A Competency Development Model for Hotel Personnel: A Case Study of the Zign Hotel Chain
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Abstract
The research article objectives were (1) to study the conditions and needs for developing performance competency of the staff of the Zign Hotel Group, (2) to create a model for performance competency development, and (3) to assess the model of the performance competency development. The research consisted of 3 steps. Step 1 fulfilled the first objective through conducting in-depth interviews with 24 hotel department heads. Questionnaires were also used to collect data from 692 employees. Step 2 was the development of a performance competency model via Exploratory Factor Analysis (EFA) with Equamax rotation to extract the related factors. Step 3 was conducted with nine experts recruited to assess the created model.
The research findings were threefold. The first finding revealed that the hotel considered personal development as a necessity, and thus set a plan to uplift operational knowledge and skills among the staff by organizing internal trainings. The training plan aimed at promoting the staff’s continuous learning and multi-task ability. Monitoring and evaluation were also continuously conducted to yield feedbacks for further personnel improvement and development. The second finding indicated four skills derived from the factor analysis: Human relations skills, cognitive skills, operational technical skills, and personality skills. The finding in this step was used to develop the competency development model.
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Academic articles, research articles, and book reviews in the Ph.D. in Social Sciences Journal are author’s opinions, and not the publisher’s, and is not the responsibility of the Ph.D. in Social Sciences Journal Philosophy Association, Ramkhamhaeng University. (In the case that research is done on human, the researcher has to be trained in Ethics for Doing Research on Human Training and has to produce the evidence of the training).
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