EXPECTATIONS AND SATISFACTION OF FOUR AND FIVE-STAR HOTEL STAKEHOLDERS WITH DESIRED TRAITS OF HOSPITALITY GRADUATES FROM THE DEPARTMENT OF SERVICE INDUSTRY AND LANGUAGE INNOVATION AT KASETSART UNIVERSITY, KAMPANGSEAN CAMPUS FOCUSING ON HOUSEKEEPING SERVICES

Abstract

The purpose of the research was to investigate and the expectations and satisfaction of four and five-star hotel stakeholders with what was believe to be with Desired Traits of Hospitality Graduates from the Department of Service Industry and Language Innovation at Kasetsart University, Kampangsean Campus. The traits were those in housekeeping services. The research participants were selected 170 of 200 managers responsible for housekeeping services in 4-5 star hotels. The data was collected using questionnaires. The questions was design to reflect the managers’ expectations and satisfaction with the desired traits. In order to analyze the data, descriptive statistics including percentage, mean and standard deviation.

The results of this study are indicate as follows: (1) the results of the study of expectation levels among staff in the hospitality industry revealed that, in general terms, factors such as personality, theoretical knowledge, job and functional area knowledge, language skills, attitudes toward working in the hospitality industry, and morality and ethics were at a very satisfactory level. (2) The result of The study of satisfaction levels among staff in the hospitality industry also indicated that, in overall terms, personality, theoretical knowledge, job and functional area knowledge, language skills, attitudes toward working in the hospitality industry, and morality and ethics were at a very satisfactory level.
(3) Recommendations and guidelines for developing the desired traits are to reinforce skills for personality, expand theoretical knowledge and practical experiences, and strengthen ethics including language skill, working part time or internship in their area of study to gain direct experiences.