DEVELOPMENT GUIDELINES FOR SENIOR EXECUTIVE COMPETENCIES TOWARD THE ROLE OF GENERAL MANAGER IN FIVE-STAR INTERNATIONAL HOTELS IN BANGKOK

Abstract

The tourism industry is a critical driver of both the global and Thai economies, contributing significantly to employment and social development. The hotel industry plays a crucial role in providing services to tourists. Competition in the hotel business involves complex investment models and management structures, particularly in five-star international hotels that demand the highest service standards. Consequently, the role of the general manager, which is crucial to hotel operations, requires a diverse skill set, including leadership skill, personnel management, resource allocation, challenge management, effective communication, and decision-making skill. Over the past two decades, expatriates have predominantly occupied this position in five-star international hotels in Thailand. This is despite Thai executives possessing advantages in terms of cultural and local contextual understandings. Therefore, this study had two main objectives. (1) To examine the key competencies required for general managers of five-star international hotels in Bangkok (2) To propose strategies for developing senior executives to assume the role of general manager in five-star international hotels in Bangkok. This study employed a qualitative research approach, combining a review of academic literature with in-depth interviews. Additionally, the Delphi Technique was used to gather insights from 28 experts and stakeholders involved in hotel business management. The findings of this research are expected to contribute to the advancement of human resources development among senior executives, enabling more Thais to assume general managerial positions in five-star international hotels. Furthermore, the results may provide a foundation for future studies on senior executive development in other business sectors.

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