Citas bibligráficas
Gelacio, K., (2024). Competencias laborales de los colaboradores de primera línea de los hoteles de cuatro estrellas de San Isidro en Lima, Perú. [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/676214
Gelacio, K., Competencias laborales de los colaboradores de primera línea de los hoteles de cuatro estrellas de San Isidro en Lima, Perú. [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/676214
@misc{renati/1299403,
title = "Competencias laborales de los colaboradores de primera línea de los hoteles de cuatro estrellas de San Isidro en Lima, Perú.",
author = "Gelacio Macedo, Katty Antonela",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
Work competencies are the set of knowledge, skills, attitudes and experiences associated with the performance of an employee and that become relevant because they lead to profitability and customer satisfaction. With the arrival of the pandemic, the accommodation sector implements changes in job profiles based on the restructuring of positions. The present research aims to identify the job competencies that front-line employees of 4-star hotels in San Isidro, Lima (Peru), must have to carry out their functions efficiently. To do so, a qualitative methodology was used through six in-depth interviews conducted with managers of the human resources areas of 4-star hotels in the district of San Isidro in Lima, Peru. The results indicate that the job profiles of professionals who cover front-line functions are expanded horizontally, becoming more complete and incorporating new tasks and responsibilities. New job skills are required, among which the most notable are, from the knowledge factor, a high level of English for any front-line position, since it allows for more agile service, but above all it makes it easier to intervene in the recovery of the degree of customer satisfaction. On the other hand, the management of hotel software is no longer a requirement, since other aspects are prioritized. Regarding the skills factor, facilitative leadership stands out and is transferred to all positions, as is autonomy. Regarding the attitudinal factor, charisma continues to be essential for the efficient development of functions, but adaptability to the work environment is added. Finally, in the experience factor, the results indicate that this is around six months, not being a requirement in higher category establishments.
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