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DC Field | Value | Language |
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dc.date.accessioned | 2016-01-08T09:52:43Z | |
dc.date.available | 2016-01-08T09:52:43Z | |
dc.date.issued | 2013 | |
dc.identifier.uri | https://www.um.edu.mt/library/oar//handle/123456789/7344 | |
dc.description | B.A.(HONS)TOURISM | en_GB |
dc.description.abstract | This study's main objectives are to identify competencies in different 5 star hotels in Malta, to compare between their training programmes and to determine if any of these hotels adopt a competency-based model. Through these findings, the researcher can further understand if there is a relationship between the training given to employees and the different competencies the latter needs to achieve to become an efficient front office agent. To identify the above mentioned main objectives, the researcher has interviewed Human Resources Managers, Front Office Managers and Receptionists in three 5 star hotels in St. Julians. The interviews were conducted at the participants' place of work so that the former can also observe the latter in their own environment. It was important to interview both managers and their subordinates as they might encompass conflict views. General findings show that most employees are very satisfied and motivated at their place of work and that they all have a good relationship with their supervisors. Specific finding highlight the main competencies that a receptionist should posses; that are languages, positive attitude, effective communication, be a team player and the knowledge of PMS. The researcher also found out that the 3 hotels reviewed adopt iv different training programmes and that none of the hotels adopt a competency-based approach. Through the job matrix found in chapter 5 and the coding system compiled in chapter 4, the analyst concluded that the competencies the participants have mentioned are abreast with their respective job descriptions. Furthermore, even though training varies from one hotel to another, the competencies they have highlighted are very similar. The researcher noticed that in spite of the fact that none of the hotels adopt a competency - based, all hotels developed effective training programmes that shape efficient receptionists. This was proved by the positive comments visitors have left on websites such as Trip Advisors. (Appendix 3) Recommendations focus on adapting a standardized training programme for 5 star hotels that would be nationally recognized. This can be an initiative either MHRA or MTA should introduce and ascertain that 5 star hotels in Malta enforce and implement the above mentioned standardized training programmes. | en_GB |
dc.language.iso | en | en_GB |
dc.rights | info:eu-repo/semantics/restrictedAccess | en_GB |
dc.subject | Hotel front desk personnel -- Malta | en_GB |
dc.subject | Hospitality industry -- Malta | en_GB |
dc.subject | Employees -- Rating of | en_GB |
dc.title | Competency levels within the front office department in different 5 star hotels | en_GB |
dc.type | bachelorThesis | en_GB |
dc.rights.holder | The copyright of this work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holder. | en_GB |
dc.publisher.institution | University of Malta | en_GB |
dc.publisher.department | Institute for Tourism, Travel & Culture | en_GB |
dc.description.reviewed | N/A | en_GB |
dc.contributor.creator | Mallia, Angele | |
Appears in Collections: | Dissertations - FacEMATou - 2013 |
Files in This Item:
File | Description | Size | Format | |
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13BTOU023.pdf Restricted Access | 1.22 MB | Adobe PDF | View/Open Request a copy |
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