Employee Training and Development Strategy for Akroma Plaza Hotel
Write a 2000-word proposal on risk and crisis management in the context of the Hospitality and Tourism industries, considering legal, financial, ethical, environmental, and sociocultural impacts.
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Added on 2022-10-19
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This project proposes a structured employee training and development strategy for Akroma Plaza Hotel to aid in the provision of unparalleled service delivery in the face of increasing customer expectations. Results of a needs assessment conducted on the establishment showed that employees were aware of their high-paced working environment and how uniquely work is carried out at Akroma Plaza Hotel. The proposed solution is a two-part training and development strategy based on the works of Noe, Hollenbeck, Gerhart and Wright (1994) and Noe (2010).
Employee Training and Development Strategy for Akroma Plaza Hotel
Write a 2000-word proposal on risk and crisis management in the context of the Hospitality and Tourism industries, considering legal, financial, ethical, environmental, and sociocultural impacts.
Added on 2022-10-19
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1
EMPLOYEE TRAINING AND DEVELOPMENT
STRATEGY FOR AKROMA PLAZA HOTEL
A CAPSTONE APPLIED PROJECT
BY: NADINE MAJDOUB
INDEX NUMBER: 43192018
An Applied Project Report submitted to the Department of Business Administration,
Ashesi University College in partial fulfilment of the requirement for the award of
Bachelor of Science degree in Business Administration
APRIL 2018
EMPLOYEE TRAINING AND DEVELOPMENT
STRATEGY FOR AKROMA PLAZA HOTEL
A CAPSTONE APPLIED PROJECT
BY: NADINE MAJDOUB
INDEX NUMBER: 43192018
An Applied Project Report submitted to the Department of Business Administration,
Ashesi University College in partial fulfilment of the requirement for the award of
Bachelor of Science degree in Business Administration
APRIL 2018
i
DECLARATION
I hereby declare that this Applied Project Report is the result of my own work and that
no part of it has been presented for another degree in this university or elsewhere.
Candidate’s Signature: ___________________________________
Candidate’s Name: Nadine Majdoub
Date: ___________________________________
I hereby declare that the preparation and presentation of the Applied Project Report
were supervised in accordance with the guidelines on supervision of applied projects laid
down by Ashesi University College.
Supervisor’s Signature: ___________________________________
Supervisor’s Name: Dr. Enyonam Canice Kudonoo
Date: ___________________________________
DECLARATION
I hereby declare that this Applied Project Report is the result of my own work and that
no part of it has been presented for another degree in this university or elsewhere.
Candidate’s Signature: ___________________________________
Candidate’s Name: Nadine Majdoub
Date: ___________________________________
I hereby declare that the preparation and presentation of the Applied Project Report
were supervised in accordance with the guidelines on supervision of applied projects laid
down by Ashesi University College.
Supervisor’s Signature: ___________________________________
Supervisor’s Name: Dr. Enyonam Canice Kudonoo
Date: ___________________________________
ii
Employee Training and Development Strategy
ACKNOWLEDGEMENTS
TO GOD BE THE GLORY...
First and foremost, I would like to show great appreciation to God Almighty for lovingly
guiding me to the completion of my project. To Him be all the glory.
I am also extremely grateful to the owners of Akroma Plaza Hotel for allowing me to do
my project on their marvellous establishment. I would also like to thank them and their
staff for graciously giving me all the information I required to complete my project
successfully.
I would also like to profusely express my appreciation to my supervisor in the person of
Dr. Enyonam Canice Kudonoo of Ashesi University College, who untiringly supplied me
with guidance and support throughout my project.
To my loving parents, Mr. and Mrs. Opong-Nyantekyi, I say a great thank you for all the
prayers you said for me and the support, comfort and motivation you provided me during
the course of my project. I would also like to thank my lovely sister, Nina Majdoub, for
all the emails of encouragement she sent me. To the rest of my family, I say a big
‘Medase, Nyame nhyira won beberee’.
I would also like to express my gratitude to the Business Administration department of
Ashesi University College for all the informative lecture sessions provided for my mates
and I for our projects.
Finally, I would like to appreciate my friends at Ashesi University College and beyond
for all the love and support they showed me, as well as the helpful suggestions they
provided.
Employee Training and Development Strategy
ACKNOWLEDGEMENTS
TO GOD BE THE GLORY...
First and foremost, I would like to show great appreciation to God Almighty for lovingly
guiding me to the completion of my project. To Him be all the glory.
I am also extremely grateful to the owners of Akroma Plaza Hotel for allowing me to do
my project on their marvellous establishment. I would also like to thank them and their
staff for graciously giving me all the information I required to complete my project
successfully.
I would also like to profusely express my appreciation to my supervisor in the person of
Dr. Enyonam Canice Kudonoo of Ashesi University College, who untiringly supplied me
with guidance and support throughout my project.
To my loving parents, Mr. and Mrs. Opong-Nyantekyi, I say a great thank you for all the
prayers you said for me and the support, comfort and motivation you provided me during
the course of my project. I would also like to thank my lovely sister, Nina Majdoub, for
all the emails of encouragement she sent me. To the rest of my family, I say a big
‘Medase, Nyame nhyira won beberee’.
I would also like to express my gratitude to the Business Administration department of
Ashesi University College for all the informative lecture sessions provided for my mates
and I for our projects.
Finally, I would like to appreciate my friends at Ashesi University College and beyond
for all the love and support they showed me, as well as the helpful suggestions they
provided.
iii
Employee Training and Development Strategy
EXECUTIVE SUMMARY
Akroma Plaza Hotel has had to step up its service delivery efforts to be able to
adequately deliver on its core mandate of service delivery as a hospitality establishment.
The purpose of this project is to aid the hotel in the provision of unparalleled service
delivery in the face of increasing customer expectations by proposing a structured
employee training and development strategy. Ghana’s hospitality industry has been
described as one of the major emerging markets in Africa and the atmosphere of the
country encourages its development with a relatively conducive political atmosphere.
However, aside being plagued with utility shortages and taxes, the industry faces the
issue of a poorly qualified pool of labour, from which all hospitality establishments must
recruit personnel. Located in Takoradi in Ghana’s Western Region, Akroma Plaza Hotel
is one not excluded from this issue as it strives to attain heights in hospitality.
Results of a needs assessment conducted on the establishment showed that
employees were aware of their high-paced working environment and how uniquely work
is carried out at Akroma Plaza Hotel. Accordingly, they felt training was extremely
necessary. Although other issues such as inventory management and staff motivation
were raised, it was recommended that a training and development strategy be proposed in
the hopes that it would help curb some of the issues. Literature reviewed ascertained that
training and developing employees resulted in reduced business costs and increased
motivation of employees. The proposed solution is a two-part training and development
strategy based on the works of Noe, Hollenbeck, Gerhart and Wright (1994) and Noe
(2010). Limitations of the project included distance barriers and it was recommended that
an inventory management system be developed.
Employee Training and Development Strategy
EXECUTIVE SUMMARY
Akroma Plaza Hotel has had to step up its service delivery efforts to be able to
adequately deliver on its core mandate of service delivery as a hospitality establishment.
The purpose of this project is to aid the hotel in the provision of unparalleled service
delivery in the face of increasing customer expectations by proposing a structured
employee training and development strategy. Ghana’s hospitality industry has been
described as one of the major emerging markets in Africa and the atmosphere of the
country encourages its development with a relatively conducive political atmosphere.
However, aside being plagued with utility shortages and taxes, the industry faces the
issue of a poorly qualified pool of labour, from which all hospitality establishments must
recruit personnel. Located in Takoradi in Ghana’s Western Region, Akroma Plaza Hotel
is one not excluded from this issue as it strives to attain heights in hospitality.
Results of a needs assessment conducted on the establishment showed that
employees were aware of their high-paced working environment and how uniquely work
is carried out at Akroma Plaza Hotel. Accordingly, they felt training was extremely
necessary. Although other issues such as inventory management and staff motivation
were raised, it was recommended that a training and development strategy be proposed in
the hopes that it would help curb some of the issues. Literature reviewed ascertained that
training and developing employees resulted in reduced business costs and increased
motivation of employees. The proposed solution is a two-part training and development
strategy based on the works of Noe, Hollenbeck, Gerhart and Wright (1994) and Noe
(2010). Limitations of the project included distance barriers and it was recommended that
an inventory management system be developed.
iv
Employee Training and Development Strategy
TABLE OF CONTENTS
ACKNOWLEDGEMENTS ................................................................................................ ii
EXECUTIVE SUMMARY ............................................................................................... iii
TABLE OF CONTENTS ................................................................................................... iv
CHAPTER 1: INTRODUCTION ....................................................................................... 1
1.1 Introduction ............................................................................................................... 1
1.2 Rationale for The Selection of Akroma Plaza ........................................................... 1
1.3 Company Profile ....................................................................................................... 2
1.4 Mission and Vision of Akroma Plaza ....................................................................... 3
1.5 Industry Analysis...................................................................................................... 3
1.5.1 Overview of Ghana’s Hospitality Industry ......................................................... 3
1.5.2. External Context of The Problem ...................................................................... 4
1.6 SWOT ANALYSIS ................................................................................................... 9
1.7 CONCLUSION ....................................................................................................... 11
CHAPTER 2: NEEDS ASSESSMENT ............................................................................ 12
2.1. Chapter Overview .................................................................................................. 12
2.2. Description of Needs Assessment .......................................................................... 12
2.3. Methodology .......................................................................................................... 13
2.4. Data Collection Process ......................................................................................... 14
2.5. Employer Insights .................................................................................................. 15
2.6. Management and HOD Insights ............................................................................. 18
2.7. Employee Insights .................................................................................................. 19
2.8. Summary and Analysis of Insights ........................................................................ 20
2.9. Problem Selection, Justification and Conclusion ................................................... 21
CHAPTER 3: LITERATURE REVIEW .......................................................................... 22
3.1. Training and Development ..................................................................................... 22
3.2. The Impact of Training and Development ............................................................. 23
3.3. Structuring Training and Development Programs ................................................. 24
3.4. Choosing Training Methods ................................................................................... 25
3.5. Transfer of Training ............................................................................................... 27
3.5. Factors Surrounding Employee Development ....................................................... 27
3.6. Conclusion.............................................................................................................. 28
Employee Training and Development Strategy
TABLE OF CONTENTS
ACKNOWLEDGEMENTS ................................................................................................ ii
EXECUTIVE SUMMARY ............................................................................................... iii
TABLE OF CONTENTS ................................................................................................... iv
CHAPTER 1: INTRODUCTION ....................................................................................... 1
1.1 Introduction ............................................................................................................... 1
1.2 Rationale for The Selection of Akroma Plaza ........................................................... 1
1.3 Company Profile ....................................................................................................... 2
1.4 Mission and Vision of Akroma Plaza ....................................................................... 3
1.5 Industry Analysis...................................................................................................... 3
1.5.1 Overview of Ghana’s Hospitality Industry ......................................................... 3
1.5.2. External Context of The Problem ...................................................................... 4
1.6 SWOT ANALYSIS ................................................................................................... 9
1.7 CONCLUSION ....................................................................................................... 11
CHAPTER 2: NEEDS ASSESSMENT ............................................................................ 12
2.1. Chapter Overview .................................................................................................. 12
2.2. Description of Needs Assessment .......................................................................... 12
2.3. Methodology .......................................................................................................... 13
2.4. Data Collection Process ......................................................................................... 14
2.5. Employer Insights .................................................................................................. 15
2.6. Management and HOD Insights ............................................................................. 18
2.7. Employee Insights .................................................................................................. 19
2.8. Summary and Analysis of Insights ........................................................................ 20
2.9. Problem Selection, Justification and Conclusion ................................................... 21
CHAPTER 3: LITERATURE REVIEW .......................................................................... 22
3.1. Training and Development ..................................................................................... 22
3.2. The Impact of Training and Development ............................................................. 23
3.3. Structuring Training and Development Programs ................................................. 24
3.4. Choosing Training Methods ................................................................................... 25
3.5. Transfer of Training ............................................................................................... 27
3.5. Factors Surrounding Employee Development ....................................................... 27
3.6. Conclusion.............................................................................................................. 28
v
Employee Training and Development Strategy
CHAPTER 4: SOLUTION GENERATION AND IMPLEMENTATION ...................... 30
4.1. Introduction and Overview..................................................................................... 30
4.2. Training Strategy .................................................................................................... 31
4.2.1. Planning and Preparation Phase ...................................................................... 32
4.2.2. Execution Phase ............................................................................................... 34
4.2.3. Monitoring and Evaluation Phase.................................................................... 35
4.3. Training Curriculum and necessary documents ..................................................... 36
4.4. Employee Development ......................................................................................... 36
4.5. Implementation Plans ............................................................................................. 38
4.6. Conclusion.............................................................................................................. 40
CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS .................................... 41
5.1. Key Insights............................................................................................................ 41
5.2. Limitations ............................................................................................................. 42
5.3. Recommendations .................................................................................................. 42
References ......................................................................................................................... 43
APPENDIX ....................................................................................................................... 46
Employee Training and Development Strategy
CHAPTER 4: SOLUTION GENERATION AND IMPLEMENTATION ...................... 30
4.1. Introduction and Overview..................................................................................... 30
4.2. Training Strategy .................................................................................................... 31
4.2.1. Planning and Preparation Phase ...................................................................... 32
4.2.2. Execution Phase ............................................................................................... 34
4.2.3. Monitoring and Evaluation Phase.................................................................... 35
4.3. Training Curriculum and necessary documents ..................................................... 36
4.4. Employee Development ......................................................................................... 36
4.5. Implementation Plans ............................................................................................. 38
4.6. Conclusion.............................................................................................................. 40
CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS .................................... 41
5.1. Key Insights............................................................................................................ 41
5.2. Limitations ............................................................................................................. 42
5.3. Recommendations .................................................................................................. 42
References ......................................................................................................................... 43
APPENDIX ....................................................................................................................... 46
1
CHAPTER 1: INTRODUCTION
1.1 Introduction
“Five-star service in a two-star hotel.” Akroma Plaza Hotel is situated in
Takoradi in the Western Region and has been operating for over a decade. However, in
its efforts to continue attaining heights in its line of work, it has encountered certain
challenges such as the quality of workforce in the Oil City (Takoradi), which it aims to
overcome. Moreover, the hotel has a high staff turnover due to staff mainly being
unqualified to handle the job positions they signed up for, a characteristic common in
Ghana’s hospitality industry (Mintah, Commey, & Kuuder, 2014). This is contrary to
Crain’s (2009) assertion that the human resources of a firm are the firm’s strategic assets,
in that, the unqualified human resources of the Akroma Plaza Hotel are a form of
impediment to achieving the firm’s vision of becoming a major player in the hospitality
industry. The purpose of this project, therefore, is to contribute to the achievement of the
hotel’s goals by formulating a training and development strategy aimed at improving the
skills and competencies of the hotel’s workforce.
1.2 Rationale for The Selection of Akroma Plaza
Having resided in Takoradi all my life, I have witnessed Akroma Plaza’s growth
from its establishment in 2002 into the industry giant it is currently. I have had the
pleasure of working there several times in different job roles including kitchen staff,
waitress, accounting intern and finally, temporary accountant. In all my periods of work
in this establishment, I have been able to observe not only the prevailing organisational
culture, but also the persistent situation of employee turnover. Upon further enquiry, I
was informed by both the Chief Executive Officer (CEO) and Chief Financial Officer
(CFO) of the challenge they are facing concerning poor employee performance.
CHAPTER 1: INTRODUCTION
1.1 Introduction
“Five-star service in a two-star hotel.” Akroma Plaza Hotel is situated in
Takoradi in the Western Region and has been operating for over a decade. However, in
its efforts to continue attaining heights in its line of work, it has encountered certain
challenges such as the quality of workforce in the Oil City (Takoradi), which it aims to
overcome. Moreover, the hotel has a high staff turnover due to staff mainly being
unqualified to handle the job positions they signed up for, a characteristic common in
Ghana’s hospitality industry (Mintah, Commey, & Kuuder, 2014). This is contrary to
Crain’s (2009) assertion that the human resources of a firm are the firm’s strategic assets,
in that, the unqualified human resources of the Akroma Plaza Hotel are a form of
impediment to achieving the firm’s vision of becoming a major player in the hospitality
industry. The purpose of this project, therefore, is to contribute to the achievement of the
hotel’s goals by formulating a training and development strategy aimed at improving the
skills and competencies of the hotel’s workforce.
1.2 Rationale for The Selection of Akroma Plaza
Having resided in Takoradi all my life, I have witnessed Akroma Plaza’s growth
from its establishment in 2002 into the industry giant it is currently. I have had the
pleasure of working there several times in different job roles including kitchen staff,
waitress, accounting intern and finally, temporary accountant. In all my periods of work
in this establishment, I have been able to observe not only the prevailing organisational
culture, but also the persistent situation of employee turnover. Upon further enquiry, I
was informed by both the Chief Executive Officer (CEO) and Chief Financial Officer
(CFO) of the challenge they are facing concerning poor employee performance.
2
Employee Training and Development Strategy
Accordingly, I became greatly interested in taking it up as an applied project due to the
interest I have in the field of Human Resource Management and my firm believe that a
firm’s human resources are its greatest source of competitive advantage. In this regard,
my aim for this project is to aid in the creation of a situation at Akroma Plaza Hotel
where its employees are the greatest force behind its competitive advantage and success,
rather than impediments.
1.3 Company Profile
Established in the year 2002 by the late Mrs. Gladys Ansah, Akroma Plaza Hotel
started operating as a restaurant dedicated to serving popular and palatable local and
continental dishes at comparably affordable prices. It is strategically situated close to
important locations in Takoradi such as the central police station, harbour, airport and
business centre. Essentially, after the introduction of infrastructural improvements,
Akroma Plaza Restaurant became Akroma Plaza Hotel in 2008. Currently, the hotel
features 61 well-appointed rooms, 4 conference halls, a gym and swimming pool
exclusively for lodgers, a restaurant and a café, as well as a play area for children
(Images found in the Appendix i). The conference facilities range from 25 seating
capacity to 1000 capacity to accommodate a large variety of events. Having commenced
in 2003 with 35 staff members, the institution presently operates with 118 staff members
due to expansion. There are four main departments in the organisation, namely the
Administrative, Food and Beverage, Kitchen and Housekeeping departments.
Akroma Plaza Hotel brands itself as the ‘pinnacle of hospitality’ and dedicates
every facet of its work to living up to this assertion by offering all its visitors a taste of
proverbial Ghanaian hospitality. It offers a stimulating environment for diverse
occasions, be it lodging, outing with family and friends, parties and conferences, among
others. Although its doors are open to all groups and categories of people, the hotel’s
Employee Training and Development Strategy
Accordingly, I became greatly interested in taking it up as an applied project due to the
interest I have in the field of Human Resource Management and my firm believe that a
firm’s human resources are its greatest source of competitive advantage. In this regard,
my aim for this project is to aid in the creation of a situation at Akroma Plaza Hotel
where its employees are the greatest force behind its competitive advantage and success,
rather than impediments.
1.3 Company Profile
Established in the year 2002 by the late Mrs. Gladys Ansah, Akroma Plaza Hotel
started operating as a restaurant dedicated to serving popular and palatable local and
continental dishes at comparably affordable prices. It is strategically situated close to
important locations in Takoradi such as the central police station, harbour, airport and
business centre. Essentially, after the introduction of infrastructural improvements,
Akroma Plaza Restaurant became Akroma Plaza Hotel in 2008. Currently, the hotel
features 61 well-appointed rooms, 4 conference halls, a gym and swimming pool
exclusively for lodgers, a restaurant and a café, as well as a play area for children
(Images found in the Appendix i). The conference facilities range from 25 seating
capacity to 1000 capacity to accommodate a large variety of events. Having commenced
in 2003 with 35 staff members, the institution presently operates with 118 staff members
due to expansion. There are four main departments in the organisation, namely the
Administrative, Food and Beverage, Kitchen and Housekeeping departments.
Akroma Plaza Hotel brands itself as the ‘pinnacle of hospitality’ and dedicates
every facet of its work to living up to this assertion by offering all its visitors a taste of
proverbial Ghanaian hospitality. It offers a stimulating environment for diverse
occasions, be it lodging, outing with family and friends, parties and conferences, among
others. Although its doors are open to all groups and categories of people, the hotel’s
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