Hotel staff training

TRAINING AND DEVELOPMENT IN HOTEL INDUSTRY
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
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 the challenge 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.
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 Resource Management, 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.
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. Hotel Industry 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.
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.
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 include cable 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.
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 programs both 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 the task 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 and recognizing the success of the training is very important to motivate the employees and bring about a positive outcomes
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 by Hotel Mintflower.
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 earticles.
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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 Its Effectiveness To Investigate The Effectiveness Current Training And Development Program By Analyzing Each Factor
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REVEW OF LITRITURE HUMANRESOURCE 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, from the 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 AND DEVELOPMENT
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 of training 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 Objectives help employees in achieving their personal goals, which in turn, enhances the individual contribution to an organization. Organizational Objectives assist the organization with its primary objective by bringing individual effectiveness. Functional Objectives maintain the departments contribution at a level suitable to the organizations needs. Societal Objectives ensure 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 Resources Training 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 employees Training 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 the organization further to achieve its long-term goal.
Team spirit Training 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 Culture Training and Development helps to develop and improve the organizational health culture and effectiveness. It helps in creating the learning culture within the organization.
Organization Climate Training and Development helps building the positive perception and feeling about the organization. The employees get these feelings from leaders, subordinates, and peers.
Quality Training and Development helps in improving upon the quality of work and work-life.
Healthy work environment Training 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 Safety Training and Development helps in improving the health and safety of the organization thus preventing obsolescence.
Morale Training and Development helps in improving the morale of the work force.
Image Training and Development helps in creating a better corporate image.
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Profitability Training and Development leads to improved profitability and 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 be effective 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 knowledge and 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 Human Resource Management activities, more and more companies have realized how important it is to maintain training in the changing and complex work environment. STAFF TRAINING IN HOTEL INDUSTRY In modern hotel business, it is all about competence in people, and especially 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 is essential 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 needed information 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 keep studying. 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, including principles 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, because of 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 during the 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 of promotions 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 during training, 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 hotel can 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 easily identified 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

ASSESSING THE TRAINING NEEDS
EVALUATINGTHE TRAINING
PLANNING THE TRAINING
CARRYING OUT THE TRAINING
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 tasks etc. 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 the 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 a training 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 and Beverage 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
AGE OF THE RESPONDENTS
2% 12% 18-25 26-35 64% 36-45 >45
22%
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.
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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, the effectiveness 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

25
20
15
10
work experince
0 to 1 1 to 2 2 to 3 3 more
work experince 22 16 5 7
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
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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.
45 40 35 30 25 20 15 10 5 0 Series 3 full time worker 40 managers 4 chef 1 supervisers 3 asst manager 2
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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 of them 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 question helps us to know about the connection between employees length of employment and their received trainings.
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LINGTH OF EMPLOYMENT
0-12 MONTHS 1- 2years >3YEAR
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LINGTH OF EMPLOYMENT
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.
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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.
EVEALUATION OF TAINING
Important Necessary Just a routine
4% 18%
78%
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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 to get 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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IMPORTANCE OF TRAINING
60
50
40
Axis Title
30
very importnt importnt nutral not satisfied
20
10
Axis Title
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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.
SATISFACTION OF TRAINING
6% 15%
Not Satisfied 25% 54% Neutral Like It Very satisfied
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.
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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 selfdevelopment.
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 in helping the hotels Human Resource Development.
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Hotel staff training

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TRAINING AND DEVELOPMENT IN HOTEL INDUSTRY

I would like to acknowledge my wholehearted thanks to

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ORGISATIONAL PROFILE: Hotel Mintflower

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To gain an understanding of the different training method.

To have an idea about the different management Development programs.

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REVEW OF LITRITURE HUMANRESOURCE MANAGEMENT

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TRADITIONAL AND MODERN APPROACH OF TRAINING AND DEVELOPMENT

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TRAINING AND DEVELOPMENT OBJECTIVES

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IMPORTANCE OF TRAINING AND DEVELOPMENT

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Image Training and Development helps in creating a better corporate image.

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TRAINING AND DEVELOPMENT PROCESS

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THE TRAINING PROCESS Training Cycle

PLANNING THE TRAINING

CARRYING OUT THE TRAINING

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3. Whats your previous hospitality education: (e.g. school, education, time.)

Please specify, ______________________________________________

4. Previous hotel working experience:

5. How long have you been working in this hotel?

More than 1 year

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6. Position: ____________________________________ (e.g. Waitress, chef, supervisor)

7. Did you have training when you started?

If yes, for how long? ______________________________

If no, you can skip question 8.

8. What is the training about?

Hotel general introduction

Computer system usage

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9. How was the first training you attended?

Not important Why? __________________________________

10. How often is training held in the hotel?

Just once in the beginning when work started

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11. The trainings in the hotel are:

12. Do you have to apply for the trainings?