RESEARCH PROJECT 1. Organisational Background 1 1.2 Aims & Objectives 1 1.3 Research Question 2 1.4 Importance of Staff Training and Development in Customer Service

RESEARCH PROJECT

Table of Contents
1. INTRODUCTION.......................................................................................................................1
1.1 Organisational Background...................................................................................................1
1.2 Aims & Objectives.................................................................................................................1
1.3 Research Question.................................................................................................................2
1.4 Importance of the study.........................................................................................................2
2 Literature Review..........................................................................................................................2
2.1 Concept of staff training........................................................................................................2
2.2 Theories and model of staff training......................................................................................2
2.3 Concept of development........................................................................................................3
2.4 Theories and model of development......................................................................................4
2.5 SERVQUAL Model...............................................................................................................4
2.6 Importance of staff training and development in customer service......................................5
2.7 Conceptual Framework..........................................................................................................6
3. RESEARCH METHODOLOGY.................................................................................................7
3.1 Research Onion......................................................................................................................7
3.2 Research Philosophy..............................................................................................................7
3.3 Research Approach................................................................................................................8
3.4 Research Design.....................................................................................................................8
3.5 Data Collection methods........................................................................................................9
3.6 Data Collection techniques and tools.....................................................................................9
3.8 Ethical Consideration...........................................................................................................10
4. RESULT AND DISCUSSION..................................................................................................11
Findings and discussion.............................................................................................................17
5. CONCLUSION AND RECOMMENDATIONS......................................................................18
5.1 Conclusion...........................................................................................................................18
5.2 Linking with objectives........................................................................................................19
5.3 Recommendations................................................................................................................19

5.4 Limitation of the study ........................................................................................................20
5.5 Further scope of the study ...................................................................................................21
REFERENCES..............................................................................................................................22
Appendix........................................................................................................................................24
Appendix- 1...............................................................................................................................24
Appendix- 2...............................................................................................................................24

1. INTRODUCTION
Hospitality business management mainly focus on the client satisfaction by offering the
luxurious services. In order to getting customer satisfaction staff training plays a most important
role in hospitality sector. The importance and value of the staff training has long been recognized
as the most important source for the betterment of the organization. In this high competitive
market businesses should required to hire a skilful workforce within the organization in order to
maintained the competitive game in the sector (Al-Ababneh and et.al., 2017). The main purpose
of this research is to identify the importance of training which is essential to design and
implemented the strategies properly. However, the intent of the study is to access the importance
of training in work field.
Throughout this research the training system operated in Marriott hotel which will be examined
in this report by applying the different techniques and approaches of research methodologies. On
the same side, there are various factors which influence the industry like environment,
technologies trends etc.
1.1 Organisational Background
Marriott is an international hotel brand that also manages and franchises a broad portfolio
of hotels and related lodging facilities. Marriott is ranking on the third position internationally.
Overall, Marriott has 7003 properties in almost 131 countries. It has been analysed by the
research that Marriott gave excellent services and training to their employees (Kruja, Ha, Drishti
and Oelfke, 2016). Also Marriott HR policies are very attractive and competitive to get the best
work from the employees. Due to best training most of the employees are love to stay with
Marriott as long.
1.2 Aims & Objectives
In order to analyse the further study researcher selected aims and objectives. Like the
intent of the study is to analyse the significance importance of training process for employee and
customer satisfaction within Marriott hotel (Badran and Khalifa, 2016).
Aims : To analyse the significance importance of staff training in the development of customer
satisfaction in hospitality industry. “A case base on Marriott”
Objectives :
 To determine the ways to improve customer service in the case of Marriott Hotel and
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Resort.
 To identity the techniques used by Marriott for providing Training & Development to
employees.
 To critically evaluate the importance of training & Development process of Marriott.
1.3 Research Question
In order to conduct the research aim successfully, it is necessary to take support from the
research question. Present research question are as follows:
Q. How does ongoing training helps Marriott hotel in proper functioning ?
Q. What are the development can taken by the Marriott for better customer service ?
Q. How Marriott full fill the customer requirements within the training process.
Q. What are the important areas for the training process ?
1.4 Importance of the study
Present study has been evaluating the concept and significance of employee training for
customer satisfaction (Subramanian, Gunasekaran and Gao, 2016). This research also helps to
researcher to identifying the importance of staff training process within the large organisational
level. Researcher also getting deep knowledge of issues related to understand the process of
training & development. However, hospitality sector has to focus on the services provided to
customers and also make sure to fill the all gaps in the services. Otherwise, this may cause to the
brand value and low satisfaction growth.
2 Literature Review
2.1 Concept of staff training
Rose and Gallivan (2019) state that training is one of the essential process for hospitality
industry and it is the concept of teaching some skills that helps to effectively perform their jobs.
Further, it is the broad concept which refers to the teaching and learning activities that carried
out for primary purpose which assist members to applied their job effectively. On contrary, as
per the opinion of Erath and et.al., (2019) training also helps in every stage of work and also
keep themselves updated with this changing world, technology and ethics.
2.2 Theories and model of staff training
As training is an essential process and there are various models that helps to provide the
employees proper training in better manner. These are system model and transactional model.
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System Model
As per the view of Buckel and et.al., (2019) system model is one of the effective model
that improve the performance level of staff in Marriott. This is based upon five phases such as:
Analyse
Its aim is to focus on the needs of training and even the management of Marriott also
analyse the performance status of staff and determine the loopholes. Thus, this phase describe
which department needs the training session.
Design
This phase provide training to meet the needs that is already identified in first phase.
Through this, the management structuring the content and develop objectives of training.
Developing
It is the third step in which the firm help staff so that they can learn different activities of
industry (Model of training, 2018). It also assist staff to to understand about the delivery methods
and examine material for training in order to make sure that they accomplish aim and objectives.
Implementation
It is the fourth step in which the training methods are implemented and also ensure that
the training procedure achieved the goals because one wrong step lead the industry towards
major business loss.
Evaluation:
It is the last stage which ensures each step helps to achieve the aim and as per the view of
Piciarelli and et.al., (2018) if it require any changes in order to improve the failure practice then
make necessary amendments as well.
2.3 Concept of development
Hopkins (2015) stated that staff development is another important process because it
helps to increase the job satisfaction and raise morale among employees as well. Thus, it not only
cover activities which improve job performance but also bring about the growth of personality.
On contrary, Hanko (2018) argued that development is the ongoing process that not only
improve individual's professional career but it also help in their personal life as well. Therefore,
staff development in Marriott refers to that process which demonstrate the crucial nature of
individual knowledge in order to perform the assigned duties with relation to achieve the long
term goals.
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