ASSESSMENT OF THE COMPETENCIES OF THE HOTEL STAFF

Abstract

The revelance of this study. Modern organizations operating in the tourism sector need innovation to remain and be competitive and meet the business requirements of the 21st century. Leading human management organizations to appreciate positive guidelines for new, innovative management theories, which are related to change management, knowledge management, growing and improving organization, leadership, project management, corporate social responsibility, etc. potential (Veleva, M. 2020). Modern tourism organizations have an interest in strategically planning not only the management of human resources to achieve the goals set, but also strategically planning their management to participate in changes, training programs and decision-making, through which managers can increase their professional efficiency and motivation – satisfaction, in the long run, this increases the competitiveness and viability of the tourism organization. The main problem. With the study is what competencies are needed for the provision of tourism services by the employees of accommodation companies and how to improve them if non-compliances are identified. The study aims. To discuss the competencies required by the employees of accommodation companies in the accommodation sector in the context of the general competencies required in the tourism sector. Research methods. Analysis and synthesis of scientific literature, questionnaire survey, descriptive statistics shall be used to achieve the purpose of the study. Results: human resources competence education in accommodation organizations is one of the most important actions, because it is the guarantee of competition and quality control. During the study leading and non-leading employee’s competence demand and their compliance degree in exact situation have been set. Leading employees of accommodation organizations the most improvable competence skill is strategic leading skills. The least needed skill to be improved is marketing competences. For non-managerial staff in accommodation organizations, problem-solving and crisis management are the skills that need to be developed the most. Competences related to information technology skills need the least improvement. Conclusion: the need for competencies and compliance with the real situation in terms of scores do not make much difference, but the competencies of all groups according to the selected criteria among managers and nonmanagers need to be improved in order to maintain stability in the organization. The process of developing the competencies of tourism organizations must be organized according to the recommended stages of the training process and considering the changes in the need for competencies in the provision of services in the changing market conditions. Respondents indicate that the development of competencies needs to be improved at all stages of the organization of the teaching process, therefore targeted management decisions are needed when planning effective educational programs.