Personal competencies of the ideal front-line employee: tourism, public and other services

Three key competencies for an ideal front-line employee are identified: honesty, responsibility, and communicability (listed in descending order of importance). It was studied the point of view of service consumers. The study was performed in Poland. The main research methods were questionnaires and statistical processing of questionnaires. The resulting list of key personal competencies of an ideal employee serving customers is useful for companies when implementing personnel policies for planning, selecting and training front-line employees. The obtained scientific data are also useful for Polish vocational education institutions to improve the quality of training of specialists in demand in the labor market.