STUDENTS’ COMMUNICATION SKILLS AND EMOTIONAL INTELLIGENCE TO DEVELOP THE IMPLEMENTATION OF HOTEL SUPERVISION MANAGEMENT: MEDIATION ROLE OF DIGITAL LITERACY

Authors

  • Antonius Iskandar Yahya Akademi Pariwisata NHI Bandung, Indonesia

Keywords:

Communication Skills, Digital Literacy, Emotional Intelligence, Hotel Supervision Management, Tourism And Hospitality

Abstract

Effective implementation of hotel supervision management is crucial for students in tourism and hospitality management programs to meet the operational demands of modern hotels. This study aims to explore the effects of Communication Skills and Emotional Intelligence on the Implementation of Hotel Supervision Management, with a focus on the mediating role of Digital Literacy. A quantitative approach was used, employing a survey questionnaire administered to 150 students who had completed apprenticeships or practical training in hotel management. Data were analyzed using descriptive statistics and structural equation modeling (SEM) with Partial Least Squares (PLS). The findings reveal that both Communication Skills and Emotional Intelligence significantly influence hotel supervision management implementation, with Digital Literacy serving as a key mediator. The study introduces novel insights into the integration of digital competencies in supervisory roles, providing practical implications for enhancing training programs in hospitality education

References

Adeyinka-Ojo, S., Lee, S., Abdullah, S. K., & Teo, J. (2020). Hospitality and tourism education in an emerging digital economy. Worldwide Hospitality and Tourism Themes, 12(2), 113–125. https://doi.org/10.1108/WHATT-12-2019-0075

Al-Ababneh, M. (2021). The implementation of Total Quality Management (TQM) in the hotel industry (SSRN Scholarly Paper 3775392). https://papers.ssrn.com/abstract=3775392

Alexakis, G., & Jiang, L. (2019). Industry Competencies and the Optimal Hospitality Management Curriculum: An Empirical Study. Journal of Hospitality & Tourism Education, 31(4), 210–220. https://doi.org/10.1080/10963758.2019.1575748

Al-Sabi, S. M., Al-Ababneh, M. M., Masadeh, M. A., & Elshaer, I. A. (2023). Enhancing Innovation Performance in the Hotel Industry: The Role of Employee Empowerment and Quality Management Practices. Administrative Sciences, 13(3), Article 3. https://doi.org/10.3390/admsci13030066

Bharwani, S., & Talib, P. (2017). Competencies of hotel general managers: A conceptual framework. International Journal of Contemporary Hospitality Management, 29(1), 393–418. https://doi.org/10.1108/IJCHM-09-2015-0448

Boyatzis, R. E. (2018). The Behavioral Level of Emotional Intelligence and Its Measurement. Frontiers in Psychology, 9. https://doi.org/10.3389/fpsyg.2018.01438

Bucich, M., & Maccann, C. (2019). Emotional intelligence research in Australia: Past contributions and future directions. Australian Journal of Psychology, 71(1), 59–67. https://doi.org/10.1111/ajpy.12231

Busulwa, R., Pickering, M., & Mao, I. (2022). Digital transformation and hospitality management competencies: Toward an integrative framework. International Journal of Hospitality Management, 102, 103132. https://doi.org/10.1016/j.ijhm.2021.103132

Caldevilla-Domínguez, D., Martínez-Sala, A.-M., & Barrientos-Báez, A. (2021). Tourism and ICT. Bibliometric Study on Digital Literacy in Higher Education. Education Sciences, 11(4), Article 4. https://doi.org/10.3390/educsci11040172

Chuang, S. (2021). The Applications of Constructivist Learning Theory and Social Learning Theory on Adult Continuous Development. Performance Improvement, 60(3), 6–14. https://doi.org/10.1002/pfi.21963

Das, P. (2023). Technology and Guest experience: Innovations reshaping hotel management. International Journal for Multidimensional Research Perspectives, 1(3), 76–95.

Ervina, E., Taufiq, R., & Masatip, A. (2021). Guest Satisfaction on Star Hotel Preparedness In New Normal Era of Covid-19. APMBA (Asia Pacific Management and Business Application), 10(1), Article 1. https://doi.org/10.21776/ub.apmba.2021.010.01.2

Espellita, S., & Maravilla Jr, V. S. (2019). Employable Skills for Hospitality Graduates as Perceived Among Hotel Supervisors in Cebu City (SSRN Scholarly Paper 3413659). https://doi.org/10.2139/ssrn.3413659

Ferreras-Garcia, R., Sales-Zaguirre, J., & Serradell-López, E. (2019). Competences in higher education tourism internships. Education + Training, 62(1), 64–80. https://doi.org/10.1108/ET-04-2019-0074

Giousmpasoglou, C., & Marinakou, E. (2021). Hotel internships and student satisfaction as key determinant to career intention. Journal of Tourism Research, 25, 42–67.

Guffey, M. E., & Loewy, D. (2019). Essentials of business communication. Cengage Learning. https://thuvienso.hoasen.edu.vn/handle/123456789/12003

Hussien, F. M., & La Lopa, M. (2018). The determinants of student satisfaction with internship programs in the hospitality industry: A case study in the USA. Journal of Human Resources in Hospitality & Tourism, 17(4), 502–527. https://doi.org/10.1080/15332845.2018.1486600

Indaryanto, A., Purwono, R., Lestari, Y. D., Sinaga, E., & Harijadi, B. D. (2023). Digital Literacy Improves The Tourism Workers Competency In Bali. Journal of Namibian Studies : History Politics Culture, 35, 293–305. https://doi.org/10.59670/jns.v35i.3006

Lawson, C., Gill, R., Feekery, A., Witsel, M., Lewis, M., & Cenere, P. (2019). Communication skills for business professionals. Cambridge University Press. https://books.google.com/books?hl=en&lr=&id=fIOWDwAAQBAJ&oi=fnd&pg=PR12&dq=communication+skills+in+business&ots=obcxLJtM3H&sig=iYvuhUobri0NhMPqT1vuCbFskvw

Le, L. H., & Hancer, M. (2021). Using social learning theory in examining YouTube viewers’ desire to imitate travel vloggers. Journal of Hospitality and Tourism Technology, 12(3), 512–532. https://doi.org/10.1108/JHTT-08-2020-0200

Lievens, F., & Chan, D. (2017). Practical Intelligence, Emotional Intelligence, and Social Intelligence. In Handbook of Employee Selection (2nd ed.). Routledge.

Marneros, S., Papageorgiou, G., & Efstathiades, A. (2021). Examining the core competencies for success in the hotel industry: The case of Cyprus. Journal of Hospitality, Leisure, Sport & Tourism Education, 28, 100303. https://doi.org/10.1016/j.jhlste.2021.100303

Mekinc, J., Gorenak, M., Ladkin, A., & Turnšek, M. (2023). Educational and training imperatives for future tourism competencies: The case of Slovenia. Human Systems Management, 42(5), 499–514. https://doi.org/10.3233/HSM-220056

Morris, T. H. (2020). Experiential learning – a systematic review and revision of Kolb’s model. Interactive Learning Environments, 28(8), 1064–1077. https://doi.org/10.1080/10494820.2019.1570279

Özdemir, A. İ., Çolak, A., & Shmilli, J. (2019). Business process management in hotels: With a focus on delivering quality guest service. Quality & Quantity, 53(5), 2305–2322. https://doi.org/10.1007/s11135-018-0727-4

Papademetriou, C., Anastasiadou, S., & Papalexandris, S. (2023). The Effect of Sustainable Human Resource Management Practices on Customer Satisfaction, Service Quality, and Institutional Performance in Hotel Businesses. Sustainability, 15(10), Article 10. https://doi.org/10.3390/su15108251

Poce, A. (2019). Information and data literacy skills development in Creative Industries Adult Education: The Digiculture project. Pedagogia Oggi, 17(2), 184–201. https://dx.doi.org/10.7346/PO-022019-12

Pusiran, A. K., Janin, Y., Ismail, S., & Dalinting, L. J. (2020). Hospitality internship program insights. Worldwide Hospitality and Tourism Themes, 12(2), 155–164. https://doi.org/10.1108/WHATT-12-2019-0079

Raeissi, P., Zandian, H., Mirzarahimy, T., Delavari, S., Moghadam, T. Z., & Rahimi, G. (2023). Relationship between communication skills and emotional intelligence among nurses. Nursing Management, 30(4). https://doi.org/10.7748/nm.2019.e1820

Roberson, J. (2021). Developing an orientation programme for postgraduate students conducting research in the department of hospitality management [Thesis]. http://www.theseus.fi/handle/10024/371023

Shrestha, B. (2018). Information Literacy at the Workplace: Digital literacy skills required by employees at the workplace [Avhandling pro gradu]. Åbo Akademi. https://www.doria.fi/handle/10024/152926

Sitorus, F. R., & Silalahi, W. P. (2023). Learnt and Perceived Professional Role: A Focus Group Discussion of Tourism Students’ Internship in a Hotel in Indonesia. Cetta: Jurnal Ilmu Pendidikan, 6(1), 159–170.

Stojanovic, R. (2018). A qualitative exploratory study: Use of emotional intelligence by hotel managers for a more successful leadership. Colorado Technical University. https://search.proquest.com/openview/ee9b6292a7c33bac517d47f23bdcf19e/1?pq-origsite=gscholar&cbl=18750

Sutarni, N., Ramdhany, M. A., Hufad, A., & Kurniawan, E. (2021). Self-regulated learning and digital learning environment: Its’ effect on academic achievement during the pandemic. Cakrawala Pendidikan, 40(2), 374–388. https://doi.org/doi:10.21831/cp.v40i2.40718

Tseng, C.-H., & Wei, L.-F. (2020). The efficiency of mobile media richness across different stages of online consumer behavior. International Journal of Information Management, 50, 353–364. https://doi.org/10.1016/j.ijinfomgt.2019.08.010

van der Vleuten, C., van den Eertwegh, V., & Giroldi, E. (2019). Assessment of communication skills. Patient Education and Counseling, 102(11), 2110–2113. https://doi.org/10.1016/j.pec.2019.07.007

Vasilagkos, T., Polychroniou, P., & Maroudas, L. (2021). Emotional Intelligence and Mentoring Received in Hotel Organizations. In D. P. Sakas, D. K. Nasiopoulos, & Y. Taratuhina (Eds.), Business Intelligence and Modelling (pp. 519–524). Springer International Publishing. https://doi.org/10.1007/978-3-030-57065-1_54

Yulia, P., & Irina, N. (2023). Digital skills research for tourism and hospitality staff. International Journal of Media and Information Literacy, 8(1), 178–190. https://doi.org/10.13187/ijmil.2023.1.178

Ziyae, B., Sadeghi, H., & Golmohammadi, M. (2021). Service innovation in the hotel industry: The dynamic capabilities view. Journal of Enterprising Communities: People and Places in the Global Economy, 16(4), 582–602. https://doi.org/10.1108/JEC-12-2020-0205

Downloads

Published

2024-05-30

Issue

Section

Articles