Development of a Problem-Based Service Training Curriculum for Hotel Receptionists in the Northeastern Region

Abstract

The objectives of this research were 1) to study service factors of hotel receptionists in the Northeastern region, 2) to develop a problem-based service training curriculum in the Northeastern region, and 3) to evaluate a problem-based service training curriculum in the Northeastern region. The samples were 440 hotel receptionists. The research instrument was a questionnaire with the reliability of 0.95. The statistics used to analyze data were mean, standard deviation, the exploratory factor analysis, and t-test for dependent samples.    

The results were as follows.

1. The service factors of the hotel receptionists in the northeastern region consisted of 7 factors, namely, 1) services and communication, 2) leadership and customer behavior forecast, 3) management and marketing, 4) management of cultural diversity, 5) the usage of technologies in working, 6) administrative management, and 7) team work.
2. The curriculum structure consisted of 1) a curriculum name, 2) the conditions of problems and the needs of the curriculum, 3) development of training curriculum, 4) principles of training curriculum, 5) aims of training curriculum, 6) structures of training curriculum, 7) contents of training curriculum, 8) activities and training methods, 9) media used in training, and 10) measurement and evaluation.
3. The results of the evaluation of the problem-based training curriculum revealed that the hotel receptionists who were trained had the mean scores of knowledge and ability after training higher than that before training, and after training for 8 weeks, the mean score of the knowledge and ability was higher than that after training. The results of the mean score of the duty performance of the hotel receptionists after training for 8 weeks was higher than that before training. The trainees were satisfied with the training by using the problem-based training curriculum at the highest level.