Competencies of Disabilities in the Front Office of Hotel Business: A Comparison of Perspective between Thailand and Vietnam Hotel Business

Abstract

This research was qualitative research with phenomenological approach which aims to study 1) competencies of disabilities people in front office service in hotel industry and 2) attitude of front office hospitality organization toward disabilities people from entrepreneur’s aspect in Thailand and Vietnam. The result will compare the aspect of hospitality organization in Thailand and Vietnam by in-depth interviews of human resource managers, employees with disabilities at front desk, Thai and Vietnamese normal employees from 10 hotels of each country. We analyzed data by classification categories based on issues, making conclusions and presenting them with descriptive analytic method. The results of the study revealed that: 1) main competencies, performance roles and responsibilities of employees with disabilities from the point of view of hotel managers in Thailand and Vietnam were not significantly different, Thailand has identified more English skills. 2) the hospitality organization attitude toward employees with disabilities from 2 countries are positive and satisfy with their performance and willing to hire more disabilities people in the future. Comparing between Vietnamese normal staffs likely thought disabilities people tend to have same ability as normal person than Thailand. This research could be beneficial to governments and organizations for basic information to develop and supports on each condition of people with disabilities for recruitment around their countries.