HR Perspective: Competencies Needed in Hotels

Research on the competencies needed by middle managers in hotels was conducted by Brophy and Kiely. The study was conducted on three-star hotels in Ireland using input from both general managers and lower-level managers in the hotels. The results of the study identified the following competency areas: providing customer care, maintaining quality and standards, managing staff, achieving profitability, and growing the business. Within each of these areas, specific competencies were identified. For example, regarding customer care, some competencies included: having good relations with hotel customers, handling dissatisfied customers, resolving complaints, and tracking customer satisfaction.

Questions for Discussion:

1. Of the competency areas listed, which one do you think is the most critical? Why?

2. Do you think the competencies would change if the hotels were located in the United States? Why or why not?

3. Do you think the competencies would change if the hotels were more expensive hotels or less expensive hotels? Explain your rationale.