist hotels are the main observed subject of this research; the focus groups method and Importance Performance Analysis (IPA) are the two major methodologies. Conclusions can be learned in the first quadrant of the 18 hotels (remain), the second quadrant (overdevelopment), an important factor in the third quadrant (lower overall area) and the fourth quadrant (immediate improvement) of the related questions of that as the source of the company's strengths and weaknesses, but also where the business needs to maintain or strengthen it. From the results of this study can be learned, fell immediately to improve job training count someone owned unit area, maintenance, repair schedule, system monitoring and inspection, marketing, public relations and planning capabilities, Information Division of the Engineering Department of the construction equipment outsourcing project setting and planning capabilities, supplier management and procurement of it purchasing, logistics and other administrative staff work attitude, these are the logistical and administrative staff should pay attention to improving the project to achieve the desired levels of management to enhance management effectiveness of hotelier.
Keywords: hospitality industry, International Tourist Hotel, focus group, Importance Performance Analysis (IPA)

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