Curriculum development for human competency of service process innovation in 4-5 stars hotels managed by Thai owners

Abstract

          The objectives of this research are 1) to analyze competency models for service process innovation in 4-5-star hotels managed by Thai owners, and 2) to study and develop training courses on service process innovation for 4-5-star hotels managed by Thai owners by qualitative research methodology, in-depth interviews with open-ended semi-structured questions. The samples are:  group 1: 2 experts/academics from hotel business, group 2: 6 executives from 5-star hotels, group 3 is 2 experts/academics in service process innovation, group 4 is experts/academics of 2 persons in the field of course development, group 5 is 2 director of human resources from 5-star hotels in Thailand. Research instruments are semi-structured interviews, which are open-ended questions. Data analytics use percentage values, and content analysis.

          The results showed that the competency for service process innovation for 4-5-star hotels is 1. Be creative, seek novelty. 2. Have the ability to look for opportunities and operate proactively 3. Have leadership, play a variety of roles, be committed. 4. Have a network of partners and teams both inside and outside the organization to create innovation 5. Have an understanding of assessing the strengths and weaknesses of the organization, risks and business opportunities 6. Have the ability to represent change. 7. Have the ability to promote continuous learning at all times. 8. Have the ability to improve and develop tasks continuously, 9. Have abilities and learning technological skills, and 10. Team control and coordination. Researcher applied 10 competencies to design a two-day training course which consists of Day 1 Unit 1: Response to VUCA world (45 minutes), Unit 2: Customer-Centric (1.30 Hour), Unit 3: 10 competencies of service process innovation (3 hours) Unit 4: Service Blueprint (45 minutes) Day 2 Unit 5: Design Thinking (6 hours) with follow-up and evaluation after 15 days,  30 days and 60 days after the workshop with middle management participants who need to develop one service process innovation and present to GM and management for approval.