Research Article
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Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies

Year 2020, Volume: 20 Issue: 3, 153 - 165, 30.07.2020
https://doi.org/10.21121/eab.795934

Abstract

The increasing internationalization and demands of the global market have put pressure on organizations to equip their staff with critical competencies. Therefore, the purpose of the study is to identify the core competencies regarded as essential in entering the senior management positions of the hotel industry. By employing a mixed method of both quantitative and qualitative techniques, the study was carried out in Turkey. The findings suggest that the core competencies pertain to the leadership, interpersonal, administrative, and conceptual/creative domains of the competency domain model.

References

  • Alexa. (2016, March 15). The top 500 sites on the web. Retrieved from http://www.alexa.com/topsites.
  • Auw, E. (2009). Human capital capabilities and competitive advantage. International Review of Business Research Papers, 5(5), 25-36.
  • Ayres, H. (2006). Education and opportunity as influences on career development: Findings from a preliminary study in eastern Australian tourism. Journal of Hospitality Leisure Sports and Tourism Education, 5(1), 16-28.
  • Baum, T. (1990). Competencies for hotel management: Industry expectations of education. International Journal of Contemporary Hospitality Management, 2(4), 13-18.
  • Baum, T. (2002). Skills and training for the hospitality sector: A review of issues. Journal of Vocational Education and Training, 54(3), 343-364.
  • Baum, T. & Kokkranikal, J. (2005). Human resource management in tourism. In L. Pender & R. Sharpley (Eds.), The Management of Tourism. Chennai: Sage.
  • Baum, T. (2006). Human resource management for tourism hospitality and leisure: An international perspective. London: Thomson.
  • Baum, T. (2015). Human resources in tourism: Still waiting for change - A 2015 reprise. Tourism Management, 50, 204-212.
  • Belias D., Vasiliadis L. & Velissariou E. (2020). Internal marketing int: The case of human resource empowerment on Greek hotels. In V. Katsoni & T. Spyriadis (Eds.) Cultural and tourism innovation in the digital era. Cham: Springer.
  • Bouranta, N., Chitiris, L. & Paravantis, J. (2008). The relationship between internal and external service quality. International Journal of Contemporary Hospitality Management, 21(3), 275-293.
  • Buergermeister, J. (1983). Assessment of the educational skills and competencies needed by beginning hospitality managers. Journal of Hospitality and Tourism Research, 8(1), 38-53.
  • Cheung, C., Law, R. & He, K. (2010). Essential hotel managerial competencies for graduate students. Journal of Hospitality and Tourism Education, 22(4), 25-32.
  • Christou, E. & Eaton, J. (2000). Management competencies for graduate trainees. Annals of Tourism Research, 27(4), 1058-1061.
  • Christou, E. (2002). Revisiting competencies for hospitality management: Contemporary views of the stakeholders. Journal of Hospitality and Tourism Education, 14(1), 25-32.
  • Crosby, P. B. (1980). Quality is free: The art of making quality certain. New York: Mentor.
  • D’Annunzio-Green, N., Maxwell, G. A. & Watson, S. (2005). Human resource management issues in hospitality and tourism: Identifying the priorities. In N. D’Annunzio-Green, G. A. Maxwell & S. Watson (Eds.), Human resource management: International perspectives in hospitality and tourism. Padstow: Thomson.
  • Devanna, M. A., Fombrun, C. & Tichy, N. (1981). Human resource management: A strategic perspective. Organizational Dynamics, 9(3), 51-67.
  • Dieke, P. U. C. (2001). Human resources in tourism development: African perspective. In D. Harrison (Ed.), Tourism and the less developed world: Issues and case studies. Trowbridge: Cabi.
  • Dogru, T., Isik, C. & Sirakaya-Turk, E. (2019). The balance of trade and exchange rates: Theory and contemporary evidence from tourism. Tourism Management, 74, 12-23.
  • Evans, J. (1993). Tourism graduates: A case of over-production. Tourism Management, 14(4), 243-246.
  • Evans, J. R. & Dean, J. W. (2003). Total quality: Management organization and strategy. United States: Thomson-South Western.
  • Field, A. (2009). Discovering statistics using SPSS. Estella: Sage.
  • Fournier, H. & Ineson, E. M. (2010). Closing the gap between education and industry: Skills’ and competencies’ requirements for food service internships in Switzerland. Journal of Hospitality and Tourism Education, 22(4), 33-42.
  • George, S. & Weimerskirch, A. (1994). Total quality management strategies and techniques proven at today’s most successful companies. United States: John Wiley & Sons.
  • Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of Business, 9(3), 10-13.
  • Hall, C. M. (2005). The role of government in the management of tourism: The public sector and tourism policies. In L. Pender & R. Sharpley (Eds.), The management of tourism, Chennai: Sage.
  • Helm, S. (2003). Calculating the value of customer referrals. Managing Service Quality, 13(2), 124-133.
  • Isik, C., Sirakaya-Turk, E. & Ongan, S. (2019). Testing the efficacy of the economic policy uncertainty index on tourism demand in USMCA: Theory and evidence. Tourism Economics, 1-14, https://doi. org/10.1177/1354816619888346.
  • Isik, C., Dogru, T. & Sirakaya-Turk, E. S. (2018). A nexus of linear and non-linear relationships between tourism demand renewable energy consumption and economic growth: Theory and evidence. International Journal of Tourism Research, 20(1), 38-49.
  • Israel, G. D. (1992). Determining sample size. Retrieved from https://a7852d97-a62cb3a1a-s-sites.googlegroups.com/site/ estadisticayunpocomas/tama%C3%B1omuestra. pdf?atta-chauth=ANoY7crE4AnZRqdzHczqfNWB95NMtWdObXK77UBvLhbQKrDMyGaED_Ef-0SKYu8c78EEMdtfhhoYfQHihbq7OzqogTXQpGlvcR2kxFv813AbTHp2m7Gd3al0KbAJz0sBxqLt7M8AGnNKBHPfSOFJapYoO4gJ8WGAfd60OTDcTOgDCeS8jxRqmKf8Lv8bHIwFZUa1uwPgW5Sk_N7lu9gcm6_z_ hE-D93cYzaCZTynCobyW1QkCF_BIC4%3D&attredirects=0.
  • Jolliffe, L. & Farnsworth, R. (2003). Seasonality in tourism employment: Human resource challenges. International Journal of Contemporary Hospitality Management, 15(6), 312-316.
  • Kandampully, J. & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
  • Katz, R. L. (1955). Skills of an effective administrator. United States: Harvard Business School Publishing.
  • Kay, C. & Moncarz, E. (2004). Knowledge skills and abilities for lodging management success. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 285-298.
  • Kotler, P., Bowen, J. T. & Makens, J. C. (2010). Marketing for hospitality and tourism, New Jersey: Pearson.
  • Lepak, D. P. & Snell, S. A. (1999). The human resource architecture: Toward a theory of human capital allocation and development. The Academy of Management Review, 24(1), 31-48.
  • Lund, E. & Gram, I. T. (1998). Response rate according to title and length of questionnaire. Scandinavian Journal of Public Health, 26(2), 154-160.
  • Mariampolski, A., Spears, M. C. & Vaden, A. G. (1980). What the restaurant manager needs to know: The consensus. The Cornell Hotel and Restaurant Administrative Quarterly, 27(3), 77-81.
  • Morris, C. O. (1973). Job competencies expected of hotel and restaurant administration graduates with implications for curriculum development (Unpublished master’s thesis). Oklahoma State University Faculty of Graduate College, Oklahama.
  • Nelson, A. A. & Dopson, L. (2001). Future of hotel education: Required skills and knowledge for graduates of US hospitality programs beyond the year 2000 part one. Journal of Hospitality and Tourism Education, 13(5), 58-67.
  • Neuman, W. L. (2014). Social research methods: Qualitative and quantitative approaches. United States: Pearson Education.
  • 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.
  • Normann, R. (1977). Management for growth. Chichester: Wiley.
  • Oakland, J. S. (2014). Total quality management and operational excellence. Abingdon: Routledge.
  • Pardo, C. & Ruiz-Tagle, J. (2017). The dynamic role of specific experience in the selection of self-employment versus wage-employment. Oxford Economic Papers, 69(1), 189-212.
  • Pfeffer, J. (1994). Competitive advantage through people unleashing the power of the work force. United States: Harvard Business School Press.
  • Ployhart, R. E & Moliterno, T. P. (2011). Emergence of the human capital resource: A multilevel model. Academy of Management Review, 36(1), 127-150.
  • Rosander, A. C. (1985). Applications of quality controls in the service industries. United States: ASQC Quality Press.
  • Ross, J. E. & Perry, S. (1999). Total quality management: Text cases and readings. United States: St. Lucie Press.
  • Sandwith, P. (1993). A hierarchy of management training requirements: The competency domain model. Public Personnel Management, 22(1), 43-62.
  • Swarbrooke, J. & Horner, S. (2007). Consumer behaviour in tourism. Great Britain: Butterworth-Heinemann.
  • Tas, R. F. (1988). Teaching future managers. Cornell Hotel and Restaurant Administration Quarterly, 29(2), 41- 43.
  • Thite, M. (2019). e-HRM: Digital approaches directions & applications. Abingdon: Routledge.
  • Touminen, P. & Kettunen, U. (2003). To fade or not to fade: That is the question in customer relationships too. Managing Service Quality, 13(2), 112-123.
  • Tsai, F. C., Goh, B. K., Huffman, L. & Wu, C. K. (2006). Competency assessment for entry-level lodging management trainees in Taiwan. The Chinese Economy, 39(6), 49-69.
  • United Nations. (2016). Provisional guidelines on standard international age classifications. Retrieved from http://unstats.un.org/unsd/publication/SeriesM/ SeriesM_74e.pdf.
  • Williams, C. & Buswell, J. (2003). Service quality in leisure and tourism. Trowbridge: Cabi.
  • Whitelaw, B. (2005). Hospitality management education in Ireland: Meeting industry needs a competency-based approach. Proceedings of Tourism and Hospitality Research in Ireland: Exploring the Issues. Portrush, University of Ulster.
  • Yamane, T. (1967). Elementary sampling theory. United States: Prentice-Hall.
  • Zaccaro, S. J. & Klimoski, R. J. (2001). The nature of organizational leadership: an introduction. In S. J. Zaccaro & R. J. Klimoski (Eds.), The nature of organizational leadership: Understanding the performance imperatives confronting today’s leaders. United States: Jossey-Bass.
Year 2020, Volume: 20 Issue: 3, 153 - 165, 30.07.2020
https://doi.org/10.21121/eab.795934

Abstract

References

  • Alexa. (2016, March 15). The top 500 sites on the web. Retrieved from http://www.alexa.com/topsites.
  • Auw, E. (2009). Human capital capabilities and competitive advantage. International Review of Business Research Papers, 5(5), 25-36.
  • Ayres, H. (2006). Education and opportunity as influences on career development: Findings from a preliminary study in eastern Australian tourism. Journal of Hospitality Leisure Sports and Tourism Education, 5(1), 16-28.
  • Baum, T. (1990). Competencies for hotel management: Industry expectations of education. International Journal of Contemporary Hospitality Management, 2(4), 13-18.
  • Baum, T. (2002). Skills and training for the hospitality sector: A review of issues. Journal of Vocational Education and Training, 54(3), 343-364.
  • Baum, T. & Kokkranikal, J. (2005). Human resource management in tourism. In L. Pender & R. Sharpley (Eds.), The Management of Tourism. Chennai: Sage.
  • Baum, T. (2006). Human resource management for tourism hospitality and leisure: An international perspective. London: Thomson.
  • Baum, T. (2015). Human resources in tourism: Still waiting for change - A 2015 reprise. Tourism Management, 50, 204-212.
  • Belias D., Vasiliadis L. & Velissariou E. (2020). Internal marketing int: The case of human resource empowerment on Greek hotels. In V. Katsoni & T. Spyriadis (Eds.) Cultural and tourism innovation in the digital era. Cham: Springer.
  • Bouranta, N., Chitiris, L. & Paravantis, J. (2008). The relationship between internal and external service quality. International Journal of Contemporary Hospitality Management, 21(3), 275-293.
  • Buergermeister, J. (1983). Assessment of the educational skills and competencies needed by beginning hospitality managers. Journal of Hospitality and Tourism Research, 8(1), 38-53.
  • Cheung, C., Law, R. & He, K. (2010). Essential hotel managerial competencies for graduate students. Journal of Hospitality and Tourism Education, 22(4), 25-32.
  • Christou, E. & Eaton, J. (2000). Management competencies for graduate trainees. Annals of Tourism Research, 27(4), 1058-1061.
  • Christou, E. (2002). Revisiting competencies for hospitality management: Contemporary views of the stakeholders. Journal of Hospitality and Tourism Education, 14(1), 25-32.
  • Crosby, P. B. (1980). Quality is free: The art of making quality certain. New York: Mentor.
  • D’Annunzio-Green, N., Maxwell, G. A. & Watson, S. (2005). Human resource management issues in hospitality and tourism: Identifying the priorities. In N. D’Annunzio-Green, G. A. Maxwell & S. Watson (Eds.), Human resource management: International perspectives in hospitality and tourism. Padstow: Thomson.
  • Devanna, M. A., Fombrun, C. & Tichy, N. (1981). Human resource management: A strategic perspective. Organizational Dynamics, 9(3), 51-67.
  • Dieke, P. U. C. (2001). Human resources in tourism development: African perspective. In D. Harrison (Ed.), Tourism and the less developed world: Issues and case studies. Trowbridge: Cabi.
  • Dogru, T., Isik, C. & Sirakaya-Turk, E. (2019). The balance of trade and exchange rates: Theory and contemporary evidence from tourism. Tourism Management, 74, 12-23.
  • Evans, J. (1993). Tourism graduates: A case of over-production. Tourism Management, 14(4), 243-246.
  • Evans, J. R. & Dean, J. W. (2003). Total quality: Management organization and strategy. United States: Thomson-South Western.
  • Field, A. (2009). Discovering statistics using SPSS. Estella: Sage.
  • Fournier, H. & Ineson, E. M. (2010). Closing the gap between education and industry: Skills’ and competencies’ requirements for food service internships in Switzerland. Journal of Hospitality and Tourism Education, 22(4), 33-42.
  • George, S. & Weimerskirch, A. (1994). Total quality management strategies and techniques proven at today’s most successful companies. United States: John Wiley & Sons.
  • Gronroos, C. (1988). Service quality: The six criteria of good perceived service. Review of Business, 9(3), 10-13.
  • Hall, C. M. (2005). The role of government in the management of tourism: The public sector and tourism policies. In L. Pender & R. Sharpley (Eds.), The management of tourism, Chennai: Sage.
  • Helm, S. (2003). Calculating the value of customer referrals. Managing Service Quality, 13(2), 124-133.
  • Isik, C., Sirakaya-Turk, E. & Ongan, S. (2019). Testing the efficacy of the economic policy uncertainty index on tourism demand in USMCA: Theory and evidence. Tourism Economics, 1-14, https://doi. org/10.1177/1354816619888346.
  • Isik, C., Dogru, T. & Sirakaya-Turk, E. S. (2018). A nexus of linear and non-linear relationships between tourism demand renewable energy consumption and economic growth: Theory and evidence. International Journal of Tourism Research, 20(1), 38-49.
  • Israel, G. D. (1992). Determining sample size. Retrieved from https://a7852d97-a62cb3a1a-s-sites.googlegroups.com/site/ estadisticayunpocomas/tama%C3%B1omuestra. pdf?atta-chauth=ANoY7crE4AnZRqdzHczqfNWB95NMtWdObXK77UBvLhbQKrDMyGaED_Ef-0SKYu8c78EEMdtfhhoYfQHihbq7OzqogTXQpGlvcR2kxFv813AbTHp2m7Gd3al0KbAJz0sBxqLt7M8AGnNKBHPfSOFJapYoO4gJ8WGAfd60OTDcTOgDCeS8jxRqmKf8Lv8bHIwFZUa1uwPgW5Sk_N7lu9gcm6_z_ hE-D93cYzaCZTynCobyW1QkCF_BIC4%3D&attredirects=0.
  • Jolliffe, L. & Farnsworth, R. (2003). Seasonality in tourism employment: Human resource challenges. International Journal of Contemporary Hospitality Management, 15(6), 312-316.
  • Kandampully, J. & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
  • Katz, R. L. (1955). Skills of an effective administrator. United States: Harvard Business School Publishing.
  • Kay, C. & Moncarz, E. (2004). Knowledge skills and abilities for lodging management success. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 285-298.
  • Kotler, P., Bowen, J. T. & Makens, J. C. (2010). Marketing for hospitality and tourism, New Jersey: Pearson.
  • Lepak, D. P. & Snell, S. A. (1999). The human resource architecture: Toward a theory of human capital allocation and development. The Academy of Management Review, 24(1), 31-48.
  • Lund, E. & Gram, I. T. (1998). Response rate according to title and length of questionnaire. Scandinavian Journal of Public Health, 26(2), 154-160.
  • Mariampolski, A., Spears, M. C. & Vaden, A. G. (1980). What the restaurant manager needs to know: The consensus. The Cornell Hotel and Restaurant Administrative Quarterly, 27(3), 77-81.
  • Morris, C. O. (1973). Job competencies expected of hotel and restaurant administration graduates with implications for curriculum development (Unpublished master’s thesis). Oklahoma State University Faculty of Graduate College, Oklahama.
  • Nelson, A. A. & Dopson, L. (2001). Future of hotel education: Required skills and knowledge for graduates of US hospitality programs beyond the year 2000 part one. Journal of Hospitality and Tourism Education, 13(5), 58-67.
  • Neuman, W. L. (2014). Social research methods: Qualitative and quantitative approaches. United States: Pearson Education.
  • 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.
  • Normann, R. (1977). Management for growth. Chichester: Wiley.
  • Oakland, J. S. (2014). Total quality management and operational excellence. Abingdon: Routledge.
  • Pardo, C. & Ruiz-Tagle, J. (2017). The dynamic role of specific experience in the selection of self-employment versus wage-employment. Oxford Economic Papers, 69(1), 189-212.
  • Pfeffer, J. (1994). Competitive advantage through people unleashing the power of the work force. United States: Harvard Business School Press.
  • Ployhart, R. E & Moliterno, T. P. (2011). Emergence of the human capital resource: A multilevel model. Academy of Management Review, 36(1), 127-150.
  • Rosander, A. C. (1985). Applications of quality controls in the service industries. United States: ASQC Quality Press.
  • Ross, J. E. & Perry, S. (1999). Total quality management: Text cases and readings. United States: St. Lucie Press.
  • Sandwith, P. (1993). A hierarchy of management training requirements: The competency domain model. Public Personnel Management, 22(1), 43-62.
  • Swarbrooke, J. & Horner, S. (2007). Consumer behaviour in tourism. Great Britain: Butterworth-Heinemann.
  • Tas, R. F. (1988). Teaching future managers. Cornell Hotel and Restaurant Administration Quarterly, 29(2), 41- 43.
  • Thite, M. (2019). e-HRM: Digital approaches directions & applications. Abingdon: Routledge.
  • Touminen, P. & Kettunen, U. (2003). To fade or not to fade: That is the question in customer relationships too. Managing Service Quality, 13(2), 112-123.
  • Tsai, F. C., Goh, B. K., Huffman, L. & Wu, C. K. (2006). Competency assessment for entry-level lodging management trainees in Taiwan. The Chinese Economy, 39(6), 49-69.
  • United Nations. (2016). Provisional guidelines on standard international age classifications. Retrieved from http://unstats.un.org/unsd/publication/SeriesM/ SeriesM_74e.pdf.
  • Williams, C. & Buswell, J. (2003). Service quality in leisure and tourism. Trowbridge: Cabi.
  • Whitelaw, B. (2005). Hospitality management education in Ireland: Meeting industry needs a competency-based approach. Proceedings of Tourism and Hospitality Research in Ireland: Exploring the Issues. Portrush, University of Ulster.
  • Yamane, T. (1967). Elementary sampling theory. United States: Prentice-Hall.
  • Zaccaro, S. J. & Klimoski, R. J. (2001). The nature of organizational leadership: an introduction. In S. J. Zaccaro & R. J. Klimoski (Eds.), The nature of organizational leadership: Understanding the performance imperatives confronting today’s leaders. United States: Jossey-Bass.
There are 60 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Research Article
Authors

Rahman Temizkan This is me 0000-0002-9750-1543

Orhan Yabancı 0000-0001-5079-5030

Publication Date July 30, 2020
Acceptance Date May 31, 2020
Published in Issue Year 2020 Volume: 20 Issue: 3

Cite

APA Temizkan, R., & Yabancı, O. (2020). Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies. Ege Academic Review, 20(3), 153-165. https://doi.org/10.21121/eab.795934
AMA Temizkan R, Yabancı O. Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies. ear. July 2020;20(3):153-165. doi:10.21121/eab.795934
Chicago Temizkan, Rahman, and Orhan Yabancı. “Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies”. Ege Academic Review 20, no. 3 (July 2020): 153-65. https://doi.org/10.21121/eab.795934.
EndNote Temizkan R, Yabancı O (July 1, 2020) Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies. Ege Academic Review 20 3 153–165.
IEEE R. Temizkan and O. Yabancı, “Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies”, ear, vol. 20, no. 3, pp. 153–165, 2020, doi: 10.21121/eab.795934.
ISNAD Temizkan, Rahman - Yabancı, Orhan. “Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies”. Ege Academic Review 20/3 (July 2020), 153-165. https://doi.org/10.21121/eab.795934.
JAMA Temizkan R, Yabancı O. Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies. ear. 2020;20:153–165.
MLA Temizkan, Rahman and Orhan Yabancı. “Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies”. Ege Academic Review, vol. 20, no. 3, 2020, pp. 153-65, doi:10.21121/eab.795934.
Vancouver Temizkan R, Yabancı O. Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies. ear. 2020;20(3):153-65.