Abstract
The aim of this paper is to identify important skills and factors necessary for frontline employees of the hospitality industry, which will be useful for educating future hospitality workers. Qualitative analysis of interview data of six hotel staff in different positions was collected. Also, the written text of assessment tools for hotel employees created by the Ministry of Health, Labor and Welfare was used to make a list of skills considered important for hotel staff to enhance guest experience. It was found that the items on the list have relevance to previous research on hospitality competencies, and also to communication theories. Finally, this study suggests the possibility of applying the framework of communication study to train students and potential employees in the hospitality field.
