Integrated resort employee competencies: a Macau perspective

Abstract

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.

Citation

Lou, N.M., So, A.S.I. and Hsieh, Y.J. (2019), "Integrated resort employee competencies: a Macau perspective", International Journal of Contemporary Hospitality Management, Vol. 31 No. 1, pp. 247-267. https://doi.org/10.1108/IJCHM-07-2017-0431