Professional Character as A Foundation for Hospitality 4.0 Service Excellence

Dini Saraswati Handayani; Ace Suryadi; Dinn Wahyudin

doi:10.32659/tsj.v11i2.704

Authors

Dini Saraswati Handayani Universitas Pendidikan Indonesia, Indonesia
Ace Suryadi Universitas Pendidikan Indonesia, Indonesia
Dinn Wahyudin Universitas Pendidikan Indonesia, Indonesia

DOI:

https://doi.org/10.32659/tsj.v11i2.704

Keywords:

Hospitality 4.0, professional identity, future skills, service excellence, human centered service quality

Abstract

The growth of artificial intelligence, robotics, service automation, intelligent service ecosystem and digital transformation has led to Hospitality 4.0. While technology has boosted the efficiency and customization of services, numerous studies have pointed to the appearance of difficulties such as lessened interpersonal interaction, de-personalization of services and a reduced human element in the customer experience. However, studies on Hospitality 4.0, future competencies and professional character integration are still restricted. This study intends to critically evaluate the relationship between Hospitality 4.0, Human Centered Future Skills and Professional Character and establish a conceptual framework explaining the interaction between the three. The research adopted the methodology of the conceptual article with the backing of a narrative literature review of relevant international scientific articles published from 2019 to 2026. The analysis was undertaken by means of literature mapping, thematic synthesis and concept integration from three key domains. The results of the study show that the primary elements of Human Centered Future Skills include communication, cooperation, adaptability, digital literacy, emotional intelligence, critical thinking, lifelong learning and human technology collaboration. Findings also suggest the competencies are based on the Professional Character that encompasses empathy, honesty, responsibility, respect, accountability and service orientation. Based on the synthesis, the study builds the Human Centered Future Skills Framework (HCFS Framework) with professional character as the principal cornerstone to accomplish ethical, humanistic and human centered Hospitality 4.0 service excellence.

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