Skills and competencies needed for the hong kong hotel industry:The perspective of the hotel human resources manager

Benny Chan, Marianne Coleman

Research output: Contribution to journalArticlepeer-review

20 Citations (Scopus)

Abstract

The tourism industry is one of the main sources of income to Hong Kong. If qualified employees provide better service, Hong Kong can potentially attract even more visitors. The training of new recruits and existing staff is therefore vital, but views on the value and the type of training vary amongst the stakeholders. This study of the views of hotel human resources managers revealed that they considered that people who were interested in developing their career in the hospitality industry must be prepared to start at the bottom. The hotel human resources managers strongly believe that employees must have a positive service-mind and commitment to the industry with a certain degree of working experience. Employers perceived these were important components to success for every member of staff, rather than having a good educational background. It is suggested that in order to face the challenges of retention of qualified employees, the growth of information technology and more demanding customers, provision of educational qualifications is needed. Such qualifications will raise the status of the hotel industry in general and enhance the status of the service providers as professionals.

Original languageEnglish
Pages (from-to)3-18
Number of pages16
JournalJournal of Human Resources in Hospitality and Tourism
Volume3
Issue number1
DOIs
Publication statusPublished - 30 Sep 2004

Keywords

  • Educational qualifications
  • Hotel expectations
  • Human resource managers
  • Skills and competencies

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