01-05-2012, 05:13 PM
TRAINING AND DEVELOPMENT NEEDS IN THE HOSPITALITY INDUSTRY
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INTRODUCTION
As mentioned in the Abstract, training and development are integral to a Hotel’s growth and
success. Hotels can however under-train their employees by being unwilling to take the time to
explain new staff tasks that need to performed. When this unwillingness occurs, Ryan (2008)
states that three scenarios may take place – the employee will not be able to help a client the way
they should, the client will be left unsatisfied by the hotel’s service level, and lastly the employee
will become frustrated by the company and his or her service level will drop to a minimum.
Studies have shown that training programs increase employee satisfaction, employee morale and
employee retention, and decreases turnover and hiring rates. Training has been shown to improve
knowledge and in turn knowledge improves the delivery of hospitality business-related activities.
Daniels (2008) mentions in her article that in the current economic situation; companies may be
tempted to cut their training budgets, but they should not however abandon training. Hotels
should instead use this situation as an opportunity because training boosts morale and
commitment by showing employees they are a valued and important resource.
Method of Data Collection
Questionnaire was prepared to collect the primary data. Direct interview was also
conducted to collect the views of employees about their views of training and development
programme.
The Sample
The sample size of 100employees was selected for our study out of which we randomly screened
out 40 employees from different departments.
CONCLUSION
The purpose of this paper was to identify the different techniques that the hotel industry could
use to maintain training and development of their employees during an economic recession.
paper also looked at the literature supporting the cost-effective practices of training and
development and the methods used to evaluate training programs. It was found that training
programs should be retained regardless of an organization’s economic situation. Studies have
shown that through training, employee morale and satisfaction, company productivity and
service quality improved.