由於經營環境的瞬息萬變，企業要在這樣的條件下維持競爭優勢則勢必要提升員工的素質，像是必須具備快速回應顧客需求的能力，以及維持基本的工作需求。為了要將組織的目標與個人的績效能夠連結，有為數不少的企業導入職能，讓知識、技能及態度等面向能夠整合成為有效率完成工作所需的要求。因此，不同的職位會因為人力資源管理的各項功能而整合出一套職能，幫助員工更進一步的認識工作所被期望展現出來的行為為何，以及需要具備的知識技能。
本研究旨在研究針對瓜地馬拉旅館業的第一線員工，他們的主管需要具備何種管理職能能夠有效的降低部屬離職意圖的發生。本研究採用質性研究的深入訪談法，研究結果顯示在員工作出離職決定前，會考量他們的主管是否具備以下四種管理職能: 溝通能力、領導能力、團隊合作以及問題解決的能力。

In a growing globalization, technological innovations and market changes, service industries must maintain their competitive advantage, in this case, improving employee’s quality, the need for responsiveness to such factors as unanticipated customer demands, staffing requirements, to name a few. A way of approaching this is to link individual performance to the goals of the business, to prepare the employees, many companies use competencies. This integrates knowledge, skills, judgment, and attributes that people need to perform a job effectively. Therefore, a set of competencies for each position of the organization can be used for recruitment, performance management, promotions, and training needs identification. Also, can help the employees to have a deep understanding of what kind of behaviors are valued by the organization, and how this are necessary to achieve their objectives. Furthermore, is critical to complement the skills with the necessary knowledge and attitudes.
The aim of this study is to point out which managerial competencies can reduce the turnover intention of the supervisor of frontline employees in Guatemala’s hotels. Based on a qualitative method, the data were collected by in-depth interviews and the result were 4 managerial competencies, that in somehow, employees will consider before they make the decision to leave the company: communication, leadership, teamwork and problem solving

Table of Contents
Chapter 1: Introduction 1
1.1 Background 1
1.2 Research Question 3
Chapter 2: Literature Review 5
2.1 Defining Competence 5
2.2 Types of Competencies 7
2.2.1 Managerial Competencies 8
2.3 Competency Model 10
2.3.1 Different competency model 12
2.3.2 The uses of Competency Model 13
2.4 Turnover model 14
2.4.1 Turnover intention in hotel industry 16
Chapter 3: Research Method 18
3.1 Reliability and validity for qualitative research 19
3.2 Participants 19
3.2.1 Background of the participants 20
3.3 Justification of these participants 23
3.4 Guatemala’s hotel industry context 23
3.4.1 Justification of this place for the study 24
3.5 Procedures 24
3.5.1 Research ethics 25
3.6 Analysis Approach 26
3.6.1 Thematic Analysis 26
3.6.2 Example of coding 27
28
3.6.3 Interpretivism 28
Chapter 4: Results and Discussion 29
4.1 Communication 31
4.1.1 Open doors communication 31
4.1.2 Daily meetings/Briefing 33
4.1.3 Knowing more about employees’ needs 34
4.1.4 Summary 34
4.2 Leadership 37
4.2.1 Empowerment 37
4.2.2 Empathy 39
4.2.3 Summary 40
4.3 Teamwork 42
4.3.1 Trust in others 42
4.3.2 Team building 43
4.3.3 Summary 44
4.4. Problem Solving 46
4.4.1 Be proactive toward problems 46
4.4.2 Finding solution to the problem 46
4.4.3 Creativity in solving problems 47
4.4.4 Summary 47
Chapter 5: Conclusion and Suggestion 49
5.1 Conclusion 49
5.2 Suggestion for hotel managers 51
5.3 Limitations and suggestion for future research 51
References 53
Appendix 60

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