The Construction Of Competency Model Of Catering Service

The study of Competency and Competency models is the frontier of human resource management theory and practice. Competency and Competency models are widely used in the areas of business, education, medicine, nursing, psychology training and evaluation, etc in recent years. But catering service officer clerk’s competence model has not yet been involved. Task analysis, behavioral event interview, expert opinion and questionnaire methods are used in this study. Qualitative research and quantitative research are adopted in it to make a comprehensive and profound research in the competency of catering service officer clerk. Finally, the competence model of this job is built.Based on Task Analysis, BEI, Expert Opinion and questionnaire methods are adopted to initially establish the competency model of catering service officer clerk. There are14competency elements of this job. They are task definition, adherence to standards, image management, information acquisition, service skills, language expression,attention to detail, cooperation consciousness, service awareness, high efficiency, organization, perseverance, addiction and warmth and emotional stability. These14elements are summarized as3feature block groups. First is cognition and skills, which includes task definition, adherence to standards, image management, information acquisition, service skills and language expression. Second is attitude characteristics. Attention to detail, cooperation consciousness, service awareness and high efficiency belong to this group. The last one is personality traits which has four elements:organization, perseverance, addiction and warmth and emotional stability.The structural equation model derives the relationship between each element and its respective competency group as well as the relationship between competency groups. This model shows that service awareness,information acquisition and addiction and warmth makes great contribution to its own feature block group, they are key element relatively.The study enriches the modeling method of competency. Its conclusion provides reference for catering enterprises human resources management, like formulating personnel selection and training system. It has important practical value in the performance appraisal and compensation management.