Recalibrating Frontline Service Capabilities for Five-Star Hospitality in a Post-Pandemic Era

This study examines evolving frontline service employee (FLE) competencies needed in five-star hotels during the post-pandemic period via a systematic review of over 300 peer-reviewed articles over 2010-2022.Findings reveal research foci transitioning from emotional skills to guest health safety, work stress to psychological wellbeing, service quality to digital enablement and internal social capital to external employability support across FLE capability dimensions of individual effectiveness, workplace practices, HR strategies and customer experience.By spotlighting crucial yet under addressed FLE capability shifts in a COVID-transformed landscape, implications offered for hotels to reinvent policies, processes and support infrastructure centered on service employee resilience and adaptive performance.