Employee Competencies Relationship Model in Hospitality: A Post COVID-19 Study Employee Competencies Relationship Model

Abstract

Orientation: Employee competencies are skills and behaviours laid down for an employee to meet the expectations of an organization. The paper focused on Employee competencies should be understand in a way that can be benefitted for the hospitality industry. The present study aims to analyze the employee competencies relationship model. Cases from various continents have studied how employee competencies played an important role in the hospitality sector during and after the COVID pandemic. The data was collected through structured interviews of 24 job profiles in the Hospitality sector frontline employees. MAXQDA software tool is used for code development and model testing. The study's findings infer that luxury hotel employees' self-competency and team competency are the most significant competencies. At the same time, knowledge competency presents a non-significant relationship with other competencies. Practical/managerial implications: This research focuses on specific competencies of customer-facing employees during COVID-19 service stress and the factors important for individual and team productivity.Meeting KPIs (key performance indicators) for achieving consistency in the luxury brand promise in luxury hospitality.