Individual competence for the hospitality (original) (raw)
In order to investigate the available and desirable competencies in the hospitality industry, and propose suggestions for the formation of competencies capable of generating the desired performance, this research was conducted at Titan Plaza Hotel in Campina Grande, PB, with the participation of 11 employees. Data collection was made through a questionnaire prepared for the component categories of the analytical model "Competence training for the hospitality" and structured for this purpose. It was raised suggestions for worker qualification improvement and hotel hospitality. For the data treatment, the arithmetic mean gave support to closed questions and the distribution of frequencies to open questions. As for the results, the work context was defined by the functions descriptions of messenger, maid and receptionist, with a compatible level of education (high-school) and commitment to the company. Data analysis shows that the gaps of competence, low level presented, point to a real situation equivalent to ideal situation, showing no significance to suggest interventions, except for foreign language courses which mark the greatest need for training. The suggestions focusing on hospitality at the hotel indicate the operationalization of the work and the improvement of quality of service, whose action favors raising competencies levels. Keywords: Individual competence. Hospitality. Quality of service.
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