- Albert Tiong
The hospitality industry has evolved over the years, from just a simple provider of accommodation, to a destination by itself. Certainly the way in which the workforce is developed has to also keep up with the evolution. Universities, colleges and vocational training institutes have traditionally provided theoretical knowledge training with some sending students for internship learning with industry partners. Educators should start to de-emphasize the importance of theoretical knowledge training and focus on the skills required by the industry.
Education has started to move from the traditional "compliance-based training" towards "competency-based training". Compliance-based training can also be referred to as "qualification-based" training where the training program is designed to ensure that learners demonstrate the necessary MINIMUM skills, knowledge and experience levels to meet the qualification requirements of the program. As such, educational institutions train to comply with certain conditions e.g. instructional hours, assignments and exams scores etc.
In competency-based training, training is instead designed to ensure that learners possess the required competencies to safely, efficiently and effectively carry out their assigned duties and responsibilities at their workplace. Competency is defined as "using a combination of knowledge, skills and attitude to perform a task to the prescribed standards". Unlike a qualification-based training, a learner will have to be able to demonstrate competencies through a set of observable behaviors.
The advantage of competency-based training and assessment is that it provides a holistic view on the learners' ability to perform tasks and manage events measured according to a given set of behavioral indicators not under pure test conditions. Any organization of any industry is subjected to disruptions and abnormal (and even crisis) situations and the hospitality industry is no different. Educators ought to ensure that learners are competent to handle any situations that may arise.
The hospitality industry is one that heavily revolves around humans, be it the workforce or the customers. With that in mind, educators should also impart the basic knowledge of psychology into the curriculum. This enables learners to vastly understand themselves, colleagues, vendors, as well as customers. Such understanding will aid in stress management and mental wellbeing, interactions with co-workers, as well as developing and delivering products and services that customers actually want.
The success of any competency-based training and assessment depends highly on the analytical and assessment skills of the team of trainers, thus trainer selection and training becomes critical for delivering any competency-based training and assessment programs. Trainers should therefore have a high level of understanding of the learning process, and knowledge about competencies in order to enable them to develop learners' knowledge, skills and attitudes, and make effective assessments.
The Swiss Developmental Psychologist Jean Piaget once said: "The main goal of education should be to create mature adults who are confident in learning how to solve problems for themselves instead of repeating what other generations have done before them." Trainers therefore will have to move from the traditional role of transferring knowledge to competency developers.
The core competencies of the future hospitality workforce should include the following observable behaviors:
MINDFULNESS AND SELF-AWARENESS
- Demonstrate understanding of one's own strengths and limitations, including ability to recognize one's emotional state
- Operate from competence and know when to rely on someone else on the team
- Demonstrate clarity on one's values and sense of purpose, which allows him/her to be more decisive when setting a course of action
COMMUNICATION
- Ensures that the recipient is ready and able to receive the information
- Shares appropriate information
- Selects appropriately what, when, how, and with whom to communicate
- Conveys messages clearly, accurately, and concisely
- Confirms that the recipient correctly understands important information
- Listens actively and demonstrates understanding when receiving information
PROBLEM-SOLVING AND DECISION-MAKING
- Seeks accurate and appropriate information from appropriate sources
- Identifies and verifies what and why has failed
- Perseveres with resolving problems whilst prioritizing safety
- Uses appropriate and timely decision-making techniques
- Sets priorities appropriately
- Identifies and considers options, as appropriate
- Monitors, reviews, and adapts decisions, as required
- Identifies, assesses, and manages risks effectively
- Adapts when faced with situations where no guidance or procedure exists
STRESS AND WORKLOAD MANAGEMENT
- Demonstrate understanding of stress and how it influences our cognitive processes and behaviors
- Plans, prioritizes, and schedules tasks effectively
- Manages time efficiently when carrying out tasks
- Offers and gives assistance, delegates when necessary
- Seeks and accepts assistance, when necessary
- Monitors, reviews, and cross-checks taken action conscientiously
- Verifies that tasks are completed as expected
- Manages and recovers from interruptions, distractions, variations, and failures effectively, while performing tasks
LEADERSHIP AND TEAMWORK
- Creates an atmosphere of open communication and encourages team participation
- Displays initiative and gives directions when required
- Admits mistakes and takes responsibility
- Carries out instructions when directed
- Gives and receives feedback constructively
- Applies effective intervention strategies to resolve deviations identified whilst monitoring
- Takes into account cultural differences
- Engages others in planning
- Addresses and resolves conflicts and disagreements in a constructive manner