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ERIC Number: EJ1339408
Record Type: Journal
Publication Date: 2022
Pages: 9
Abstractor: As Provided
ISBN: N/A
ISSN: ISSN-1927-2677
EISSN: N/A
Identifying Competencies for Leisure and Hospitality Curriculum in a Rural Region
Dixon, Raymond A.; Jovanovska, Emilija
Journal of Curriculum and Teaching, v11 n2 p90-98 2022
This case study describes how competencies that are common across entities that operate in the leisure and hospitality industry in North Central Idaho were identified. The leisure and hospitality industry is crucial to the economy of many rural regions with scenic surroundings. Tourists' satisfaction, however, depends on their experiences with frontline staff in the industry and service encounters are among the significant factors for customer satisfaction. Developing curriculum that leads to the proper training of frontline customer service representatives is important. A groupware process using workers in the leisure and hospitality sector was used to identify duties, tasks, general knowledge, skills, and attitudes for a guest relations agent. Issues and future trends were also identified. Results show half of the duties referenced essential interaction with customers, such as communicating to support customers and team, providing customer service, providing product/service/organization information, and providing customer assistance for local and regional activities. Trends and issues also point to the need to be prepared for factors such as outbreak of disease that may affect the operations in the sector.
Sciedu Press. 1120 Finch Avenue West Suite 701-309, Toronto, ON., M3J 3H7, Canada. Tel: 416-479-0028; Fax: 416-642-8548; e-mail: jct@sciedupress.com; Web site: http://www.sciedupress.com/journal/index.php/jct
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Idaho
Grant or Contract Numbers: N/A