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Skills and training in the hotel sector: The case of front office employment in Northern Ireland

Baum, T. and Devine, P.F. (2007) Skills and training in the hotel sector: The case of front office employment in Northern Ireland. International Journal of Hospitality Management, 7 (3-4). pp. 269-280. ISSN 0278-4319

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Abstract

Notwithstanding the globalisation of services and the migration of some service providers (call centres, financial processing) to regions of low cost labour coupled with high levels of education attainment, there are arguments that the skills, which employees bring to the workplace in executing common tasks, are context and culture specific. This paper is concerned with the skills set and training background of one set of service workers, those in hotel front office, located within Northern Ireland. This paper reports the findings of a survey of front office workers working in 4- and 5-star hotels in Northern Ireland. This survey identifies the skills and training profile of this group of employees and measures attitudes to key skills requirements within front office work.