The rapid transformation of the hospitality industry under the influence of digital technologies has created a critical need for structured mechanisms to evaluate employee competency in service delivery processes. This study proposes an intelligent, data-driven model for assessing digital competency in hotel turndown service operations, integrating competency-based education principles with hospitality performance analytics. The research is grounded in the increasing importance of digital literacy and performance evaluation systems within vocational and service-oriented sectors, where precision, consistency, and customer satisfaction are central performance indicators (Pettersson, 2018; Røkenes & Krumsvik, 2014).
The proposed model synthesizes competency-based assessment frameworks, digital performance tracking systems, and hospitality service quality indicators to create an integrated evaluation architecture. Drawing on established research in competency-based education (Curry & Docherty, 2017) and performance assessment systems (Sadler, 2005), the study conceptualizes a structured mechanism for evaluating turndown service staff using data-driven metrics and rubric-based evaluation tools. The model also aligns with digital transformation practices in vocational education and training (Wardina et al., 2019), emphasizing the integration of real-time feedback systems and structured assessment protocols.
Methodologically, the study employs a conceptual design approach supported by systematic synthesis of literature from hospitality management, vocational education, and digital assessment systems. The findings indicate that intelligent competency models significantly enhance accuracy in performance evaluation, improve consistency in service delivery, and support continuous professional development. The study concludes that data-driven assessment systems can bridge the gap between traditional hospitality training and modern digital competency requirements, offering scalable solutions for industry adoption.

Digital competency, hospitality industry, turndown service, competency-based assessment

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