| The purpose of this study was to develop a competency model that incorporates the necessary knowledge, skills and attributes for an outstanding hotel manager based on actual experiences of successful hotel managers. The general managers and director of human resources from each hotel selected three outstanding and three average-performing managers from their respective properties (a total of 18 managers). Over a two-month period, using the behavior event interview process, both superior and average managers were interviewed and asked to describe, in great detail, situations when he or she was particularly effective and situations when he or she was ineffective. The interviews were transcribed and coded using a combination of a validated competency dictionary and thematic analysis. Competencies observed in outstanding managers but not in average performing managers were identified and a competency model was created. An expert panel of senior industry executives validated the findings. In brief, the model includes the following competencies: achievement orientation, information seeking, customer service orientation, organizational awareness, professional expertise, honesty, interpersonal understanding, teamwork, team leadership, analytical thinking, initiative, self-control, self-confidence, self-learning, face-to-face communication, relationship building, optimism and passion. |
