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INTRODUCTION: The prime elements with the help of which an organization can develop is the management of human relations in association with the concerned company and make them adapted to the new challenges of the market with help of proper training and development plans. The management of the people associated with the organization is comprised of different factors. Effective given by the organization to the associated people is one among the significant factors among drivers of good management of people. Both the elements namely good training of employees and service quality will help the organization to build a stable organizational performance structure resulting in the development of the organization (Daft, 2009). The dissertation is about this fact and the author makes a critical evaluation of the role of employee training in the service quality improvement. The research will be having two parts. The first section of the research will involve a study on the background literature where the investigation of the present known literatures on the research topic taken for study will be done. This section is called as the secondary research or primary research. The section will include the primary research where evidences for the study will be taken from a particular organization. The organization taken for the primary research by the researcher is the Hotel Intercontinental London ark Lane. Followed by the two sections of investigation, the research will have a analysis part where the main evidences collected will be qualitatively analysed. Finally the dissertation will be summarised with an effective conclusion and future recommendations to the study by the researcher. This article is given the name research proposal and the function is to propose the research to the readers with the overview of the research. The main topics included in the research proposal are background study of the research, research aims and objectives, literature review, methodology, expected outcomes and conclusion. The good reading of the proposal will help to obtain a clear idea of what the researcher is going to do and how the researcher will be completing the research.

2. BACKGROUND HISTORY OF HOTEL INTERCONTINENTAL: Intercontinental Hotel is described as a hotel chain having its origin from Pan American World-Airways in the year 1946. The intercontinental group has numerous hotels all over the world with approximate concentration on hotels brands consisting of seven of them and four thousand five hundred hotel outlets. The main regions covered by the organization as a part of the Hotel chain are Asia, Europe, Oceania, Central America, South America, North America and Africa ( The picture of the hotel group can be seen as follows. The hotel group has a total rooms capacity of more than 666,000 and the regions conquered by the organization consist of more than one hundred. The international hotel group give more importance to customers of the hotel and the strategies of business according to the mission of the organization are focused to this. The revenue of the hotel international group is about 1.6 billion US dollars according to the annual financial year of the company in 2010( The hotel international groups present condition of the market is largely due to the extreme quality of customer experience gained from the support of the highly experienced and trained staff of the organization. 3. RESEARCH TITLE: A Critical Evaluation on the Role of Employee Training in the Service Quality Improvement; A Case Study with Hotel International London Park Lane. 4. RESEARCH AIM: The aim of the research is to critical evaluate on the role of employee training in the service quality improvement; a case study with Hotel International London Park Lane. 5. RESEARCH OBJECTIVES: The hospitality industry is one of the fastest growing industries of the world. The service quality is one the key success factor in this industry. The employees are the medium to put forward the excellent service quality to the customers. The main aim and purpose of employee training in the hospitality organization is top offer the excellent service quality to the customers. The aim of this research is to have a critical impact on the effectiveness of employee training in service quality improvement.

Research Objectives 1. To identify the relationship between employee training and service quality. 2. To examine the role of employee training in providing excellent service quality. 3. To review and evaluate the staff training methods in hospitality industry and the satisfaction of employees in this training methods. 4. To formulate recommendations to use employee training to service quality improvement. 6. LITERATURE REVIEW: The assets of the organization are the number of skilled staff, the organization is currently holding. The presence of trained staff with qualities lining with the challenges of the business world will make the organization improve the core competencies and gradually deliver exceptional services to the clients. The hospitality industrial sector is one of the regions where the organization is more focussed on the service sector of the business rather than on the product delivery to the clients. In this situation the clients will be directly receiving the services from the organization. Therefore the training on how to give expected service quality towards the clients by the employees is a desirable responsibility of the organization. The mannerisms of the staff, the responsiveness of the staff to the clients, the client treatment strategy, the way of welcome and so have to be managed in the right mix so that the customers will be happy to return the next time as well. For the above mentioned activities, the staffs need to be trained in well organized manner along with the guidance on how these customers can be handled well (Martin, 2005). This part will discuss in a brief manner how the training can be given to the staff along with the concern for the customer preferences. The brief idea discussed is employee training, customer satisfaction, employee development plans, customer preferences, customer satisfaction, service quality improvement with employee training and finally impact of customer attitude with service quality. 6.1. EMPLOYEE TRAINING: The organizational performance is a matter of the performance of the staff and this staff performance requires the need of well planned and monitored training. The staff training is related to short term strategy of the organization where the organization will go through number pre-defined activities,

1. The management idea will be focussed on defining of the requirement of the training strategy of the staff. 2. Identification of the benefit the organization is going to achieve from the trained staff. 3. The method that need to be given for the training of the staff. 4. The duration of the training process and the identification of the skills that has to be concentrated in the training part. 5. The appraisal of the training process to have a cross checking in whether the organization aims for the training has been achieved (Noe, 2010). The business related to the hospitality and leisure is more concerned on making customers to return to the organization the next time as well. For this the main requirement will be train the staff in such a manner that the organizational goals are met. 6.2 EMPLOYEE DEVELOPMENT PLAN: The development of the employee has a different meaning compared to the training of the staff. In precise, the development is seen as the improvement of the skills where the eye will be on the future market of the world. Both the training and the development have god role in the creation of the service quality in the expected level. The development strategy also follows a similar pattern as off the training strategy of the organization. The clients looking for the leisure activities will be more concerned on the facilities provided by the organization and the treatment received from the organizational staff. The smiling welcome and the good response from the employees will be highly appreciated by the clients of the staff and is a normal demand of the clients. To fulfil these demand, the organization need to develop the staff and mould them with the right needed skills. The development and the training procedure by the organization are best ways for this. The human resource management is the concerned body which can help in this method. The main procedures from the side of the HR are as follows (Randhawa, 2007), 1. Finding out of the individual to which the need for training and the development of the skills are essential. 2. Defining of the perfect strategy for this giving a concern for the investment cost of the training process. 3. Training the managers who are assigned the role of development and training to the staff members.

4. Checking whether the training procedure is according to the goals and objectives of the organization. 5. Performing of the appraisals so that effective results can be obtained. 6.3. EMPLOYEE SATISFACTION: The employee satisfaction is relied on various factors contained in the work of the employee. The training and development is one of the prime factors among this which will raise the skills and potential of a worker resulting in quality service. The employee satisfaction as given in Daft (2009), is the feeling of the positive energy in the staff obtained from the good work condition and employee favourable practices in the organization. Studies mostly point out that the staffs find dissatisfaction in work mostly due to the ignorance of the work and the incapability in doing the work in the right angle as perceived or expected by the company. If the worker is not able to rise up to the skills required, the resulting phase will be the irritation from work. This can be ensured by the training and development plans of the organization (Daft, 2009). The significance of training in the employee satisfaction is as follows, 1. The training gives the staff a better exposure on how to perform the work and this will make them to enjoy the work. 2. The training will give the necessary skills for the employee to survive in the market giving the person a good career plan (Kuballa, 2007). 6.4. SERVICE QUALITY and CUSTOMER PERCEPTION: Service quality is another important element resulting from perfect co-relation of different activities followed by the organization. Studies in the organizational growth sector indentify this factor namely the service quality as the driving component pushing an organization to the line of the success. The hospitality sector has to give more importance to this because the concentration of this business field is more on service sector than on the production sector. As a result of this increased demand for service according to the client expectations, the organization will have to develop proper training techniques such that the employees are made with the competitiveness to achieve this expected service quality. According to Altman and Hernon (2010), service quality is defined as level of service given by the organization to a product purchased or service taken by the customers. The clients

usually have three levels of service quality. If the organization is not able to give the expected results from the service then the service quality level will be tagged to the lowest level the outcome of which is unappreciated customer loyalty. If the organization is able to meet the expected results from the service, then the service quality level will be tagged to the normal level, the outcome of which is the attainment of customer loyalty having a mix of behavioural loyalty and attitudinal commitment. The final stage will be the maximum level where the organization will be able to go beyond the customer service quality expectation. This is referred as the surprise level and will result in the attitudinal loyalty (Yang, 2010). 6.5. EMPLOYEE TRAINING IMPACT ON THE SERVICE QUALITY: The work effectiveness is related to the knowledge of the staff as it is a determinant of how a person can complete the work with knowledge tools the concerned person have. Based on the researches done by Ferrell and Pride (2010), the service quality is based on the way in which an employee can tackle the customer requirements such that a good experience from the company is given to them. The link between service quality and training of the staff can be summarised as follows, 1. Training will give the employee the right and exact knowledge on how to perform the work. 2. The reaction and response of the employee to unpredicted situations will be considered as a part of the training and development process. 3. For the employees to deliver the performance according to the customer expectation, the first process is that the organization must make the staff aware of what all are the needs of the customer. The good training practice can achieve this. 4. Once the organization is able to build staff with exceptional performance characteristics, the end result will be quality clients service (Daft, Marcic, 2010). To brief employee training in a better and right manner is a determinant for good quality work from the side of the employees. As this is achieved, the organization will be having good and loyal clients who will be highly motivated to choose the same organization during their next purchase of service or product. 7. RESEARCH METHODOLOGY: The process of research is generally referred as the investigation of the knowledge. In the angle of Clifford (2009), the process of the research will involve many activities which will

begin with the finding and defining of a research problem that has good relevance and significance to the public or the external world. Some of the researches will be including the hypothesis definition along with this which may or may not be proved. After the problem definition has been achieved, the next task is to define appropriate methods for the collection of the data related to the research. There will be a secondary research to follow in this which has been discussed as the literature review. A research methodology is a part of the primary research which will describes the various methods and techniques for the solving of the research problem in a well ordered systematic manner. The research methodology is defined to have a descriptive nature which covers survey of the samples, finding of relevant facts and interpretation of data. The present dissertation will also be following a similar manner where the primary research is followed by the second research. The elemental points in the primary research are given below. 7.1. DATA COLLECTION METHOD The data related to the research consists of two main categories. The first category belongs to data gathered from the descriptive study also called as the primary study. The second category belongs to the data gathered from the secondary sources defined as the secondary study. Both of these are used for the current research and the elemental points are as follows, Primary Data: The primary sources of the information are those taken from the descriptive study of the matter of the research. In this dissertation the evidence collection will be based from the employees working as a team in the Intercontinental Hotel at London Park Lane which is run by the Intercontinental group. The number of sample space the researcher is planned to take is about 120 employees. The researcher focuses on all the group of the workers working in the organization as a part of research. This means the evidence will be collected from, local employees, HR staffs, high grade workers, cleaners, etc as all of this have a part in the delivery of good service. The research is expected to take one whole month for the collection of the survey samples alone. From this response and the clubbing of the findings of other part of research (secondary research), the data will be interpreted in the analysis resulting in a good solution.

Secondary Data: The secondary information relates to the data collected by the various past studies known on the role of employee training in the service quality. The important key-words that can be seen in the secondary study will be theories on employee training, process of employee training, employee training and employee satisfaction, service quality, impact of skilled training in the service quality and customer perception. The main sources from where the this data can be achieved are as follows, 1. Records from the company 2. Publications by the organization 3. Books 4. Internet resources 5. Magazines 6. Journals etc RANDOM SAMPLING: The survey method in the obtaining of the valid data is based on the random-sampling technique. Random sampling is generally used by most of the researchers as it will give out results in accurate and precise dimensions. The samples can be selected in a random manner and the weight age of the samples will be in equal dimension. The probability that the sample is selected is also equal. Based on the samples the generally facts on the research problem will be interpreted leading to best solutions. The researcher as mentioned will be focused to include about 120 employees where a maximum of 20 questions related to employee training role in the service quality as well as the demography of the responders will be included in the questionnaire.

7.2 RESEARCH ONION Figure 1: Research Onion

Research Onion Source: (Sounders et al, 2008) The research made in the critical evaluation of the role of employee training in the service quality made use of the research onion as seen in the figure 1. The view have a cross sectional look and will emphasize the psychology behind the research. The research rules will be designed based on this research onion. The multi and mixed for the research comes as an element of this. The data analysis chance can be improved and raised by the clarity and possibility of the study. Apart from all this, cross sectional and longitudinal research methods are included in this. The research action will be followed or taking part inside the research onion (Sounder,, 2008). 8. EXPECTED FINDINGS: The main findings as seen from the research will be the understanding of the influential role of employee training in the quality of service. The research is expected to show that employee training is a good determinant of the service quality measures. From the research it will be evident that the outside world considers this service quality as a needed outcome from the organizational employees. With the findings, the organization will be able to give further improvements in the employee training process such that good quality service can be attained.

9. RESEARCH SCOPE TO THE OUTSIDE WORLD: The finding of research will be very useful to the outside world, as enough data will be provided on the impact of employee training role on the service quality of the organization. The findings can help to understand how the process of the training can achieve in the attainment of the service quality. Moreover the analysis of the employee training impact on the service quality is done at Intercontinental Hotel which will discuss whether the training method was effective in the improvement of the service quality. Based on this future suggestions will be made. In short the outside world will have better knowledge on the ways for the improving the service quality by the process related to the employee training. Employee training is a desirable element where the idea will be focussed on the customer satisfaction along with the employee satisfaction. 10. RESEARCH LIMITATION: The research is possible to face some limitations down the road. The important among this is the limited time offered to the researcher to complete the research. The researcher is asked to complete the report ion three months which is limited for a good research. But to achieve solutions that are optimum, the researcher has designed a time frame where the focus will be on the completion of the mile stones in the required time. Another possible limitation possibly to be met by the researcher is the sample collection. 11. TIME FRAME:
MILESTONE 1 2 3 DESCRIPTION Stage 1 Interested research area Stage 2- Selection of the right topic Stage 3- Redefining of the topic for the good outcome 4 Stage 4- Writing of Proposal and Submission 5 Stage 5- Method of data gathering DUE DUE DUE DATE REMARKS Completed Completed Completed

Stage 6- Evaluating and Interpreting the data


Stage7- Writing of the Report


Stage8- Finalisation of the report writing


12. CONCLUSION: The above article was dealt with the writing of a proposal for the research on the critical evaluation of the employee training in the improvement of service quality; a case study with Intercontinental Hotel London Park Lane. The article discussed different elements of research such as background history, aims, objectives, literature review, methodology and the main milestones of research.

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