Hospitality Industry Employer’s Expectation of Employees’ Competences in Nairobi Hotels
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Date
2012-04
Authors
Kamau, Sarah W.
Waudo, Judith N.
Journal Title
Journal ISSN
Volume Title
Publisher
Journal of Hospitality Management and Tourism
Abstract
The purpose of the study was to determine the expectations of hospitality industry employers on employees’ competences. The sample (106) was made up of Human Resource Managers (HRMs) Head of Departments (HODs) and employees. Results indicated a big differential on employers and employees’ expectations on communication skills, specific technical skills, computer, good work habits, customer service and self-discipline. The employees’ expectations were higher than that of the employer’s apart from conflict resolution and multi-skilling where the employers’ expectations were higher. In addition, there was a significant relationship between employer’s expectation of employee competences and the hotel classification. It is only in computer skills (p = 0.04) where there was no significant relationship. The findings suggested the establishment of hospitality industry standards which should be communicated to all employers, employees and training providers. The industry and training provider to be linked and both should embrace the use of updated management to be globally competitive.
Description
DOI: 10.5897/JHMT.11.022
Keywords
Hospitality industry, employers, expectations, employees, competence, skills, Nairobi Hotels
Citation
Journal of Hospitality Management and Tourism Vol.3(4) , pp. 55–63 , April 2012