Is Your Hospitality Leadership Competency Model (HLCM) Still Relevant? A Case Study and Recommendations

The rapidly changing hospitality environment in conjunction with research trends in the area of service quality is forcing HTM programs to reevaluate their Hospitality Leadership Competency Models (HLCM). It is possible that these significant changes require different or refreshed competencies for an industry seeking to provide memorable guest experiences rather than simple customer satisfaction. An HLCM created at San Diego State University is used as a case study for providing direction for researchers seeking to update their models. Recommendations are provided in the context of memorable guest experiences as the economic offering.