Abstract:
Employees’ competencies have been recognized for the success of the hotel business. However, the COVID-19 pandemic has caused rapid changes in the hotel workforce including human resource attributes and competency. The existing knowledge on hotel employees’ competencies in the post-COVID-19 era to reference for the hotel industry, particularly in Thailand is limited. Therefore, this study aims to explore the employee competency essential for hotel businesses in the post-pandemic era in Thailand. We started by reviewing the extant literature on employee competency in the hospitality industry and identified 10 domains of competency with 38 components. Exploratory Factor Analysis (EFA) was used to validate the employees’ competencies from 449 managerial and operational employees. The test of Structural Equation Modelling (SEM) identified four sets of competencies with 33 components, including Adaptability and Sustainability (13 components), Self and Social Focus (10 components), Service and Communication (five components), and Ethical and Moral (five components). This paper reveals that the COVID-19 pandemic affects the global requirements of hotel employees’ competency, especially adaptability and sustainability competency. This paper provides useful information regarding preparation for the hotel and educational sector in today’s interconnected and rapidly changing world.
