QUALIFICATIONS REQUIRED FOR EMPLOYEES IN THE HOTEL INDUSTRY IN BANGKOK FROM HR MANAGERS' PERSPECTIVES: GETTING READY FOR THE AEC IN 2015

Xiao Ting Lin

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Hospitality and Tourism Education Human Resource and Talent Management Employer Branding and e-HRM

Abstract

This study aims to investigate employee qualifications as required by human resource (HR) managers in the hotel industry in Bangkok when the ASEAN Economic Community (AEC) launches in 2015. Researchers applied the qualitative research method through interviews with 12 HR managers of three- to five-star hotels in Bangkok. The results indicate that some HR managers have done no planning for AEC. However, those managers with plans reported that they would train staff in both languages and work skills. In addition, they will make staff aware of AEC's influence and work to improve service quality. The results also reveal that labor mobility may solve the hotel industry's labor shortage problem in Bangkok. Moreover, labor mobility will pressure Thai workers to improve themselves by enhancing their service quality. Furthermore, hotel managers will consider hiring employees from other ASEAN countries on the operational level. The findings also indicate that hotel employee qualifications should include five traits: work attitude, skills in multiple languages, service-oriented personality, professional appearance and emotional intelligence. Additionally, HR managers should consider the location of applicants' homes, which should not be far from the workplace so as to avoid problems related to traffic and transportation. Lastly, the results show differences in the weightings among required qualifications for front- line and back-office staff. For example, having an applicant possess a warm, easy smile is far more important when hiring for front-line positions than for back-office work. Therefore, this study provides insights for those seeking employment in Bangkok hotels as well as for those seeking employees. Both parties can prepare to meet the qualifications needed to survive and thrive in the hospitality industry.

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