Building tomorrow’s hotel talent: A digital-driven approach to upskilling, reskilling, and cross-skilling

Abstract

The rise of digital technology has profoundly transformed the management and operation of human resources in the hospitality sector. This digital shift is altering workforce structures, the skill sets needed, and the strategies for developing employee competencies to stay relevant amidst fluctuating industry trends. This study aims to investigate how digital transformation affects workforce composition, the skills sets needed, and the creation of vocational training aligned with the demands of the digital age within the hospitality industry. This qualitative study involved 21 respondents, comprising seven managers of the Indonesian Hotel and Restaurant Association of East Kalimantan Province-Indonesia, seven hotel managers, and seven hotel HRD managers. This study results show that digital transformation has positive impacts, including increased work productivity, operational efficiency, a focus on experience-based services, and data-driven decision-making. However, negative impacts also emerged, including workforce reductions in operator and administrative positions, skills gaps, and an increased reliance on digital systems. This study identified the skills necessary in the digital era, including digital competence, adaptability, effective communication, and multitasking abilities. Based on these findings, this study recommends the development of vocational training programs that emphasize upskilling, reskilling, and cross-skilling to support workforce readiness in the face of changes in work structures and competency demands in the increasingly digitalized hospitality industry.

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