A Case Study in Hong Kong – Developing Qualification Framework for Hotel Frontline Staff

ABSTRACT

The tourism industry is a major pillar of the economy of Hong Kong, and hospitality is an inseparable part. Front-line staff are of great importance for the hospitality industry, as their performance can largely affect the perception of a destination. Hence, the competencies of employees in the hospitality industry are critical. Although qualification frameworks (QFs) have been advocated in many different industries, a QF for hotels, particularly for front-line staff, is lacking. Thus, the present study aims to examine the core competencies required for front-office positions in hotels using Hong Kong, a popular tourism destination, as an example. Findings of the present study provide specific information to design an appropriate curriculum to fit the needs of the hospitality industry. Ultimately, the findings can serve as a reference for academic researchers and industry practitioners to facilitate the further development of a QF in the hospitality industry.

KEYWORDS:

• Qualification framework
• competency
• prior learning
• hotel front office
• Hong Kong

Disclosure statement

No potential conflict of interest was reported by the author(s).