|Tsang, Man Fai Dennis
|Hong Kong higher diploma program : a study on competency requirements of hotel front office operation staff
|Law, Rob (SHTM)
|Hong Kong Polytechnic University -- Dissertations
Hotel management -- Study and teaching -- China -- Hong Kong.
Hotel front desk personnel -- Training of -- China -- Hong Kong.
Hotels -- Employees -- Training of -- China -- Hong Kong.
|School of Hotel and Tourism Management
|x, 169 pages : color illustrations
|The hospitality industry is a major pillar of the economy of Hong Kong. In 2009, it contributed to 3.3% of Hong Kong's gross domestic profit (GDP). Industry employs over 193,200 persons, accounting for 5.5% of total employment (Hong Kong Special Administrative Region [HKSAR], 2011 August). The front line staff in the hospitality industry are very important as their quality directly affects the image and reputation of Hong Kong. Therefore, hospitality employee competencies are critical for the success of the industry and tourism development in Hong Kong. To ensure quality and indicate the articulation ladders between different levels of qualification in different industries, the Hong Kong government introduced a Qualification Framework (QF). It provides more choices and higher flexibility in the education and training for people who do not have sufficient academic background and job knowledge through experience to continue studying; the QF recognizes their qualifications beyond the academic background (Education Bureau [EDB], 2011). However, among all the developed QFs with 16 industries, a QF for hotel front office does not yet exist. Thus, the researcher aims to examine the core competencies required for positions in the front office of hotels. In addition, the educators require specific information to design appropriate curriculum to fit with the industry's needs. The hotel industry must reflect on and indicate their requirements to educators regarding appropriate competencies for the staff. The relevant QF can build an articulation pathway and give staff more opportunities for further study. Prior learning will be used to motivate the staff to learn and update their knowledge at the same time. Ultimately, the findings will serve as a reference for both academic and industry professionals to facilitate the development of a QF in the hospitality industry.
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