Preliminary Research of the Competency Tool Development of Exceptional Service Employees

Abstract

In recent decades, alongside the advancement of technology, new artificial intelligence tools - such as generative AI, machine learning, and robotics - have been widely adopted in various industries. The hospitality industry is no exception. Yet, despite the increasing applications and dependencies on machines and technology, exceptional human interaction remains highly valued and required in the hospitality industry, especially among high-end customers. However, the hospitality industry has yet to have an effective recruitment tool to screen job candidates who might possess exceptional service personalities and competencies. This study applied the Delphi method and invited nine hotel service experts to develop a survey questionnaire that can be used in various stages in a company to select employees who have the potential to provide exceptional services. Six dimensions of exceptional service employees’ competencies were developed, namely customer-oriented behaviors, exceptional professionalism, social intelligence, emotional intelligence and empathy, one-stop service ability, and ability to delight customers. The result of this study contributed academically by filling the gap of insufficient knowledge and attention to the recruitment procedure. The developed questionnaire also has a practical contribution by enabling a more effective recruitment process to screen exceptional service employees. Three applications of the questionnaire were proposed to assist in selecting and promoting better-quality employees to deliver exceptional service experiences.

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