Essential vs. Desired Digital Skills in Hotel Industry Implications for Training and Development
Main Article Content
Abstract
This study aims to identify and analyze the digital skills required in the hotel industry and distinguish between those necessary for basic operations and those desired for enhanced performance and competitive advantage. By reviewing the existing literature, this study provides a comprehensive overview of the digital competencies’ hotel employees need to acquire to thrive in a digitalized environment. Furthermore, this study offers insights into which digital skills should be considered of high precedence and which are of lower precedence for inclusion in hotel management programs. The findings of this research have significant implications for both hotel management and education programs, particularly in terms of arranging effective training programs. By identifying critical and desirable digital skills, hotel management programs can design more targeted and relevant curricula that better prepare students for the demands of the industry. Additionally, the results can serve as a reference for hotel development plans, ensuring that both current and future employees possess the digital competencies necessary to excel in their roles.
Article Details
How to Cite
YUDISTIRA, Sukma.
Essential vs. Desired Digital Skills in Hotel Industry.
JURNAL PENDIDIKAN DAN KELUARGA, [S.l.], v. 16, n. 01, p. 120-136, july 2024.
ISSN 2549-9823.
Available at: <http://jpk.ppj.unp.ac.id/index.php/jpk/article/view/1344>. Date accessed: 18 nov. 2024.
doi: https://doi.org/10.24036/jpk/vol16-iss01/1344.
Section
Hospitality Management
This work is licensed under a Creative Commons Attribution 4.0 International License.
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References
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Huang, A., De la Mora Velasco, E., Marsh, J., & Workman, H. (2021). COVID-19 and the future of work in the hospitality industry. International Journal of Hospitality Management, 97(May), 102986. https://doi.org/10.1016/j.ijhm.2021.102986
Ivanov, S. (2020). The impact of automation on tourism and hospitality jobs. Information Technology & Tourism, 22(2), 205–215. https://doi.org/10.1007/s40558-020-00175-1
J. Prihanto & Florentina Kurniasari. (2019). Sustainable Digital Transformation in the Hospitality Industry: A Study of the Hotel Industry in Indonesia. Proceedings of the 2019 International Conference on Organizational Innovation (ICOI 2019). https://doi.org/10.2991/icoi-19.2019.38
Khoo, C., Yang, E., Tan, R., & ... (2024). Opportunities and challenges of digital competencies for women tourism entrepreneurs in Latin America: A gendered perspective. Journal of …, Query date: 2024-07-29 09:20:03. https://doi.org/10.1080/09669582.2023.2189622
Lazić, M., Bradić-Martinović, A., & Banović, J. (2023). Digital skills in tourism and hospitality as a precondition for the sector resilient growth: The case of Serbia. Menadzment u Hotelijerstvu i Turizmu, 11(1), 25–40. https://doi.org/10.5937/menhottur2301025L
Leung, X. Y., Chen, H., Chang, W., & Mhlanga, L. (2022). Is VR game training more effective for hospitality employees? A longitudinal experiment. Tourism Management Perspectives, 44, 101020. https://doi.org/10.1016/j.tmp.2022.101020
Line, N. D., Dogru, T., El-Manstrly, D., Buoye, A., Malthouse, E., & Kandampully, J. (2020). Control, use and ownership of big data: A reciprocal view of customer big data value in the hospitality and tourism industry. Tourism Management, 80, 104106. https://doi.org/10.1016/j.tourman.2020.104106
Liu, Y., Yan, Y., Xia, H., & Sun, K. (2023). Analysing the longitudinal course selection panel data (2014-2020) of K-12 teachers from Zhejiang province: A comprehensive study on in-service training needs. Professional Development in Education, 1–21. https://doi.org/10.1080/19415257.2023.2241874
M. Sheresheva, I. I. Savelyev, Nelli N. Nadzharyan, & A. Kudryavtsev. (2019). Digital Platforms in Hospitality Business. https://doi.org/10.1007/978-3-030-40749-0_10
M. Sousa & Á. Rocha. (2019). Skills for disruptive digital business. Journal of Business Research. https://doi.org/10.1016/J.JBUSRES.2017.12.051
Markaki, A., Malhotra, S., Billings, R., & Theus, L. (2021). Training needs assessment: Tool utilization and global impact. BMC Medical Education, 21(1), 310. https://doi.org/10.1186/s12909-021-02748-y
Mwansisya, T., Mbekenga, C., Isangula, K., Mwasha, L., Pallangyo, E., Edwards, G., Orwa, J., Mantel, M., Mugerwa, M., Subi, L., Mrema, S., Siso, D., Selestine, E., & Temmerman, M. (2021). Translation and validation of Training Needs Analysis Questionnaire among reproductive, maternal and newborn health workers in Tanzania. BMC Health Services Research, 21(1), 735. https://doi.org/10.1186/s12913-021-06686-9
Ozgur Ozdemir, T. Dogru, M. Kizildag, & Ezgi Erkmen. (2023). A critical reflection on digitalization for the hospitality and tourism industry: Value implications for stakeholders. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/ijchm-04-2022-0535
Promnil, N., Srepirote, K., & ... (2024). Exploratory factor analysis of hotel employee competencies in Thailand: The evidence after the COVID-19 pandemic. Cogent Business & …, Query date: 2024-07-29 09:20:03. https://doi.org/10.1080/23311975.2024.2364850
Putra, F., & Law, R. (2024). Critical success factors for virtual hotel operator partnership with small-and medium-sized hotels: Perspectives of owners and operators. Journal of Hospitality and Tourism Insights, Query date: 2024-07-29 09:20:03. https://doi.org/10.1108/JHTI-06-2022-0244
Ram Narayan, A. Gehlot, Rajesh Singh, S. Akram, Neeraj Priyadarshi, & Bhekisipho Twala. (2022). Hospitality Feedback System 4.0: Digitalization of Feedback System with Integration of Industry 4.0 Enabling Technologies. Sustainability. https://doi.org/10.3390/su141912158
Robert Grundke, Luca Marcolin, & Mariagrazia Squicciarini. (2018). Which skills for the digital era?: Returns to skills analysis. https://doi.org/10.1787/9A9479B5-EN
Santiago Melián-González & J. Bulchand-Gidumal. (2016). A model that connects information technology and hotel performance. Tourism Management, 53, 30–37. https://doi.org/10.1016/J.TOURMAN.2015.09.005
T. Lui & L. Goel. (2022). Learning effectiveness of 3D virtual reality in hospitality training: A situated cognitive perspective. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/jhtt-03-2021-0091
Van Laar, E., Van Deursen, A. J. A. M., Van Dijk, J. A. G. M., & De Haan, J. (2020). Determinants of 21st-Century Skills and 21st-Century Digital Skills for Workers: A Systematic Literature Review. SAGE Open, 10(1), 215824401990017. https://doi.org/10.1177/2158244019900176
World Tourism Organization. (2020). Digital Transformation | UN Tourism. Digital Transformation. https://www.unwto.org/digital-transformation
Yongmin Chen. (2020). Improving market performance in the digital economy. China Economic Review, 62, 101482–101482. https://doi.org/10.1016/j.chieco.2020.101482
Youssef, A. B., Dahmani, M., & Zeqiri, A. (2021). Do e-skills enhance use of e-services in the hospitality industry? A conditional mixed-process approach. International Journal of Data and Network Science, 5(4), 519–530. https://doi.org/10.5267/j.ijdns.2021.8.015
Zaragoza-Sáez, P., Marco-Lajara, B., & Ubeda-Garcia, M. (2022). Digital skills in tourism. A study from the Next Tourism Generation (NTG) Alliance. Measuring Business Excellence, 26(1), 106–121. https://doi.org/10.1108/MBE-11-2020-0151
AlMalki, H. A., & Durugbo, C. M. (2022). Systematic review of institutional innovation literature: Towards a multi-level management model. Management Review Quarterly. https://doi.org/10.1007/s11301-022-00259-8
Arthur Huang, Tyler J. Fisher, Huiling Ding, & Zhishan Guo. (2021). A network analysis of cross-occupational skill transferability for the hospitality industry. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/ijchm-01-2021-0073
Bilgihan, A., & Ricci, P. (2024). The new era of hotel marketing: Integrating cutting-edge technologies with core marketing principles. Journal of Hospitality and Tourism Technology, Query date: 2024-07-29 09:20:03. https://doi.org/10.1108/JHTT-04-2023-0095
Breman, J., Giacumo, L. A., & Griffith-Boyes, R. (2019). A Needs Analysis to Inform Global Humanitarian Capacity Building. TechTrends, 63(3), 294–303. https://doi.org/10.1007/s11528-019-00390-6
Buhalis, D. (2022). Drivers of e-Tourism. In Z. Xiang, M. Fuchs, U. Gretzel, & W. Höpken (Eds.), Handbook of e-Tourism (pp. 1–17). Springer International Publishing. https://doi.org/10.1007/978-3-030-05324-6_6-1
Buhalis, D., O’Connor, P., & Leung, R. (2023). Smart hospitality: From smart cities and smart tourism towards agile business ecosystems in networked destinations. International Journal of Contemporary Hospitality Management, 35(1), 369–393. https://doi.org/10.1108/IJCHM-04-2022-0497
C. Lloyd & Jonathan Payne. (2022). Digital skills in context: Working with robots in lower-skilled jobs. Economic and Industrial Democracy, 44, 1084–1104. https://doi.org/10.1177/0143831X221111416
Carlisle, S., Ivanov, S., & Dijkmans, C. (2023). The digital skills divide: Evidence from the European tourism industry. Journal of Tourism Futures, Query date: 2024-07-29 09:20:03. https://doi.org/10.1108/JTF-07-2020-0114
Crystal Ip, Rosanna Leung, & R. Law. (2011). Progress and development of information and communication technologies in hospitality. International Journal of Contemporary Hospitality Management, 23, 533–551. https://doi.org/10.1108/09596111111130029
E. V. Laar, A. V. Deursen, J. Dijk, & J. Haan. (2019). Determinants of 21st-century digital skills: A large-scale survey among working professionals. Comput. Hum. Behav., 100, 93–104. https://doi.org/10.1016/J.CHB.2019.06.017
Eberhard, B., , Mickael Podio , Azucena Pérez Alonso , Evita Radovica, Lidija Avotina, L. P., Maria Caamaño Sendon, A. G. L., & Solé-Pla, J. (2017). Smart work: The transformation of the labour market due to the fourth industrial revolution (I4.0). International Journal of Business and Economic Sciences Applied, 10(3), 47–66. http://dx.doi.org/10.25103/ijbesar.103.03 This
Huang, A., De la Mora Velasco, E., Marsh, J., & Workman, H. (2021). COVID-19 and the future of work in the hospitality industry. International Journal of Hospitality Management, 97(May), 102986. https://doi.org/10.1016/j.ijhm.2021.102986
Ivanov, S. (2020). The impact of automation on tourism and hospitality jobs. Information Technology & Tourism, 22(2), 205–215. https://doi.org/10.1007/s40558-020-00175-1
J. Prihanto & Florentina Kurniasari. (2019). Sustainable Digital Transformation in the Hospitality Industry: A Study of the Hotel Industry in Indonesia. Proceedings of the 2019 International Conference on Organizational Innovation (ICOI 2019). https://doi.org/10.2991/icoi-19.2019.38
Khoo, C., Yang, E., Tan, R., & ... (2024). Opportunities and challenges of digital competencies for women tourism entrepreneurs in Latin America: A gendered perspective. Journal of …, Query date: 2024-07-29 09:20:03. https://doi.org/10.1080/09669582.2023.2189622
Lazić, M., Bradić-Martinović, A., & Banović, J. (2023). Digital skills in tourism and hospitality as a precondition for the sector resilient growth: The case of Serbia. Menadzment u Hotelijerstvu i Turizmu, 11(1), 25–40. https://doi.org/10.5937/menhottur2301025L
Leung, X. Y., Chen, H., Chang, W., & Mhlanga, L. (2022). Is VR game training more effective for hospitality employees? A longitudinal experiment. Tourism Management Perspectives, 44, 101020. https://doi.org/10.1016/j.tmp.2022.101020
Line, N. D., Dogru, T., El-Manstrly, D., Buoye, A., Malthouse, E., & Kandampully, J. (2020). Control, use and ownership of big data: A reciprocal view of customer big data value in the hospitality and tourism industry. Tourism Management, 80, 104106. https://doi.org/10.1016/j.tourman.2020.104106
Liu, Y., Yan, Y., Xia, H., & Sun, K. (2023). Analysing the longitudinal course selection panel data (2014-2020) of K-12 teachers from Zhejiang province: A comprehensive study on in-service training needs. Professional Development in Education, 1–21. https://doi.org/10.1080/19415257.2023.2241874
M. Sheresheva, I. I. Savelyev, Nelli N. Nadzharyan, & A. Kudryavtsev. (2019). Digital Platforms in Hospitality Business. https://doi.org/10.1007/978-3-030-40749-0_10
M. Sousa & Á. Rocha. (2019). Skills for disruptive digital business. Journal of Business Research. https://doi.org/10.1016/J.JBUSRES.2017.12.051
Markaki, A., Malhotra, S., Billings, R., & Theus, L. (2021). Training needs assessment: Tool utilization and global impact. BMC Medical Education, 21(1), 310. https://doi.org/10.1186/s12909-021-02748-y
Mwansisya, T., Mbekenga, C., Isangula, K., Mwasha, L., Pallangyo, E., Edwards, G., Orwa, J., Mantel, M., Mugerwa, M., Subi, L., Mrema, S., Siso, D., Selestine, E., & Temmerman, M. (2021). Translation and validation of Training Needs Analysis Questionnaire among reproductive, maternal and newborn health workers in Tanzania. BMC Health Services Research, 21(1), 735. https://doi.org/10.1186/s12913-021-06686-9
Ozgur Ozdemir, T. Dogru, M. Kizildag, & Ezgi Erkmen. (2023). A critical reflection on digitalization for the hospitality and tourism industry: Value implications for stakeholders. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/ijchm-04-2022-0535
Promnil, N., Srepirote, K., & ... (2024). Exploratory factor analysis of hotel employee competencies in Thailand: The evidence after the COVID-19 pandemic. Cogent Business & …, Query date: 2024-07-29 09:20:03. https://doi.org/10.1080/23311975.2024.2364850
Putra, F., & Law, R. (2024). Critical success factors for virtual hotel operator partnership with small-and medium-sized hotels: Perspectives of owners and operators. Journal of Hospitality and Tourism Insights, Query date: 2024-07-29 09:20:03. https://doi.org/10.1108/JHTI-06-2022-0244
Ram Narayan, A. Gehlot, Rajesh Singh, S. Akram, Neeraj Priyadarshi, & Bhekisipho Twala. (2022). Hospitality Feedback System 4.0: Digitalization of Feedback System with Integration of Industry 4.0 Enabling Technologies. Sustainability. https://doi.org/10.3390/su141912158
Robert Grundke, Luca Marcolin, & Mariagrazia Squicciarini. (2018). Which skills for the digital era?: Returns to skills analysis. https://doi.org/10.1787/9A9479B5-EN
Santiago Melián-González & J. Bulchand-Gidumal. (2016). A model that connects information technology and hotel performance. Tourism Management, 53, 30–37. https://doi.org/10.1016/J.TOURMAN.2015.09.005
T. Lui & L. Goel. (2022). Learning effectiveness of 3D virtual reality in hospitality training: A situated cognitive perspective. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/jhtt-03-2021-0091
Van Laar, E., Van Deursen, A. J. A. M., Van Dijk, J. A. G. M., & De Haan, J. (2020). Determinants of 21st-Century Skills and 21st-Century Digital Skills for Workers: A Systematic Literature Review. SAGE Open, 10(1), 215824401990017. https://doi.org/10.1177/2158244019900176
World Tourism Organization. (2020). Digital Transformation | UN Tourism. Digital Transformation. https://www.unwto.org/digital-transformation
Yongmin Chen. (2020). Improving market performance in the digital economy. China Economic Review, 62, 101482–101482. https://doi.org/10.1016/j.chieco.2020.101482
Youssef, A. B., Dahmani, M., & Zeqiri, A. (2021). Do e-skills enhance use of e-services in the hospitality industry? A conditional mixed-process approach. International Journal of Data and Network Science, 5(4), 519–530. https://doi.org/10.5267/j.ijdns.2021.8.015
Zaragoza-Sáez, P., Marco-Lajara, B., & Ubeda-Garcia, M. (2022). Digital skills in tourism. A study from the Next Tourism Generation (NTG) Alliance. Measuring Business Excellence, 26(1), 106–121. https://doi.org/10.1108/MBE-11-2020-0151
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