Guidelines of Front Office Staff Selection: A Case Study of 3-Star Hotels in Bangkok
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Published:
Jun 7, 2018
Keywords:
Selection Competency Front Office Staff 3-Star Hotels
Main Article Content
Abstract
The goal of this research was to study the guidelines for selection of front office staff in hotel industry by using competency. To achieve that goal, the objectives of this research were to study the core competency and functional competency of front office staff and then propose competency guidelines for selection of front office staff in hotels. This research methodology was qualitative research and used in-depth interview to be tool in data collecting. The samples of this research were front office managers, human resources officers, and hotel managers amount 15 peoples from 3-star hotels, and then, qualitative data analyzed with content analysis.
Findings from the research suggested that core competency for selection of front office staff has 4 competencies including Employee Relations Competency, Professionalism Competency, Self–Management Competency, and Legal Knowledge Competency. Functional competency also has 4 competencies including Communication Competency, Customer Relations Competency, Technical and Operational Knowledge Competency, and Leadership Competency.
From the above findings, the author had proposed competency guidelines for selection of front office staff in hotels including the model of job interview form based on core competency and functional competency of front office staff. Moreover, it can be guidelines for hotel’s HR Department to use in their job interview for selecting new front office staff. In addition, the outcomes of the study are able to use as guidelines for academic institution to improve teaching and training courses regarding hospitality program and it can be guidelines for others to investigate the issues relating to the selection of front office staff in the future.
Article Details
How to Cite
Wiratee Suksamran ว. ส., & Suwaree Namwong ส. น. (2018). Guidelines of Front Office Staff Selection: A Case Study of 3-Star Hotels in Bangkok. Dusit Thani College Journal, 12(Special), 36–56. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/129202
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Academic Article
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References
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personality-based structured interviews in identifying successful teachers. Unpublished dissertation. University of Kansas, Lawrence, Kansas, U.S.
Davila, L. & Kursmark, L. (2005). How to choose the right person for the right job every
time. New York: McGraw-Hill Education.
Farnham, D. & Stevens, A. (2000). Developing and implementing competence-based
recruitment and selection in a social services department-a case study of west sussex county council. International Journal of Public Sector Management. 13(4): 369-382.
Ferman, M. & Özçelik, G. (2006). Competency approach to human resource management:
outcomes and contribution in a turkish cultural context. Human Resource Development Review. 5(1): 72 - 91.
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graduates: perceptions of employers. National Association of College and University Food Service Journal. 16: 34 - 42.
Jinnanatcha, C. (2011). Competency based personal development : competency based
learning by web. A Term paper for the Degree of Master of Science, Mahanakorn University of Technology. (In Thai).
Kalaya, P., Sirithiti, K., Unyaphan, S. & Sattarattanakajorn, K. (2015). Desirable characteristics of
personnel preferred by hotel’s executives in Lampang province. Journal of Modern Management Science. 8(2): 42 - 55. (In Thai).
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star-rated hotels in Bangkok, Thailand. Bangkok: Sripatum University. (In Thai).
Kay, C. & Russette, J. (2000). Hospitality-management competencies identifying managers'
essential skills. Cornell Hospitality Quarterly. 41(2): 52 - 63.
Kennedy, P. W. & Dresser, S. G. (2005). Creating a competency-based workplace. Benefits
and Compensation Journal. 42(2): 20 - 23.
Kongkasawat, T. (2009). How to start when competency is applied to organization.
Bangkok: Technology Promotion Association (Thailand-Japan). (In Thai).
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Laothana, S. (1999). Human resource management. Bangkok: Thana Printing Co.,LTD. (In Thai).
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court officials. Independent Study for the Degree of Master of Public
Administration, Chiangmai University. (In Thai).
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Psychological Science. 9(5): 331 - 339.
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a competitive advantage. New Jersey: Pearson Education.
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Chonburi. Thesis for the Degree of Master Business Administration, Stamford
International University. (In Thai).
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educator, industry, and student perspective. Hospitality and Tourism Educator. 6(4): 37 - 40.
Phanviriyavej, W., Chinatrakul, R. & Renganan, S. (2011). A study of 3 star hotels requirements
concerning trainees students on front office department in Bangkok. Journal of Industrial Education. 10(3): 347 - 358. (In Thai).
Promwarunrak, S. & Techaviriyakul, S. (2004). Competency-based interview for Thai
beverage can company limited. A Term paper for the Degree of Master of Science, National Institute of Development Administration. (In Thai).
Pungrampan, C. (2010). Performance evaluation for human resource managers of
human resource management students: the case study of Phranakhon Rajabhat
University. Bangkok: Phranakhon Rajabhat University. (In Thai).
Rassametummachot, S. (2005). The development of human potential by competencybased learning. Bangkok: Amarin Printing & Publishing Public Company Limited. (In Thai).
Rassametummachot, S. (2007). Competency-based human resources management.
Bangkok: Amarin Printing & Publishing Public Company Limited. (In Thai).
Saengpanich, W. (2009). Required and actual pensonal competency in tao garden health
spa and resort, Chiang Mai province. Thesis for the Degree of Master of Arts,
Chiangmai University. (In Thai).
Suksanga, M. (2011). Core competencies desirable for recruitment and selection of
leading organization in Thailand a case study of the siam comment public company limited. Bangkok: Suan Sunandha Rajabhat University Press. (In Thai).
Tas, R. (1988). Teaching future managers. The Cornell Hotel and Restaurant Administration
Quarterly. 29(2): 41 - 43.
Tesone, D. V. & Ricci, P. (2005). Job competency expectations for hospitality and tourism
employees. Journal of Human Resources in Hospitality and Tourism. 4(2): 53-64.
Wheelahan, L. (2007). How competency‐based training locks the working class out of
powerful knowledge: a modified bernsteinian analysis. British Journal of Sociology of Education. 28(5): 637 - 651.
Wolfe, D. A., Sandler, J. & Kaufman, K. (1981). A Competency-based parent training program
for child abusers. Journal of Consulting and Clinical Psychology. 49(5): 633.
Yaemjamuang, B. (2014). The readiness of personnel in tourism industry on entering
AEC case study of 3- star hotel. 1st Suan Sunandha National Academic Conference on Rattanakosin’s Arts and Culture for Thailand’s locality Development (p.191-197). Bankok: Suan Sunandha University. (In Thai).
Yaisawang, E. (2011). The development of a competency-based training program to
develop professional competency of non-life insurance agents. Thesis for the Degree of Doctor of Philosophy. Chulalongkorn University. (In Thai).
president, Mahidol University (Salaya Campus). Academic Services Journal. 22(1):
59 - 72. (In Thai).
Breiter, D. & Dements, C. J. (1996). Hospitality management curricula for the 21st century.
Hospitality and Tourism Educator. 8(1): 57 - 60.
Cheerakan, K. (2012). Current competencies of human resources managers in Thai
Commercial Banking Group. Bangkok: Dhurakij Pundit University. (In Thai).
Chung-Herrera, B. G., Enz, C. A. & Lankau, M. J. (2003). Grooming future hospitality leaders: a competencies model. Cornell Hotel and Restaurant Administration Quarterly. 44(3): 17 - 25.
Cowans, P. L. (1999). A comparison of the predictive power of competency-based and
personality-based structured interviews in identifying successful teachers. Unpublished dissertation. University of Kansas, Lawrence, Kansas, U.S.
Davila, L. & Kursmark, L. (2005). How to choose the right person for the right job every
time. New York: McGraw-Hill Education.
Farnham, D. & Stevens, A. (2000). Developing and implementing competence-based
recruitment and selection in a social services department-a case study of west sussex county council. International Journal of Public Sector Management. 13(4): 369-382.
Ferman, M. & Özçelik, G. (2006). Competency approach to human resource management:
outcomes and contribution in a turkish cultural context. Human Resource Development Review. 5(1): 72 - 91.
Hsu, C. H. C. (1995). Competencies needed and Demonstrated by hospitality management
graduates: perceptions of employers. National Association of College and University Food Service Journal. 16: 34 - 42.
Jinnanatcha, C. (2011). Competency based personal development : competency based
learning by web. A Term paper for the Degree of Master of Science, Mahanakorn University of Technology. (In Thai).
Kalaya, P., Sirithiti, K., Unyaphan, S. & Sattarattanakajorn, K. (2015). Desirable characteristics of
personnel preferred by hotel’s executives in Lampang province. Journal of Modern Management Science. 8(2): 42 - 55. (In Thai).
Kanjanasilanon, C. (2010). Human resource development guidelines for three
star-rated hotels in Bangkok, Thailand. Bangkok: Sripatum University. (In Thai).
Kay, C. & Russette, J. (2000). Hospitality-management competencies identifying managers'
essential skills. Cornell Hospitality Quarterly. 41(2): 52 - 63.
Kennedy, P. W. & Dresser, S. G. (2005). Creating a competency-based workplace. Benefits
and Compensation Journal. 42(2): 20 - 23.
Kongkasawat, T. (2009). How to start when competency is applied to organization.
Bangkok: Technology Promotion Association (Thailand-Japan). (In Thai).
Lado, A. A. & Wilson, M. C. (1994). Human resource systems and sustained competitiveadvantage: a competency-based perspective. Academy of management review. 19(4): 699 - 727.
Laothana, S. (1999). Human resource management. Bangkok: Thana Printing Co.,LTD. (In Thai).
Leung, W. C. (2002). Competency based medical training: review. BMJ: British Medical
Journal. 325(7366): 693.
Luekitinan, W. (2015). The competency implementation in human resource management:
A case study in global leading tire company. Journal of Management Sciences. 32(1): 9 - 36. (In Thai).
Mahayodsanan, P. (2006). An analysis of core competencies of regional administrative
court officials. Independent Study for the Degree of Master of Public
Administration, Chiangmai University. (In Thai).
McClelland, D. C. (1998). Identifying competencies with behavioral-event interviews.
Psychological Science. 9(5): 331 - 339.
Mondy, R. W., Noe, R. M. & Premeaux, S. R. (2002). Human resource management: gaining
a competitive advantage. New Jersey: Pearson Education.
Muangkerd, T. (2012). Marketing strategy and competitiveness of 3-star hotels in Pattaya
Chonburi. Thesis for the Degree of Master Business Administration, Stamford
International University. (In Thai).
Mulready-Shick, J., Kafel, K. W., Banister, G. & Mylott, L. (2009). Enhancing quality and safety
competency development at the unit level: an initial evaluation of student learning and clinical teaching on dedicated education units. Journal of Nursing Education. 48(12): 716.
National Statistical Office. (2017). The 2016 hotels and guest house survey. Retrieved May 10,
2018, From https://www.nso.go.th/sites/2014/DocLib13/
Nolan, C., Conway, E., Farrell, T. & Monks, K. (2010). Competency needs in Irish hotels:
employer and graduate perspectives. Journal of European Industrial Training. 34(5): 432 - 454.
O'Connor, S. E., Pearce, J., Smith, R. L., Voegeli, D. & Walton, P. (2001). An evaluation of the
clinic a performance of newly qualified nurses: a competency based assessment. Nurse Education Today. 21(7): 559 - 568.
Okeiyi, E., Finley, D. & Postel, R. T. (1994). Food and beverage management competencies:
educator, industry, and student perspective. Hospitality and Tourism Educator. 6(4): 37 - 40.
Phanviriyavej, W., Chinatrakul, R. & Renganan, S. (2011). A study of 3 star hotels requirements
concerning trainees students on front office department in Bangkok. Journal of Industrial Education. 10(3): 347 - 358. (In Thai).
Promwarunrak, S. & Techaviriyakul, S. (2004). Competency-based interview for Thai
beverage can company limited. A Term paper for the Degree of Master of Science, National Institute of Development Administration. (In Thai).
Pungrampan, C. (2010). Performance evaluation for human resource managers of
human resource management students: the case study of Phranakhon Rajabhat
University. Bangkok: Phranakhon Rajabhat University. (In Thai).
Rassametummachot, S. (2005). The development of human potential by competencybased learning. Bangkok: Amarin Printing & Publishing Public Company Limited. (In Thai).
Rassametummachot, S. (2007). Competency-based human resources management.
Bangkok: Amarin Printing & Publishing Public Company Limited. (In Thai).
Saengpanich, W. (2009). Required and actual pensonal competency in tao garden health
spa and resort, Chiang Mai province. Thesis for the Degree of Master of Arts,
Chiangmai University. (In Thai).
Suksanga, M. (2011). Core competencies desirable for recruitment and selection of
leading organization in Thailand a case study of the siam comment public company limited. Bangkok: Suan Sunandha Rajabhat University Press. (In Thai).
Tas, R. (1988). Teaching future managers. The Cornell Hotel and Restaurant Administration
Quarterly. 29(2): 41 - 43.
Tesone, D. V. & Ricci, P. (2005). Job competency expectations for hospitality and tourism
employees. Journal of Human Resources in Hospitality and Tourism. 4(2): 53-64.
Wheelahan, L. (2007). How competency‐based training locks the working class out of
powerful knowledge: a modified bernsteinian analysis. British Journal of Sociology of Education. 28(5): 637 - 651.
Wolfe, D. A., Sandler, J. & Kaufman, K. (1981). A Competency-based parent training program
for child abusers. Journal of Consulting and Clinical Psychology. 49(5): 633.
Yaemjamuang, B. (2014). The readiness of personnel in tourism industry on entering
AEC case study of 3- star hotel. 1st Suan Sunandha National Academic Conference on Rattanakosin’s Arts and Culture for Thailand’s locality Development (p.191-197). Bankok: Suan Sunandha University. (In Thai).
Yaisawang, E. (2011). The development of a competency-based training program to
develop professional competency of non-life insurance agents. Thesis for the Degree of Doctor of Philosophy. Chulalongkorn University. (In Thai).