Hotel Front-line Staff Quality Model Construction And Application

Playing an important role in knowledge economy, human resource has been a key to create competitive superiority. To make sure that they can make good use of their human resource, enterprises are trying their best to establish and keep a special procedure and standard. It is the birth and becoming perfect of competency model theory that meets the human resource personnel's demand. Since its first introduction to China in the 1990s, many scholars have kept on studying it. But the result of the literature search turns out that all these researches only focus on the literature summary, theory analysis and so on. And how to carry out the research of the competency model in the specific management practice of an enterprise is nearly blank. Because of this, the writer wants to introduce the competency model theory to the hotel human resource management area, and explain the application procedure in details by making a material hotel enterprise as an example. The writer hopes that all the research work can be useful for other hotels' human resource personnel.The paper consists of five parts: the first part is exordium, which analyses the background of this research and the meaning of the topic choice. The second part is the summary of competency model theory, which introducing the related basic theory knowledge. The third and fourth parts are example analysis, which analyses the establishment, checkout and use procedures of East Hotel's Napa Restaurant staff competency model. These two parts combine the competency model theory with the human resource management of hotel enterprise, which completes the transform from theory to practice. The fifth part is epilogue. During the research procedure, the write finds that it is feasible to carry out the research of the competency model in the hotel human resource management. Although the researchers face the positions which only have several personnel, they can also use the behavioral event interview to get some useful information. And in the hotel human resource management, the research of the competency model can be applied to the following ways, such as the interview, the performance management, salary management, training and succession plan, which are all based on the implementation of the competency model. All these work above must be helpful for the human resource management of hotel enterprise.