Mapping the Competency Levels of Human Resources at Hotel Grand Tamaro Parapat

Abstract

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.