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ACKNOWLEDGEMENT
I would like to thank the faculty of DON BOSCO COLLEAGE, SULTHAN
BATHERY for giving me this opportunity to explore into an area of my interest
and their full cooperation during the different stages of my project.
I would like to thank Prof. George Abraham, Faculty DIVYA DAS, for guiding
me and enriching my project through her valuable outputs from her reservoirs
experience. She was extremely helpful in ensuring that my project was
progressed on the right track.
I would like to acknowledge my wholehearted thanks to
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INTRODUCTION
Hospitality sector is growing at a very fast rate in India. The sector is growing at
a rate of approximately 8%. This sector can be classified into hotel industry,
travel and tourism, restaurants, pubs, clubs and bars, contract catering, and
aviation. Other than that, opportunities also exist in universities, sporting
venues, exhibition centers and smaller events management companies. The
major challenge of this sector is shortage of skilled employees along with thechallenge of attrition rate. Skilled chefs and managers are in great demand.
Managers require huge range of competencies such as, people management,
viable skills, business insights, analytic skills, succession planning, and resource
development in order to get success in this sector. In addition to that, employees
are not enough trained on Business Etiquettes, Courtesy, and Business
Communication. Hospitality is all about handling people. So an employee must
have right attitude, tolerance, and listening skills in order to move up the
hierarchy. There is still a long way to go to inculcate good public relation,
interpersonal skills. A punishing environment, it demands exceptional
performance from employees, while promising great rewards, career
opportunities and job enrichment. The skill sets required by an employee have
evolved over the years, transforming their linear roles to multi-functional
operations.
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Staff training is chosen to be the topic of this thesis,
because understanding Human Resource Management extensively in business
brings unimaginable benefits and due to the authors personal interests in this
subject after finishing her practical training. Moreover, this is also a great
opportunity to get to know Human Resource Management in a deeper
perspective, although Staff Training is just a small part of Human ResourceManagement, it is really interesting to take a close look at it. In this chapter, the
background of the thesis and the aim of this thesis study will be introduced, and
then the motivation will be explained, what leads the author to this study.
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INDUSTRY PROFILE
The word hotel is derived from the French hotel (coming from hate meaning
host), which referred to a French version of a townhouse or any other building
seeing frequent visitors, rather than a place offering accommodation. A hotel is
an establishment that provides paid lodging on a short-term basis .The provision
of basic accommodation, in times past, consisting only of a room with a bed, a
cupboard, a small table and a washstand has largely been replaced by rooms
with modern facilities, including en-suite bathrooms and air conditioning or
climate control. Additional common features found in hotel rooms are a
telephone, an alarm clock, a television, and Internet connectivity; snack foods
and drinks may be supplied in a mini-bar, and facilities for making hot drinks.Larger hotels may provide a number of additional guest facilities such as a
restaurant, a swimming pool or childcare, and have conference and social
function services. Some hotels offer meals as part of a room and board
arrangement.
Hotel Industry in India has witnessed tremendous boom in recent years. HotelIndustry is inextricably linked to the tourism industry and the Growth in the
Indian tourism industry has fuelled the growth of Indian Hotel industry. The
thriving economy and increased business Opportunities in India have acted as a
boon for Indian hotel industry.
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The Arrival of low cost airlines and the associated price wars have given
domestic tourists a host of options.
The 'Incredible India' destination campaign and the recently launched 'Atithi
Devo Bhavah' (ADB) campaign have also helped in the growth of domestic and
international tourism and consequently the hotel industry.
According to a report, Hotel Industry in India currently has supply of110,000
rooms and there is a shortage of 150,000 rooms fuelling hotel room rates across
India. According to estimates demand is going to exceed supply by at least
100% over the next 2 years.
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ORGISATIONAL PROFILE: Hotel Mintflower
Hotel Mint Flower is the three star facility Hotel at SulthanBathery in Wayanad
Dist Kerala. There are 37 guest rooms at Hotel Mint Flower that have been
categorized as Kabani Suite, Tippu Sultan Suite, Mint Flower Special Suite
(Air-Conditioned), Min Flower Special Suite (Non Air-Conditioned) and Non
Air-Conditioned Executive rooms. All guest rooms are tastefully furnished with
cosy beds, beautiful furniture and modern facilities. In-room amenities includecable television, telephone, fruit basket/cookies platter, internet access,
balcony/sit-out area, and an attached washroom with hot and cold running water
facility. Room service is also available at Hotel Mint Flower.
Hotel Mint Flower has an indoor A/c and non A/c restaurant serving a
wide variety of scrumptious dishes to guests. In addition to South Indian
delicacies, the restaurant serves delectable North Indian and Continental
cuisines. The coffee shop at Hotel Mint Flower offers aromatic coffee flavors
with yummy snacks. For conferences, business meetings and other related
events, Hotel Mint Flower has a well-equipped conference hall.
The hotel mint flower is to ready with more than seventy well skilled
employees and friendly management.
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EXECUTIVE SUMMARY
Training managers are always hard-pressed to prove the effectiveness of the
training programs they conduct. Organizations are under pressure to justify
various expenses. The training budget is, not exempted from this purview.
There are number of questions raised on the value derived from training
programsboth directly and indirectly. Business heads and training managers
are under pressure to prove the effectiveness of training.
Objective of this research study is to analyses the effectiveness of training
development programs on the employees after the study of different
management training and development program methods and approaches to
training. The research includes studying the impact of training and development
programs, studying the most widely used model for transfer learning and
providing an analysis of effectiveness of management training and development
program Banking and other sector. The scope of the study encompasses the
description of the different management training and development methods,
different approaches to training and analysis the effectiveness of the training
and development programs in the Banking and other sectors.
The methodology adopted was a thorough study of through magazines,
periodicals, research project and internet on different method of management
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training and development, different approaches to training and evaluation of
effectiveness of management training and development. Information gathered
from employees of the Banking and other sectors with regard to how effective
do they feel the training and development programs are.
The major finding of the study was that most of the employees feel that training
impacted to them is very useful in their development knowledge, skill and
abilities. No person can complete a task successfully until they trained to do thetask effectively and efficiently. This can be done through proper training.
Organization today have started realize importance of investment to training and
development programs and separate department looking after training and
development. Organizations should carry out cost- benefit analysis of the
investments made in the management training and development programs.There by ensuring a good Return on Investments (ROI).
The right training program must be implemented correctly in order to make the
management training and development program a success. Proper planning of
the entire training and development programs must be done starting from a
correct training need analysis till the correct implementation. Rewards andrecognizing the success of the training is very important to motivate the
employees and bring about a positive outcomes
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OBJECTIVES OF STUDY
Research Design:
Descriptive research design has been used for the purpose of the study. The
scope of the study encompasses the following areas.
To gain an understanding of the different training method.
To have an idea about the different management Development programs.
To analyze the effectiveness of the training and development programs adopted
in hotel Mintflower.
To study the developments of employee skill after the training and development
programs adopted byHotel Mintflower.
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RESEARCH METHODOLOGY
The study is based on primary data. There were collected from employees of
hotel mint flower .The information was collected by way of questionnaires. This
was the best possible mode of collecting. After studying available literature of
the topic of training and development, I prepared the questionnaire for
analyzing the effectiveness of training and development programs. The
questionnaire was designed to comprehensively cover all areas of training and
development programs and which could easily got the employees feedback.
Information was collected from various magazines, research projects and e-
articles.
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RESEARCH PROBLEM
The Research Is To Know About The Importance Of Training And
Development To Improve The Skills In Hospitality Industry And Study The
Various Training And Development Programs Also Make Sure To Know How
The New And The Existing Employees Perceive The Training And
Development Program, Determine The Major Factors Influencing The
Effectiveness Of Training And Development Program And Contributing To ItsEffectiveness To Investigate The Effectiveness Current Training And
Development Program By Analyzing Each Factor
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REVEW OF LITRITUREHUMANRESOURCE MANAGEMENT
Human Resource Management is defined as the people who staff and
manage organization. It comprises of the functions and principles that are
applied to retaining, training, developing, and compensating the employees
in organization. It is also applicable to non-business organizations, such as
education, healthcare etc. Human Resource Management is defined as the
set of activities, programs, and functions that are designed to maximize
both organizational as well as employee effectiveness
Scope of HRM without a doubt is vast. All the activities of employee, fromthe time of his entry into an organization until he leaves, come under the
horizon of HRM.
The divisions included in HRM are Recruitment, Payroll, Performance
Management, Training and Development, Retention, Industrial Relation,
etc. Out of all these divisions, one such important division is training and
development. Training and development is a subsystem of an organization.
It ensures that randomness is reduced and learning or behavioral change
takes place in structured format.
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TRADITIONAL AND MODERN APPROACH OF TRAINING ANDDEVELOPMENT
Traditional Approach Most of the organizations before never used to
believe in training. They were holding the traditional view that managers are
born and not made. There were also some views that training is a very costly
affair and not worth. Organizations used to believe more in executive
pinching. But now the scenario seems to be changing.
The modern approach oftraining and development is that Indian
Organizations have realized the importance of corporate training. Training is
now considered as more of retention tool than a cost. The training system in
Indian Industry has been changed to create a smarter workforce and yield
the best results
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TRAINING AND DEVELOPMENT OBJECTIVES
The principal objective of training and development division is to make sure
the availability of a skilled and willing workforce to an organization. In
addition to that, there are four other objectives: Individual, Organizational,
Functional, and Social.
Individual Objectiveshelp employees in achieving their personal goals,
which in turn, enhances the individual contribution to an organization.
Organizational Objectivesassist the organization with its primary
objective by bringing individual effectiveness.
Functional Objectivesmaintain the departments contribution at a levelsuitable to the organizations needs.
Societal Objectivesensure that an organization is ethically and socially
responsible to the needs and challenges of the society.
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IMPORTANCE OF TRAINING AND DEVELOPMENT
Optimum Utilization of Human Resources Training and Development
helps in optimizing the utilization of human resource that further helps the
employee to achieve the organizational goals as well as their individual
goals.
Development of Human ResourcesTraining and Development helps to
provide an opportunity and broad structure for the development of human
resources technical and behavioral skills in an organization . It also helps
the employees in attaining personal growth.
Development of skills of employeesTraining and Development helps in
increasing the job knowledge and skills of employees at each level. It helps
to expand the horizons of human intellect and an overall personality of the
employees.
Productivity Training and Development helps in increasing the
productivity of the employees that helps theorganization further to achieve
its long-term goal.
Team spiritTraining and Development helps in inculcating the sense of
team work, team spirit, and inter-team collaborations. It helps in inculcating
the zeal to learn within the employees.
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Organization CultureTraining and Development helps to develop andimprove the organizational health culture and effectiveness. It helps in
creating the learning culture within the organization.
Organization ClimateTraining and Development helps building the
positive perception and feeling about the organization. The employees get
these feelings from leaders, subordinates, and peers.
QualityTraining and Development helps in improving upon the quality
of work and work-life.
Healthy work environmentTraining and Development helps in creating
the healthy working environment. It helps to build good employee,
relationship so that individual goals aligns with organizational goal.
Health and SafetyTraining and Development helps in improving the
health and safety of the organization thus preventing obsolescence.
MoraleTraining and Development helps in improving the morale of the
work force.
ImageTraining and Development helps in creating a better corporate
image.
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ProfitabilityTraining and Development leads to improved profitabilityand more positive attitudes towards profit orientation.
Training and Development aids in organizational development i.e.
Organization gets more effective decision making and problem solving. It
helps in understanding and carrying out.
Organizational policies Training and Development helps in developing
leadership skills, motivation, loyalty, better attitudes, and other aspects that
successful workers and managers usually display.
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TRAINING AND DEVELOPMENT PROCESS
Training is one of the most profitable investments an organization can make. No
matter what business or industry you are in the steps for an effective training
process are the same and may be adapted anywhere.
If you have ever thought about developing a training program within your
organization consider the following four basic training steps. You will find that
all four of these steps are mutually necessary for any training program to beeffective and efficient.
STEP 1: ESTABLISHING A NEEDS ANALYSIS.
This step identifies activities to justify an investment for training. The
techniques necessary for the data collection are surveys, observations,
interviews, and customer comment cards. Several examples of an analysis
outlining specific training needs are customer dissatisfaction, low morale, low
productivity, and high turnover.
The objective in establishing a needs analysis is to find out the answers to the
following questions:
- "Why" is training needed?
- "What" type of training is needed?
- "When" is the training needed?
- "Where" is the training needed?
- "Who" needs the training? and "Who" will conduct the training?
- "How" will the training be performed?
By determining training needs, an organization can decide what specific
knowledge, skills, and attitudes are needed to improve the employee's
performance in accordance with the company's standards.
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The needs analysis is the starting point for all training. The primary objective of
all training is to improve individual and organizational performance.
Establishing a needs analysis is, and should always be the first step of the
training process.
STEP 2: DEVELOPING TRAINING PROGRAMS AND MANUALS.
This step establishes the development of current job descriptions and standards
and procedures. Job descriptions should be clear and concise and may serve as a
major training tool for the identification of guidelines. Once the job description
is completed, a complete list of standards and procedures should be established
from each responsibility outlined in the job description. This will standardize
the necessary guidelines for any future training.
STEP 3: DELIVER THE TRAINING PROGRAM.
This step is responsible for the instruction and delivery of the training program.
Once you have designated your trainers, the training technique must be decided.
One-on-one training, on-the-job training, group training, seminars, and
workshops are the most popular methods.
Before presenting a training session, make sure you have a thorough
understanding of the following characteristics of an effective trainer. The trainer
should have:
- A desire to teach the subject being taught.
- A working knowledge of the subject being taught.
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- An ability to motivate participants to "want" to learn.
- A good sense of humor.
- A dynamic appearance and good posture.
- A strong passion for their topic.
- A strong compassion towards their participants.
- Appropriate audio/visual equipment to enhance the training session.
For a training program to be successful, the trainer should be conscious of
several essential elements, including a controlled environment, good planning,
the use of various training methods, good communication skills, and trainee
participation.
STEP 4: EVALUATE THE TRAINING PROGRAM.
This step will determine how effective and profitable your training program has
been. Methods for evaluation are pre-and post- surveys of customer comments
cards, the establishment of a cost/benefit analysis outlining your expenses and
returns, and an increase in customer satisfaction and profits.
The reason for an evaluation system is simple. The evaluation of training
programs are without a doubt the most important step in the training process. It
is this step that will indicate the effectiveness of both the training as well as the
trainer.
There are several obvious benefits for evaluating a training program. First,
evaluations will provide feedback on the trainer's performance, allowing them
to improve themselves for future programs. Second, evaluations will indicate its
cost-effectiveness. Third, evaluations are an efficient way to determine the
overall effectiveness of the training program for the employees as well as the
organization.
The importance of the evaluation process after the training is critical. Without it,
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the trainer does not have a true indication of the effectiveness of the training.
Consider this information the next time you need to evaluate your training
program. You will be amazed with the results. The need for training your
employees has never been greater. As business and industry continues to grow,
more jobs will become created and available. Customer demands, employee
morale, employee productivity, and employee turnover as well as the current
economic realities of a highly competitive workforce are just some of the
reasons for establishing and implementing training in an organization. To be
successful, all training must receive support from the top management as well
as from the middle and supervisory levels of management. It is a team effort
and must implemented by all members of the organization to be fully successful
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STAFF TRAINING PROCESS
Training is the process that provides employees with the knowledgeand the skills required to operate within the systems and standards set by
management.
Training, in the most simplistic definition, is an activity that changes
peoples behavior.
As discussed earlier Staff Training is an indispensible part of HumanResource Management activities, more and more companies have realized how
important it is to maintain training in the changing and complex workenvironment.
STAFF TRAINING IN HOTEL INDUSTRY
In modern hotel business, it is all about competence in people, andespecially the employees qualities. The level of service quality depends on the
qualities of employees. The qualities are about knowledge, skills and thoughts
which lead to a hotels survival and development. Therefore, staff training isessential in many ways; it increases productivity while employees are armed
with professional knowledge, experienced skills and valid thoughts; staff
training also motivates and inspires workers by providing employees all neededinformation in work as well as help them to recognize how important their jobs
are.
Training and development can be seen as a key instrument in the
implementation of HRM practices and policies. Successful hotels always
include staff training as their important development strategy.
THE IMPORTANCE OF STAFF TRAINING
Staff training is a significant part as well as the key function of Human
Resource Management and Development; it is the crucial path of motivating
employees and increasing productivity in the business.
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With the development of the technologies and the whole business environment,
employees are requested to be more skilled and qualified, even if you are a good
employee today, you could be out of the line some other day if you do not keepstudying. A company needs organized staff training if wants to be competitive
among others.
Staff training is the key task to help everyone in the company to be more united.
An enterprise could hire experienced employees or train employees to be
skilled. When the company trains their own staff, by providing and forming a
harmonious atmosphere, accurate work specification and the passion of work,team spirit will be built between employees and management team within the
process.
Training of work tasks is one of the main aspects of staff training, includingprinciples at work, professional knowledge and skills, by offering employees
these essentials, staff training helps personal abilities match with business
requirements.
Training could be enormously demanding and should be in-depth; lack of
training or poor training brings out high employee turnover and the delivery of
substandard products and services.
BENEFITS OF STAFF TRAINING
Staff training enhances the capabilities of employees and strengthens their
competitive advantage. Effective training will improve the personal characters
and professional abilities. Not only employees, management and organization
would benefit from staff training, customers and guests benefit as well, becauseof the received quality products and services.
BENEFITS THE EMPLOYEE
INCREASES JOB SATISFACTION AND RECOGNITION
During the training, employees will be introduced what is the work is about,
how to do, what kind of role does the job play in the whole business, it helps
them to understand their work better and also love what they do by
understanding the work.
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ENCOURAGES SELF-DEVELOPMENT AND SELF-CONFIDENCE
After systemized training, employees will understand what important role their
jobs play, and with the information, knowledge and experiences obtained duringthe training, they will be more confident with their work, so that better services
will be provided.
MOVES EMPLOYEE CLOSER TO PERSONAL GOALS
Employees gained not only professional knowledge and skills during training,
training also broads their choices on setting career targets. They can get the
opportunity to get to know other positions, increases the possibilities ofpromotions in the meantime.
HELPS THE EMPLOYEE BECOME AN EFFECTIVE PROBLEM SOLVER
Practical experience can be taught and guided in the training; employees will
learn the methods of solving problem or complaints during training.
ALLOWS THE EMPLOYEE TO BECOME PRODUCTIVE MORE
QUICKLY
By training, employees get familiar with their work tasks, advanced knowledge
and techniques which improve their capabilities, increases productivity.
BENEFITS THE MANAGEMENT
AIDS IN EVALUATING EMPLOYEE PERFORMANCE
People who are responsible for training will find out those employees duringtraining, who are quick learners, who have better knowledge and skills, so that
different methods of training can be chosen, therefore, better results will be
acquired.
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AIDS IN SUSTAINING SYSTEMS AND STANDARDS.
Within the training, employees will be introduced to the principles and
standards of the hotel, together with the policies and procedures; hence hotelcan sustain its standards and system with the help of training.
HELPS IDENTIFY EMPLOYEES FOR PROMOTIONS OR TRANSFERS
During the training, employees abilities and personalities will be easilyidentified by experienced trainers, or some employees are more suitable for
other positions, hotels can adjust and make best use of employees knowledge
and abilities.
BENEFITS THE ORGANIZATION
LEADS TO IMPROVED PROFITABILITY
Owing to the growth of productivity and better services after training, it is more
promised for the hotel to have more profits in return.
REDUCES ACCIDENTS AND SAFETY VIOLATIONS
Without organized training and guidance, especially employees who work with
dangerous facilities, accidents are easily occurred, training can help
organizations to prevent accidents.
AIDS IN ORGANIZATIONAL DEVELOPMENT
Hotels need to develop their technologies and way of working in order to be
competitive, and staff training assures the competitiveness, because training will
bring good quality, effectiveness and loyal customers to the hotels.
REDUCES WASTAGE AND COSTLY EMPLOYEE TURNOVER
Wastage and damages in different departments are commonly found out in hotel
operation, with the help of staff training; unnecessary wastage and damages can
be avoided. Regular trainings can decrease work pressures and employee
turnover, as a result, less labor cost will be spent and better service can be
achieved.
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THE TRAINING PROCESS
Training Cycle
Training Cycle It begins with the needs assessment. A need of training
always results from the difference between an ideal expect for employees
performances and the actual performances. Trainings can also be provided for
new employees to help them get familiar with the work environment and tasksetc. HR department should consider the related aspects for example job
analysis, performance objectives etc.
The second step in the training cycle is the planning of the training.
Planning is separated into specifying training objectives, designing training
program, selecting training methods. Training goals, training method, duration,program structure, location and selection of trainees etc. practical problems are
to be answered in the planning stage.
After successfully planning the training, then the training program should
be effectively carried out following the plan. The trainer should be well
prepared and skillful, and the trainees should be actively participating in thetraining.
ASSESSING THE
TRAINING NEEDS
PLANNING THE
TRAINING
CARRYING OUT
THE TRAINING
EVALUATINGTHE
TRAINING
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Evaluation of the training is an unavoidable stage in the training process,
to get the feedback helps adjusting and organizing future trainings. Plans for
future training can be done in this stage. Evaluation is the ending stage of atraining Cycle but at the same time it is the basis for the new training cycle
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QUESTIONNAIRE
This is a questionnaire for the case study of my thesis about the staff training in
the Hotel Mintflower , considering many aspects of the employees and the staff
training. please fill in the questionnaire as truly as possible. It is ok that you
dont want to fill in the questionnaire ,but thank you all the same.
1.Name_________________________________________________________
2. Gender: Male Female
2. Age: 18-25 26-35 36-45 >45
3. Whats your previous hospitality education: (e.g. school, education, time.)
Please specify, ______________________________________________
4. Previous hotel working experience:
0-1 year 1-2 years 2-3 years >3 years
5. How long have you been working in this hotel?
1-3 months 3-12 months More than 1 year
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6. Position: ____________________________________ (e.g. Waitress, chef,
supervisor)
7. Did you have training when you started?
Yes No
If yes, for how long? ______________________________
If no, you can skip question 8.
8. What is the training about?
Hotel general introduction
Customer service
Computer system usage
Departmental guide
All
Other, _______________________________
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9. How was the first training you attended?
Important
Necessary
Just a routine
Not important Why? __________________________________
10. How often is training held in the hotel?
Just once in the beginning when work started
Once a year
Twice a year
Once a month
Daily basis
Other, _____________
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11. The trainings in the hotel are:
Mandatory Optional
12. Do you have to apply for the trainings?
Yes No
13. Where are the trainings held?
Inside hotel Outside hotel, where? ______________
14. Who held the trainings (Can be multiple choices)?
Trainers
Lecturer hired from outside
Manager
Supervisor Trainers and supervisor
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Other, ______________
15. Why are trainings important in the hotel?
(Please number them in the order of most important to the least important.
(E.g. 1=most important, 2=second important, 3= third important etc.)
1. Motivates employees and helps them perform better
2. Encourages self development & self-confidence
3.
Management team can evaluate employees performance
4. Sustains a positive attitude towards customer service
5. Improves communication between management and employees
6. Reduces accidents and safety violations
7. Helps organizational development
8. Introducing new technologies in time
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9. Not important
16. How do you satisfied with the trainings in the hotel?
Very satisfied
Like it
Neutral
Not satisfied at all
other, _______________
17. How can the training be improved?
______________________________________________________________
______________________________________________________________
______________________________________________________________
18. What is your opinion about the training system in the Hotel mint flower ?
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______________________________________________________________
______________________________________________________________
______________________________________________________________
Thank you very much for your co-operation!
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RESULTS AND ANALYSIS OF THE SURVEY
Employees Background Information
Displayed below are the results and analysis from the quantitative research,
from the statistics we would see the basic information of the employees and
their attitudes towards the trainings organized in Hotel Mintflower.
GENDER
70 questionnaires were sent out, and 50 of them have been returned by the
respondents, there are 30 male respondents and 20 female respondents
accordingly. The ratio of male to female is approximately 3:2. In the Food andBeverage department, kitchen and Housekeeping have mainly male at work,
which is the reason of the difference in gender.
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AGE
The second question is to get to know about employees age so that some
relationship between age group and trainings can be found.
1 ,AGE OF THE RESPONDENTS
Diagram shows that the main age group in all department is between 18 and 25;
the rest 11 respondents are in the age of 26 to 35.
64%
22%
12%
2%
AGE OF THE RESPONDENTS
18-25
26-35
36-45
>45
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Since hotel and restaurant business stands in a competitive and fast changing
environment, young employees from 18 to 35 are mostly chosen to work in this
industry as they can adjust to new environments quickly and easily.
The HR department should consider the age groups when
conducting a training, young workers do not like theory too much but more
interesting information is accepted by them, on the other hand, employees who
are between 26 and 35 years old can accept both. By considering this aspect, theeffectiveness of trainings could be improved.
2, WORK EXPERIENCE
This question is to find out employees previous related working experience in
the industry, the purpose of this question is to investigate the need of training
according to their related working experience. The results can be seen in figure
2 below
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Three out of four categories were chosen
by the respondents, more than half of the respondents have 0 to 1 years of
related working experience, which indicates that they need more training to be
more skillful and professional than other respondents do, because they are less
experienced and other respondents have received more training throughout their
past working life
0
5
10
15
20
25
work experince
work experince
0 to 1 22
1 to 2 16
2 to 3 5
3 more 7
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3, EMPLOYEES POSITIONS
This question is to check the respondents positions in the hotel in order to
understand the level of their received trainings during their years of working.
The positions like manager, assistant manager, supervisor etc. are listed in the
answers and positions like waitress, Housekeeper chef etc. are adjusted into the
choice of full time worker when analyzing.
full time worker managers chef supervisers asst manager
Series 3 40 4 1 3 2
0
5
10
15
20
25
30
35
40
45
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Employees are at higher level of positions received more training than full time
worker did, more attention should be paid to full time workers because they
need to have more trainings to improve their abilities and skills at work in order
to reach a higher level of position.
When analyzing the question of previous hotel working experience
with employees positions, we can find out that normal full-time workers have
less experience, some of them have just graduated from college, and some ofthem do not have a related education. Employees like supervisors, managers
have more previous experience. As we discussed above, full time workers
should have more training to improve themselves in order to reach a higher
level, and they should be earnestly considered when trainings are conducted.
4, LENGTH OF THE EMPLOYMENT
This is a question asking about employees time of stay in this hotel. Since the
hotel was opened in December, 2008, the longest time an employee can work in
this hotel would be no more than three years. Employees started to attend
trainings organized by the hotel soon after they have started working, the longer
they work in the hotel, the more training they have to participate. This questionhelps us to know about the connection between employees length of
employment and their received trainings.
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32respondents have worked in the hotel for 0-12 months; they received less
training compared with the rest respondents who have been working in Hotel
Mintflower for more than one year.
LINGTH OF EMPLOYMENT
32
11
7
LINGTH OF EMPLOYMENT
0-12 MONTHS 1- 2years >3YEAR
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TRAINING
Question number seven and eight aim to find out whether employees have
training before they started with their work tasks, if they did have
trainings, what is the training about. 40 respondents did not have training
when they started, 10 other respondents did have, and the trainings were about
hotel general introduction, customer service, computer system usage,
departmental guide etc.
According to the Assistant Manager of Human Resource, it is not possible to
organize training for every new employee, because they are hired at separate
times, it will be reasonable and cost efficient to organize training for a group of
new employees.
However, adequate trainings before the work help employees get used to the
environment and work tasks very quickly and avoid the obstacles and possible
accidents during work. Adequate trainings before work lead to the better
attitudes towards their work, as a result, better services will be offered to
customers. In this case, the hotel organized a beginners training only when
there is a group of new employees in order to save costs for the department, but
trainings before work is more beneficial if possible to be organized.
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The human resource department should also understand the importance of staff
training, either the trainings are organized before the work starts or afterwards,
and to realize the benefits brought by staff training so that they will pay more
attention to all the trainings that will be organized. HR department should be
informed about the importance of the trainings and make all efforts in assisting
organizing the trainings in order to help employees to improve, to ensure the
growth of the business and to achieve better results from staff trainings.
5,EVALUATION OF TRAINING
This question is about employees evaluation of the first training they have
taken part in, the results help the author to know the employees attitude towards
the first training held in the hotel.
78%
18%
4%
EVEALUATION OF TAINING
Important Necessary Just a routine
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Most of the respondents think trainings which they firstly attended was
important, similar number goes to the choice of necessary, and 8 respondents
thought the first training was just a routine. No respondents thought the first
training they attended was not important.
Most of the employees realized the importance of the first training; this means
that the goals of the first training were successfully achieved, which are
introducing employees about the general information and helping employees toget familiar with the work environment and the work itself.
In the open question in the questionnaire I noticed that some of the respondents
thought the trainings took too much time every day, and some of them thought
less training would be better, which indicates they have not really realized the
meaning of or are not satisfied with the whole training system.
FREQUENCY OF TRAINING
In the next question, the frequency of training was asked, 45 respondents
suggested that the training is on daily basis and the rest 5 respondents chose
they had trainings twice a year.
The quality and quantity of training should be kept on the same level, as
discussed above, employees complain that the training takes too much time
every day, the contents of trainings are repeating etc. On the other hand, trainers
and HR department hold different opinions about repeating training; they think
repeating training helps to improve employees mastery of knowledge, skills so
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that they can provide better customer services. Management team has very high
expectations on training; however, the outcomes are not very satisfied so far,
therefore, management and employees should communicate better so the
employees will be willing to experience training and learn more from trainings.
FACTS ABOUT TRAINING
The following three questions are trying to find out if the trainings are
mandatory or not, whether employees need to apply for the trainings or not and
where are the trainings held. With the help of these three questions we can see
what the hotels attitude towards trainings is.
The trainings are mandatory on attendance; Hotel Mint Flower requires every
employee to improve himself/herself through different kinds of trainings. The
management team can evaluate the employees better by knowing their
personalities, what they are good at and what they are lack of so that it is easier
to make better plans for trainings. Employees do not have to apply for the
trainings, as they are required to attend the trainings. All the trainings are held
inside the hotel. Most of trainings are using the hotel facilities as a helping tool,
training room, restaurants, kitchens etc.
The results explain that the hotels expectation on training is high; monthly
trainings are organized to improve employees qualities and to assist employees
to deliver better customer services continuously. If possible, when training
budget allows, outside trainings are also worth organizing, outside trainings
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diversify and increase the interestingness of training, and if the training methods
used properly, the results could be better than expected.
THE TRAINERS
This question aims to look for persons who are responsible for the trainings held
in Hotel Mintflower, either trainers hired from the hotel, or teachers sourced
from outside agencies.
According to the training system in Hotel Mintflower, trainings are mostly held
by trainer and supervisors employed by this hotel, trainers are completely
responsible for the Passport to Success program, language training is also held
by one of the trainers, supervisor is responsible for 15 minutes training and
guidance during work time, trainers sometimes are there to assist.
As the author explained above, 34 of all respondents receive trainings which
held by trainers and supervisors, other 16 respondents are trained by the
trainers.
THE IMPORTANCE OF TRAINING
This is a question for respondents to order the importance according to their
opinions, in the order from the most important to the least important factor. The
answers can just represent employees own thoughts but at the same time, to a
certain extent, these choices indicate their opinions about the existing training
and expectations for them, what trainings should be in their minds
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1. Motivates employees and helps them perform better
2. Encourages self development & self-confidence
3. Management team can evaluate employees performance
4. Sustains a positive attitude towards customer service
5. Improves communication between management and employees
6.
Reduces accidents and safety violations
7. Helps organizational development
8. Introducing new technologies in time
9. Not important
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0
10
20
30
40
50
60
AxisTitle
Axis Title
IMPORTANCE OF TRAINING
very importnt
importnt
nutralnot satisfied
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SATISFACTION OF TRAINING
By knowing the satisfaction of employees towards staff trainings helps Human
Resource department to adjust the trainings which will lead to preferable results.
The results explain us that over half of the respondents were feeling slightly
satisfied with the organized trainings, other 15% of participants do not feel the
trainings are at their best favorites.
According to employees opinions obtained in the open question, which
indicates that they were satisfied with the trainings because the trainings are
well planned and organized, employees were pleasant to participate, and they
have learnt from the trainings. On the contrary, trainings still need to be
improved and adjusted to be more appealing and effective.
15%
25%
54%
6%
SATISFACTION OF TRAINING
Not Satisfied
Neutral
Like It
Very satisfied
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SUGGESTIONS ON IMPROVEMENT
Many respondents spoke highly of the trainings in this question; they thought
the trainings are helpful, well planned in long-term view and well implemented,
they also considered the trainings express Mint Flowers service spirit, and the
trainings encourages them to perform better in their work fields.
Dissatisfactions from employees point of view:
Some participants suggested that the trainings are part of their everyday work
tasks which cost too much time, sometimes they have to work overtime for the
training, and the training contents are repeating. Three respondents claimed that
trainings for beginners contain too much theory, which is distracting when
sitting a long day in the training room. Moreover, some respondents indicate
that more specific trainings should be organized, such as obtaining knowledge
about wine and other language training besides English.
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CONCLUSION
Human Resource Management has been enormously important in the hotel
business, when dealing with people, the basic requirement for the enterprise is
to have good internal relationships between management and employees.
Favorable Human Resource Management ensures business growth, and staff
training is the most effective way to develop employees in order to have a good
HRM. Therefore, staff training is concerned a lot in nowadays businesses.
Staff training is an essential management tool, it has many benefits, such
as shortens the study time, increases work effectiveness, helps employees and
the company itself to compete in the fast changing environment, reduces
damages and wastage. Staff training is a way of motivating employees,
upgrading their skills, expanding their knowledge, preparing employees for self-development.
From both quantitative research and qualitative research we know that the
trainings are very important and should be carefully considered, but in Hotel
Mintflower there are some existing problems with trainings.
The outcomes of training are not as expected; because some employees are not
aware of the importance of training and what they will benefit from staff
training so that trainings are regarded as normal courses to participate.
There is a lack of good communication between management and employees,
when employees have complaints about trainings for instance the trainings are
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time consuming, but management team does not know, so that the trainings
would never be improved until they communicate.
About one thirds of the employees felt they did not get self-development and
build self-confidence after the training, which did not match the purpose of the
trainings.
POSSIBLE SUGGESTIONS:
1. Help employees to know staff training and understand the importance of it.
Human resource department could explain to the employees about the
objectives of the trainings, and what employees will benefit from the training,
meanwhile, the employees should be told that how can they use what they learnt
from the trainings in the future. As human resource department planned to
invite employees and trainers from sister hotels to introduce their experiences is
a good way to remind employees of the importance of staff training.
2. Increase the communication between management and employees by getting
feedback from employees in order to know what they like and what can be
improved in the trainings to get better outcomes. And trainers can observe while
conducting trainings, some employees would not express themselves even
though they do not feel satisfied with the trainings. Moreover, employees from
human resource department could attend the trainings themselves to find the
problems and how does it feel when they are trainees. To understand each other
better will bring better results for the trainings.
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3. Guide employees to realize that improving themselves is the main aim of
training. The main purpose of staff training in the case hotel is to improve
employees qualities in order to provide better customer service, but employees
did not consider self development as the most important reason for trainings,
therefore, they should be led to the right direction, which is to improve
themselves and customer service but not for competition or promotion etc.
OTHER REASONS.
Finally, from this study, the importance of staff training is discovered, in order
to help human resource department of the case hotel to solve current problems
in staff training as above discussed, possible suggestions are provided. To
improve the recent situation needs time and it requires the co-operation of both
management team and employees. I do hope this study have some value inhelping the hotels Human Resource Development.