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Training and development activities in organization are greatly influencing productivity of workers that directly affect quality of products and services along with consumer satisfaction. Customer service is one of the most important part of hotel industry that creates positive and negative impact on goodwill of organization and perception of consumers. The service quality of hotel organization depends on skills and ability of employees that belong from different department within a business entity (Saunders, Lyon and Möllering, 2012). This research project determines relationship between training and development operations and efficiency of workers.
In this aspect, this research project evaluates several aspects of business operations like skills advancement practices in hotel industry and their impact on service quality and efficiency of business. In order to gain different kinds of information, it presents detail study of several factors related to hotel industry. First of all it determines aims and objectives of whole research. After that, this report explains background and research methodology. In order to gain accurate information and other data, it carries out literature review with the help of various kinds of data according to research topic.
Aim: To investigate impact of training and development on customer services in Lawton Court Hotel of UK.
Objective: The major objectives of this research are explained below-
Does training and development has impact on customer service?
In the contemporary times, every organization makes efforts to enhance goodwill of firm by improving service quality. For this, management in hotel industry adopts several approaches. In this process, training and skills advancement activities influence efficiency and productivity of staff that enhances service quality (Nadiri, 2005). With the help of this study, this report will present impact of different kinds of training and development approaches on customer services. This research assists management in hotel organization to establish relationship between productivity and skills of workers with process of working and satisfaction of consumers. This research will also provide answer of the question about effects of several methods adopted by manager in order to enhance knowledge of workers.
This research determines several issues faced by management of Lawton Court Hotel in customer services due to improper skills and knowledge of workers. Company faces issues related to quality of food products, poor housekeeping services and reduction in satisfaction level of consumers. These elements show importance of skills development activities.
On the basis of existing literature, business entity can offer best services with highly qualified and skilled staff. By providing continuous training of new procedures and current market trends, company can improve quality of services hotel. It will enhance satisfaction level of consumers.
This research will be become valuable for business entity because managers can easily adopt different kinds of training procedures that will improve service. It also helps in assessment of impact of various training and skills development activities on output of workers. It will create useful information about several tactics of skills advancement.
The present study is managed by using quantitative research technique. In this, data and different kinds of information would be collected by using questionnaire. In order to meet research objective of the study in the effective manner, exploratory research design is implemented. On the basis of exploratory research design, a researcher can explore more insight knowledge and information about the topic that would be explored (Saunders, Lyon and Möllering, 2012). Data collection will be done by both primary and secondary methods.
Secondary data would be collected through books, online journals and etc. For the study, a sample size of 20 respondents is considered for the data collection. In the particular research sampling, data would be collected from employees of Hotel Industry. Random sampling will be selected to collect data. For evaluation of different kinds of primary data, this report will use many types of diagram and interpretation approaches in order to gain reliable results.
To collect different types of data according to topic of research, it gathers data from primary sources with the help of questionnaire (Paauwe, 2009). Researcher also considers a range of secondary sources such as books, online journals and reports of other researchers etc. related to topic research. Research articles related to training and development as well as Hr practices are referred for the same.
A literature review is a critical and detail study of previous research works and views of different authors on particular topic. The researcher considers several kinds of secondary sources which is combination of substantive findings, theoretical and methodological information. In process of literature review, this report determines several elements, theories etc. related to topic being Impact of Training and Development on Customer Services in Hotel industry.
Training and development activities are greatly influencing productivity and outcomes of workers. It directly affects quality of services along with consumer satisfaction. Customer service is one of the most important part of hotel industry that creates positive and negative impact of goodwill of organization and perception of consumers (Importance of Training in Hotel industry, 2013). The service quality of hotel organization depends on skills and ability of employees that belong from different department within a business entity.
According to Reynolds, chief function of businesses related to hospitality industry is to serve people by providing different kinds of services such as food, lodging or a combination of other services (Reynolds, 2015). The employee training and development in hospitality is playing important role in order to achieve aims of business entity in the form of customer satisfaction. The service quality is greatly influenced by operation of different kinds of workers in hotel organization. Without proper training, employee and guest encounter several problems that create negative impact on goodwill of firm. On the basis of view given by Solomon and Michael, the regular attention to training and development practices affect business operations in positive way and aids in maintaining the ability of business to remain competitive (Solomon and Michael, 2004). In order to beat competitors in tough competition, management should have to ensure about employees' expertise in performing the day-to-day operations in the form of maintaining exceptionally high levels of housekeeping facilities along with making sure about efficiency of front desk employee with computers and other technological tools which are required in their jobs (Bruce, 2010). On the basis of a range of training and skills advancement, hotel organization can manage productivity of workers.
According to research of Mowday, Porter and Steers on importance of training in hotel industry determines that training activities assist management in order to increase the knowledge and skills of an employee according to requirement of job position (Mowday, Porter and Steers, 2013). It enhances both quality and quantity of output of workers such as chefs, housekeeping staff and etc. With the view of Khraim, A well trained employee needs less supervision in its job because he knows what to do and how to do that influences his self-confidence (Khraim, 2011). Trained employee has certain set of skills and knowledge that assists him in efficient use of resources by reducing wastage of resources. This thing improves overall efficiency of employee along with firm. According to Inceoglu, a well trained worker also develops some unique procedures and process of working in order to manage different kinds of operations in his job (Inceoglu, 2002). This attitude creates positive impact on process of rendering various types of services within hotel organization. So, company can provide best services to guests that will aid in developing unique images and improve overall service quality of business entity.
The author Mentor determines that human resource manager can increase workers ability and efficiency in management of several job operations according to needs of team member and groups goals (Mentor, 2013). So, employees can easily enhance coordination with other teams and team members. The employee's ability related to group working affects outcomes of group along with efficiency of services. According to Khraim, personal communication and analytic skills are playing most important role in team performance and coordination among several team activities (Khraim, 2011). By providing information and knowledge of current business practices, business entity can create different kinds of innovative and new services from teams in the form of variety of food, process of delivering and other special services that create positive impact on quality of services and satisfaction level of visitors (Bryman, 2004).
In order to match skills and ability of staff members with present industrial norms, managers adopt different kinds of training methods in order to enhance skills and professional qualification. According to Guest, training objectives are playing significant role in selection of training and education methods of employees in hotel industry (Guest, 2011). Training is a situational process as mangers cannot achieve different objectives with single technique. In hospitality sector, Training tacit could be considered as cognitive and behavioral approaches. The authors Adcroft and Willis determine that Cognitive methods provide verbal or written information, explain relationships among different concepts and other things related top skills advancement procedures. It can be called as off the-job training approach (Adcroft and Willis, 2008). On the other hand, behavioral methods helps managers in order to provide different kinds of situation with practical simulation. It stimulates learning through behavior and practical experience which are best for skill development and attitude change. It is called as on-the-job training methods.
According to Duff, Off-the-job training is used to meet the learning needs of several employees and a group rather than a particular individual’s needs (Duff, 2007). In this process, several kinds of activities are organized such as Lectures, computer-based training, games and simulations which are the most common elements of off-the-job training. In this process, hotel organization takes help from different external individuals, educational institutions etc. This training process is very useful for new candidates.
According to Armstrong and Taylor, the main purpose of on-the-job training session is to provide different types of data and expertise to employee with reference to task-specific knowledge and skills in work area. The knowledge and skills considered in on-the-job are greatly influenced by job requirements (Armstrong and Taylor, 2014). In this process, manager in hospitably industry uses several tactics in terms of Job instruction technique, job rotation and coaching. The research of Duke determines that Job Instruction Training is a structured approach that consists of a series of steps in sequential pattern for learner (Duke, 2005). This process improves efficiency of workers on the basis of services provided by hotel firm to consumers. In this process, the given structure follows four steps, preparation, present, try out and follow up. Job Rotation is another important section of on the job training. According to Budhwar and Debrah, it is a systematic movement of employees from one job position to other or project to project within an organization (Budhwar and Debrah, 2013). With the help of this process, manager can achieve different objective in the form of preventing job boredom or burnout, rewarding employees and providing career development opportunities. All these factors create huge impact on efficiency of staff.
To measure efficiency of training methods, The Kirkpatrick’s Four Level Approach is very useful in hotel industry. In this process, management evaluates four elements such as reaction - a measure of satisfaction level, learning - a measure of learning, behavior - a indicator of change in behavior and results that evaluates outcomes (Allio, 2013). So, organization can analyze effectiveness of training process.
On the basis of above research, some gaps have been identified in my knowledge of subject in the form of training process and learner ability. In order to bridge the gaps, I will conduct detailed study of several models and theories like Kirkpatrick’s Four Level Approach, off-the-job, on-the-job training etc. in literature review. The positive impact of training on business efficiency has been seen as a fruitful direction in my literature review.
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