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Integrated resort employee competencies: a Macau perspective
Nga Man Lou1; Amy Siu Ian So2; Yuchin Jerrie Hsieh3
Source PublicationInternational Journal of Contemporary Hospitality Management

Purpose This study aims to develop an employee competency model for integrated resorts (IRs) in Macau through insights gleaned from IR professionals and to investigate whether any differences emerge in competency perception between IR professionals and college and high school students.

Design/methodology/approach A mixed-method approach was adopted to answer the research questions. The Delphi approach was used, and four IR experts were invited to refine components of the IR competency for the survey questionnaire. Quantitative data were collected from 596 IR professionals and college/high school students. Fisher's least significant difference test was used to test the competency gaps between groups. Qualitative interviews were conducted with 12 respondents to gather their comments on the survey results.

Findings The IR competency model consists of 15 critical competencies. A strong work ethic and customer service orientation were ranked as important attributes of employee competency among the four target groups. A mismatch in IR competency perceptions emerged among IR managers, employees and students.

Practical implications The IR competencies can serve as a pragmatic reference for IRs in terms of employee recruitment and training. This model can also serve as a guideline to ensure the alignment between IR industry needs and the course offerings in higher education institutions in Macau.

Originality/value The IR competencies contribute to resolving human capital issue challenging Macau's IRs and provide insights for Macau's IR stakeholders to improve the IR workforce development.

KeywordCompetency Integrated Resort Mismatch Employee Development Human Resources
Indexed BySSCI ; SSCI
WOS Research AreaSocial Sciences - Other Topics ; Business & Economics
WOS SubjectHospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000459560600013
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Document TypeJournal article
CollectionFaculty of Business Administration
Corresponding AuthorYuchin Jerrie Hsieh
Affiliation1.Department of Hospitality and Gaming Management,University of Macau, Macao
2.Faculty of Business Administration, University of Macau, Macao,
3.Department of Hospitality and Tourism Management,Rochester Institute of Technology, Rochester, New York, USA
First Author AffilicationUniversity of Macau
Recommended Citation
GB/T 7714
Nga Man Lou,Amy Siu Ian So,Yuchin Jerrie Hsieh. Integrated resort employee competencies: a Macau perspective[J]. International Journal of Contemporary Hospitality Management,2019,31(1):247-267.
APA Nga Man Lou,Amy Siu Ian So,&Yuchin Jerrie Hsieh.(2019).Integrated resort employee competencies: a Macau perspective.International Journal of Contemporary Hospitality Management,31(1),247-267.
MLA Nga Man Lou,et al."Integrated resort employee competencies: a Macau perspective".International Journal of Contemporary Hospitality Management 31.1(2019):247-267.
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