Mapping the Competency Levels of Human Resources at Hotel Grand Tamaro Parapat
DOI:
https://doi.org/10.36276/mws.v23i1.867Keywords:
Competency, Human Resources, hotel, Tourism, Quadrant AnalysisAbstract
This study aims to map the competency levels of human resources (HR) at Hotel Grand Tamaro Parapat, focusing on three key dimensions: knowledge, skills, and attitude. The research is motivated by the critical importance of service quality in the hospitality industry, which relies heavily on the capability of its human resources. A qualitative approach was employed, utilizing data collection techniques such as observation, in-depth interviews, and documentation. Data were analyzed using a quadrant-based framework to categorize employees into four groups according to the combination of their knowledge, skills, and attitude. The findings reveal a significant competency gap across several departments, particularly in the dimensions of attitude and skills. The study recommends the implementation of regular training programs, professional certification schemes, and the cultivation of a supportive work culture as strategic efforts to sustainably enhance HR competencies.
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