Analysis of Competency Structure and Employee Behavioral Characteristics in Hotel Frontline Positions

Abstract

Improving the competency level of frontline positions is an important way for hotels to improve service quality and operational efficiency. This study systematically analyzes the ability differences implied in employee behavioral data, focusing on the structural characteristics of jobcompetencies. The study selected multi-source operational data from over 6,500 employees of a chain hotel, covering attendance, scheduling, performance appraisal, customer complaints, and work order processing, totaling over 19 million records. A behavioral indicator system was constructed, and cluster analysis was used to identify the characteristic differences among different performance groups. The results show that high-performing employees significantly outperformed other groups in peak-hour response speed, complaint handling efficiency, and cross
job collaboration. Based on the analysis results, job competency profiles were created and used in recruitment and probationary period evaluations, resulting in a significant increase in the probationary period pass rate for new employees. The research indicates that using behavioral data to characterize competency structure helps optimize hotel human resource decisions.