IMPROVING THE EFFECTIVENESS OF STAFF TRAINING IN A HOTEL

IMPROVING THE EFFECTIVENESS OF STAFF TRAINING IN A HOTEL

1 INTRODUCTION

1.1 Background information Growing up in a tourist city, the author nourishes a great passion for the hospitality industry, which led to her decision of having practical training at the Hotel X . Throughout five months working as a trainee in the Training Department, the author has learnt how important staff training is to the brand building and to the success of a hospitality business. Meanwhile, the author has also continuously realized many challenges associated with staff training in the hotel even though its training management system is quite well-established in

comparison to other hotels in the region. The hospitality industry, from which hotels are a main part, is service intensive and consequently relies heavily on its human resources. For a whole hotel to operate smoothly, it needs the involvement of staff of all departments: from the departments directly dealing with guests like Front Office, Housekeeping, Food and Beverages to back-office departments such as Accounting or Engineering. How their works is managed directly impacts to the service, thus to the guests’ satisfaction (Hayes & Ninemeier2009, 7). Human resources management, therefore, plays a vital role in the hospitality operation. Training is an essential and inseparable part of the human resources management, especially in this industry. Though an employee once recruited into a specific position is expected to best suit the job description, it is unlikely that he possesses all the skills and knowledge required and immediately becomes fully functioning (Decenzo & Robbins 2007, 204). A newcomer often needs months to learn the goals, rules, regulations, structure and working culture of the organization to adapt and get in the same pace with other colleagues. This is where training takes its  first role of guiding and helping the employees adjust their qualities fit to the organization needs as soon as possible. The process of training goes on following the employees’ career path to help them improve their abilities for further career development. Regarding the hospitality operations, training acts as a strategic tool to implement the differentiation strategy by creating a team of high quality staff to provide an exceptional level of service and to meet the guests’ expectations.

IMPROVING THE EFFECTIVENESS OF STAFF TRAINING IN A HOTEL

Chapters: 1 - 5
Delivery: Email

Number of Pages: 75

Price: 3000 NGN

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