Year: 2025
Type: article
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.
Source: Media Wisata
Author: Ridolli Butarbutar
Institution: Politeknik Pariwisata Medan
Language: English
Subfield: Social Psychology
Field: Psychology
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4410410144
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