The Effectiveness of Training Programs in the Hilton Hotel, UK

by

ACKNOWLEDGEMENT

I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible.

DECLARATION

I, [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

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ABSTRACT

This research aims to study the effectiveness of trainings programs in Hilton Hotel, United Kingdom. The study has conducted questionnaire survey for identifying the impact of trainings provided by Hilton Hotel, and it was observed that employees and staff members consider them to be very helpful in enhancing their skills, knowledge, and work performance. Furthermore, these trainings have contributed towards increasing service quality and enhancing customer services. Training and development are given to employee in order to develop them with the right skills that are required in their present jobs and that will also be helpful for them in future. In today's' constantly evolving and changing business environment, with increasing customer needs and demands, which in turn pressurizes companies and their employees. Training in an organisation is the function which identifies, develops and maintains those behaviours required for the organisation to reach its goals. This may be achieved through traditional training programs, or through changes m the operating system if that happens to be where the controlling contingencies are. Training and development has been observed to increase the knowledge and skills, which in turn enhance the delivery of services and activities in hospitality industry. Training and development of employees is important as it is a part of improved service quality which drives the performance of hotels. Providing trainings to the staff members of the hotels will increase employee morale, employee satisfaction, and their motivation level and will also help in retaining the employees.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

Research Background1

Research Aims and Objectives2

Research Questions3

CHAPTER 2: LITERATURE REVIEW4

Introduction4

Training6

Development7

The Training Trends8

Types of Trainings9

On-the-job Training9

Apprenticeship10

Vestibule Training10

Computer-Based Training (CBT)11

Barriers to Trainings and Development12

Training Effectiveness13

Theoretical Framework15

Attitude Theory15

Human Capital15

Motivation Theory17

Training and Development in Hospitality Industry18

CHAPTER 3: METHODOLOGY20

Research Method20

Overview of Qualitative and Quantitative Research Approaches20

Data Collection21

Literature Data Collection21

Primary Data21

Logistical and Ethical Consideration22

CHAPTER 4: FINDINGS AND ANALYSIS23

Results23

Analysis of Survey to Observe the Impact of Trainings in Hilton Hotel39

Role of Human Resource Department in Hilton Hotel40

Human Resource and Information Technology41

Increasing Employees' Productivity43

CHAPTER 5: CONCLUSION45

REFERENCES47

APPENDICES53

QUESTIONNAIRE53

INTERVIEW QUESTIONS63

CHAPTER 1: INTRODUCTION

Research Background

The development of every organisational change has created a significant impact in the business. Using the development of technologies and various applications of innovations, continuous development of different products and services, there is without any doubt it can be said that, nowadays the business valued more significance of its knowledge and resources. Although they have the modern technology that helps to run an organisation, the business leaders still believe in the power and ability of the human resources. The proposal here will help us understand the impact of training ...