Enhancing Customer Experience through Training and Technology Adoption

A hotel company should prioritize employee training to enhance their skills in serving guests and increase sales. Additionally, the company should hire an external trainer who can provide knowledge about technologies and market trends to help employees stay updated. This will enable them to better serve customers, leading to increased sales and customer satisfaction.

Research Project

TABLE OF CONTENTS
Task 1...............................................................................................................................................3
1.1 Research project outline specification...................................................................................3
1.2 Factors that contribute to process of selection of this research project.................................4
1.3 Critical review........................................................................................................................4
1.4 Research report specification.................................................................................................7
1.5 Research plan.........................................................................................................................7
Task 2...............................................................................................................................................8
2.1 Research questions.................................................................................................................8
2.2 Undertaking proposed research investigation........................................................................9
2.3 Recording and collection of data...........................................................................................9
Task 3.............................................................................................................................................10
3.1 Research evaluation techniques...........................................................................................10
3.2 Interpretation........................................................................................................................11
3.3 Recommendations................................................................................................................14
Task 4.............................................................................................................................................14
References......................................................................................................................................15

Research Title
“To analyses the impact of Employee's training and development in improving sales of the
organization; A case study of Hilton hotel.”
TASK 1
1.1 Research project outline specification
Globalization and trade liberalization are two major factors that are forcing to the
corporations for improving their product's quality. Hilton hotel is one of the leading brand ,
operating tremendous in the international market. The organization is continuously working on
innovation, forward-thinking that has made the firm the leading band of the hospitality industry.
Competition is very high to sustain in such environment it is essential to have some unique
feature and services. Marriott etc. are big competitor of the entity that create pressure on the firm
to improve its services and to satisfy consumers so that they be loyal towards the firm and be
connected with the brand for longer period. If an organization is able to understand the needs and
desires of service users then it would be able to provide them effective services by this way sales
of the firm will get improved to great extent.
Employees are the assets of the company, if workers are talented and offers attractive
services to the consumers as per their needs then people will like the brand and they will come
again and again in the firm. It will create unique image of the corporation in front of customers.
For the present research Hilton Hotel is being taken into account. Current report will discuss the
impact of employee's training and development on sale performance of the company. Report will
look upon the several ways which can help in improving the sales volume of the organization.
Aim: Main goal of the research project is to identity the impact of employee's training on the
sales performance of the firm. Report is based on the case study of Hilton hotel.
Objective:
 To investigate the factors affecting employees training & development
 To determine the relationship between sales and training & development in the Hilton
hotel.
 To identify the impact of employees training and development in improving sales at
Hilton hotel

 To recommend way to improve sales with the help of employees training and
development at Hilton hotel.
Research Question:
 What are the main factors which affect employees training & development?
 What is the relationship between sales and training & development?
 What is the impact of employees training and development in improving sales at Hilton
hotel?
1.2 Factors that contribute to process of selection of this research project
The research project is based on the employee's training and development and its impact
on the sales performance of the organization. There are several factors that contribute in the
selection of this project. Ont of the major element is interest in the subject, researcher has huge
interest in this topic, That area of interest will support in collecting the relevant information
about the training techniques and its impact on the sales volume.
In this research, researcher will have to study deeply about the training techniques and it
will investigate that whether this development process are really impact positively in improving
the sales of the company or not. That would enhance knowledge and experience of the scholar.
Apart from this several issues which are currently faced by the workers of Hilton hotel will be
identified by the investigator. For increasing the knowledge and experience of the researcher,
this topic has been chosen by the scholar.
Previous many researches have been conducted on the same topic, so there is availability
of mass data that can be helpful in completion of the current research successfully. It is feasible
subject matter so quality research can be done on this topic and effective results can be found out
by the researcher on this subject matter.
1.3 Critical review
Factors affecting Employee's training and development
Workers are the key players of the organization. According to the Van der Heijden,
Schepers and Ordanini, 2013 training address the gap between required skills and current
capabilities of an employee and give them knowledge so that persons can fill this gap soon (Van
der Heijden, Schepers and Ordanini, 2013). Training needs is the main element that influence the
employee's training and development in the organization. If company fails to provide them

learning as per their legitimate grooming needs then this programs will not be considered as
valid. By this way people do not feel satisfy and still they will remain under skilled, by this way
they can not serve better to the customers.
As per the VanPatten and Williams, 2014 presence of experienced trainer is another
factor that can influence the training and development of the employees. Superior manager can
give them training and also company can hire external trainer for the development programs
(VanPatten and Williams, 2014). If they are giving them practical knowledge and experience
then people will be able to improve their skills by this way they will be developed and will feel
confident in the workplace. It will help in increasing their performance and they will serve better
services to the customers. Cheung, Kong and Song, 2014 has argued that learning objectives are
the main factor that define the overall success of the training and development programs
(Cheung, Kong and Song, 2014). Well define learning objective clarify the clear image in the
mind of instructor and learners that what is to be explained and people also know that what they
are going to learn. By this way correct information will be passed and that will help in making
the training program more successful.
Relationship between sales and training & development
According to the Ali-Hassan, Nevo and Wade, 2015 training is the activity which
supports to the employees in identifying the needs and desires of service users (Ali-Hassan,
Nevo and Wade, 2015). By this way they will be able to understand the necessity of the
consumers and will be able to provide them goods as per their demands. In the hospitality sector
completion is very high, traveler and other consumers always prefer to get high quality services
which is only possible if employees give them services as per their wants. By providing training
to staff members companies can enhance their knowledge and they will be able to satisfy
consumers, that will create brand image of the firm and people will serve better, it will enhance
sales of the organization to great extent. But if training is not proper then sales of the firm will
get reduced and it will create negativity in the mind of consumers.
Bagnoli and Vedovato, 2014 has argued that training and development programs can help
in motivating the workforce (Bagnoli and Vedovato, 2014). By this way they will be loyal
towards the firm and will contribute well in the success of the organization. By giving them
training about the latest technologies and equipment, company can develop their confidence and

they will be able to present own-self effectively in front of customers. That will help in satisfying
the consumers and people will give positive feedback about the company. Riggio, 2015 has said
that firms have to provide training to employees as per their needs, so that they can be developed
and contribute well in accomplishing the goal of the organization (Riggio, 2015 ). If management
is providing the non relevant training then company will not be able to get desired results that
will negatively impact on the sales volume of the corporation. Because employees will not be
able to deliver quality services to the consumers. So it is essential to provide training as per the
skill requirements for the job so that it can give benefit to both workers and entity.
As per the view of Sikora, Ferris and Van Iddekinge, 2015 training can increase
operational cost of the organization, so most of the companies generally hire internal person as
trainer so that individual can guide people well and can provide them practical knowledge
(Sikora, Ferris and Van Iddekinge, 2015). Some firms hire external trainers for the development
programs but due to this, expenses of the company can get enhanced. That reduces the overall
revenue of the organization. Author argued that with the help of practical guidelines, managers
can improve skills of the workers and people will be able to identify their lacking points and they
will get improved with this development programs. That will amend their performances and it
will help in the increment of sales of the corporation.
Impact of employees training and development in improving sales
Uppal, Mishra and Vohra, 2014 has argued that training and development programs are
very effective and improve skills of the staff embers. They become confident and deliver quality
services to the guest in the hospitality industry (Uppal, Mishra and Vohra, 2014). They identify
their problems and resolve them immediate. By this way consumers become loyal towards the
brand and they attached with the company for longer duration. That supports in increasing the
sales of the firm and revenues of the company can get improved.
According to the Choi and Lee, 2013 if staff members are incapable then they will not be
able to satisfy the consumer's demand (Choi and Lee, 2013). By this way guests will be negative
for the brand and they will give negative feedback to others as well. But by giving them training,
company can improve their skills and can make hem capable for the job. That would enhance
their performance and they will deliver quality services to users. Thus, sales of the organization
will get improved soon.

1.4 Research report specification
In the present research project, investigator will use the positivism approach that will help
in getting the appropriate findings. That can help in accomplishing the goal and objective of the
research project. In the current study, scholar will use the descriptive research design by this way
it will be able to find out the relationship between training and sales performance o0f the
organization (Taylor, Bogdan and DeVault, 2015). Data will be collected from the primary
sources and information will be gathered from managers of the Hilton hotel. For the study
researcher will fill up the questionnaire with mangers of the cited firm and for that 10 sample
size is being taken by the scholar. As managers can explain about the internal environment of the
organization, so they will better tell about improvement after getting training in their sales
figures.
1.5 Research plan
Activity 1
th
Wee
k
2
nd
Wee
k
3
rd
Wee
k
4
th
Wee
k
5
th
Wee
k
6
th
Week
7
th
Week
8
th
Week
9
th
Wee
k
10
th
Week
Determine
research
Topic
Literature
Review
Mapping up
research
methodology
Completing
Proposal
Prepare
questionnaire
Recording
Research and

carry out
Design graphs
for data
Analysis
Discussion
and
Conclusion
Editing and
Completing
final report
TASK 2
2.1 Research questions
The prime objective of this research project is to identify the impact of employee's
training & development on sales of the organization. By this way workers will be able to
enhance their capabilities. That would help them in delivery better quality services to the
customers. Relationship between sales and training will be illustrated in this study. For the
present report data is being collected through mangers of Hilton hotel.
Questionnaire:
1. Name
2. Age
3. Gender
4. Does giving training to the workers really impact positively on the sales of the Hilton hotel?
 Strongly agree
 Agree
 Disagree
 Strongly disagree
5. Does training programs impact on the sales of the organization?

 Yes
 No
6. Whether current employees are capable to sever better to consumers?
 Yes
 No
7. What is the impact of training and development programs on the firms?
 Increase motivation level of workers
 Increase operational cost
 Increase sales volume
 Other
8. Do you take feedback after training session with employees?
 Yes
 No
9. How do you measure the effectiveness of the training programs in the Hilton Hotel?
 Through customer's satisfaction or sales volume
 Through employees participation
 By taking feedback from employees
 By taking feedback from customers
10. Give suggestion for improving sales of the Hilton Hotel?
2.2 Undertaking proposed research investigation
For the present report researcher has collected the data from the managers of Hilton hotel.
In the cited firm there are many managers and number of employees work under them. They
monitor their daily activities and analyses their performance in the organization. Managers know
better about internal working environment and growth. So selection of managers as respondent is
beneficial as they can discuss effectively about the sales performance and impact on training
programs. Information can be collected through questionnaire, by this way they will be able to
share their point of views with the scholar (Wellington, 2015).

2.3 Recording and collection of data
Data collection is one of the important part of research project. For identifying the impact
of Training & development on the sales performance of the Hilton hotel researcher has collected
the information from the managers of the cited firm. They are close to the employees and can
better evaluate their performance after getting training. By this way effectiveness of training
programs can be measured by the management. Apart from this scholar has also used use
secondary sources, books, articles have been used by the investigator to accomplish the objective
of the organization.
TASK 3
3.1 Research evaluation techniques
Research methodology is the process of collecting data so that sound business decision
can be taken by the firm (Creswell, 2013.). For the present study, scholar has adopted the several
techniques: Research philosophy: It is the belief which explain the phenomenon of collecting the
data for the study. For the current investigation researcher has selected the positivism
approach (Silverman, 2016). It is the great approach and help the scholar in collecting the
relevant data for accomplishing he goal of the study. With the help of positivism
approach researcher will be able to determine the relationship between training and sales
performance of the organization. Research design: It is the technique which is used by the organization for integrating the
components in logical way. For the present report descriptive research design has been
selected by the scholar (Gioia, Corley and Hamilton, 2013). That has helped the
investigator in utilizing the data in the best possible manner. Research approach: In the present report researcher has used the inductive research
approach. It is an approach which starts with the observations and then theories are
developed by the researcher. That would help in successfully completing the study and
achieve the objective of the research. Data collection: It is an essential part of research project and finding are much more
depended upon the data collected by the researcher. For the present report data have been
collected from mangers of Hilton hotel. Scholar has also gone through previous studies

and some data have been collected from the books, articles, internet to draw a valid
conclusion (Vaioleti, 2016). Data analyses: Thematic analyses technique is being used by the scholar for the study
and with the help of graphs and charts it has presented the findings.
 Sampling: Questionnaire has been filled up with managers of Hilton Hotel and sample
size is being taken 10 for the study (Taylor, Bogdan and DeVault, 2015).
3.2 Interpretation
Theme 1: Giving training to the workers really impact positively on the sales of the Hilton hotel.
Strongly agree 5
Agree 3
Disagree 1
Strongly disagree 1
Interpretation: From the above report it can be said that five managers are strongly agreed that
training helps in increasing the sales of the Hilton hotel. Three managers are agreed that
training impact on the sales volume. One manager answered that it does not impact positively on
the sales of Hilton hotel. So it can be interpreted that training impact a lot in increasing the sales
performance of the organization. It helps in improving skills of the employees by his way they
will deliver quality services to customers thus, sales volume will get enhanced.
Theme 2: Current employees are capable to sever better to consumers?
Strongly agree Agree Disagree Strongly disagree
0
1
2
3
4
5
6
5
3
1 1
Column E

Yes 6
No 4
Interpretation: from the research it is found that six managers are agreed on it that employees of
the Hilton are capable to serve excellent services to the customers. Four managers are not agreed
with this point. So it can be said that Hilton is having skilled employees but still it is required to
train its staff members so that they can provide them services as per their needs.
Theme: 3 Impact of training and development programs on the firm
Increase motivation level of workers 3
Increase operational cost 3
Increase sales volume 4
Other 1
Yes
No
0 1 2 3 4 5 6 7
6
4
Column D

Interpretation: From the above research it is found that three respondent have said that training
increase motivation level of the workers and they feel confident. It impacts on their performance
and they perform better in the workplace. Three respondents said that training & development
programs increase operational cost of the company due to this, revenues of the firm can get
decreased. Four managers have said that by giving training to staff members company's sales can
be increased.
Theme 4: Do you take feedback after training session with employees
Yes 7
No 3
3
3
4
1
Increase motivation level of
workers
Increase operational cost
Increase sales volume
Other

Interpretation: From the discussion it is found that seven managers are agreed on it that they take
time to time feedback from the employees after giving them training. Whereas three managers
said that they do not take feedback.
Theme 5: How do you measure the effectiveness of the training programs in the Hilton Hotel?
Through customer's satisfaction or sales
volume
1
Through employees participation 2
By taking feedback from employees 3
By taking feedback from customers 4
Yes No
0
1
2
3
4
5
6
7
7
3 Column C

Interpretation: From the above research it is found that one manager has said that by looking
upon sales volume increment overall effectiveness of the training program can be measured.
Three managers of Hilton hotel said that taking feedback is great strategy that can help in
measuring the effectiveness of the training programs.
3.3 Recommendations
From the above discussion it can be recommended that Hilton hotel is performing well
and its staff members are skilled. But there is requirement of giving them training so that sales
performance of the company can get improved. Cited firm can provide them on job training by
there seniors, it will help them in getting practical experience so they will be able to identify the
needs of consumers and will be able to deliver them quality services. By this way customers will
be satisfied and they will be loyal towards the brand, By this way they will come again and again
to experience the services of hotel. Apart from this, company should hire external trainer who
can guide them with the external market and can give therm good knowledge about technologies.
By this way they will be able to serve good to guests and that will help in increasing sales of the
organization.
0
1.5
3
4.5
1
2
3
4
Column E

TASK 4

REFERENCES
Books and Journals
Ali-Hassan, H., Nevo, D. and Wade, M., 2015. Linking dimensions of social media use to job
performance: The role of social capital. The Journal of Strategic Information
Systems. 24(2). pp.65-89.
Bagnoli, C. and Vedovato, M., 2014. The impact of knowledge management and strategy
configuration coherence on SME performance. Journal of Management &
Governance. 18(2). pp.615-647.
Cheung, C., Kong, H. and Song, H., 2014. How to influence hospitality employee perceptions on
hotel brand performance?. International Journal of Contemporary Hospitality
Management. 26(8). pp.1162-1178.
Choi, J. H. and Lee, K. P., 2013. Effects of employees' perceptions on the relationship between
HR practices and firm performance for Korean firms.Personnel Review. 42(5). pp.573-
594.
Creswell, J. W., 2013. Research design: Qualitative, quantitative, and mixed methods
approaches. Sage publications.
Gioia, D. A., Corley, K. G. and Hamilton, A. L., 2013. Seeking qualitative rigor in inductive
research: Notes on the Gioia methodology. Organizational Research Methods. 16(1).
pp.15-31.
Riggio, R., 2015. Introduction to industrial and organizational psychology. Routledge.
Sikora, D. M., Ferris, G. R. and Van Iddekinge, C. H., 2015. Line manager implementation
perceptions as a mediator of relations between high-performance work practices and
employee outcomes. Journal of Applied Psychology. 100(6). pp.1908.
Silverman, D., 2016. Qualitative research. Sage.
Taylor, S. J., Bogdan, R. and DeVault, M., 2015. Introduction to qualitative research methods: A
guidebook and resource. John Wiley & Sons.
Uppal, N., Mishra, S. K. and Vohra, N., 2014. Prior related work experience and job
performance: Role of personality. International Journal of Selection and
Assessment. 22(1). pp.39-51.