Identification of Industry Needs with Hospitality Management Curriculum Development: A Delphi Study

Abstract

The purpose of this research was to identify a well-defined, comprehensive portrait of knowledge, skills, and abilities (KSAs) expected of students graduating from baccalaureate institutions conferring four-year degrees in hospitality management and further, to utilize those KSAs as foundations for curriculum development. This study provided a confidential on-line forum to identify current knowledge, skills and abilities (KSA's) that graduates from four year post-secondary institutions currently need to possess for success in the hospitality industry. This study's theoretical foundation is based on adult education philosophy (Caffarella, 1994; Dewey, 1916; Gordon, 1999; and Merriam and Brockett (1997) as well as human resource development theory (DeSimone and Harris (1998). The Delphi methodology in this study allowed expert panelists a confidential forum to identify and reach consensus regarding KSAs needed for graduates entering into management positions in the hospitality industry. Further, the use of the Delphi method allowed panelists to offer comments regarding gaps in KSAs between what post-secondary graduates need, but do not currently have, to be successful in the hospitality industry. This findings of this study suggest that the top five KSAs students graduating from baccalaureate programs in hospitality management need for success in the industry are: (1) good communication skills (oral); (2) delivering exceptional and consistent customer service; (3) commitment to high performance; (4) people skills; and (5) ability to multi-task. In addition, findings of this study demonstrate that graduates don't have enough "real" industry experience to be successful in the field. Finally, this study suggests specific class and program goals which identify industry needs with post-secondary educational outcomes for institutions offering baccalaureate degrees in hospitality management. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone [phone]. Web page: http://www.proquest.com/en-US/products/dissertations/individuals.shtml.]