Training Curriculum to Enhance Customer Service Skills for Alien Workers in Thailand 's Hotel and Resort Industry

Abstract

This research aimed to develop a training curriculum to enhance customer service skills for alien workers in hotel and resort businesses in Thailand using the Delphi Technique and curriculum experimentation. Data were analyzed statistically using the median, absolute value of the difference between the median and base values, Interquartile range, mean, standard deviation, and t-test (One sample group). The results showed that the training curriculum consisted of 6 components: principles, objectives, content structure, duration, methods and activities, and evaluation. The suitability of the training curriculum and documentation was ranked at the highest level (Mean = 4.83, S.D. = .095). The alien workers in the experimental group had a statistically significant difference in customer service skills during pre-and post-training overall at a .01 level. Additionally, they had the highest satisfaction with the training curriculum (Mean = 4.62, S.D. = 0.209).