The competency levels and occupational standards in the hospitality industry : a study of the receptionist role in 5 star hotels in Malta

Abstract

This study focuses on receptionists working in 5-Star Hotels and the role of National Occupational Standards (NOS) on their recruitment, training, and career advancement. The study builds on research conducted on the competency levels of receptionists in 2013. There have since been many changes in the role of a receptionist regarding the type of services required and a massive improvement in technology use within Hotels. This study compares what competences HR Managers and Front Office Managers (receptionists) believe are needed for the receptionist job and for determining ongoing training, as well as identifying to what degree these reflect competences indication in the NOS. The study also considers VET training providers in the hospitality sector and if and how are NOS used for programme design. The study also probed whether HR managers would be interested in validating the receptionists’ learning, and whether receptionists would be motivated to validate their informal and nonformal learning.