Star and diamond ratings for hotels and resorts are all about creating unforgettable guest experiences, impeccable service standards and unmatched levels of hospitality. In essence, it’s all about orchestrating a state of excellence in every department of the hotel or resort leading to an incredible experience for the revered guests. If this be so, then the professionals that back-end the operations, run and manage these star and diamond rated hotels and resorts, must be enabled to create continuous excellence in all the areas that impact guest and service experiences, resulting in improved guest loyalty and stronger financial performance. Thus, at the heart of any company’s signature guest service program are the true enablers, ‘the competencies’.
Whilst there are various constructs of competencies, for the hospitality industry it is perhaps best to use the behaviorist construct. Competency is treated as something a person is or should be able to do. It is a description of action, behavior or outcome, capable of demonstration and assessment. Thus, from a behaviorist view point competence is conceived in terms of observable behaviours associated with the completion of specific tasks. Evidence of the possession of the competency is based on direct observation of performance