Guidelines for the Development of a Training Model Based on the Competency Standards for Guest Service Agents at Four–Five Star Hotels in Bangkok Metropolis

Abstract

In this research investigation, the researchers examine (1) the level of opinions related to a training model and the need for the competency development of guest service agents at    four – five star hotels; investigates (2) the relationship of demographic factors and a training model with the need for competency development; and propose (3) guidelines for the development of a training model based on the competency standards of the service agents under study.

            In this mixed-methods research, a questionnaire was used to collect data in the quantitative research using a multistage sampling. Data were analyzed using descriptive statistics and inferential statistics of t test, one-way analysis of variance (ANOVA), and regression analysis on the questionnaire responses of 400 guest service agents at four – five star hotels in Bangkok Metropolis at the statistically significant level of .05. In the qualitative research, in-depth interviews were conducted with seven employees at the level of manager or assistant manager of front offices and in the human resource departments.

            Findings are as follows. The sample population strongly agreed with the group and individual training programs. They exhibited the need for competency development overall at the highest level. Demographic factors in the aspects of gender, educational level, operational level, and hotel work experience period exhibited an influence on the need for competency development. Brainstorming the training model, on the job training, and job rotation exhibited an influence on the need for competency development. Public training from specialists would enhance the efficiency of the employees.