Document Type

Article

Abstract

Education and experience play a key role in determining the efficacy and competency of the career paths found in the hotel industry. The research aims to examine how hotel management's education levels and experiences influence employees' service performance standards and customer satisfaction. The research conducted is a qualitative survey on 124 hotels in the U.S using questionnaires with the general managers, human resource managers, executive managers, and frontline employees who regularly interact with customers. The study results showed that the hotels whose managerial roles were held by individuals with high education accomplishments and experiences had the most competent employees, which resulted in improved customer satisfaction.

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Creative Commons Attribution 4.0 License
This work is licensed under a Creative Commons Attribution 4.0 License.

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