P omnil, Ni amol; S epi o e, Ki isak; Poop ueksacha , Tanapo n
A icle
Explo a o y ac o analysis o ho el employee
compe encies in Thailand: he e idence a e he COVID-19
pandemic
Cogen Business & Managemen
P o ided in Coope a ion wi h:
Taylo & F ancis G oup
Sugges ed Ci a ion: P omnil, Ni amol; S epi o e, Ki isak; Poop ueksacha , Tanapo n (2024) :
Explo a o y ac o analysis o ho el employee compe encies in Thailand: he e idence a e he
COVID-19 pandemic, Cogen Business & Managemen , ISSN 2331-1975, Taylo & F ancis, Abingdon,
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Explo a o y ac o analysis o ho el employee
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COVID-19 pandemic
Ni amol P omnil, Ki isak S epi o e & Tanapo n Poop ueksacha
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Explo a o y ac o analysis o ho el employee compe encies in Thailand: he e idence
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Cogen Business & ManageMen
2024, VoL. 11, no. 1, 2364850
Explo a o y ac o analysis o ho el employee compe encies in
Thailand: he e idence a e he COVID-19 pandemic
ni amol p omnila , Ki isak s epi o ea and anapo n poop ueksacha b
auni o excellence in ou ism and Ho el inno a ion, uni e si y o Phayao, Phayao, hailand; bCollege o Managemen ,
uni e si y o Phayao, Bangkok, hailand
ABSTRACT
Employees’ compe encies ha e been ecognized o he success o he ho el business.
howe e , he co iD-19 pandemic has caused apid changes in he ho el wo k o ce
including human esou ce a ibu es and compe ency. he exis ing knowledge on ho el
employees’ compe encies in he pos -co iD-19 e a o e e ence o he ho el indus y,
pa icula ly in hailand is limi ed. he e o e, his s udy aims o explo e he employee
compe ency essen ial o ho el businesses in he pos -pandemic e a in hailand. We
s a ed by e iewing he ex an li e a u e on employee compe ency in he hospi ali y
indus y and iden i ied 10 domains o compe ency wi h 38 componen s. Explo a o y
Fac o analysis (EFa) was used o alida e he employees’ compe encies om 449
manage ial and ope a ional employees. he es o s uc u al Equa ion Modelling (sEM)
iden i ied ou se s o compe encies wi h 33 componen s, including adap abili y and
sus ainabili y (13 componen s), sel and social Focus (10 componen s), se ice and
communica ion ( i e componen s), and E hical and Mo al ( i e componen s). his pape
e eals ha he co iD-19 pandemic a ec s he global equi emen s o ho el employees’
compe ency, especially adap abili y and sus ainabili y compe ency. his pape p o ides
use ul in o ma ion ega ding p epa a ion o he ho el and educa ional sec o in oday’s
in e connec ed and apidly changing wo ld.
In oduc ion
he concep o compe ency has become impo an in human esou ce managemen in many indus ies,
pa icula ly in labo -in ensi e indus ies such as he ho el indus y, whe e indi iduals wi h p o iciency
le els and ypes o skills a e highly equi ed o a success ul business (Kim e al., 2011). he compe encies
equi ed wi hin an o ganiza ion may change o e ime (chung, 2000). Employees’ compe encies we e
essen ial o he success o he ho el business be o e he co iD-19 c isis (Moldo eanu & na ayandas,
2019), bu hei impo ance became e en mo e e iden a e his pandemic. he co iD-19 pandemic has
caused unexpec ed and sudden changes in he global hospi ali y indus y, including in he ho el wo k-
o ce. se e al human esou ce Managemen (h M) esea che s (Deloi e, 2020; hamouche, 2023; ooyen
e al., 2021) ha e poin ed ou he change in ho el wo k o ce ea u es in e ms o numbe and human
capi al a ibu es. as such, a labo c isis eme ged. in he c isis s age o he pandemic, he hospi ali y
indus y wo k o ce expe ienced signi ican job loss h ough u loughs and job elimina ion. since he
indus y has a s ong po en ial o eco e y due o he loss o a el es ic ions globally, i is now acing
a labo sho age because o he massi e ans e o i s labo o ce o o he indus ies. ho el businesses
ha e di icul y ec ui ing quali ied applican s o a ailable job openings (Magalhães e al., 2022; popa
e al., 2023). Mo eo e , he pandemic has c ea ed new se ice s anda ds and led o highe expec ed
alues o consume s. consequen ly, se ice excellence is no longe su icien . ho els mus p o ide gues s
wi h sa e, lexible, and enjoyable expe iences o emain compe i i e. his means ha he ho el indus y
© 2024 he au ho (s). Published by in o ma uK Limi ed, ading as aylo & F ancis g oup
CONTACT ni amol P omnil ni amolp @gmail.com uni o excellence in ou ism and Ho el inno a ion, uni e si y o Phayao, Phayao,
hailand.
h ps://doi.o g/10.1080/23311975.2024.2364850
his is an open access a icle dis ibu ed unde he e ms o he C ea i e Commons a ibu ion License (h p://c ea i ecommons.o g/licenses/by/4.0/), which
pe mi s un es ic ed use, dis ibu ion, and ep oduc ion in any medium, p o ided he o iginal wo k is p ope ly ci ed. he e ms on which his a icle has been
published allow he pos ing o he accep ed Manusc ip in a eposi o y by he au ho (s) o wi h hei consen .
ARTICLE HISTORY
ecei ed 9 Feb ua y 2024
e ised 14 May 2024
accep ed 29 May 2024
KEYWORDS
compe ency; explo a o y
ac o analysis; ho el;
employee; pos -co iD
e a
REVIEWING EDITOR
Go don liu, he open
uni e si y, uni ed
Kingdom o G ea B i ain
and no he n i eland
SUBJECT
he hospi ali y indus y;
pe sonnel selec ion;
assessmen , and human
esou ce Managemen ;
Employmen &
unemploymen ; labou
Economics
2 n. p oMnil E al.
equi es s a wi h a speci ic se o compe encies ha led o a change in he need o employee compe-
ency and quali ica ions in he pos -pandemic e a (Magalhães e al., 2022; popa e al., 2023). his c ea es
a challenge o he global ho el indus y o ensu e hey edesign and iden i y employee compe ency and
quali ica ions conce ning a apidly changing wo ld as well as he ho el wo k o ce (Enback, 2020; Fe ei a
e al., 2022; Magalhães e al., 2022; a en, 2020).
hailand is one o he mos amous ou is des ina ions in he wo ld. i anked 3 d on he ‘ op
coun ies in he Wo ld’ lis by condé nas a ele eade s’ choice awa ds 2022. addi ionally, se e al
ho els and eso s in hailand a e named in he lis o he bes eso s and ho els in he wo ld as well
as i e hai p ope ies included on he lis o he bes ho els in sou heas asia ( a news, 2023). howe e ,
he ho el indus y in hailand is acing simila global ho el wo k o ce issues. hey a e s uggling o ede-
sign and iden i y essen ial employee compe encies o keep businesses compe i i e a e he co iD-19
e a (Monpan hong e al., 2023; p omnil, 2021; p omnil & polnyo ee, 2023). al hough he exis ing li e a-
u e (albe on e al., 2022; Magalhães e al., 2022; popa e al., 2023; secchi e al., 2020) has highligh ed
se e al ho el employees’ compe ency a e he co iD-19 pandemic, hey we e p edomina ely conduc ed
in Wes e n coun ies and he li e a u e unde aken in asia, pa icula ly in hailand is limi ed (Monpan hong
e al., 2023; p omnil, 2021; si ine e al., 2020; sowanna & le pu a ak, 2022; Yium akul, 2019).
acco ding o Ma ne os e al. (2020), he compe ency equi emen s o employees can a y based on
he loca ion and social se ing o he ho el. he implemen a ion o knowledge de i ed om ho el com-
pe ency s udies in Wes e n coun ies o Eas e n coun ies, like hailand may pose challenges due o
cul u al di e ences. he e o e, i would be impo an o explo e wha is happening in hailand’s ho el
indus y ega ding employees’ compe encies and which compe encies a e pe cei ed by employees a
bo h manage ial and ope a ional le els as essen ial o ho el business compe i ion in he pos -pandemic
e a in hailand.
o ill hese gaps, his esea ch aims o employ a quan i a i e me hod o explo e employee compe-
ency essen ial o ho el businesses in he pos -pandemic e a in hailand. By doing so, his s udy an ic-
ipa es con ibu ing new knowledge o he compe ency equi ed o ho el employees ou side he
indi idualis ic socie y ypically epi omized by mos Wes e n coun ies. addi ionally, knowledge o he
changes and ends in ho el wo k o ce compe ency in he new con ex has been in oduced. he in o -
ma ion and knowledge de i ed om his esea ch may no only bene i he hailand ho el sec o o
keep businesses compe i i e a e he co iD-19 e a bu also he hai educa ional sec o in de eloping
hospi ali y educa ional p og ams o mee he indus y demands.
Li e a u e e iew
se e al compe encies we e highligh ed in he hospi ali y indus y be o e he co iD-19 pandemic, namely
communica ion, lexibili y and adap abili y, eamwo k, sel -compe ency, e hical compe encies, and
c oss-cul u es compe ency (hai-Yan & Baum, 2006; o oo, 2019; Williams, 2015; Windels e al., 2013).
none heless, he impo ance o hose compe encies inc eased wi h he pandemic, including eamwo k,
communica ion, in e pe sonal ela ionships, lexibili y, and adap abili y (Magalhães e al., 2022; Michel
e al., 2022; peze , 2021), and g een compe ency (cab al & Dha , 2021; Mi če ić e al., 2022). he mos
men ioned compe encies a e sel -compe ency, eamwo k, lexibili y, and adap abili y, ollowed by digi al
and echnology, in e pe sonal, e hical, se ice imp o isa ion, communica ion, cul u e and linguis ics, and
g een compe ency as shown in able 1.
Sel -compe ency
sel -compe ency has been men ioned as essen ial compe ency in he ho el indus y be o e co iD-19
(Elbaz e al., 2018; Jauha i, 2006; o oo, 2019; Wang, 2013) and i is s ill men ioned a e he pandemic
(B owne, 2021; hamali & pasunon, 2020; Magalhães e al., 2022). sel -compe ence comp ises he knowl-
edge, skills, and abili ies ha employees ha e and use in p ac ice o e alua e hei s eng hs and weak-
nesses, se and ollow p o essional and pe sonal goals, balance wo k and pe sonal li e, and lea n new
hings and imp o e hemsel es (hell iegel & slocum, 2011).
coGEn BusinEss & ManaGEMEn 3
Table 1. Ho el employees’ compe ency be o e and a e he CoViD-19 pandemic.
employees’ compe ency
Jauha i
(2006)
Wang
(2013)
elbaz
e al.
(2018)
Yium akul
(2019)
o oo
(2019)
Hamali and
Pasunon
(2020)
enback
(2020)
P omnil
(2021)
B owne
(2021)
Magalhães
e al. (2022)
sowanna and
Le pu a ak
(2022) F equency
1. sel -compe ency √ √ √ √ √ √ √ 7
2. in e pe sonal ela ionship √ √ √ √ 4
3. eamwo k √ √ √ √ √ √ √ 7
4. e hical √ √ √ √ √ √ 6
5. se ice imp o isa ion √ √ √ √ √ 5
6. Cul u e and linguis ic √ √ √ √ 4
7. Communica ion √ √ √ √ √ 5
8. Flexibili y and adap abili y √ √ √ √ √ √ √ 7
9. Digi al and echnology √ √ √ √ √ √ 6
10. g een compe ency √ √ √ √ 4
own sou ce.
4 n. p oMnil E al.
In e pe sonal compe ency
in e pe sonal compe ence and social compe ence a e insepa able. i is he abili y o in e ac wi h o he s
and wi h he communi y. his includes he abili y o build and main ain heal hy, mu ually bene icial
ela ionships, and he capaci y o independence and collabo a ion (spi zbe g & cupach, 2011). Wa ie
(2008) poin s ou ha in e pe sonal compe ency includes ac i e lis ening, eamwo k, esponsibili y,
dependabili y, pa ience, lexibili y, mo i a ion, and empa hy, which ound o be mo e e iden a e
co iD-19 (B owne, 2021; hamali & pasunon, 2020; Magalhães e al., 2022). Fu he mo e, in e pe sonal
compe encies, such as eamwo k, empa hy, and unde s anding sel and o he s, ank as he second-highes
le el o desi ed a ibu es o g adua es in ho els in hailand (si ine e al., 2020; Yium akul, 2019).
Teamwo k compe ency
eam compe ence is he success o abili y o employees o ake posi i e measu es o ca e o and alue
o he employees’ opinions and be conside a e o o he employees’ eelings, willingness o ake ime o
answe ques ions o p o ide help o o he s, seek help om o he s a membe s, espond well o con-
s uc i e c i icism, a e willing o change hei minds when aced wi h new ideas, consis en ly con ibu e
wi hou lea ing wo k o o he s, and help o he s a membe s comple e hei wo k (Wang, 2013).
acco ding o able 1, eamwo k compe ency is mo e likely o be a conce n in he ho el business be o e
he co iD-19 c isis (Elbaz e al., 2018; Jauha i, 2006; o oo, 2019; Wang, 2013; Yium akul, 2019). al hough
i seems o be less ocused a e he pandemic, i is s ill men ioned in he li e a u e conduc ed in asia
such as hailand (p omnil, 2021; sowanna & le pu a ak, 2022).
E hical compe ency
E hical compe ence is de ined as he abili y o implemen alues and p inciples ha se e as e e ence
poin s in de e mining wha is igh and wha is w ong in he decision-making and beha io al p e e -
ences o indi iduals (po nu u & sahoo, 2016). Employee cha ac e is ics, such as compliance wi h ules in
decision-making p ocesses, hones y, espec , jus ice, and equali y, a e a he hea o he e hical compe-
ence phenomenon (Elbaz e al., 2018; Jauha i, 2006; o oo, 2019; Wang, 2013). Fu he mo e, he s udies
(si ine e al., 2020; sonwiang & lueangnapha, 2020; Yium akul, 2019) collec i ely unde sco e he signi -
icance o mo ali y and e hics as he op- a ed a ibu es o hospi ali y g adua es in he ho el indus y,
wi h consis en indings ac oss di e en egions in hailand and a ious en e p ises wi hin he sec o .
Fu he mo e, p omnil (2021) highligh s e hical compe ency ound o be impo an a e he co iD-19
pandemic o he ho el business in no he n hailand.
Cul u al and linguis ic compe ency
se e al schola s poin ou ha linguis ic compe encies, such as p o iciency in English (suebwongsuawan
& nomnian, 2020) conside ed ha d skills in he hospi ali y indus y. in 2017, he dis ic ’s heal h and
human se ices nWD agency and se e al se ice o ganiza ions o malized a sha ed de ini ion o cul u al
and linguis ic compe ence ha e lec s alues, belie s, and a i udes in eaching cul u al and linguis ic
compe ence, including he abili y o deli e such se ices in hono s he p e e ences and choices o peo-
ple o all cul u es and human iden i ies, inco po a e a pe son’s cul u al alues and belie s, os e posi i e
ela ionships wi h di e se cul u al g oups, communica e in he pe son’s language o mode o communi-
ca ion, ecognize ha a pe son’s p e e ed language e lec s cul u al alues, adi ions, and meanings, and
is connec ed wi h a pe son’s wo ld iew and communi y (nWD, 2017). his compe ency is indica ed as
essen ial o ho el business bo h ou side hailand (hamali & pasunon, 2020; Magalhães e al., 2022) and
in hailand (p omnil, 2021; sowanna & le pu a ak, 2022).
Communica ional compe ency
simila o o he so skills ha a e essen ial o he ho el indus y, communica ional compe ency is mo e
ecognized be o e he pandemic (hamali & pasunon, 2020; Jauha i, 2006; o oo, 2019; Wang, 2013).
coGEn BusinEss & ManaGEMEn 5
howe e , his compe ency is s ill e iden a e co iD-19 (B owne, 2021). Wa ie (2008) iden i ied commu-
nica ional compe encies as he abili y o clea ly exp ess ideas o o he s; s a e pe sonal opinions clea ly
and concisely wi h clea a ionale, ac , and conside a ion; demons a e openness and hones y; lis en
a en i ely o o he employees; solici eedback and opinions o co-wo ke s; emembe wha o he
employees say; and hold he a en ion o o he s when communica ing.
Se ice imp o isa ion compe ency
secchi e al. (2020) asse ha se ice imp o isa ion compe ency is a i al ha d skill in he se ice indus-
y be o e he pandemic and become mo e signi ican in his e a. a se ice imp o isa ion compe ence
(se -ic) is he sys emic abili y o a se ice o ganiza ion’s employees o de ia e om es ablished se ice
deli e y p ocesses and ou ines o espond p omp ly o un o eseen e en s using a ailable esou ces, his
compe ency has been p oposed as an e ec i e way o accommoda e cus ome a iabili y while inc eas-
ing he quali y o he se ice expe ience (secchi e al., 2020). se -ic includes c ea i i y, spon anei y, and
b icolage.
Flexibili y and adap abili y compe encies
acco ding o Wa ie (2008), lexibili y and adap abili y compe encies include he knowledge, skill, and
abili y o be open o changes and ac ions based on en i onmen al and echnological changes, execu e
a wide a ie y o asks, and adap o changes as pe demand, e ec i ely managing ansi ions be ween
asks, and adap ing o a ying cus ome needs. able 1 shows ha Jauha i (2006) and o oo (2019) asse
ha Flexibili y and adap abili y become i al compe encies o ho el employees be o e co iD-19 and
his compe ency ound o be mo e men ioned a e he pandemic (B owne, 2021; Enback, 2020;
Magalhães e al., 2022; sowanna & le pu a ak, 2022). Fo example, p omnil (2021) iden i ied h ee
g oups o compe encies and quali ica ions equi ed o ho el employees a e he co iD-19 pandemic in
hailand. he s udy poin ed ou new equi emen s ha ha e eme ged as c i ical compe encies o he
ho el business due o he co iD-19 pandemic, including digi al echnology, lexibili y, and adap abili y.
Digi al compe ency
Digi al compe ency e e s o he knowledge, skill, and abili y o analy ically and e hically use digi al
echnology o modi y, se , manage, sea ch, and access in o ma ion echnology; acili a e in e ac ion wi h
o he s; c ea e o modi y digi al con en in he o m o wo ds, images, o ideos; and sol e p oblems such
as cybe bullying and in e pe sonal con lic s ha may a ise om social media ( a ano, 2018). he signi -
icance o digi al compe ency has been magni ied du ing he co iD-19 pandemic (B owne, 2021; Fe ei a
e al., 2022; Magalhães e al., 2022; p omnil, 2021; sowanna & le pu a ak, 2022; Yium akul, 2019;
Zancajo e al., 2022). he us na ional skills coali ion (2020) emphasizes ha success in his apidly ans-
o ming en i onmen equi es he hospi ali y wo k o ce o possess b oad-based digi al p oblem-sol ing
skills, enabling hem o g asp a a ie y o oday’s echnologies and adap o ongoing changes. his
aligns wi h hamali and pasunon (2020), who highligh he necessi y o in o ma ion mass media, and
echnology skills o h i ing in he 21s cen u y en i onmen o 4–5-s a ho els in Bangkok, hailand.
G een compe ency
cab al and Dha (2021) de ine g een compe ency as a mul idimensional cons uc comp ised o g een
knowledge, g een skills, g een abili ies, g een a i udes, g een beha io s, and g een awa eness. p omnil
(2021) iden i ies hygiene and social esponsibili y compe ency as new equi emen s o ho el employees
due o he pandemic in hailand. Beha io al indica o s o g een compe ency include knowing he impac
o human beha io on he en i onmen ; he abili y associa ed wi h g een jobs, such as he usage o
ene gy and aw ma e ials; alle ia ing g eenhouse gas emissions; educing pollu ion; conse ing he eco-
sys em (B own e al., 2015), and willingness o en i onmen al conse a ion wi hin hei asks and du ies
6 n. p oMnil E al.
in he wo kplace. he willingness o en i onmen al conse a ion beyond he limi s o hei o ganiza ional
jobs o asks (cab al & Dha , 2021).
Mo eo e , g een compe ency has become a majo conce n in he ho el indus y since he pandemic
(cab al & Dha , 2021; Enback, 2020; Mi če ić e al., 2022). co iD-19 has caused a change in consume
beha io , such as ho el selec ion. cus ome s a e mo e likely o be conce ned abou sus ainabili y, ho el
en i onmen , and hygiene ac o s when selec ing a ho el. Mo e cus ome s pe cei ed he impo ance o
g een a ibu es han adi ional choice ac o s. he e o e, he g eening and sus ainabili y o oday’s cus-
ome s will ine i ably change he compe ency equi ed and asks in ol ed in ho el employees (Yu &
amana han, 2013). Many s udies (Ga ido-Mo eno e al., 2021; p omnil, 2021; p omnil & polnyo ee, 2023)
highligh he c ucial o aining s a o igo ously adhe e o s anda ds o hygiene and cleaning sa e y.
in sum, he exis ing li e a u e on ho el employees’ compe ency in oduces 10 essen ial compe encies
be o e and a e he co iD-19 pandemic (Figu e 1). Fu he mo e, he e is limi ed in o ma ion and knowl-
edge on ho el employee compe ency a e he co iD-19 pandemic in hailand. he mos ele an s udy
on ho el employee compe ency a e he co iD-19 pandemic was conduc ed by p omnil (2021). he
s udy ad ances ou knowledge and unde s anding o changes in ho el employees’ compe encies and
quali ica ions in hailand. i had limi a ions due o he quali a i e me hodology and was conduc ed only
in one amous ou is des ina ion in no he n hailand; hus, i was di icul o gene alize he esul s o
ep esen he ho el indus y in hailand as a whole. no ably, i becomes impo an o employ a quan i-
a i e me hod o iden i y which compe encies a e pe cei ed by bo h manage ial and ope a ional employ-
ees as essen ial o ho el business compe i ion in he pos -pandemic e a and i could be conduc ed
ac oss hailand.
Resea ch me hodology
Ques ionnai e de elopmen
his s udy aims o explo e employee compe ency essen ials o ho el businesses in he pos -pandemic
e a in hailand. he e o e, his s udy employs he EFa o iden i y he co e compe encies o ho el
employees in he pos -pandemic e a. he da a we e collec ed using a i e-poin like -scale ques ion-
nai e. he ques ionnai e was de eloped based on a li e a u e e iew o employee compe encies con-
duc ed om 2006 o 2023. he li e a u e e iew iden i ies en domains o compe ency wi h 38
componen s ha a e necessa y o mos posi ions in he ho el business ( able 2). hen, in e iews wi h
h ee ho el employees, one gene al manage , one human esou ce manage , and one on -line
Figu e 1. he heo e ical amewo k.
coGEn BusinEss & ManaGEMEn 7
employee, we e conduc ed o ob ain use ul in o ma ion abou hese employees’ pe spec i es and hei
conce ns abou speci ic issues. Manage s a e conce ned abou cus ome knowledge and
in o ma ion-sha ing skills, which a e g ouped in he communica ion compe ency domain. addi ionally,
manage s emphasized he need o employee compe ency o he nex no mal, such as changes in
cus ome beha io , echnology skills, and mul i- asking skills. Based on his aluable in o ma ion and
sugges ions om he in e iews, we e ined, en iched, and alida ed he ques ionnai e, which was o ga-
nized in o wo sec o s:
Sec ion 1: esponden s’ demog aphic p o iles and wo king expe iences include six ques ions o mul iple
choice.
Sec ion 2: esponden s’ opinions, ideas, and expe iences ega ding he compe ency essen ial o hailand’s
ho el indus y a e he co iD-19 pandemic (a e 2022) include 10 domains o compe ency wi h 38 com-
ponen s which we e adap ed om se e al schola s ( able 2). all he componen s we e measu ed using a
i e-poin like scale anging om 1 (comple ely unimpo an ) o 5 ( e y impo an ). he a iables used
in his s udy we e con i med using mul iple componen s om p e ious s udies in he ex ensi e li e a u e.
he ques ionnai e was e iewed by h ee academics and wo ho el manage s o sa is y he con en
alidi y equi emen s and o de e mine each ques ion’s index o i em-objec i e cong uence (ioc). he
esul o all componen s was >0.80. acco ding o u ne and ca lson (2003), i e expe s a e used o
assess alidi y, and he ioc alue should be ~0.80, which is conside ed s a is ically signi ican .
Sample and da a collec ion
he esea ch was ca ied ou a an indi idual le el; he e o e, he popula ion is employees in he ho el
indus y a bo h manage ial and ope a ional le els who ha e been wo king in he ho el indus y since
he co iD-19 c isis because hey would deeply unde s and he cha ac e is ics o he ho el business and
i s cus ome s du ing and a e he co iD-19 c isis. acco ding o he Bank o hailand, 2949 and 620 hai
people a e wo king in ho els and es au an s (Bo , 2023). he e o e, o ha e a con idence le el o 95%,
a sample size o 385 is iden i ied (K ejcie & Mo gan, 1970).
Fo sample selec ion, nonp obabili y sampling using con enience sampling was pe o med. he
esea che s ha e con ac wi h 20 ho els ac oss hailand (10 local ho els and 10 in e na ional ho els) ha
ha e been wo king in collabo a ion wi h he uni e si y o phayao. he ho el manage s we e asked
whe he hey wished o pa icipa e in he esea ch and we e eassu ed ha hei anonymi y would be
main ained. he online ques ionnai e was accompanied by a co e le e explaining he pu pose o he
esea ch and was deli e ed o he gene al manage o dis ibu ion o he employees.
Da a was collec ed om July o oc obe 2023. he e hical app o al o he s udy was ob ained om
he uni e si y o phayao (h Ec-up-hss2.2/094/66) o human s udies. in o med consen was collec ed in
a sepa a e w i en o m be o e consen ing esponden s could p oceed wi h he ques ionnai e. he e o e,
esponden s a e olun a y o be pa o he esea ch p ojec . Each esponden comple ed he ques ion-
nai e only once when he/she was a ailable. in o al, 449 ques ionnai es we e e u ned.
Da a analysis
consis en wi h he li e a u e e iew ( able 2), one compe ency comp ises se e al componen s, he e-
o e, his s udy employed an EFa o explo e se s o ho el employees and iden i y he unde lying com-
ponen s ha summa ize he ela ionships among a se o compe encies essen ial o he ho el business
a e he co iD-19 pandemic in hailand. he selec ion o he a iables was ound o be app op ia e
( able 3). i was based on he Kaise -Meye -olkin alue (0.970), which is close o 1, indica ing a s ong
ela ionship among all da a and a iables. addi ionally, he signi icance o Ba le ’s es (p<.001) indi-
ca es ha all 38 a iables ha e a su icien ela ionship o be subjec ed o iden i ying he ma ix (hai
e al., 2010).
p incipal componen analysis was applied o ac o ex ac ion, and a imax wi h Kaise no maliza ion
was used o ac o o a ion. hen sEM was used o examine he ela ionships among a se o a iables
14 n. p oMnil E al.
pandemic (B owne, 2021; cab al & Dha , 2021; Fe ei a e al., 2022; hamali & pasunon, 2020; Mi če ić
e al., 2022; Zancajo e al., 2022) ha digi al echnology, lexibili y, adap abili y, and g een compe ency
(Ga ido-Mo eno e al., 2021; p omnil, 2021; p omnil & polnyo ee, 2023) ha e become mo e impo an in
oday’s in e connec ed and apidly changing wo ld caused by he co iD-19 c isis.
in addi ion, sel and social ocus compe ency has been alida ed as a c ucial skill o ho el employees,
essen ial o deli e ing excellen se ice, bo h be o e and a e he challenges posed by co iD-19. ‘Sel
and Social Focus’ consis s o 10 componen s ha in ol e a combina ion o in ape sonal and in e pe -
sonal skills. his inding suppo s se e al s udies unde aken du ing he co iD-19 (Magalhães e al.,
2022; Michel e al., 2022; peze , 2021) and highligh s he impo ance o se e al so skills ha inc eased
wi h he pandemic, including sel -managemen , eamwo k, in e pe sonal ela ionships, con lic manage-
men , and empa hy. Mo eo e , he esul o his s udy ein o ces he obus ness and uni e sali y o se -
ice and communica ion compe ency as undamen al o success in he labou -in ensi e ho el indus y
o e ime (Ma ne os e al., 2020; o oo, 2019; secchi e al., 2020).
las ly, he esul o ‘E hical and Mo al’ compe ency is impo an o he ho el business in hailand
be o e and a e co iD-19. his inding is pa ly in line wi h li e a u e unde aken in Wes e n coun ies
(Elbaz e al., 2018; Jauha i, 2006; o oo, 2019) ha e hical and mo al compe ency mo e likely o be a
conce n in he ho el business be o e he co iD-19 c isis and i seems o be less ocused a e he pan-
demic. howe e , his compe ency is signi ican and consis en wi h p io esea ch conduc ed in hailand
(si ine e al., 2020; sonwiang & lueangnapha, 2020; Yium akul, 2019). hey emphasize he cen ali y o
mo ali y and e hics as op- a ed a ibu es o hospi ali y g adua es en e ing he ho el indus y ac oss
di e se egions in hailand and wi hin a ious en e p ises in he sec o .
Theo e ical and p ac ical implica ions
his s udy makes con ibu ions o and ills gaps in he li e a u e on ho el managemen and human
esou ce managemen . Fi s , his s udy is among he i s o employ EFa and sEM o alida e se s o
ho el employees’ compe ency domains essen ial o he ho el indus y in he pos -co iD-19 e a in
hailand. By doing his, we in oduce ou se s o compe encies equi ed o ho el employees in a col-
lec i is coun y like hailand, including adap abili y and sus ainabili y, sel and social Focus, se ice and
communica ion compe ency, and E hical and Mo al compe ency.
addi ionally, his s udy in oduces knowledge o he changes and ends in ho el wo k o ce compe-
ency in he pos -co iD-19 e a. We ound ha adap abili y and sus ainabili y compe ency we e no ably
mo e ocused globally due o he co iD-19 c isis. sel and social ocus, and se ice and communica ion
compe ency ha e been alida ed as undamen al compe encies o deli e ing excellen se ice and suc-
cess in he global ho el indus y o e ime. Mo eo e , his s udy highligh s ha e hical and mo al com-
pe ency is he signi ican compe encies o ho el business in hailand be o e and a e co iD-19. his
compe ency seems o be less ocused in he p e ious s udy unde aken in Wes e n coun y (Elbaz e al.,
2018; Jauha i, 2006; o oo, 2019).
he in o ma ion and knowledge de i ed om his esea ch a e meaning ul ega ding p epa a ion o
he ho el and educa ional sec o in oday’s in e connec ed and apidly changing wo ld. Based on ou
indings, adap abili y, and sus ainabili y compe ency we e no able new compe encies ha eme ged
du ing he co iD-19 c isis in he ho el indus y in hailand. he ho el p ac i ione s should implemen
specialized aining p og ams ocused on p oblem-sol ing, communica ion, digi al li e acy, and
c oss-cul u al unde s anding o enhance adap abili y compe ency. Fo sus ainabili y compe ency, wo k-
shops can ocus on sus ainable p ac ices, esou ce managemen , and eco- iendly ini ia i es. Mo eo e ,
we sugges ha ho el manage s should c ea e employee engagemen ini ia i es. Fo example, employee
engagemen in sus ainabili y ini ia i es and p ojec s, such as communi y clean-up e en s o olun ee ing
oppo uni ies. his os e s a sense o owne ship and commi men o sus ainabili y goals while also p o-
mo ing sel and social- ocus compe encies o he employees.
ou indings no only bene i he ho el sec o bu also he educa ional sec o in de eloping hospi al-
i y educa ional p og ams o mee he indus y demands. Educa ional ins i u ions can align hei p o-
g ams wi h iden i ied compe encies, ensu ing ha s uden s a e equipped wi h he skills and a ibu es
needed in he wo k o ce. Fo ins ance, implemen ing skill-based educa ion o coope a i e wo k-in eg a ed
coGEn BusinEss & ManaGEMEn 15
educa ion (cWiE), designing assessmen ools ha align wi h he iden i ied componen s, adap ing hei
p og ams o echnological changes, and inco po a ing ele an echnologies in o hei eaching me hods.
in doing so, i suppo s a mo e holis ic and p ac ical app oach o educa ion ha p epa es s uden s o
success in hei u u e ca ee s ei he in he local o in e na ional ho els.
Conclusion
a new se o employees’ co e compe encies in he ho el business in hailand was iden i ied h ough
bo h quali a i e and quan i a i e p ocedu es. ini ially, an exhaus i e e iew o he exis ing li e a u e on
employee compe encies in he hospi ali y sec o led o he iden i ica ion o en compe ency domains
wi h 38 componen s deemed essen ial o he ho el indus y. subsequen ly, a quan i a i e me hod o EFa
was employed o alida e hese compe encies. he sEM es in oduced ou domains wi h 33 compo-
nen s o ho el wo k o ce compe encies: adap abili y and sus ainabili y compe ency (13 componen s),
sel and social Focus compe ency (10 componen s), se ice and communica ion compe ency ( i e com-
ponen s), and E hical and Mo al compe ency ( i e componen s).
Fu he mo e, his pape e eals ha he co iD-19 pandemic a ec s he equi emen s o ho el employ-
ees’ compe ency in hailand, especially adap abili y and sus ainabili y compe ency. al hough co iD-19
has caused changes in he ho el wo k o ce, sel and social ocus as well as se ice and communica ion
compe ency s ill a undamen al compe ency o success in he global ho el indus y o e ime.
none heless, e hical and mo al compe ency seems o be mo e ocused in Eas e n coun ies, especially in
hailand han in he Wes e n. Mo eo e , his pape p o ides some sugges ions o he ho el sec o in
hailand o keep businesses compe i i e in oday’s in e connec ed and apidly changing wo ld. las ly,
in o ma ion o hai educa ional sec o in de eloping hospi ali y educa ional p og ams o mee he
indus y demands is p o ided.
Limi a ion and u u e s udy
his pape has iden i ied ho el employees’ compe encies om he pe spec i e o employees bo h a
manage ial and ope a ional le els. his is because hey could deeply unde s and he cha ac e is ics o
he ho el business and cus ome s’ beha iou s du ing and a e he co iD-19 c isis. i is no ed ha he
change in cus ome beha iou s also caused he change in he need o employee compe ency in he
pos -pandemic e a (Magalhães e al., 2022; popa e al., 2023). he e o e, u u e s udy should be con-
duc ed on ho el cus ome s’ pe spec i es as well as in es iga e he e ec s o hese compe ency domains
on cus ome sa is ac ion and business pe o mance.
his s udy employed EFa o ex ac he ac o s (compe ency) based on heo y and li e a u e and ini-
ia e a model o employee compe encies necessa y o he ho el indus y in hailand (Figu e 6). howe e ,
his s udy only explo es da a dimensionali y, i is nei he a es ic ed model no a p o en model ye .
he e o e, we ecommend using con i ma o y Fac o analysis (cFa) o es ic a model and hen sEM o
con i m ou p oposed model in u u e s udies.
Au ho s con ibu ions
ni amol p omnil: concep ion and design, da a collec ion, w i ing–o iginal d a , and inal app o al. Ki isak s epi o e:
analysis and in e p e a ion o he da a. anapo n poop ueksacha : da a collec ion and o ma ing.
Disclosu e s a emen
no po en ial con lic o in e es was epo ed by he au ho (s).
Abou he au ho s
Ni amol P omnil phD is a senio lec u e in ou ism and ho el managemen and also a head o he uni o Excellence
in ou ism and ho el inno a ion a he uni e si y o phayao, hailand. she has ex ensi e eaching expe ience and
16 n. p oMnil E al.
has published a icles in a ious ields, including human esou ce managemen in ho els, ou is beha io , c ea i e
ou ism, and communi y-based ou ism.
Ki isak S epi o e phD is a senio lec u e in digi al ma ke ing in Business and communica ion a s school a he
uni e si y o phayao, hailand. he has ex ensi e eaching expe ience and has published a icles in a ious ields,
including ag icul u e business and ma ke ing, in e na ional ade, and consume beha iou .
Tanapo n Poop ueksacha phD is a esea ch assis an in he uni o Excellence in ou ism and ho el inno a ion, a
he uni e si y o phayao, hailand. she is also assis ing in eaching ho el and ou ism esea ch subjec s o mas e ’s
deg ee s uden s and is conduc ing esea ch in g een ho els in hailand and gas onomy ou ism.
Funding
no unding was ecei ed.
ORCID
ni amol p omnil h p://o cid.o g/0000-0002-0595-6656
Ki isak s epi o e h p://o cid.o g/0000-0002-7488-9741
Da a a ailabili y s a emen
he da a ha suppo he indings o his s udy will be p o ided upon easonable eques by he co esponding
au ho , ni amol p omnil.
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