Hilton Hotel Employee Training Survey

This assignment focuses on employee training practices at Hilton Hotels. It presents a survey with questions regarding employees' perceptions of training programs, their effectiveness, and areas for improvement. Topics covered include training frequency, perceived impact on job performance, identified barriers to training (e.g., time, money), preferred training methods, and the role of feedback in evaluating training effectiveness.

Title: “To analyse the impact of
training and development on the
performance of employees: A
study of Hilton hotel in UK”

ACKNOWLEDGEMENT
For the accomplishment of the present dissertation I would like to sincerely express by
earnest gratitude to my mentor who has provided me sufficient knowledge and greater support.
Further I would also like to thank my friends, colleagues and family members who have guided
me at every stage while conducting this dissertation. Through their support, I was able to
complete my thesis with effectiveness and in an accurate manner. Lastly in the series, I would
also like to state special thanks to my team members who have provided me huge assistance in
collecting relevant set of data and further analysing it.

ABSTRACT
Aim: “To analyse the impact of training and development on the performance of employees:A
study of Hilton hotel in UK”
Methodology: For carrying out the present dissertation with the aim of completing the in
systematic manner, the researcher has selected different types of research methodology.
Inductive research approach is used with qualitative techniques in order to met the research aims
and objectives in an effective manner. Further explanatory research design is used for carrying
out the present research. Along with this for collecting the information primary and secondary
research have been conducted in respect to get valid outcome. In primary research questions
were asked from 20 employees of Hilton hotel with the use of random sampling method.
Results: From the present study it has been identified that training and development is essential
for an organisation in respect to improve overall performance of an employees. Along with this
there are different methods which can be used by Hilton hotel regarding training which is
provided to employees. Further for improving the effectiveness of training management can take
feedback from its employees to who training was provided for developing their skills.

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................1
Background of study ..................................................................................................................1
Research problem .......................................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................6
Introduction ................................................................................................................................6
Concept and importance of training and development in hospitality industry..........................6
The impact of training and development on the performance of employees in hospitality based
organisation of UK....................................................................................................................10
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................12
Research Philosophy.................................................................................................................12
Research approach....................................................................................................................12
Research design.........................................................................................................................13
Data collection..........................................................................................................................13
Data Analysis............................................................................................................................14
Sampling...................................................................................................................................14
Limitation..................................................................................................................................15
Ethical consideration.................................................................................................................15
CHAPTER 4: FINDING/RESULTS.............................................................................................16
CHAPTER 5: ANALYSIS AND DISCUSSION OF FINDINGS................................................29
CHAPTER 6: CONCLUSION AND RECOMMENDATION.....................................................36
Conclusion.................................................................................................................................36
Recommendation.......................................................................................................................38
REFERENCES..............................................................................................................................39
Appendix.......................................................................................................................................42

CHAPTER 1: INTRODUCTION
Background of study
In the modern era, there are many organisations who are facing high competition because
of the changes in technology, political, globalization, economic factor etc. To enhance
performance and productivity it is important for these organisations to train their employees
which is one of the route to adjust them in the competitive market and increase their
performance. Further one of the main objectives of an organisation is to improve its productivity
but it cannot be possible without the efficient performance of employees.
The present report is based on Hilton hotel which is currently facing issues related
performance of employees. Employees play significance role within an organisation it is
important to provide them training and development facility for enhancing their skills and
knowledge. This assists them in completing their target on time and in an effective manner. In
Hilton hotel employees daily stay in contact with customers and clients in respect to provide
them services. All the services which are provided to guest should be of high quality in order to
retain them for the longer period of time (Nischithaa and Rao,2014). For this purpose, it is
important to provide employees training facility so that they can develop their different skills
which assist in delivering quality services to customers. There are two common training method
which can be used by the firm such as off the job training and on the job training method. This
both methods are very effective which assist firm in providing training and development
facilities to employees for accomplishing the success. Along with this, it can be stated that firm
can easily accomplish goals and objectives on time if its employees work more effectively and
effectively.
Training and development is basically deals with the acquisition of learning and understanding
the skills and practices which needed for dealing with customers. In fact, it can be stated that
training and development is one of the imperatives of human resource's management because it
leads to improving performance of an individual and organisation. At the Hilton hotel employees
make many mistakes at the time of providing a service to the guest (Raymond, Bawa and
Dabari, 2016). These mistakes can impact the quality of the work and consequently impact of the
organisations. This study intends to examine whether there is a link between training and
employees performance in Hilton hotel.
Aims and objectives
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Aim:
“To analyse the impact of training and development on the performance of employees:A study of
Hilton hotel in UK”
Objectives:
 What is the concept and importance of training and development in hospitality industry
 What are the different methods of training and development implemented by Hilton hotel
 What is the impact of training and development on the performance of employees in
Hilton hotel.
 What are the strategies of training and development through which employee
performance can be enhanced at Hilton Hotel.
Research questions
Formulation of research questions is one of the essential requirement because it assists in
constructing strong frameworks for the research. There are some research questions have been
formulated for the present research which are as follows:
 To understand the concept and importance of training and development in hospitality
industry
 To study the various methods of training and development implemented by Hilton hotel
 To analyse the impact of training and development on the performance of employees in
Hilton hotel.
 To recommend strategies of training and development through which employee
performance can be enhanced at Hilton Hotel.
Research problem
Neglecting the enhancing effects on the training of organisational employees by organisations
lead to negatively impact the overall performance of a firm. These also lead to increase in
providing low-quality services in the services sectors. Due to less training and development
facility employees of Hilton hotel unable to deliver quality services to their customers (Jehanzeb
and Bashir, 2013). This lead to impact sales as well as the profitability of the firm which unable
them to survive in the competitive market. The services provided by Hilton hotel is of poor
quality due to which it unable to retain the customer for the longer time. The present study is
based on analysing the impact of training and development facilities on employees' performance.
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Focus and purpose
The present study is conducted with the main purpose of analysis the impact of training
and development facilities on employees' performance of Hilton hotel. The main purpose of the
study is to analyses the gaps left by the previous researcher on the present topic. There are many
research conducted on the impact of training and development facility on employees
performance and its impact on organisation. It is important for Hilton hotel to provide training
and development facility to employees so that they can deliver quality services to customers.
Providing training and development facility is one of the important concept for the hospitality
industry (Mazerolle and Dodge, 2015). Along with this firm adopt different types of technology
for providing services to customers. For this purpose they need to trained employees so that they
can use new technology in an effective manner. There are different methods of training which
can be used by the firm in respect to provide training to employees. Selection of method is
depended on the way training required to employees as per their job. Along with this there are
some methods of training which charge no cost and that can be used by the Hilton hotel for
trained its employees in different field.
Framework and analysis 200
One of the essential step in the present research is to gather information from the reliable
sources in order to make right decision. This assist in driving valid conclusion and
recommendation. There are some steps in these regards which are as follows:
 Design of research: In the present dissertation explanatory research design will be used
which assist in getting meaningful information of the present topic.
 Research approach: For conducting the study inductive approach will be used which
help in moving from specific to general. In present dissertation, impact of training and
development facility on employees' performance will be analysed. This help in finding
out their impact on delivering services to clients.
 Research philosophy: Positivism research philosophy will be used in the current
research.
 Techniques of research: Qualitative techniques will be used for collecting and analyzing
the information.
 Methods for collecting the data: The present study is based on analyzing the impact of
training development program on employees performance. For this purpose both primary
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and secondary research will be used. For gathering the primary information survey
method will be used. In a survey questions will be asked from the employees of Hilton
hotel. On the other hand for secondary information will be collected through books,
articles, internet etc.
 Sampling techniques: The probability method will be used under which random
sampling techniques will be consider for selecting the respondent from the whole
universe. 20 employees of Hilton hotel will be taken into consideration so that specific
information can be gather related to the present topic.
 Analysis of data: For analysing the data qualitative techniques will be used. Thematic
approach will be used for analysing the impact of training and development program on
employees performance.
Chapter structure 200
A sequential pattern will be followed for undertaking a research topic in an appropriate
structure. This structure can be demonstrated by the following series of chapters which is
undertaken as a part of research study.
 Chapter 1: Introduction: In this chapter a clear cut frameworks will be provided on the
present research topic. This will include background of study, problem statement, aims
and objectives of the present topic. Different research tools and techniques used in this
research will be discuss at the end of this chapter.
 Chapter 2: Literature review: In this chapter, concepts and importance related to the
training and development session will be discussed. The impact of training program on
the performance of employees will be identified. Hence, this chapter will lay importance
on covering the aims and objectives of the present dissertation. Through undertaking
different books, journals in order to assessment of the different area of research study.
 Chapter 3: Research methodology: Different methods which are used for conducting
the research will be covered in this chapter. This it important for taking entire dissertation
in a right direction. Along with this, validation of using different technique in the present
research will be provided by the researcher.
 Chapter 4: Finding/ Results: In this chapter all the collected data will be presented in
the table and graphs form which further help in illustrating the findings.
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 Chapter 5: Analysis/ discussion of findings: In this chapter all the collected data will be
presented in thematic form. Further on the basis of results interpretation will be done.
 Chapter 6: Conclusion and recommendation: In the given chapter all the findings
which will be derived from the collection and analysis of data will be covered. Further
suitable recommendation will also provide in this chapter.
Potential significance
The present study is essential because it develops an understanding in relation to the
impact which training and development program have on the employees performance. This help
in enhancing the skills and knowledge of employees related to work which will be very effective
in delivering the high quality services. The present dissertation will provide importance to the
following:
 This research will be very effective for the hospitality organization in respect to
identifying the gap in their training and development program (Jehanzeb and Bashir,
2013). Further Hilton and other hotels can take different steps in respect to providing
training facility to employees.
 It will assist in providing analyst for preparing an overview on the impact of training and
development facility on employees performance.
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CHAPTER 2: LITERATURE REVIEW
Introduction
The second chapter of the dissertation is literature review which is one of the important
part of the dissertation. In this chapter, there are the different view of a various researcher in
presented on the present topic. All the information which is collected in this chapter is from
secondary sources which assist in carrying out further study. Hence, literature review help in
filling the gap which is left in the previous investigation. Along with this, different opinions of a
researcher is critically evaluated which assist in building the strong theoretical base for the
present subject. Therefore, in the present study, the literature review will cover the importance of
training and development in the hospitality industry. Along with this, it covers different methods
of training and development used by the Hilton hotel. Lastly, it considers, the impact of training
and development on the employee's performance of Hilton hotel
Concept and importance of training and development in hospitality industry
Training and development have been defined in different ways by various authors. One of
the main ideas which is focused by them in their studies is the capability enhancement of
workforce. Talwar and Thakur, (2016) stated that training and development is the component of
the human resources development model. On contrary to this Jaiswal, Gupta and Singh, (2014)
defined that human resources' development is the system of different activities which enable
firms to add to the worth of their workforce by providing them training and development
program. This program assists in building the strength and work related attributes of the
employees. Moreover, it can be stated that training and development facility is more logical and
well-organised way in order to improve the knowledge and skills of workers so that they can
fulfill their task in an effective manner. According to the view of Wheeler, Clark and Grisham,
2017, training and development is one of the important parts of the every organisation in the
hospitality industry. The training facility provided to employees is mainly focused on the use of
work experience which is low and the main aim is to enhance skill which is needed for present
goals and objectives. There is a great importance of training and development program as
because it helps in targeting specific area which needs to improve for delivering quality services
to customers. For instance, if guest complaints regarding food quality and services then training
can be provided on theses areas for improving it. The significance of these training will be
manifest at the time when complaints of customers will be turned into praises.
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As per the view of Seidle, Fernandez and Perry (2016), it is essential for an organisation
to provide training and development facilities to new recruits because it assists in placing them
on the right route from the beginning of their job. Further, to develop employees is important in
respect to provide the consistent level of customers satisfaction regularly. While firm built a
good position in the market it is important to select talented employees for taking part in the
advanced training program which may be linked with promotions. Apart from this, through
providing ongoing development and training lead to affect the business ability to survive in the
competitive market. Kennedy, Dunsmuir and Cameron, 2017, stated that hospitality is one of
the fast paced and constantly developing the sector, so one of the best ways for the beat
competitor is to provide training facility to employees so that they can deliver quality services to
customers. Further, there is development in technology with the changes of time so workforce in
every company needs to provide more training so that their skills can be improved. Apart from
this training facility also benefits employees because their skills get improved and they can work
more effectively without facing any issues. These also provide them the opportunity to acquire
new position and it also increases the possibility of promotion. After the systematized training,
employees can easily performance their jobs with huge knowledge which they get in the training
session.
They become familiar with their work task and technologies which they used for
working. According to the Sundstrom, Lounsbury and Huang, (2016), training facility provided
to employees not only beneficial for the employee but also for an organisation. For instance, if
employees performance get improved through training and development facility then they
deliver quality services to the customer which assist in making a good reputation of the firm.
Further, it can easily enhance customer base and retain them for a longer period of time. One of
the main targets of every organisation is to build the image in a market so that a large number of
the customer can be attracted for this purpose it needs to provide training and development
facility to employees so that they can provide high-quality services to customers. Sometime, for
new employees, it becomes difficult to perform well at the job without any pre training. As
because trained employees can work more effectively as compared to untrained workers.
Providing training sometime cost high but it provides a profitable result for a long term. It is
essential for the organisation to develop its employees as per the demand of customers and to
compete competitor.
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The various methods of training and development implemented by Hilton hotel
According to the view of Kadam, 2015 there are different types of training method is
used by the firm for enhancing the skills of employees. There are various techniques which is
created every year by the rapid by the development of technology. Selection of methods is based
on usually the type of training intended, the employees choose the objective of the training
program and the training method. Further, it can be stated that training is known as the situation
process, so there is no single method is appropriate for the different situation. On the other hand,
there are some objective for which single method can be used by the firm. In training program,
there are different learning objective in more than one area. For this purpose, it is important to
connect different methods into an integrated whole. Further, training method can be classified as
on the job and off the job training. In off the job, cognitive method is used in which firm provide
written information, verbal and show the rules for the way of completing the work. On the other
hand in on the job behavioural method is used in which employees need to practice in real of
simulated fashion. As per the view of Elnaga and Imran (2013) in off the job, training method
can take place in different places instead of the work place. This method is basically designed for
the purpose of sharing the needs of the group instead of an individual needs. Some of the
common forms of off the job training method are known as games, simulation, computer based
learning etc.
Off the job methods are as follows:
 Lecture method:
It is one of the suitable method in respect to create better understanding of a topic (Mazerolle
and Dodge, 2015). One of the common form of off the job training is known as oral presentation
of the information to the workers. This method is effective in providing large amount of
information to the employees within a short period of time.
 Computer based training:
In computer based training basically employees are provided training through the use of
computer. There are many organisations who implement computer based training because it
assists in reducing the training learning time and also decrease the cost of training. One of the
most importance of computer based learning is that it control of the material and way of
providing presentation (Talwar and Thakur, 2016). This is one of the effective method which
assist firm in enhancing skills of employees related to their work.
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Wheeler, Clark and Grisham, (2017) stated that On job training is actually gets the training while
performing their assigned task. In On- the- job training there are different type of training
method such as internal training course, mentoring, training assignment, technical training etc.
On-the-job training is also termed as OJT where the training is usually provided to the
employees at their workplace at the time of performing their actual job. It is as per the professed
statement of Nolan and Garavan (2016), where OJT often results in amplifying the development
of the employees in terms of enhancing their professional skills. Such type of training sessions
are normally taken up by a hired professional where many organisations together prefers to
employ an experienced worker for it. Ubeda-García and et. al. (2013) with a disputable clause
have differentiated among these two measures where hiring an internal worker for this purpose is
often suitable for the organisations where it results in low or almost no additive disbursal of
funds. However Raymond, Bawa and Dabari, (2016) in contradiction to the above given
statement have in turn argued upon the suitability of hiring an external body as a professional to
train the employees that results in providing more effective results to the organisation in terms of
an increased performance of work by the employees. Although, the funds disbursed over here
can be soon attained by the profits that are apparent to raise from an improved work performance
of the employees.
Boella and Goss-Turner, (2013), with a distinct consent have emphasised more upon the
measures of OJT where it can be given in different ways. This involves either providing
mentoring to the employees or some sort of technical training, a training assignment or internal
training course, etc. However, all these methods together have their own benefits and produces
distinct outcomes. Considering the same, it has been found that mentoring is an OJT that is
specially designed to train the new comers in the organisation where there will be a deputed
person senior to the new comer who will be all the time monitoring the work allotted to them to
perform their job.
This results in a close supervision of the tasks performed by the new joiners in the
institute and as a result to which, it leads an increased level of performance by them. It is
specially in context to the hospitality organisations where Úbeda-García and et. al. (2013) have
substantially negated the above provisioning of OJT via mentoring. This is mainly due to the
time that is being consumed or more of it is wasted by the mentors while closely monitoring the
tasks assigned to their mentees. As a result to which, the mentors could neither perform their job
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in an effective way and nor supervise their mentees in a well considerate way. It at last hamper
the work of an experienced work deputed as a mentor that in turn creates a negative impact on
the overall goals of the organisation. It is therefore better to opt for some other considerable
methods of OJT that includes training assignment and technical training given by a hired
professional.
The impact of training and development on the performance of employees in hospitality based
organisation of UK
Training and development is always meant for the betterment of employees with an
overall concern of bettering the entire organisation. It is with a special context of hospitality
industry where the hotel organisations of UK are always in a prime requirement of training their
workers on continual basis. It is referred to be an important consideration for them to serve in a
best possible manner to their guests and the arrivals as explicated by Dhar (2015). It is basically
due to the changing needs and demands of the consumer these days who are always in search of
getting a new kind of service with plentiful creativity in it. This in turn necessitates the
organisations to not only develop their own set of employees who are directly provisioning the
proposed services to the guests but to first get trained themselves. By which, they will be
subsequently able to determine the exact requirement of the training program by together
determining the need of arranging it and the same can be explained to the employees who will
then understand its significance and further take it seriously.
Georgiadis and Pitelis (2016) with a similar consideration to it have also specified a
positive impact of training and development on the carried performance of the employees where
a well organised and planned session of training is evidential to benefit the organisation by
together resulting in the development of their employees. It not only increases the proficiency of
the workers to carry out their tasks but also helps the organisation to teach the workers to apply
the taught principles onto their allotted tasks to lastly perform those in an effective way.
Leonidou and et. al. (2015) with a contradict outlook have negated the above given statement
and have stated it to create a positive impact on the carried performance of the employees. This
is where training sessions are always apparent to give better results and where the organisation
can also reap the benefits of provisioning training to their workers.
It is where well trained staff members in turn helps the entity to gain better productivity
that in turn escalates their profits as well. It is therefore referred to be a crucial consideration in
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accordance to Mostafa, Gould‐Williams and Bottomley (2015), where it is important for the
firms to invest into the training of their workers. This not only results in enhancing the
performance of the workers but also assists in increasing the retention rates of their employees
where they get various innovative ideas to serve the customers in the best possible manner.
Beside this, Guchait, Cho and Meurs (2015) have together stated that a prompt training and
developmental session leads to reduce the time that is often being consumed for solving an issue
by quickly resolving them through the ideas proposed by the creative set of employees. Lastly, it
also results in saving funds in the long run where it directly results in creating an improved
workforce. Additionally, Renwick, Redman and Maguire (2013) have delineated yet another fact
where a positive impact can be only gained by considering some crucial points such as filling the
gap in training programs to get rid of the obstacles that hinder into this entire process and lastly
taking feedback from the workers who have attended the sessions. All these measures are in
consequently proven to give definite resultants by positively influencing the carried work
performance of the employees.
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CHAPTER 3: RESEARCH METHODOLOGY
This being one of the most prominent unit of this dissertation will help in identifying the
methods that are required to be undertaken by the investigator to complete this study with its
achievable aims and objectives. It will not only assure the researcher to proceed towards a well
defined study of the chosen subject matter but will together assist the readers to make a clear
interpretation of the generated facts and findings. Below stated are the most common tactics
applicable in this study in accordance to its selected research topic.
Research Philosophy
This depicts a moralized effort of the investigator made to undertake a considerable study
with clear goals and objectives. A philosophical study is not only apparent to provide an even
research but also forms a contextual base of the study. With respect to it, there exists total two
distinct type of philosophies that are generally used by the investigator namely positivism and
interpretivism. A positivism study focusses upon the scrutinization of the research topic in terms
of its objective nature (Eriksson and Kovalainen, 2015). Where on the other hand, an
interpretivism research work is likely to concentrate upon the subjective nature of the research
topic. The present study will reflect a significant use of positivism philosophy where its results
will be based upon scientific evidences. However, the interpretivism is not befitting in
accordance to the current research title where it is mostly based on hypothetical themes and
assumptions which often creates difficulty in reaching to a specific outcome. A prompt use of
positivism philosophy is thus referred to be a helpful mean to meet the stated aims and objectives
of this study where the generated outcomes will be based upon scientific grounds.
Research approach
This defines the undertaken approach of the investigator towards the aim of
accomplishing the research objectives. Herein, there are generally two type of research
approaches namely inductive and deductive where an inductive investigation widens the overall
range of the study that is totally in contradiction to another alternative called deductive. It is
where a deductive research work is apparent to reduce the overall extent of the study and tends to
move from a general to specific approach. The present study is based upon the scrutinization of
training and development measures undertaken by hospitality organisations of UK (Amaratunga,
Baldry, Sarshar and Newton, 2002). It is with a specific context of a chosen hospitality
organisation named Hilton where there selected methods of training and development are evident
12

to impact upon the work performance of their employees. This fact will be specially investigated
in this study and therefore reflected an inductive approach of the researcher to carry out the
present study. This will in turn support the researcher to move from a specific context of Hilton
hotel to a general context of other similar organisations. With a similar reference to it, another
alternative approach called deductive didn't reflected a suitable choice to conduct the present
intended study.
Research design
Among all common set of methodologies, this is referred to be on of the most basic yet
important method that directly indicates the blueprint of the study. It is not only apparent to
support the investigator to accordingly carry out the survey in a defined manner but also helps
the readers to make a clear identification of its applied pattern. There exists several type of
designs that can be opted by the researcher to carry out an organized investigation. This involves
descriptive, explanatory and exploratory research designs that in turn reflects distinct purpose.
This is for instance to specify about a descriptive design of the research that presents a mere
description of the chosen subject matter (Kratochwill and et. al., 2013). In contrast to which, as
the name suggests, an explanatory research design is commonly selected for merely explain the
areas related to the chosen research theme. It is entirely in contradiction to another fundamental
alternative called exploratory research design that in turn necessitates the investigator to explore
some newer set of areas related to the undertaken topic of the research. The current study is
based upon descriptive research design that will greatly assist the investigator to examine the
impact of training and development on the carried performance of the employees.
Data collection
This is yet another most important part of this methodology section that assists the
researcher to choose the most pertinent method for gathering information from genuine sources.
It further presents two distinct choices namely primary and secondary methods for assembling
data. There exists certain point of distinction among both these measures where primary data
collection is usually being done by interacting to a targeted set of participants who are willing to
engage in the study by providing relevant set of information to the surveyor (Palinkas and et. al.,
2015). However, another method called secondary data collection is entirely based upon a
different concept of data assemblage and necessitates the researcher to generate information from
previously carried studies based on a correspondent subject matter. In addition to this, it also
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involves referring to other secondary resources that mainly includes any report presented by the
governmental bodies of a nation in which the company is operating its business. Also, any report
submitted by the establishment can be referred either directly from its company website or from
any other verified internet sites with authentic information about the chosen organisation.
Data Analysis
This involves the evaluation of data that has been collected on considering the above
measures of aggregation. On whose basis, the investigator tries to attain the stated goals of the
study. It is usually done by considering either of the two basic measures namely qualitative and
quantitative analysis of data. Into which, the qualitative data analysis reflects a thematic
evaluation of the obtained information to further scrutinize it to reach to a considerable outcome.
However, another alternative called quantitative analysis includes numerical measures to further
assess the acquired set of data. The chosen method then directly addresses the research problem
to accomplish its stated aims and objectives (Miles, Huberman and Saldana, 2013). The present
investigation is based upon mixed analysis of data where both qualitative and quantitative
measures will be used to evaluate the data. It is however with a leading focus upon the
qualitative methods of analysis to deeply scrutinize the data with the use of facts, hypothesis and
conceptual theories. For this purpose, the methods used to quantitatively analyse the data will be
used that includes survey, focus group interviews and observation, etc. Here, the present study
will reflect a survey conducted by the researcher to interrogate the study participants and
subsequently frame the themes for a thematic evolutional of the incurred findings.
Sampling
This indicates the base of the above conducted surgery in which a pertinent set of
participants will be chosen from a large set of population. It is basically to assist the investigator
to choose from the most relevant set of participators by opting from either of the measures
named as random and purposive sampling. Here, in the current survey, the researcher will be
opting for the probability method of sampling to select from the chosen hospitality enterprise
named Hilton Hotel (Robinson, 2014). From which, total 20 employees will be requested to
willingly participate in the survey by answering to the queries that will be asked to them with the
help of a configured form. This will be further mailed to them in their personal mail Id's with an
assurance of not revealing their responses in front of any unauthorised party. However, another
method of distribution called random is not being chosen for its unsuitable nature in accord to the
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present arranged study where in non probable sampling, goal- directed selection is not possible
that was required to carry out the present research work.
Limitation
It is another most unforeseeable clause while carrying out a study where the surveyor
may face enormous issues for directing towards a purposeful investigation. This is where at the
time of conducting a research work, it is apparent for the expert to go through various concerning
matters with a foremost issue of time to finish the survey within a stipulated duration. For this, it
is advisable to the investigator to make a prompt use of some considerable tool such as Gantt
chart (Shipman, 2014). This will in turn support in a timely accomplishment of the study with
attained aims and objectives. Beside this, another common issue that is usually being faced by
the researcher at the time of conducting the investigation is budget. It is where a considerable
allocation of fund must be done for each of the activities that are required to be carried out for a
prime achievement of the targeted goals. For the fulfilment of this particular agenda, the
researcher can opt to use another fundamental technique called activity based budgeting.
Ethical consideration
It is also specified to be yet another concerning matter for the researcher to follow some
ethical norms for carrying out a successful study with its attained aims and objectives. For this
purpose, the investigator is required to choose a moralised approach to conduct the study where
none of the participant should be forced to contribute in the survey and they should willingly
consider the same (Roberts, 2015). For which, a prior permission must be taken up from the
targeted set of participants to contribute in the survey and thereafter the questionnaire's must be
transmitted in their given addresses. Lastly, the work done should together represent a well
structured format with results based on proven grounds to avoid any sort of falsification at the
end. All the above specified considerations have been aptly followed by the researcher to carry
out the current investigation.
15

CHAPTER 4: FINDING/RESULTS
Theme 1: Hilton hotel provide training and development facility to employees.
1.) Does Hilton hotel provide training and development
facility to employees? No. of respondent
Yes 15
No 5
Do not know 0
20
Theme 2: Team leader identifies employees training needs
2.)Who identifies your training needs? No. of respondent
Supervisor 5
16
Yes No Do not know
0
2
4
6
8
10
12
14
16 15
5
0
Column B

team leader 8
Senior managers 7
20
Theme 3: Hilton hotel link training and development with organization overall
performance
3.)Does Hilton hotel link training and development with
overall organization performance? No. of respondent
Highly agree 7
agree 2
Neutral 2
Disagree 6
highly disagree 3
17
5
8
7
Supervisor
team leader
Senior managers

20
Theme 4: Employees were provided training quarterly.
4.)How often do you undergo training? No. of respondent
Every two years 2
Twice a year 3
Every six months 6
Quarterly 9
20
18
Highly agree
agree
Neutral
Disagree
highly disagree
0 1 2 3 4 5 6 7
7
2
2
6
3
Column B

Theme 5: Time is the major barrier to training and development at Hilton hotel.
5.)What are the major barrier to training and development at
Hilton hotel? No. of respondent
Time 8
money 6
lack of interest by the staff 2
non availability of training equipment 4
20
19
Every two years twice a year Every six months Quarterly
0
1
2
3
4
5
6
7
8
9
2
3
6
9 Column B

Theme 6: Junior employees were provided training more at Hilton hotel.
6.) To whom training is provided more at Hilton hotel? No. of respondent
Senior employees 6
junior employees 9
new employees 4
Based on requirement 1
20
20
Time
money
lack of interest by the staff
non availability of training equipment
0
1
2
3
4
5
6
7
8
9
8
6
2
4
Column B

Theme 7: Lecture method is used for providing training to employees
7.) If you trained under On the job training method then from
the given method from which method you had undergone? No. of respondent
lecture 8
Coaching 4
computer based training 6
other 2
20
21
6
9
41
Senior employees
junior employees
new employees
Based on requirement

Theme 8: Employees are not satisfied with overall quality of training programmes held at
Hilton hotel.
8.) What do you think about the overall quality of training
programmes held at Hilton hotel? No. of respondent
Highly satisfied 3
Satisfied 2
Neutral 2
Dissatisfied 7
Highly dissatisfied 6
20
22
lecture coaching computer based training other
0
1
2
3
4
5
6
7
8
9
8
4
6
2
Column B

Theme 9: Yes, training helped in improving job performance.
9.) As per your opinion does training helped in improving
job performance? No. of respondent
Yes 16
no 4
Do not know 0
20
23
3
2
2
7
6
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied

Theme 10: Hilton hotel training programme has gap
10.) Do you think Hilton hotel training programme has gap? No. of respondent
Highly agree 6
agree 7
neutral 2
Disagree 1
highly disagree 4
20
24
Yes
no
Do not know
0 2 4 6 8 10 12 14 16
16
4
0
Column B

Theme 11: Feedback can evaluate the effectiveness of training program
11.) Do you think feedback can evaluate the effectiveness of
training program? No. of respondent
Highly agree 5
agree 7
neutral 1
Disagree 3
highly disagree 4
20
25
6
7
2
1
4
Highly agree
agree
neutral
Disagree
highly disagree

Theme 12: Enough practice is not given to employees in training session
12.) Enough practice is given to employees in training
session? Do you agree with this statement? No. of respondent
Highly agree 5
agree 3
neutral 1
Disagree 6
highly disagree 5
20
26
Highly agree agree neutral Disagree highly disagree
0
1
2
3
4
5
6
7
5
7
1
3
4
Column B

Theme 13: Time duration given in training period is not enough.
13.) Time duration given in training period is? No. of respondent
Sufficient 3
to be extended 6
To be shorted 8
Manageable 3
20
27
Highly agree agree neutral Disagree highly disagree
0
1
2
3
4
5
6
7
5
3
1
6
5
Column B

28
3
6
8
3
Sufficient
to be extended
To be shorted
Manageable

CHAPTER 5: ANALYSIS AND DISCUSSION OF FINDINGS
Theme 1: Hilton hotel provide training and development facility to employees.
Interpretation: From the above chart it can be interpreted that there are 15 respondent who state
that Hilton hotel provide training and development facility to employees. On the other hand
there are 5 participants who state that company does not provide any type of training and
development facility to its employees.
Discussion and analysis: From the above report it can be analysed that there are most of the
respondent who state that Hilton hotel provide training and development facilities to its
employees. Training and development facility is important part of the Hilton hotel in respect to
deliver quality services to customers. This lead to improve image of the firm in market and help
in survive in competitive market. From the primary research it has been evaluated that training
policy is applied at the Hilton hotel. Similar to this from secondary research it has been identified
that different types of training facilities is need to provide to employees at the workplace as
because it is essential for an organisation growth Therefore, it can be analysed that training
facilities is provided to employees at the hotel.
Theme 2: Team leader identifies employees training needs.
Interpretation: Aforementioned chart show that there are 8 participants who stated that training
needs of employees is identified by the team leader. On the other side 7 respondent replied that it
has been identified by supervisor while 5 said senior manager.
Discussion and analysis: From the above findings it can be stated that most of the participants
state that at the Hilton hotel training needs is identified by the team leader. Team leader role is to
guide its team member and support them in work. It delegates task to its employees and monitor
there performance. So it known very well the capability of its team member. This help him to
make decision which employee need training at what area. While from secondary research it has
been find out that all the employees need to provide training and development facilities whether
equally so that there skills and knowledge can be enhanced. Sometime employees are unable to
perform tough task, so it is important to provide them training and development facility in
respect to develop their skills in different fields.
Theme 3: Hilton hotel link training and development with organization overall
performance.
29

Interpretation: The above chart reflect that there are 7 respondents who are highly agreed and 2
who are only agreed that there is link training and development with organization overall
performance. On the other hand 6 participant are highly disagreed and 3 are only disagreed with
the given statements. While 2 out of 20 are neutral they are neither agreed nor disagreed with the
given statement.
Discussion and analysis: From the above interpretation it is reflected that there most of the
respondent state that Hilton hotel linked training and development with organisation overall
performance. It is analysed that good performance of employees is very important for the firm in
respect to improve organisation performance. If employees not perform well within the firm then
it impacts the quality of services which deliver to customers which lead to create bad image in
market. Similarly, from the secondary research which has been carried out it is analysed that
training and development programme linked with the organisational performance as because
employees play significant role in improving the performance of Hilton hotel.
Theme 4: Employees were provided training quarterly.
Interpretation: Aforementioned chart show that there are 9 participants who state that at the
Hilton hotel training programmes undergone quarterly while 6 state that every six month. On the
other hand there are 3 participants who replied that training and development program undergone
once a year while 2 state that it take place in every two years.
Discussion and analysis: From the above findings it can be stated that most of the participants
that provided training and development facilities once a year. Therefore, it is analysed that Hilton
hotel not focus on training and development facility of employees as it think it is not important to
provide training regularly. In contrary to this from secondary research it is analysed that it is
important for the firm to provide training and development facilities to employees within a six
month so that they can perform more effectively and efficiently. Hence, it is analysed that
training is essential for developing the knowledge and skills of employees so that they can work
hard for an organisation.
Theme 5: Time is the major barrier to training and development at Hilton hotel.
Interpretation: From the above chart it reflects that there are 6 participants who state that
money is one of the important barrier to the training and development at Hilton hotel. On the
other hand 8 participants replied that time is one of the major barrier for the training and
30

development program at the Hilton hotel. While 2 said that lack of interest of employees and 4
replied that lack of availability of training equipment.
Discussion and analysis: From the above interpretation it is reflected that there most of the
respondent who state that time is one of the major barrier in respect to provide training and
development facilities to customers. Due to work load employees not get time for undertaking a
training and development facilities at Hilton hotel. Due to this reason workers are unable to work
effectively for the organisation which impact the overall performance of the firm. In contrary to
this from the secondary research it is analysed that time is not a major barrier in training
program. As because employees can get training at the facilities On the job which due to which
work of employees does not get hamper. This show that employees can get training at the time
peak load which assist them in performing more effectively.
Theme 6: Junior employees were provided training more at Hilton hotel.
Interpretation: Aforementioned chart show that there are 9 participants who state that training
is provided to only junior employees. On the other hand 6 respondent state that senior employees
were provided training and development facilities while 1 replied that training is provided on the
basis of requirement
Discussion and analysis: From the above interpretation it is reflected that there most of the
respondent state that employees were provided to only junior employees at Hilton hotel. This
show that Hilton hotel not focus on providing training and development facilities to its senior
employees. Due to this reason senior employees are unable to work in an effective manner as
because at some stage they also need to develop their skills and knowledge for the promotion or
other purpose. From the contrary from the secondary research it is analysed all types of
employees needs training and development facilities whether they are senior new or junior. It is
so because there are many new technologies implemented within an organisation so employees
needs training for using those new technologies within the firm. On the other hand training is
also needed to provided so that they skills can be developed of employees related to their work.
Theme 7: Lecture method is used for providing training to employees.
Interpretation: The above chart represent that there are 8 respondents who state that lecture is
one of the method which is used by the Hilton hotel for providing training to workers. On the
other hand there are 4 who replied that coaching method is used while 6 said that computer based
training method is used in respect to provide training to employees.
31

Discussion and analysis: From the above interpretation it is analysed that most of the
participants said that lecture method is used in respect to provide training to employees. Lecture
method is one of the effective method which assist in creating a better understanding of the
topic. This is one of the effective method which assist in delivering large information in less
time. Similar to to this from the secondary research it has been find out there are different
methods of training such as lecture method, computer based training method etc. However
lecture method is one of the method in which less cost charge of the firm. This method is
effective because it assists in providing long term information in short period of time. Therefore,
it can be stated that firm can used this method for new employees so that they can work more
effectively and efficiently for an organisation.
Theme 8: Employees are not satisfied with overall quality of training programmes held at
Hilton hotel.
Interpretation: aforementioned chart show that there are 3 participants who are highly satisfied
and 2 who are only satisfied with the overall quality of training programmes held at Hilton hotel.
On the other hand there are 7 respondents who are highly dissatisfied and 6 who are only
dissatisfied with the with overall quality of training programmes held at Hilton hotel. While 2 out
of 20 is neutral as they are not satisfied nor dissatisfied with the given statements.
Discussion and analysis: From the above findings it can be stated that most of the participants
employees are not satisfied with the overall quality of training provided to employee of Hilton
hotel. It is essential for the firm to improve training and development facilities which they
provide to employees. With the changes of time there are many new technologies which can be
used by the firm for providing training and development facility to workers. This can be very
effective for providing training which will be very effective for the employees. From the
secondary research it has been analysed that in an organisation training is not provided in
systematic manner then it impacts performance of employees. It is proved that way of providing
training should be changed so that employees can gain some knowledge and develop their skills.
Theme 9: Yes, training helped in improving job performance of employees.
Interpretation: The above chart show that there are 16 participants who are stated that training
helped in improving job performance of employees. On the other hand there are 4 who replied
that training does not help in improving job performance of employees.
32

Discussion and analysis: From the above interpretation it is reflected that there majority of
participant stated that training helped in improving the job performance of employees of Hilton
hotel. It is so because employees skill and knowledge get developed which assist them in
working tough task without any problem. Along with this they can easily handle multiple task
within the given set of time. This also assist them in completing the task on time. While, it is also
proved from the secondary research which has been carried out that training and development
facility provided to employees assist employees in working effectively and efficiently. If,
employees are trained in their field then they can easily accomplish work with confident without
facing any issues
Theme 10: Hilton hotel training programme has gap.
Interpretation: Aforementioned chart show that there are 7 respondents who are highly agreed
and 6 who are only agreed that training programme of Hilton hotel has gap. On the other hand
there are 1 respondents who are highly disagreed and 4 who are only disagreed that training
programme of Hilton hotel has no gap. While there are 2 participants who are not agreed or
disagreed with the given statement.
Discussion and analysis: From the above finding it has been analysed that there are most of the
participants who state that there is gap in training program of Hilton hotel. It is analysed that
Hilton hotel does not have skilled trainer for providing training to employees. Due to this reason
Hilton hotel need to take some steps for reducing this gap so that workers can get appropriate
training. Similar to this from the secondary research which are has been carried out it is stated
that employees it is important to fill the gap in training program so that they can easily get rid
from the obstacles which affect the entire process. Therefore, Hilton hotel need to take some
steps for filling the gap in respect to provide quality training to its employees.
Theme 11: Feedback can evaluate the effectiveness of training program.
Interpretation: the above chart show that there are 5 respondents who are highly agreed and
7 who are only agreed that feedback can evaluate the effectiveness of training program while 1
out of 20 is neutral because it does not have idea of the above statements. On the other hand
there are 3 respondents who are highly disagreed and 4 who are only disagreed that feedback can
evaluate the effectiveness of training program.
Discussion and analysis: It is analysed from the above interpretation that there are many
respondents who state that feedback can evaluate the effectiveness of training program. There are
33

different method which firm used in respect to provide training to its employees. It is needed to
take feedback from employees so that it can easily identify its effectiveness. This help in making
improvement in next training session so that employees can gain more knowledge from the
training. Similarly, from the secondary research it has been identified that feedback taken from
the workers assist firm in improving the way of providing training method to employees. It is
confirmed that feedback is one of the effective way in respect to make improvement in training
method provided to employees.
Theme 12: Enough practice is not given to employees in training session.
Interpretation: Aforementioned chart show that there are 5 respondents who are highly
disagreed and 3 who are only disagreed that enough practice is given to employees in training
session. While 1 out of 20 is not agreed neither disagreed with the given statements. There are 5
respondents who are highly agreed and 3 who are only agreed enough practice is given to
employees in training session.
Discussion and analysis: From the above findings it can be stated that most of the participants
state that Hilton hotel employees were not given time from practice in training session. It is
analysed that if theoretical training provide to employees then it is essential to provide them time
for practising what they have learned from the training session. This help them in working more
effectively and efficiently in order to deliver quality services to customers. Similarly, from the
secondary research it is analysed that training and development facilities provided to employees
assist in completing the work on time. Therefore, practices is very important for the firm so that
employees can easily accomplish the task on time without facing any issue.
Theme 13: Time duration given in training period is to be shortened.
Interpretation: The above given chart reflect that there are 8 participants who state that time
duration given to employees is to be shortened. On the other hand 6 participants replied that it
should be extended while 3 said that it is manageable for the employees.
Discussion and analysis: From the above interpretation it is reflected that there most of the
respondent state that time duration give in training period is to be shorted at Hilton hotel.
Sometime long training method can be used by the firm so which impact their work. Therefore, it
is important for the firm to keep short time of training should manageable so that they can
complete their work on time. From the secondary research it is prove that training provided to
34

employees should be manageable so that they gain enough knowledge on the given period of
time.
35

CHAPTER 6: CONCLUSION AND RECOMMENDATION
Conclusion
This reflects the endmost chapter of this dissertation that will be summarizing the overall
findings of the carried study which was based upon the scrutinization of the fact by analysing the
impact of training and development on the carried work performance of the employees. It was
conducted with a special context of UK based hospitality organisations with a chosen
organisation named Hilton Hotel. It was together based upon three leading objectives with a last
section of recommendation that will be given after determining the fulfilment of the stated
objectives. It has been done on considering the attainment of each of the objectives on stepwise
basis, as mentioned below.
The foremost objective of this survey was to interpret the significance and concept of
training and development where both of it are found to be two interrelated terms where training
in turn results in developing the skills and abilities of the employees to a great extent, This in
turn benefit the entire organisation by together assisting the workers where they can enhance
both their personal and professional skills by it. From an organisational point of view, training
and development reflects the subsystem of any organisation with a special consideration of
hospitality based firms. This investigation was however based upon Hilton Hotel which is a
service based industry and thus have a greater importance of training and developmental
programs.
Although, on scrutinizing the facts acquired from the carried research work, it has been
found that Hilton Hotel is not that considerate in arranging such training sessions on continual
basis and is therefore known to give less importance to the development of their employees. It is
however on scrutinizing the findings obtained from the primary method of data collection where
the respondents were directly interrogated over here. Whereas, on comparing this finding with
that to the information gathered from secondary sources of data, training and development plays
a vital role in the life of workers deputed in hospitality based entities. Through which, they can
potentially learn the ways in which they an effective service can be provisioned to the upcoming
number of guests.
Another prompt objective of this dissertation was to determine various methods of
training and development whose application can result in producing feasible results in the
hospitality based organisations with a special context of Hilton Hotel. On considering this fact, it
36

has been found that there exists total two distinct measures in which the employees can be
trained and developed. This includes on the job and off the job methods of training with further
divided measures to be used to develop the existent capabilities of the employees. Herein, it has
been found that Hilton Hotel is much more focussed on provisioning on the job training to their
employees with a less emphasis on off the job measures. It is basically to make a pivotal use of
these measures where on the job is much more cost effective in nature and thus helps the
enterprises in saving their funds by making less investment on training and development. Also,
lecture is mostly referred to be used to train and develop the employees in Hilton.
However, it is no longer a feasible approach in today's modernised era and most of the
employees have also reported to get tired of it. They don't feel it to be an interesting way of
learning and thus could not differentiate among their learning before and after the lecture
sessions. In addition to this, the investigation has together revealed a quarterly provision of
training the employees in Hilton with a major stress on training the junior level employees. By
which, the senior and mid level employees are often reported to feel stressed about the work
which together produces a demotivated sense in it. Although, on considering the facts obtained
from secondary sources of data, it has been found that there exists numerous methods to
effectively train and develop the employees within the above specified measures that includes on
the job and off the job activities. Out of which, it thereby depends on the suitability of the
establishment to opt from the best possible methods that will result in much appreciable results.
Lastly, this investigation intended to analyse the benefits and positive influence of
training and development on the carried performance of the employees that has together been
achieved in this research work. Although, the findings did not present any favourable outcome in
context to Hilton where they are not recognised to earn the benefits of training and development.
It is basically on considering the findings in consideration to it where Hilton is not referring to
link their training and developmental sessions with that to the carried performance of their
workers. In addition to this, they are together facing some major obstruction in provisioning
training to their employees and are also not able to fulfil the gap in their arranged programs.
Whereas, the secondary sources of data have shown some proven benefits of training and
developmental programs where they are also proven to make a positive impact on the carried
performance of the workers. As well as, such training and developmental sessions are not only
evident to benefit the organisation with an improved work performance of their employees but
37

together assists the employees in enhancing both their personal and professional skills to a great
extent. Due to which, they are apparent to take part in such sessions with great enthusiasm and
evenly contributes their learning to make likely efforts for completing their assigned work and
perform it in the best possible manner.
Recommendation
This is on the basis of the above summarised facts and findings of this study that has
reflected an unfavourable provisioning of training and development in Hilton Hotel that in turn
negatively influences the carried work performance of their employees. Below are some
suggestive measures that can be undertaken by Hilton Hotel to consider rectifying the loopholes
that has been determined from the obtained results-
A foremost advice for Hilton Hotel is to arrange regular sessions of training to develop their
employees where all levels of the workers should be given an equal attention. This is
basically to fulfil the gap found in training the senior and mid level employees in Hilton
where they are mostly focussed on training the lower level workers.
Beside this, they are together suggested to either make a prompt use of off the job measures of
training or to opt for other profound methods of on the job training to acquire benefit from
an improved level of performance by their workers. It is basically for getting rid of the
deterrent resultant where the employees are extremely bored of their conventional method of
on the job training where most of the time, only lectures are used to train the them.
Lastly, they can together consider investing more amount of funds for arranging the training
sessions for their employees by together employing some more feasible methods such as
deputing an external body as a training professional to develop their existing knowledge.
Apart from this, they can also consider opting for some informal training methods where
friendly instructions will be given to the workers and that can once again bring onto the zeal
of the employees back to the work and perform in a considerable manner.
38

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Appendix
Name
Age
Gender
Questions
1.) Does Hilton hotel provide training and development facility to employees?
Yes
No
Do not know
2.)Who identifies your training needs?
Supervisor
Employees
Senior managers
3.)Does Hilton hotel link training and development with organisation overall performace?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Highly dissatisfied
4.)How often do you undergo training?
 Every two years
 Once a year
 Every six months
 Quarterly
5.)What are the important barrier to training and development at Hilton hotel?
 Time
42

 money
 lack of interest by the staff
 non availability of training equipment
6.) To whom training is provided more at Hilton hotel?
 Senior employees
 junior employees
 new employees
 Based on requirement
7.) In you trained under on the job training method then from the given method then from which
method you had undergone
 Job rotation
 coaching
 computer based training
 other
8.) What do you think about the overall quality of training programmes held at Hilton hotel?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Highly dissatisfied
9.) As per your opinion does training helped in improving job performance?
 Yes
 no
 Do not know
10.) Do you think Hilton hotel training programme has gap?
 Highly agree
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 agree
 neutral
 Disagree
 highly disagree
11.) Do you think feedback can evaluate the effectiveness of training program?
 Highly agree
 agree
 neutral
 Disagree
 highly disagree
12.) Enough practice is given to employees in training session? Do you agree with this statement?
 Highly agree
 agree
 neutral
 Disagree
 highly disagree
13.) Time duration given in training period is?
 Sufficient
 to be extended
 To be shorted
 Manageable
14.) Does method used during training have impact on your skill?
 Highly agree
 agree
 neutral
 Disagree
 highly disagree
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