Strategy to Develop & Enhance the Capability of the Hospitality Personnel and Create Competitive Advantages: 3-5 Star Hotel Within Nakhon Pathom Province

Abstract

To study the competencies of service personnel that affect work efficiency, and 2) To develop strategies for developing the competencies of service personnel to increase efficiency and create competitive advantage.  This research is a combined method of research. Two sample groups were used: 1. A group of 400 hotel employees who were responsible for providing direct service to customers. The sample was randomly selected using a chain selection method. The instrument used to collect data was a questionnaire. Data were analyzed using percentage, mean, and standard deviation analysis. 2. A group of experts working in hotels who are responsible for setting strategies for developing the competencies of service personnel within the organization, totaling 8 people, a random sample group that does not use probability and uses specific selection methods. Data were collected by organizing small group discussions. The data were analyzed by content analysis. The research results found that: 1) The results of the competency of service personnel that affect work efficiency in all 5 areas are: "Knowledge" has an average of 3.28, which is at a moderate level. "Skill" has an average of 3.59, which is at a high level. "Self-concept" has an average of 3.63, which is at a high level. "Traits" has an average of 3.65, at a high level, and "Attitude" has an average of 3.48, at a moderate level.  2) Strategies for developing the competency of service personnel to increase efficiency and create a competitive advantage It can be divided into two levels: Level 1 is the strategy that arises from the process of working together in the organization, and Level 2 is the strategy that arises from the organization.