Training needs assessment in a hotel using 360 degree feedback to develop competency-based training programs

Training in small and medium-size hotels is frequently unsystematic and fails to achieve the desired results, and analyzing training needs is the first step in devising an effective training program. This study devises a competency-based training framework incorporating Training Needs Assessment (TNA). A case study and importance–performance analysis are adopted to identify competency gaps. Based on the managerial competency framework, the importance of competency is determined using the Fuzzy Delphi, and the performance is estimated via 360 degree feedback. The effectiveness of TNA is confirmed, and the TNA framework can be applied to other hotels to optimize training programs.