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Multiskilling for frontline managers in hotels in Taiwan is the main focus of this book. The literature suggests that multiskilling addresses two industrial problems in Taiwan; the shortage of qualified workers and the high turnover rate of staff in the fivestar hotel industry. Both factors have negatively impacted on the productivity and performance of fivestar 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 multiskilling 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 multiskilling exists and the beneficial factors of multiskilling for fivestar hotels in Taiwan.
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