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Contemporary Employability Norms for Guest-Facing Hospitality Workers: Some Empirical Evidence During Covid-19

In: Innovation-Driven Business and Sustainability in the Tropics

Author

Listed:
  • Nicolas Hepp

    (AviAlliance)

  • Riley Lynn Starling

    (Swiss Asia Finanical Services)

  • Greta Elbracht

    (Cunard Line)

  • Miriam Sneha Rajkumar

    (Rakuten Symphony Singapore Pte. Ltd.)

  • Win Khant

    (Phoe La Min Shopping Center)

  • Pengji Wang

    (James Cook University)

Abstract

The Covid-19 pandemic has disrupted industries and now poses uncertainties regarding the skills necessary for employability in a peri- and post-pandemic landscape. With limited options to work remotely, the hospitality industry has been especially perilous and forced to adapt. This research is informed by a thorough literature review into employability in hospitality and theories on employability in the pandemic. This study seeks to address the need for empirical evidence of contemporary employability norms through interviews of 14 hospitality workers and content analysis of 2700 hospitality job advertisements from 158 different hotels and hotel groups. The findings of the job advertisements are compared with the interviews to reveal teamwork, communication, prioritization of guest experience, positivity, and flexibility as the top employability qualities. The paper argues that the top interview skills, like patience and emotional intelligence, should also be emphasized as they are not explicit in the job advertisements, which can be mistaken for a comprehensive description of employability qualities. The key skills mentioned in interviews are adaptability, patience, emotional intelligence, and innovation. The exploratory nature of this paper leaves many opportunities for further research, and meaningful implications for stakeholders.

Suggested Citation

  • Nicolas Hepp & Riley Lynn Starling & Greta Elbracht & Miriam Sneha Rajkumar & Win Khant & Pengji Wang, 2023. "Contemporary Employability Norms for Guest-Facing Hospitality Workers: Some Empirical Evidence During Covid-19," Springer Books, in: Emiel L. Eijdenberg & Malobi Mukherjee & Jacob Wood (ed.), Innovation-Driven Business and Sustainability in the Tropics, chapter 0, pages 323-346, Springer.
    • Handle: RePEc:spr:sprchp:978-981-99-2909-2_19
    DOI: 10.1007/978-981-99-2909-2_19
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