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Importance of Training and Development

Discuss about the Example of Higher Education Institutions.

The main operation of every hotel in the hospitality industry in to serve people and in order to accomplish same in an appropriate manner, it is necessary that employees should be appropriately trained for same. The in-house department is that sector of the hotel industry which doesn’t get the limelight often but is one most crucial part (Alamu & Dwyer, 2017). The role of the department is to keep track of all the happening and workflow in the hotel. Present report revolves around the importance of training and development for hospitality sectors. Further, the main focus has been made of Hotel Hilton in order to assess the same in detail. The participants for training and development program have been discussed in detail along with program plan which will be executed by the organization. The report ends up with feedback and evaluation relating to plan so that appropriate consideration could be made relating to same.

Hilton Sydney is wonderfully located right in the heart of the city by outstanding outlook and in a suitable way towards Sydney’s famous attractions, comprising: Darling Harbour, Sydney Harbour Bridge and Bondi Beach providing special services for business or leisure. The hotel provides facility to visitors selecting from a variety of lodging from guests room to large suites. Meet and accomplish business in their Hilton Sydney also has classy bars with dining through celebrity chef or restaurateur Luke Mangan in famous glass brasserie along with 28 reunion and conference rooms or get vigorous at Living Well Premier Health Club along with 25cm swimming pool and also gym services. It even provides the facility for getting relaxed on top of the terrace at Zeta Bar and has live music at iconic Marble Bar. Further, it comprised of biggest hotel conference room in Australia and was formerly of planning and constructing conference room, events and exhibition industry intentionally. The hotel provides four devoted levels of rooms totalling 4000 square meters along with United facility for 3000 delegates. Board of authorities at conferencing and meetings are involved the majority of people who were engaged into staging the Sydney 2000 Olympics and helped in designing blueprint of the hotel’s event and conferencing services to make sure that they not just met but beat world standards. If we talk about characteristics that Hotel Hilton Sydney involves at present than it comprises: 23 occasion and conferencing rooms containing Grand Ballroom, State Room, and Exhibition Room for more than 100 booths, 10 especially functions and getaway room, 7 Hilton meeting rooms, 2 boardrooms,  a business centre and discussion secretariat offices. Hilton Sydney has made Australia’s most superior audiovisual, sound and display technology in its task room. Staging connections, in-house experts into business event production, are on the spot towards building memorable function experiences for each and every size and budget.

Participants for Training and Development

Importance of employee training and development in hotel industry can’t be overemphasized; the reason behind the same is that the main objective is customer happiness. Workers in all aspect of hotel industry starting from dishwashers to managers and owners influence visitor’s experience. If employees are not well-trained, this may result in getting off track by guests who will disturb the bottom line. Training of employees involves a huge amount of funds, but if we compare it with benefits, it will be more important than expenses engaged.

Training is a necessity for acquiring best results from the training program, parts in which development is required should be targeted (Bolden, 2016). For instance, if it is observed that visitors are complaining more about food quality and its service, then more focus should be given to these two areas.  For bringing improvement in these two areas, they can induce cooks to join in company-paid cooking classes or get in servers from famous restaurants to offers instruction to new staff. The significance of these efforts will be noticeable when grievances of customers resolve and when it is started to observe a boost in replicate business, the same proves the importance of training in specified areas. It is vital for every organisation to start training for employees who are new, directing them to the criterion of organisation’s functioning process and details of their work. Doing so placing right person in the right job from the start of their service and stops the growth of bad habits. Job training for new employees must go well ahead of the initial point of reference which generally aims at strategy and benefits of employees (Geerlink & Lashley, 2018). Constant training can contribute greatly to the progress of the company. When an organisation spends more on the training of new employees, they might be encouraged to do best of their ability. Proper training promotes the ability to establish potential superstars who may be transferred into leaders. Focused training comprises trickle-down results. Employees who are new to the organisation will obviously learn from existing employees who are well-trained that what the best ways are to increase the satisfaction of customers.

Employee’s development is important in order to offer a constant level of visitor’s satisfaction. Once a company has created its status for outstanding service, the company may choose best performers to get part in further training to be connected with promotions. Company’s spending in development of new managers and administrator’s shows company’s trust among people who are being worked for them.  The hospitality industry by high-turnover rates can assist from preparing excellent individuals.

Explanation relating to requirement of above program

Offering incomplete interest towards training and development may influence business’s capacity to stay competitive. Hospitality is fast paced and continuously developing. Guchait & et al. (2016), asserted that the finest manner to strike competitors might be through making sure in functioning everyday requirements like retaining extremely high levels of maintenance or ensuring front desk employees are skilled with computers and other technical equipment involved into their occupation. Regularly revisiting customer service training for example how to deal with customers in positive as well as negative conditions could guarantee guests have their stay and leave with plans to return.

Every hotel aims for guest satisfaction. Hilton Hotel lays a little more emphasis on guest satisfaction and needs is one of the most shining hotel chains in the world. A hotel comprises of both front end and back end departments (Hotel Hilton Sydney Fact Sheet, 2016). The front end department is the charming show of the hotel that is responsible for welcoming the guests and ensuring their services meet the expectations. On the other side of the coin, the back end that doesn’t get to be the “show part” of the hotel, manages all the background functioning. On top of these, sit the Human Resource department. Every hotel industry has a human resource department which is responsible for both recruitment and training of the employees.

The program to train the in-house department must keep in mind to address not only the front desk but also the back end department. The following could be the participants in the program:

  • Managers
  • Duty managers
  • Housekeeping department
  • Cooking crew
  • Receptionists
  • IT department
  • Contact centre

All of the above tend to comprise a hotel industry and are said to be building blocks for a successful empire. The in-house training and development program shall be initiated to enhance the performances and worth of these key players in the hotel.

Managers must be trained to keep the hotel in form and well-functioned. Emphasis must be lied to make them more presentable. They must be free from biased attitude and must learn to cope up with colleagues. The duty managers, further, serve as the substitute to managers. Training the duty managers will benefit the industry by the means that they will be able to assist fellow mates more effectively (Jani & Han, 2014).

Housekeeping is one of the most important tiers in the hotel industry. Enhancing this department with training will help to deliver more satisfactory services to the guests.

Taste is what the human lives for. Ensuring healthy, finger-licking food to the guest is one prime dharma. A trained crew will be able to assure satisfied guests.

Reception is the first thing a guest interacts with. Training this department will help in attracting more no. of guests.

IT department is responsible for keeping intact all the databases of the guests’ information. A single discrepancy in the confidential information might lead to loss of trust by the guest and may damage the hotel’s information. A proper program will help understand the people of this department to work efficiently.

The contact centre is the base of the hotel. The employees in this department will help in delivering better offline services.

The above-specified participants will benefit the program through playing the specified role in an efficient manner. As it is necessary for each of the participants to put maximum effort in accomplishing the provided duty in a prominent way in order to attain the main objective of the organization, i.e. serving customers in a best way. The role of each participant is connected with each other as the main objective of the company is one for all (Johnson, Park & Bartlett, 2018). For instance, effective evolvement of IT department would assist in maintaining the data in an appropriate manner as well as to provide the data in case the same is required. Thus, the information will assist in resolving the issue as details could be extracted to ascertain the responsible person for the specified operation.

A training program for Hilton Hotels should keep in mind all the targeted and weaker areas of the in-house department. Since new recruits further become the future of the industry, the main focus must be on training them efficiently. Proper product training must be provided to the new hires, to make them attract new guests efficiently. New employees learn from well-trained workers optimum ways to advance customer satisfaction (McPhail & et al. 2015). Having a formalized way of interacting with the guests may generate good results, but personalizing with the, will generate best results. It also helps to connect with the guests. Each hotelier must learn customer service skills to make the guests feel homely.

On the job training is a prime process that builds an efficient and quality of the workforce. Since the human capital industry places a key role in functioning, it should be trained well to work smoothly. There are several activities that comprise the entire plan for the productive training and development of the in-house department of the Hilton Hotels. Below are described the activities along with the objectives they tend to serve. Moreover, a complete method of delivery is provided to brief out the flow of each process.

Activities

Objectives

Method of delivery

Conferences or Lectures

The objective behind same is to transmit the knowledge to the staff, by wordings. The main agenda is to deliver the theoretical knowledge about the hotel verbally.

This process of training and development will be done through continuous lectures. The lecturer in this process can also ask questions with the staff to test the knowledge which is gained. It keeps a regular check on the amount of knowledge employee posses about the hotel.

Discussion within management

This is aimed at exchanging opinions within the staff of the industry. Its motive is to allow the staff to share new ideas (Ravichandran, Powers & Kirby, (2015). A constant conference is organized to ensure a regular flow of new ideas and policies.

Here, a typical interactive meeting is carried out to see the communication skills the staff posses. The employees are asked to share their ideas that help in discovering new policies. They are trained to speak up and raise their voice. Regular conferences are conducted to ensure constant communication and flow of ideas.

Training sessions

This aims at training the employees to assent the importance of accepting others opinions. The employees should learn how to tackle new cases arising in the hospitality industry.

A case is presented by the trainers to the trainees in order to let them asses the case and find out solutions. The trainer evaluates the decision-making process of the employees in various different situations. Each time a different case is given to allow the staff to learn to control all the kinds of situations.

Making employees understand their role

The trainees get to use their knowledge in real time. Sheehan, Grant & Garavan (2018), Asserted that main objective of this process is to ensure that each employee is capable of enacting multiple roles. It also teaches the employees to learn the different roles that are played at various levels in the hospitality industries. Its motive is to teach voice modulation for a proper personalizing.

This goes along with the lectures wherein the trainer might ask the trainee to enact a certain role which might be irrelevant to his department. It helps in making the employees versatile. The employees are assigned various roles to allow them to tackle several different role plays. This is regardless of what position the employee is currently on. The voice modulation is taught to employees for acquiring a better way of personalizing.

Meeting relating to a reassessment of activities of each participant

It aims at demonstrating the entire product knowledge to the trainees and the tools that are required to function. It trains the employees about each of the policies and working of the entire chain of the hotel (Torres & et al. 2015).

Unless a hotelier has no knowledge about his hotel, he will not be able to ensure guest satisfaction. This process ensures that the employees know their tasks well. A proper training module is set up to demonstrate the entire working process, the history and dharma of the hotel. The employees are then asked to give evaluation tests to prepare their report cards for assessment.

In words of Wang, Tsai & Tsai,  (2014), training can be referred as a procedure of teaching regarding information as well as the implication of same. The most important variant of training is a trainer. It is vital for a trainer to be eager, active and really concerned in the subject as well as reaching his or her message to everyone will induce the best response from trainees. Trainers who don’t have a concern in training and who have a minute or no eagerness for the issue of the training are not successful. Trainer which is inexpert is fast recognized by the trainees, who respond with inattentiveness, tiredness, disobedient manners and lack of training sessions.

If the trainer wants that the training should show results which were expected of him, it all lies in the hands of them only. It is the responsibility of trainer only to make sure that the trainees attain most probably from training. The success rule of training is the bond that builds up among trainer and trainee. In order to create helpful training conditions, there must be respect and faith in the management (Zaitseva,  Goncharova & Androsenko, 2016). In case of the trainer, he has to be concerned to make sure that trainees who are weak should operate to the highest possible level also, at the same time trainee should put faith in themselves to accomplish the task. Into this state, the trainer is said to be a motivator to motivate trainees.

The hospitality sector is not merely limited to delivering guests quality services but is more related to providing services that will be on-time delivered, fulfil with appropriate employee attitude, knowledge, skills and content (Zaitseva & et al. 2017) . This could be possible only with the real-time application of the apt training and development processes. This should felicitate the personal growth on both private and professional front. The employee structure must be chosen effectively in Hilton Hotels, and the human resource department must have authority for proper management of the employees. Training is not something which should be practised only occasionally or periodically but should constantly be practised in order to ensure efficiency of employees.

Conclusion

The training segment of a program not only provides assistance in the completion of all operation and activities within time but also assist in enhancing the quality of service provided by each participant. The training and development are referred as a major need for the hospitality industry. Hilton Hotels, being a golden tier in the industry, has developed a crucial need for the same. The above study depicts the fact that success of training depends on the existence of a bond between trainer and trainee. Thus management of Hotel Hilton is recommended to emphasize on same in order to attain overall predetermined objectives.

References

Alamu, A. P., & Dwyer, R. J. (2017). Strategic steps for Nigerian hospitality human capital development. World Journal of Entrepreneurship, Management and Sustainable Development, 13(4), 318-333.

Bolden, R. (2016). Leadership, management and organisational development. In Gower handbook of leadership and management development (pp. 143-158). Routledge.

Geerlink, A., & Lashley, C. (2018). What effects do student jobs have on the study performance, competency and career development of hospitality management students. Research in Hospitality Management, 7(2), 121-126.

Guchait, P., Lee, C., Wang, C. Y., & Abbott, J. L. (2016). Impact of error management practices on service recovery performance and helping behaviors in the hospitality industry: The mediating effects of psychological safety and learning behaviors. Journal of Human Resources in Hospitality & Tourism, 15(1), 1-28.

Hotel Hilton Sydney Fact Sheet. (2016). (Online). Available through < https://www.hiltonsydney.com.au/assets/files/media_pr/aboutHiltonSydney.pdf>.[Accessed on 18th May 2018]

Jani, D., & Han, H. (2014). Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, 11-20.

Johnson, K. R., Park, S., & Bartlett, K. R. (2018). Perceptions of customer service orientation, training, and employee engagement in Jamaica’s hospitality sector. European Journal of Training and Development.

McPhail, R., Patiar, A., Herington, C., Creed, P., & Davidson, M. (2015). Development and initial validation of a hospitality employees’ job satisfaction index: Evidence from Australia. International Journal of Contemporary Hospitality Management, 27(8), 1814-1838.

Ravichandran, S., Cichy, K. E., Powers, M., & Kirby, K. (2015). Exploring the training needs of older workers in the foodservice industry. International Journal of Hospitality Management, 44, 157-164.

Sheehan, M., Grant, K., & Garavan, T. (2018). Strategic talent management: a macro and micro analysis of current issues in hospitality and tourism. Worldwide Hospitality and Tourism Themes, (just-accepted), 00-00.

Torres, E. N., Adler, H., Behnke, C., Miao, L., & Lehto, X. (2015). The Use of Consumer-Generated Feedback in the Hotel Industry: Current Practices and Their Effects on Quality. International Journal of Hospitality & Tourism Administration, 16(3), 224-250.

Wang, C. J., Tsai, H. T., & Tsai, M. T. (2014). Linking transformational leadership and employee creativity in the hospitality industry: The influences of creative role identity, creative self-efficacy, and job complexity. Tourism Management, 40, 79-89.

Zaitseva, N. A., Goncharova, I. V., & Androsenko, M. E. (2016). Necessity of changes in the system of hospitality industry and tourism training in terms of import substitution. International Journal of Economics and Financial Issues, 6(1).

Zaitseva, N. A., Ilina, E. L., Nikolskaya, E. Y., Romanova, M. M., & Larionova, A. A. (2016). The Main Strategic Directions of the Education System Development (on the Example of Higher Education Institutions on Personnel Education for the Hospitality Industry). International Journal of Environmental and Science Education, 11(16), 9155-9168

Zaitseva, N. A., Larionova, A. A., Minervin, I. G., Yakimenko, R. V., & Balitskaya, I. V. (2015). Foresight technologies usage in working out long term. Forecasts of service and tourism personnel training system development. Journal of Environmental Management & Tourism, 6(2 (12)), 410.

Zaitseva, N. A., Larionova, A. A., Morozova, M. A., Yakimenko, R. V., & Balitskaya, I. V. (2017). Building a Strategy of Development of Hospitality Industry on the Basis of Improvement of the System of Personnel Training. In Integration and Clustering for Sustainable Economic Growth(pp. 507-517). Springer, Cham.

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