Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/7344
Title: Competency levels within the front office department in different 5 star hotels
Authors: Mallia, Angele
Keywords: Hotel front desk personnel -- Malta
Hospitality industry -- Malta
Employees -- Rating of
Issue Date: 2013
Abstract: This study's main objectives are to identify competencies in different 5 star hotels in Malta, to compare between their training programmes and to determine if any of these hotels adopt a competency-based model. Through these findings, the researcher can further understand if there is a relationship between the training given to employees and the different competencies the latter needs to achieve to become an efficient front office agent. To identify the above mentioned main objectives, the researcher has interviewed Human Resources Managers, Front Office Managers and Receptionists in three 5 star hotels in St. Julians. The interviews were conducted at the participants' place of work so that the former can also observe the latter in their own environment. It was important to interview both managers and their subordinates as they might encompass conflict views. General findings show that most employees are very satisfied and motivated at their place of work and that they all have a good relationship with their supervisors. Specific finding highlight the main competencies that a receptionist should posses; that are languages, positive attitude, effective communication, be a team player and the knowledge of PMS. The researcher also found out that the 3 hotels reviewed adopt iv different training programmes and that none of the hotels adopt a competency-based approach. Through the job matrix found in chapter 5 and the coding system compiled in chapter 4, the analyst concluded that the competencies the participants have mentioned are abreast with their respective job descriptions. Furthermore, even though training varies from one hotel to another, the competencies they have highlighted are very similar. The researcher noticed that in spite of the fact that none of the hotels adopt a competency - based, all hotels developed effective training programmes that shape efficient receptionists. This was proved by the positive comments visitors have left on websites such as Trip Advisors. (Appendix 3) Recommendations focus on adapting a standardized training programme for 5 star hotels that would be nationally recognized. This can be an initiative either MHRA or MTA should introduce and ascertain that 5 star hotels in Malta enforce and implement the above mentioned standardized training programmes.
Description: B.A.(HONS)TOURISM
URI: https://www.um.edu.mt/library/oar//handle/123456789/7344
Appears in Collections:Dissertations - FacEMATou - 2013

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