HRM IN Service Industry

HRM IN SERVICE INDUSTRY

Types of training in Hilton
Primary training: This type of training can be
considered as a part of induction process in which
hotel mainly intends to make new employees
familiar with the environment of organisation. The
mentioned venture use to give a basic training of
attending guests, servicing them and attending their
queries (Ng and Nudurupati,2010).

 On the job training: The said enterprise use to
train employee during working hours through
observation. Here, employees are instructed to
learn by seeing the work of seniors which is
considered as a best method of learning. The
employees are given grooming classes as well
under such training. This practice is considered
best way as employees can be made to learn on the
job without wasting extra money and efforts on
separate training (Mok, Sparks and Kadampully,
2013).

Off the job training: In this method, the employees
are sent to various workshops and seminars to other
places. This method of training is adopted by Hilton
to give more exposure to its workers and provide an
opportunity to gain upgraded knowledge and skills
(Barnard, 2012).

(Source: Mok, Sparks and Kadampully, 2013)

Benefits of training and its
contribution
 Improvement in efficiency: The training and
development sessions arranged by hotel helps to
make employees efficient in handling guests and
delivering them quality services. This makes the
perception of workers vast and positive so that
they can have the feeling of job satisfaction. The
training helps in increasing productivity of
workforce and they become able to give maximum
satisfaction to customers by their services (Ng and
Nudurupati, 2010). Moreover, HR department use
to compare the performances of employees with
previous performance.

Achieving desired objectives:The training helps the
HR department by achieving their desired aims in the
form of quality services delivered to guests. It also
confirms the satisfaction of employees which results
in reduced number of labour turnover (Lee, Lee and
Kang, 2012). The workers become efficient in
handling guests and solving their problems as well.

Benefits of training
(Source: Barnard, C., 2012)

REFERENCES
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality
management in hospitality, tourism, and leisure. Routledge.
Ng, I.C. and Nudurupati, S.S., 2010. Outcome-based service
contracts in the defence industry-mitigating the challenges.
Journal of Service Management. 21(5). pp. 656-674.
Barnard, C., 2012. EU employment law. OUP Oxford.Lee, S.M.,
Lee, D. and Kang, C.Y., 2012. The impact of high-performance
work systems in the health-care industry: employee reactions,
service quality, customer satisfaction, and customer loyalty. The
Service Industries Journal. 32(1). pp. 17-36.
Barnard, C., 2012. EU employment law. OUP Oxford.

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