The Required Competencies of the Middle Managers in Five-Hotel Industry: A Case Study of Five-Star Hotels in Phnom Penh, Cambodia

DOI

10.2991/icpm-14.2014.5How to use a DOI?

Keywords

Required Competencies, Self-Management, Strategic-Positioning, Implementation, Critical Thinking, Interpersonal, Communication, Leadership, Industry Knowledge, Perception, Five-Star hotel

Abstract

The required competencies are crucial needs for tomorrow’s hospitality industry leader that wish to remain their competitive and challenges. Middle managers working in standard hotel accommodations play an important role to coordinate employees’ activities and determine the steps to increase of service productivities in order to achieve guest satisfaction and organizational goals. The objectives of this study are to investigate the required competencies essential for the success of middle managers and also the obstacles they face in managing five-star hotels industry in Phnom Penh, Cambodia. In this study, researcher adapts mixed method approach by conducting quantitative approach and qualitative approach at the same time in order to gain perspectives from different types of data. In particular, mixed method model of Creswell (2009) is employed in this research. All the employees working in five-star hotels in Phnom Penh were the targets of this research to confirm the required competencies of middle manager. The researcher contacted three five-star hotels to ask the permissions to conduct this study in advance. However, only two five-star hotels agree to participate in this study with the total population of 710 employees (410 employees from Sofitel Phnom Penh Phokeethra Spa and Resort; and 290 employees from the Raffle Holel Le Royal Phnom Penh). This calculation is in line with the formula of Yamane (1960), in which 373 samples selected from all departments are asked about the required competencies essential for five-star hotels’ middle managers. In order to analyze the data from questionnaires, the researcher used descriptive statistic on frequencies, percentages, and average which was later used to calculate the value of Mean. After that, there was semi-structure interview using Behavioral Event Interview Outline (BEIs) to gain responses. After receiving the data from ten middle managers and three high level managers, a qualitative content analysis method including transcribing, coding, and interpreting was applied in order to figure out the required competencies for success of middle managers in five-star hotels and the obstacles they face in the management

Copyright

© 2014, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Samphors Chum
PY  - 2014/08
DA  - 2014/08
TI  - The Required Competencies of the Middle Managers in Five-Hotel Industry: A Case Study of Five-Star Hotels in Phnom Penh, Cambodia
BT  - Proceedings of the 2014 International Conference on Public Management (icpm-14)
PB  - Atlantis Press
SP  - 26
EP  - 32
SN  - 2352-5428
UR  - https://doi.org/10.2991/icpm-14.2014.5
DO  - 10.2991/icpm-14.2014.5
ID  - Chum2014/08
ER  -