An Exploratory Study of Competencies Required to Cocreate Memorable Customer Experiences in the Hospitality Industry

Abstract

160 Purpose : The purpose of this paper is to identify and map competencies required by frontline employees to enhance guest experience in the hospitality industry, in the context of an emerging experience economy. Design/methodology/approach : Secondary research through extensive review of relevant literature in the area of experience economy and hospitality management. Findings : This study proposes a new construct of “Hospitality Intelligence” (HI) encompassing mainly emotional intelligence (EQ) (comprising interpersonal intelligence and intrapersonal intelligence), cultural intelligence (CQ), and hospitality experiential intelligence dimensions. Practical implications : Practitioners and HR professionals in the field of hospitality would find the HI construct useful in recruiting and training frontline employees, while educationists could use the findings of this study in designing curricula and pedagogical interventions for developing the right skill set for the hospitality industry. Originality/value : This study proposes a competencies framework and develops a construct of HI required by frontline employees in the hospitality industry to elevate guest experience from a simple interaction to a memorable experience.

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