An exploratory study of competencies required to co‐create memorable customer experiences in the hospitality industry

Abstract

Purpose

The purpose of this paper is to identify and map competencies required by frontline employees to enhance guest experience in the hospitality industry, in the context of an emerging experience economy.

Design/methodology/approach

Secondary research through extensive review of relevant literature in the area of experience economy and hospitality management.

Findings

This study proposes a new construct of “Hospitality Intelligence” (HI) encompassing mainly Emotional Intelligence (comprising Interpersonal Intelligence and Intrapersonal Intelligence), Cultural Intelligence and Hospitality Experiential Intelligence dimensions.

Practical implications

Practitioners and HR professionals in the field of hospitality would find the Hospitality Intelligence construct useful in recruiting and training frontline employees, while educationists could use the findings of this study in designing curricula and pedagogical interventions for developing the right skill set for the hospitality industry.

Originality/value

This study proposes a competencies framework and develops a construct of Hospitality Intelligence required by frontline employees in the hospitality industry to elevate guest experience from a simple interaction to a memorable experience.

Citation

Bharwani, S. and Jauhari, V. (2013), "An exploratory study of competencies required to co‐create memorable customer experiences in the hospitality industry", International Journal of Contemporary Hospitality Management, Vol. 25 No. 6, pp. 823-843. https://doi.org/10.1108/IJCHM-05-2012-0065