Employees Perspective Towards Competencies: An Empirical Study on Employees in Hotels of Haridwar and Rishikesh

Abstract

Despite the modernization and technical development of hospitality industry, its main resource remains the human resource. This study aims to assess the employees’ perspective and evaluates various aspects of employees’ competency such as ability to perform Multiple tasks, Communication and Presentation Skills, Guest Satisfaction and Conflict Resolution, Self Discipline, Computer Skills and Technical Skills. The study revealed that the employees rated Multi tasking as the most important among all the skills required. This study may help to identify and take remedial measures to improve employees’ performance. Also, by determining relevant competencies and skill sets will help human resource managers to improve hiring and selection practices. Data was collected from selected hotels of Haridwar and Rishikesh, famous religious and spiritual tourist destinations of the Uttarakhand state, en route to Char Dham Yatra. The sample was made up of employees working in different departments of various renowned hotels. The responses were recorded in a questionnaire over eight week period through 250 respondents between May and June 2018. The findings suggested that employers and managers should emphasize the use of contemporary tools (both operational and training tools) to enable their employees to be more competitive, versatile, productive and hence result oriented. The standards operating procedures (as laid by the hotel management) should also be communicated regularly to all employees.

Keywords: Hospitality Industry, Competency, Multi Skilling, Conflict Resolution, Standard Operating Procedures

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