INNOVATION MODEL OF HUMAN RESOURCES TRAINING AND DEVELOPMENT FOR THE HOTEL INDUSTRY FROM THE ASEAN STANDARD FRAMEWORK: A CASE IN NAKHON RATCHASIMA PROVINCE, THAILAND

From the current global changes and the rapid development of innovation and technology, personnel development according to the previous approach may be insufficient for work. It is necessary to increase the skills of the workforce and improve work efficiency for higher quality. This research aims to study the training and development of human resources in the hotel industry in Nakhon Ratchasima Province at present, to study innovations in training and human resource development in the hotel industry and the ASEAN hotel industry standard framework, and to propose the innovation model for training and development of human resources in the hotel industry from the ASEAN standard framework. The findings suggest implementing the innovation model of resources training and development in the hotel industry by integrating modern technology and training techniques into use in developing staff in various forms that are in accordance with the ASEAN standard framework and hotel service standards to increase the hotel service quality and staff performance. The quantitative approach was employed by using structural equation modeling for path analysis. The data was collected by using questionnaires from 400 samplings from hotel staff in Nakhon Ratchasima Province. The model is consistent with empirical material in statistical significance. It can confirm that seven significant factors directly affect service performance which are job rotation, blended learning, practice training, classroom training, study tour for learning, learning through playing games, and teaching respectively and the new model was proposed for innovative development and training for the hotel staff. This research proposes an innovation process for hotels to implement the use of technology and techniques for human resources training and development. It can increase staff service performance, lead to positive guest experience and satisfaction, and lead to hotel revenue. However, the potential, the different hotel contexts and characteristics, and its organizational culture should be considered for the implementation.