Creating Can-Do statements for hospitality communication

Human resource development for the tourism sector

抄録

The tourism industry is currently facing a serious shortage of workers and needs to develop talented human resources. Workers in this industry, particularly those in hospitality need good interaction skills to ensure customer satisfaction. Thus, communication is one of the vital competencies for workers in this sector. This study aims to break down the elements of hospitality communication and present them in the form of Can-Do statements. Codes extracted from a previous study are used to draft Can-Do items and descriptors. Then, interviews are conducted with seven hotel staff, and the interview data were analyzed to improve the Can-Do statements related to hospitality communication. We report the process and rationale for changes made to the statements for improvement. Further, some of the important elements on the statements are explained and discussed to support the detailed description of the items. These statements would be a useful checklist for training the workforce in the hospitality sector.