Assessing Marriott International's Training Programs

The provided data is based on a research project that investigated the training programs and strategies used by Marriott International to groom and train their staff. The results show that most respondents (75%) believe that the training programs are relevant to job practice, with 25% considering them 'definitely' relevant. Additionally, many respondents (50%) have knowledge about strategies and policies related to training and development within the hospitality organization. The selection of individuals or staff for grooming and training is based on various factors such as employee performance, time spent in the organization, recommendation by superiors, and individual request. Furthermore, most respondents (92%) believe that the training program assists them in enhancing and growing their performance level.

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Evaluate the impact of training and development
of employees on the delivery of customer services
2

ACKNOWLEDGMENT
I repose on my deepest gratitude to my mentor who inspired and guided me with his
wisdom and knowledge. His commitment to the highest standards motivated me to carry out the
entire dissertation in the right manner. I would express sincere thanks to my family members and
friends who provided me immense support throughout the entire research work. I would also like
to thank my colleagues and team members who helped me in gathering the data for the study and
its analysis.
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ABSTRACT
Aim of present study is to to evaluate the impact of training and development of
employees on the delivery of customer services. With the changing preferences of customers
hospitality organisation must focuses on imparting training and development to their staff so that
they may easily support the staff in amending their knowledge so that they may easily deliver the
required services to customers. With the help of training staff within the organisation would
deliver required services to customers and results in attaining their satisfaction level. To sustain
in the competitive environment business organisation requires highly competent workforce as
without having proper knowledge regarding the area results in delivering ineffective services.
For the present research project the selected sample size is 50 employees operating their
activities and services within the Marriott International UK. For selecting the sample size
researcher will use simple random sampling that so that researcher may impartially select the
staff and employees for the survey. the organisation do not engage in enhancing the performance
level of the employees within the hospitality organisation. With the help of conducted literature
review has also stated that training and development activities assists the individual staff in
grooming their skills and abilities that results in raising their performance level.
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Abstract reflects about the summary of the research project,
example, start with the aim/s, methods you have used, sample
sizes, results you have found based on your research.

EXECUTIVE SUMMARY
It is the Human resources functions it relate the teaching and learning nature to acquire
the specific knowledge, skill, ability to doing a particular task in the organisation. In the modern
hotel concept training is the important part of the many ways it increase the productivity of
employees when they have knowledge, skill, experiences, it also motivate the employees to
doing the job for recognize the training programmes. Training and development of employees of
an organization plays an important role in the overall development of the company. There are
many ways in which company can improve the training and development methods in a business
firm. The manager of Marriott aim to improve the training and development sessions I order to
enhance its efficiency in the hospitality sector.
There are certain benefits of the training and development program for the staff that is
Marriott hotel is able to gain the consistency in the performance of employees that offering the
appropriate and required services it minimize the situation of deviation of the place in the sense
of goodwill of the hotel this enhance the effectiveness in the market. Along with this, it make the
employees effective in their work for their complete in the set time frame in this satisfaction the
company can retain their more employees. In addition to this, it also reduce the attrition rate in
the company which company need to low recruitment and selection it also reduce the operational
issues.
5
You can include this executive summary
with Abstract.
Executive summary applies for report

TABLE OF CONTENTS
Acknowledgment.............................................................................................................................3
Abstract............................................................................................................................................4
Executive Summary.........................................................................................................................5
Table of Contents.............................................................................................................................6
CHAPTER 1- INTRODUCTION....................................................................................................7
1.1 Context...................................................................................................................................7
1.2 Research aims and objectives................................................................................................8
CHAPTER 2- LITERATURE REVEIW.......................................................................................10
2.1 Introduction..........................................................................................................................10
2.2 The concept of customer service within hospitality industry..............................................10
2.3 Methods of training and development.................................................................................11
2.4 Impact of training and development on service delivery.....................................................14
2.5 Conclusion...........................................................................................................................15
CHAPTER 3- RESEARCH METHODOLOGY...........................................................................16
3.2 Research design structure....................................................................................................16
3.3 Methods used.......................................................................................................................16
3.4 Access and ethics.................................................................................................................19
3.5 Validity and credibility........................................................................................................20
CHAPTER 4- FINDINGS.............................................................................................................21
CHAPTER 5- ANALYSIS AND DISCUSSION..........................................................................28
CHAPTER 6- RECOMMENDATIONS AND CONCLUSION...................................................31
Bibliography..................................................................................................................................34
Appendix........................................................................................................................................36
Gantt chart..................................................................................................................................36
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CHAPTER 1- INTRODUCTION
1.1 Context
With the changing preferences of customers, hospitality organisation must focus on
imparting training and development to their staff so that they can easily support the staff in
enhancing their knowledge so that they can easily deliver required services to the customers.
With the help of training staff, the company will be able to deliver quality services to the
customers and it will result in attaining their satisfaction level. To sustain in the competitive
environment, business organisation requires highly competent workforce as it assists in
delivering the required services to the guests and customers. Therefore, lack of training is
considered as one of the common problem that leads to dissatisfaction among staff and affects
their delivery of services to the customers. The concept of customer services plays a significant
role within the hospitality industry and further supports the organisation in delivering quality
services to their customers. Along with this, it has been critically evaluated that the businesses
are required to keep their customers satisfied so that they can engage in selecting their services in
the future also.
With the assistance of training programs within the hospitality organisation, manager can
raise the capabilities of employees and which will enable them to give their best and superior
performance to the enterprise.
In addition to this, employee training and development programs plays a significant role
as motivator within the hospitality organisation (Jodlbauer and et.al. 2012). This is because; such
program helps the staff or employees of the organisation in attaining development and growth
within their career. The training will make efforts in giving their best performance to the firm.
Thus, it is correct to say that training and development programs will influence the performance
which is rendered by the employees.
The present research project will focus on analysing the impact of training and
development on delivering services to the customers within the hospitality industry. The chapter
will also outline the key aim and objectives that support the researcher to conduct study in an
appropriate manner and measures the importance of training and development within the
Marriott International, UK. Training and development is the key process which mainly engages
in improving and improving skills and abilities of the staff who are working in the hotel so that
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they can deliver quality and standard services to their customers and guests. For the present
research project, the study will be conducted on Marriott International, UK. It is one of the
leading and global hospitality organisations that have different segment hotels across UK market.
Therefore, in order to deliver quality and standard services to guests, it is essential for the staff to
engage in training and development activities so that they may easily enhances their skills and
attributes.
Along with this, it is also assessed that to render or deliver the quality services to
customers, it is essential for the hospitality organisation to train and develop their staff members
so that they may deliver the quality services. Thus, it directly impacts satisfaction level of
customers and guests who are visiting their hotel. Employee training and development is
important in the hospitality organisation as their ultimate aim is to deliver quality services as it
leads to satisfy their customers.
Along with this, the entire research emphasize on the hospitality organisation and training
and development method which is used by them for their employees so that they can easily
deliver the quality services to their guests. With the help of conducting the research on this topic
it will also support the researcher in investigating different training methods which is used by the
hospitality organisation for their staff so that they can outcome in delivering quality
accommodation and food services to the guests and customers.
1.2 Research aims and objectives
For carrying out the research project in a proper manner aim and objectives has been
framed which support the researcher in conducting research in an effective manner. With the
increasing need of training and development, human resource management stresses on devising
strategies that help in enhancing skills and abilities of the staff.
Aim- To evaluate the impact of training and development of employees on the delivery of
customer services- Study on Marriott International.
Objectives
 To study the concept of customer service within the hospitality industry.
 To assess the methods of training and development adopted by Marriott International.
 To analyse the impact of training and development on service delivery within Marriott
International.
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Good

 To recommend ways in which customer service can be enhanced at Marriott International
through training and development.
Research Questions
 What is the concept of customer service within the hospitality industry?
 What are the methods of training and development which are re adopted by Marriott
International?
 What is the impact of training and development on service delivery within Marriott
International?
 What are the ways in which customer service can be enhanced at Marriott International
through training and development?
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CHAPTER 2- LITERATURE REVEIW
2.1 Introduction
With the entire research project, this chapter will plays significant role as it mainly ensure
critical evaluation of the topic from the perspective of different authors. Along with this, chapter
will also focus on three key areas that are studying the concept of customer services within the
hospitality organisation. After that training methods that are used by the organisation to train
their staff so that they may deliver the quality services. The last key area within the research
project will focus on assessing impact of training and development on the service delivery within
the hospitality organisation.
2.2 The concept of customer service within hospitality industry
The concept of customer services plays a significant role within the hospitality industry
as it supports in delivering quality services to their customers. From the view point of Brown and
Sitzmann (2011) businesses are required to keep their customers satisfied so that they may
engage in selecting their services in the future also. Within hospitality industry, customers are
more likely to pay attention towards the services which are rendered by the staff and employees
whether it is service related with accommodation or food etc. therefore the purpose of staff
within the hospitality organisation is to keep their customers happy and satisfied . Furthermore,
Bertolino, Truxillo and Fraccaroli (2011) has also conferred that it is the knowledge among staff
and employees which impact the level of delivering customer services. In the situation, if staff
possesses ineffective knowledge regarding the services then it may deliver improper services to
customers. Therefore, in this situation management must focus on providing training sessions to
staff so that they can enhance their skills which will result in delivering effective customers
services.
Moreover, Beier, Teachout and Cox (2012) have also stated that with enabling customer
service within the hospitality industry it directly outcome in meeting the expectation and
requirement of customers. The satisfied customers within the hospitality industry mainly
emphasize on gaining memorable experience and services from the staff. For this purpose,
effective training must be imparted to employees and staff within the hospitality organisation so
that they can effectively deliver quality services. In addition to this, the concept of customer
services also makes the customers satisfied as they believe that organisation is more likely to
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build long term relationship with them. For this aspect, training and development is important for
the organisation.
On the other hand, Clarke (2012) has also stated that customer services do not focus on
meeting the expectations or demand of customers but it is the concept that ensures exceeding
expectation of the client. Within the hospitality industry, customer services plays vital role in
meeting requirement of guests by delivering quality tangible and intangible services to them. In
addition to this, Ehrhardt and et.al (2011) has also stated that with increase in competition for
satisfying the customers, hospitality organisation is focusing on providing quality services to
their guests and customers those who visits their organisation.
2.3 Methods of training and development
The foremost and effective function of human resource management is to develop and
trained their employees so that they may easily perform their job in effective manner. From the
view point of Harrison (2011) with imparting proper training among the staff and employees
within the organisation it outcome in delivering quality services to their customers and guests.
On the other hand, employee development is another aspect within the organisation that results
in developing the mindset of the individual so that they may easily engage in delivering the
effective services to staff. There are different training and development methods that must be
used by management of hospitality organisation so that they may easily raise the abilities and
skills of employees so that they may easily deliver the required activities within the hotel. Salas,
Kraiger and Smith-Jentsch (2012) has also stated the success of training mainly focuses on the
type of training methods and techniques that has been used by the management for enhancing the
skills of their staff. There are on the job and off the job training methods that is used by the
management of hospitality organisation so that they may easily trained their staff.
On-the-job training method is mainly imparted to the staff or employees those who are
engaged in performing their job. The training is provided to staff while they are performing their
job activities. There are different forms of on-the-job training methods such as mentoring, job
rotation etc. from the view point of CG Davidson, McPhail and Barry (2011) the most common
used on-the-job training method is mentoring in which the higher level personnel impart one to
one training to the staff while they are performing their job role. Under this method, mentor is
accountable for providing training and responsible for the activities performed by staff within the
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hotel premises. Another on-the-job method that is used by the hospitality organisation is job
rotation in which the employees or staff within the hotel is shifted towards other job in the hotel
so that they may overcome the monotonous or boredom activities. As pert the view of Costen
and Salazar (2011) job rotation method is consider as significant method that mainly focuses on
enhancing the skills of individual so that they may easily perform the different activities within
the hospitality environment. Moreover, it also consider as an effective training method that
support the staff or employees to perform different job role within the hospitality organisation on
effective and efficient manner. Along with this, another advantage of job rotation within the
hospitality organisation is that their key objective is to engage in employee development
activities. As, this training method provides a clear opportunities for staff and employees to earn
the promotions so that they may deliver the different range of services to the customers. On the
contrary to this, Ip, Leung and Law (2011) has stated that enabling this training method
sometime resist the employees as rotating the job of senior or experienced personnel who are
comfortable with the job may often feel loaded with the change in job. In addition to this,
another advantage of enabling mentoring method is that it do not allow the employees to feel
isolated within the workplace as mentor within the hospitality organisation support them or
encourages them to interact with the other individuals. On the contrary to this, Kalargyrou and
Woods (2011) has also stated mentoring sometime also lead to higher the frustration level of
mentor of the staff or mentee is unable to progress quickly. In this situation it also ensure that it
might results in attaining the higher dissatisfaction among the staff that directly impact the
delivery of services within the hospitality organisation (The Advantages of Mentoring in the
Workplace. 2017).
Despite of on-the-job methods there are different off-the-job training methods that must
be used within the hospitality organisation so that they may easily enhance the skills and
knowledge of staff that positively impact in delivering the services. The foremost off-the-job
training method that is used within the hospitality organisation include conducting lecture and
seminars. According to Salas, Kraiger and Smith-Jentsch (2012) it is consider as conventional
training method in which the professional or expertise conduct seminar for all the staff so that
they may enhance their knowledge regarding the job role. The key advantage of lecture and
seminar method is that it ensure communication among the large mass of audiences regarding the
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selected topic. On the contrary to this, Ehrhardt and et.al (2011) has also stated that with the
certain advantage there is disadvantage of using this training method that is it only engage in one
way communication that might results in arousing the certain misunderstanding. Another method
of off-the-job training is case study method in which the supervisor impart training through
providing them real case study examples so that staff may easily solve the case through applying
their own knowledge and information. From the view point of Wilson (2014) it has been
assessed that with the help of applying this training method it may easily raise the decision-
making skills of the staff within the hospitality organisation so that they may easily take the
effective decision that is beneficial for the organisation.
Training and development is considered to be an important for employees of hotel as it is
concerned with enhancing skills for a particular purpose. There is a much significance of training
on the performance of employees. The management of hotel has conducted training of its
employees for the following reasons that is the employees within the hotel will be able to help
the client or its customers in the appropriate way, so that customer will not be left unsatisfied.
Through considering the viewpoint of Harrison (2011) it also increases employee satisfaction
along with employee morale and retention, which decreases hiring rates.
By effective training being provided, morale and commitment of employees will increase
and they will feel as a valued and important resource, which will improve their performance in
rendering amazing hospitality services to its customers. Along with this. It is the part of service
quality that effects the performance of hospitality organisation in positive manner. Training of
employees helps the hotel to build team spirit within them and also it will lead to accurate work
results and success of organization. In addition to this, Clarke (2012) has also stated that it
enhances the capabilities of staff and also increases their competitive advantage. It will motivate
them to perform better in rendering services to their prestigious customers. Effective training
also improve the performance of employees within the hotel as they will be capable to attend
their guests timely and also employees can avoid mistakes and accidents on the job. It also
enable the employees to cope with organizational and technological change as it acts as an
invaluable investment to Marriott hotel.
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2.4 Impact of training and development on service delivery
From the view point Beier, Teachout and Cox (2012) it has been assessed that engaging
in training and development activities positively impact in amending the skills of staff that
directly contribute towards delivering the quality services to the customers. With the help of
imparting training it enhances the service delivery of staff as they deliver accordant with the
requirement and needs of customers. For instance, guests visited the hotel and ask for the
assistance regarding accommodation. In this situation if the front office staff is highly trained
and qualified then it might results in delivering effective and prompt services to the customers
and guests. On the contrary to this, if the staff at front office is not trained then it might results in
delivering the incompetent or ineffective services to the guests that results in attaining
dissatisfaction regarding the hotel services.
In addition to this, Bertolino, Truxillo and Fraccaroli (2011) has also stated that employee
training is consider as effective aspect that results in improving the performance of employees
within the organisation thus it ultimately results in attaining the growth within the organisational
performance. Moreover, there is positive relationship among the training and development on the
service delivery as employees are competent enough to deliver the effective services that meets
the satisfaction level of customers and guests. With the help of training and development
activities it also positively impact the performance of employees so that they may effectively
renders the services to their guests and customers those who are visiting their hotel for having
pleasant stay. On the contrary to this, Brown and Sitzmann (2011) has also stated that if the staff
has provided with the wrong training material then it may negatively impact their services as
they are unaware regarding the actual requirement of guests and they deliver wrong services to
them. In addition to this, it has been also assess that with providing negative training to them
they can results in delivering the improper services to their guests that results in attaining
dissatisfaction among them.
Whereas, it has been also assessed that for improving the basic service delivery within
the hospitality organisation management must focuses on providing training to their staff so that
they may easily deliver the required services without any problem or error. It has been critically
evaluated that training and development plays significant role in developing the employees that
directly outcome in attaining or raising their productivity as they have acquire the knowledge and
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amend their skills related with the job. Therefore, it supports in reaching towards accomplishing
the objectives and goals.
2.5 Conclusion
From the above chapter that is literature review it has been concluded that training and
development plays significant role within the hospitality organisation as it benefit the staff in
developing and amending their skills that supports in delivering the quality services to different
customers. On the other hand, the chapter also inclined towards attaining the knowledge
regarding different training methods that is used within the hospitality organisation to train their
staff and employees so that they may easily meet the service requirement of customers.
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CHAPTER 3- RESEARCH METHODOLOGY
Another chapter within the research project focuses on justifying the methods as well as
research techniques that is employed to accomplish the aim of project that is to evaluate the
impact of training and development of employees on the delivery of customer services. In order
to accomplish the stated aims and objectives effective research methodology will be selected to
accumulate the required information and data related with topic.
3.2 Research design structure
Research design is consider as important aspect within the research that will support the
researcher in addressing the topic in effective manner through gaining necessary data. The
research design is consider as an effective research specification that focuses on blue print of the
research that mainly carriers how the data or information will be collected, measured or
formatted so that research may acquire the adequate information (Jackson, 2011). There are
different form of research design technique that will be used by researcher for collecting the data
related with the topic that mainly include descriptive design, exploratory design as well as
experimental design etc. for the present research project the selected research design is
descriptive design as it support the researcher to engage in carrying out the in-depth and
descriptive research for the selected topic that is measuring the impact of training and
development on the development and performance of employees. The justification for selecting
this design technique is that with the help of this researcher may easily gain the positive and
negative impact of training and development methods on the development of employees. Along
with this, with the help of using this research design investigator would results in gaining new
ideas and information that is beneficial for them to engage in introducing the training and
development approaches.
3.3 Methods used
Sample organization
This research project will focuses on undertaking the research by taking data with the
help of framing questionnaire that is circulated among the staff within the hospitality
organisation that is Marriott International, UK. It is one of the leading hospitality organisation
within the UK that deals in serving numerous of services related with accommodation as well as
food services to different segment customers and guests (Kothari, 2011). The hospitality
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organisation also manages and franchises the broad portfolio of lodging and hotel in the different
region. Along with this, hospitality organisation also have more than 5700 properties in the
different countries that meet all the leisure and luxurious requirement of guests and customers.
The company is the best place to be work by the staff and employees.
Along with this for carrying out the research project in effective manner researcher may
also focuses on sampling technique. With the help of choosing or selecting the sample researcher
may easily gain the required information and data (Amaratunga and et. al, 2002). Sampling is
considered to be the most crucial characteristic within the research methodology as it principally
focuses on the selection of most appropriate representative for the investigation in order to
acquire accurate information from the survey. For the present research project the selected
sample size is 50 employees operating their activities and services within the Marriott
International UK. For selecting the sample size researcher will use simple random sampling that
so that researcher may impartially select the staff and employees for the survey.
Research approach
Another specification within the research is research approach it is defined as the key
way in which the researcher will conduct study forward so that they may assists in attaining the
desired aim and objectives (Silverman, 2010). The present research project will focuses on
evaluating the impact of training and development on the performance of employees for this the
research will uses the inductive approach. Under this research approach the researcher will
focuses on observation then researcher will frame the tentative hypothesis and then it may results
in formulating the theory that would support in conducting the research in effective manner.
Whereas another research approach is deductive approach that is associated with the
development of proposal which is resulting from the suggestion of the theory. Here conclusions
are derived from the premises and takes place with the expected pattern that is tested against the
observation (Coviello, 2005). Therefore, for the present research project the selected research
approach is inductive approach.
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Data Collection methods
For conducting the successful research there are different data collection method will be
used by the researcher so that they may easily accumulate the relevant and reliable information
for the research project. There are different data collection method that will be used by
researcher for conducting the proper research it mainly include primary method as well as
secondary method. The foremost data collection method that will be used by the researcher
include primary method in which the researcher will accumulate the first hand information and
data with the help of devising questionnaire or thorough conducting interview. The significance
of using primary method for data collection is that it support the investigator in accumulating the
reliable and accurate information that benefit in accomplishing the aim and objectives of the
research project (Downey Hamilton and Catterall, 2007). On the other hand, another data
collection method that will be used by researcher include using secondary methods and sources
for accumulating the data. For collecting the secondary data and information researcher will
focuses on using the published source, articles as well online journals etc. that support the
researcher in collecting the adequate information and data that support them in understanding the
impact of training and development on the development of employees and staff performance
within the hospitality organisation. For the present research project the selected data collection
method will be both primary as well as secondary as they assists in gaining reliable information
that support in attaining the stated aim and objectives.
Data analysis methods
Another specification within the research methodology include data analysis method it
focuses on the method that will focused by investigator so that they may effectively measure and
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analyse the data. It has been assessed that after collecting the data from various sources it is
essential for the researcher to analyse the gathered information with using the appropriate
technique so that close findings or results can be acquired easily. Primarily there are two
techniques that is used by the researcher for analysing the data namely quantitative and
qualitative technique (Durling, 2002). Investigation technique directly calculate on the kind of
survey or examination that has been conducted by the seeker. Under quantitative technique the
researcher will focuses on using the different analytical methods and tools for managing and
analysing the data. On the other hand, another data analysis technique that qualitative technique
in which the researcher will engage in thematic analysis. For the present research project the
researcher will focuses on the qualitative technique in which the researcher will focuses on the
designing the theme on the basis on questionnaire and interpret the theme accordant with the
answer provided by the sample.
3.4 Access and ethics
In order to conduct the proper research there are some key areas as well as ethical issues
that need to be covered by the researcher that mainly include privacy of respondents, deception
of respondents as well as maintenance of acquired data. It has been further assessed that for
executing the study or research project in ethical and proper manner, it is required by researcher
to engage in ethical aspects. Furthermore in this respect they are bound to maintain privacy of
respondents from whom information has been collected so that other or third party may not
utilize the data for other purposes. Whereas to store the information collected from the secured
sources will be also focused by the researcher. Ethical procedure assists in deciding what is right
and fallacious with respect to society, individual and other parties. It entirely focuses on
protecting the right of people and maintain interest of people those are connected with the study
related with evaluating the impact of training and development on the performance of employees
those who are rendering services within the hospitality organisation. Often it is accomplished
that third party may exercise the important data gathered by investigator but the secrecy issue is
focused so that no other party will be allowed to approach or access the data. Furthermore the
issue that is associated with biasness is mainly focused so that suitable outcome can be acquired
by disposing the entire study on the topic.
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3.5 Validity and credibility
Research credibility as well as reliability assists the researcher and investigator in
obviating any kind of incompatibility and dissimilarity linked with the investigation and prevents
researcher in carrying out the aims of the study. Reliability plays significant role in the research
that directly assist investigator to conduct experiments in similar manner and main stress is on
uniformity of outcomes and safety of standardization. On the other hand research validity helps
in knowing the exactness from the acquired aims and objectives in order to acquire proper series
of the investigation. It immediately assists in intentional the accuracy of the research from
conducting the survey that view in accomplishing the main aim of the investigation. The validity
and credibility also state that the present study will be carried out in accurate mode so that right
outcome can be easily acquired. Furthermore researcher has paid attention on various activities
like at the time of assembling data and analysing it with the help of using appropriate technique.
Therefore it can be easily said that research is reliable as data has been collected from trusted
source. Whereas any information which is too old is not considered and data published before the
year 2000 has not been used in the study by researcher. So it can be said that data collected is
valid and reliable too.
20

21

Collection of data
22
Less than a year
1-2 years
2-5 years
5-10 years
More than 10 years
0 2 4 6 8 10 12 14 16 18
How long you have been working in the Marriott
International, UK?
Column B
Training programs that are rendered within
the Marriott International are relevant to the
job practice
Definitely
To some level
Not sure
Not at all
This number of respondents should be in appendix. Not here…

23
Yes Not Not sure
0
5
10
15
20
25
Employees have knowledge regarding the
strategies as well as policies related with
training and development
Column B
Individual or staff is been selected on the
ground of there performance rendered within the
organisation.
On the basis of
employee performance
On the ground of time
period that employees
have spent within the
organisation
On the basis of
recommendation by the
superior
On the basis of policy
within the organisation
Individual request

24
Yes
No
Not sure
0 5 10 15 20 25
Yes training or grooming program within the hospitality
organisation assists you in enhancing and growing
your performance level.
Column B
On the Job training methods is usually adopted by Marriott
International for their staff and employees.
On the job training methods
Simulation
Off the job training methods
Seminars
Presentations

25
Every quarter
Every month
Half year
Annually
No particular agenda
0
2
4
6
8
10
12
14
16
Every month employees are engaged in training activity
within the premises.
Column B

CHAPTER 5- ANALYSIS AND DISCUSSION
From the above findings of data and information with the help of primary and secondary
research it has been analysed that training and development plays significant role in the
development of employee performance and activities. Researcher has focused on analysing or
comparing the findings from the conducted literature review so that it may easily assess the
impact of training and development.
Theme 1- Training programs that are rendered within the Marriott International are relevant
to the job practice.
From the above devised questionnaire it has been assessed that training and development
among the staff plays significant role as it support in amending the existing skills and abilities of
them so that they may properly perform their job in effective manner. Out of 50 respondents 25
employees has stated that training and development program that are delivered within the
hospitality organization are relevant to the job of individual staff within the premises. On the
other hand, 10 employees within the Marriott International has stated that training method within
the hospitality organization are somehow relevant to the job practice performed by the staff.
From the conducted literature review has also stated that training program implemented within
the hospitality organization must be accordant with the requirement and need of the staff so that
they may perform their job role in the effective manner.
Theme 2- Employees have knowledge regarding the strategies as well as policies related with
training and development that is engaged within the hospitality organisation.
With the help of above accumulated data it has been stated that employees and staff
within the organisation are well known regarding the activities and strategies related with the
training within the hospitality organisation. From 50 respondents around half of the employees
are in the favour that they have knowledge or information regarding the training policies and
strategies that are implemented within the premises for amending the skills and abilities of staff
so that they may perform their job activities in proper and effective manner. On the other hand,
15 respondents has presented contradictory statement that they have information regarding the
training and development policies that are implemented by the hospitality premises.
Theme 3- Individual or staff is been selected on the ground of their performance rendered
within the organisation.
26

From the above findings it has been examined that 16 respondents out of 50 has stated
that manager within the Marriott International selects their staff for the training and development
on the ground of their existing level of services and performance that they deliver within the
organisation. So, that with the help of providing training and development to them they can
further enhance or amend their skills related with the job. On the other hand, 10 respondents has
stated that on the basis of time period spend within the hospitality organisation manager provide
them training and development so that they may easily enhance their level of performance. From
the conducted secondary research has also stated that with the help of there are some other basis
also that assists in selecting the candidate or staff for the training program that is on the basis of
superior recommendations or on the request of individual.
Theme 4- Yes training or grooming program within the hospitality organisation assists you in
enhancing and growing your performance level.
From the above accumulated data it has been summarizes that most of the respondents
that is 23 employees within the hospitality organisation has stated that training and development
plays significant role as it support in enhancing the performance level of staff. From this it can be
also assessed that Marriott International engage in offering range of training and development
program within the premises that support in enhancing the performance of employees that
ultimately improve the overall performance of organisation. On the other hand, remaining
respondents have stated the contradictory statement that training and development program
within the organisation do not engage in enhancing the performance level of the employees
within the hospitality organisation. With the help of conducted literature review has also stated
that training and development activities assists the individual staff in grooming their skills and
abilities that results in raising their performance level.
Theme 5- On the Job training methods is usually adopted by Marriott International for their
staff and employees.
From the above finding it has been assessed that there are different methods and
techniques of training that is used within the Marriott International that support in enhancing and
grooming the staff so that they may effectively perform their activities within the premises. Out
of 50 respondents around 19 respondents has stated on the job training method is adopted by the
Marriott International for developing their staff so that they may easily perform the required job
27

activities in proper manner. On the job training method is consider as an effective method that
support the staff to amend and develop their skills while performing the job so that they may
practically enhance their skills by performing the activities. On the other hand, 9 respondents has
stated that they are in the favour that off the job training method support the staff in enhancing
and growing their skills outside the working environment so that it may perform the activities in
proper manner. From the above findings it has been also discussed that respondents are in favour
that hospitality organisation often use the simulation and seminar technique for developing their
employees so that they may easily deliver the quality services to the customers and guests that
further results in meeting their leisure and luxurious needs.
Theme 6- Every month employees are engaged in training activity within the premises.
With the help of above findings and statistical data it has been assessed that majority of
the respondent is in the favour that Marriott International manager often or monthly engage in
the training activities and practices that support them in enhancing and developing the skills and
abilities. Out of 50 respondents 15 employees has stated that manager monthly engage in the
training activities that further enhances their delivery of services to the ultimate customers or
guests within the hotel. On the other hand, 9 employees within the hotel has stated that every in
quarter employees are provided with the training so that they may render quality services that
benefit the brand image of the international organisation. Therefore, employees has summarizes
their response as in the contemporary environment training and development plays essential role
towards improving the existing skills and abilities of the staff.
28

CHAPTER 6- RECOMMENDATIONS AND CONCLUSION
With the help of above findings and discussion it has been summarizes that training and
development aspects within the organization plays significant role within the organization as it
support in developing the skills and abilities that ultimately impact the delivery of their services.
Benefits to the employees
Capital Improvement – when the organization doing training programmes they spend more
money during that time they thought the employees are as set they concern about the making
profit rather than the development of employees. This is the ongoing training.
Boost the job satisfaction and recognition – During the training period the employees will be
introduced the work what, how job role play during the hotel. It help that they understand the
work and they also motivate that work.
Encourages self-development and self-confidence – when we trained the employees they also
understand the type of role they play in the business. They are more confidence their work so
that they provide more services
More employees closer to personal goal -in this raining period the employees also determined
their capability and potential of the work in present as well as future for the promotion.
Effective problem solver- in the practical training the employee’s tare also help the taking
decision at the right time for right decision.
Employees are become more productive – during the training the employees have full fill their
knowledge, skill, ability, and improve their efficiency to doing work in the organization so that
they also improve their productivity.
Employees Performance – the performance level of employees get increase and essential help,
in offering sound services to the customers hotel is even increased the even attained in the
market place it boost the customer satisfaction to the customers.
Recommendation
The certain recommendations for improving the training and development practices
mainly focuses on different strategies such as-
With the help of the study of training and development we can say this is play a vital role
in the organization and also make the more efficiency and competence in the company in the
Marriott International. Hotel are used the major for offering services and dealing with the
29

customers training is the more essential element of the service industry so that the employees can
motivate the work they achieving the goal and objective of the organisation. The Marriott hotel
also used the training programme for the giving the training for its employees.
Mentoring – it is the ongoing training method it is the based on the relationship oriented the
Marriott hotel also used the training programme because the employees have interaction and
better relation to the customer so that the goodwill of hotel also increased. In this training
method the immediate manager also involved this process.
Coaching - It is the based on the task oriented it is the process managing effectively how to
frame the strategy for the business it is the short time period of time it acquiring the knowledge
skill to the competency
Off the job training methods - there are many methods which the company has adopted about
training and development of its employees in Marriott. These are the methods which are
activated away from the field of the job. Various methods which the company can enhance the
training and development of the employees in Marriott are as:
 case study methodologies
 incident methodologies
 role play
 in basket method
 business games
 grid training
 lectures
 simulation
 management education
From the help of these methods, the manager of Marriott, Aim to improve the training and
development of the employees of company.
Another method of improving the development and training method is getting feedback of the
employees. It means that the manager should ask for the feedback for which the company about
the suggestions and advices regarding the business operations. The manager should involve the
employees to get feedback and also they should be involved in the decision making process so
30

that they should be aware of the way in which decision making is done. It increases the
capability of the employees by which they can feel motivated and feel like family in the hotel.
Whereas, it is also completed that within the hospitality organization implementing on
the job training method is reviewed as one of the most impelling method that support in
amending and improving the skills and competencies of hospitality staff so that they may easily
rendered the quality services to their numerous of guests and customers. This is because, with the
help of adopting on the job training method it will support the staff to amend their skills and
learning while performing the actual job within the working environment. Hence, it is stated that
from the different methods on-the-job training method is consider as an effective form of training
methods.
In order to conduct the present research effective tools have been deployed by the
researcher. With the assistance of these research methodology techniques highly diversified and
authentic data has been gathered for conducting the research. The descriptive style of research
design has been applied as it support the researcher to engage in carrying out the in-depth
information for measuring the impact of training and development on performance of employees.
Further, an inductive technique has been applied for development of tentative hypothesis and
formulation of theory that would support in conducting the research in effective manner. Both
primary and secondary sources have been used to collect highly authentic and diversified data for
realization of precise results. In addition, qualitative technique has been used to analyse the data
which has been collected. With the assistance of these tools and techniques the researcher was
able to gather precise information in respect to the training and development being practised in
Marriott Hotel.
31

BIBLIOGRAPHY
Books and Journals
Beier, M. E., Teachout, M. S. and Cox, C. B., 2012. 23 The Training and Development of an
Aging Workforce. The Oxford handbook of work and aging, pp.436.
Bertolino, M., Truxillo, D. M. and Fraccaroli, F., 2011. Age as moderator of the relationship of
proactive personality with training motivation, perceived career development from
training, and training behavioral intentions. Journal of Organizational Behavior. 32(2),
pp.248-263.
Brown, K. G. and Sitzmann, T., 2011. Training and employee development for improved
performance.
CG Davidson, M., McPhail, R. and Barry, S., 2011. Hospitality HRM: past, present and the
future. International Journal of Contemporary Hospitality Management. 23(4). pp.498-
516.
Clarke, N., 2012. Evaluating leadership training and development: a levels-of-analysis
perspective. Human Resource Development Quarterly. 23(4). pp.441-460.
Costen, W. M. and Salazar, J., 2011. The impact of training and development on employee job
satisfaction, loyalty, and intent to stay in the lodging industry. Journal of Human
Resources in Hospitality & Tourism. 10(3). pp.273-284.
Ehrhardt, K. and et.al., 2011. An examination of the relationship between training
comprehensiveness and organizational commitment: Further exploration of training
perceptions and employee attitudes. Human Resource Development Quarterly. 22(4).
pp.459-489.
Harrison, R., 2011. Learning and development. Development and Learning in Organizations: An
International Journal. 26(1).
Ip, C., Leung, R. and Law, R., 2011. Progress and development of information and
communication technologies in hospitality. International Journal of Contemporary
Hospitality Management. 23(4). pp.533-551.
Jodlbauer, S. and et.al., 2012. The relationship between job dissatisfaction and training
transfer. International Journal of Training and Development. 16(1). pp.39-53.
Kalargyrou, V. and Woods, R.H., 2011. Wanted: training competencies for the twenty-first
century. International Journal of Contemporary Hospitality Management. 23(3). pp.361-
376.
Noe, R. A. and Tews, M. J., 2012. Realigning training and development research to contribute to
the psychology of competitive advantage. Industrial and Organizational Psychology. 5(1),
pp.101-104.
Salas, E., Kraiger, K. and Smith-Jentsch, K. A., 2012. The science of training and development
in organizations: What matters in practice. Psychological science in the public interest.
13(2). pp.74-101.
Wilson, J. P., 2014. International human resource development: Learning, education and training
for individuals and organisations. Development and Learning in Organizations, 28(2).
Jackson, S., 2011. Research Methods and Statistics: A Critical Thinking Approach. 4th ed.
Cengage Learning.
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Kothari, R. C., 2011. Research Methodology: Methods and Techniques. New Age International.
Silverman, D., 2010. Qualitative research. Sage.
Amaratunga, D. and et. al, 2002. Quantitative and qualitative research in the built environment:
application of “mixed” research approach. Work Study. 51(1) .pp.17 – 31.
Coviello, E. N., 2005. Integrating qualitative and quantitative techniques in network analysis.
Qualitative Market Research: An International Journal. 8(1) .pp.39 – 60.
Downey, H. Hamilton, K. and Catterall, M., 2007. Researching vulnerability: what about the
researcher? European Journal of Marketing. 41(7/8) .pp.734 – 739.
Durling, D., 2002. Discourses on research and the PhD in Design. Quality Assurance in
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Online
The Advantages of Mentoring in the Workplace. 2017. [Online]. Available through:
<http://smallbusiness.chron.com/advantages-mentoring-workplace-18437.html>.
[Accessed on 22nd February 2017].
33

APPENDIX
Gantt chart
34
Activity Week
1 2 3 4 5 6 7 8 9 10 11 12 13 14
Project selection
Project proposal
Literature review
articles selection
Literature review
reading
Writing of
Introduction and
Aims and Objectives
Literature review
writing
Methodology
specification
Final adjustments
Research project
submission

CHAPTER 4- FINDINGS
Questionnaire
Part-A
Demographic Information
Name:
Gender:
1. Male
2. Female
Designation:
Part- B
How long you have been working in the Marriott International, UK?
() Less than a year
() 1-2 years
() 2-5 years
() 5-10 years
() More than 10 years
Training programs that are rendered within the Marriott International is relevant to the
job practice?
() Definitely
() To some level
() Not sure
() Not at all
Do you have knowledge regarding the strategies as well as policies related with training
and development that is engaged within the hospitality organisation?
() Yes
() No
() Not sure
How the individual or staff is been selected for the grooming and training within the
organisation?
() On the basis of employee performance
() On the ground of time period that employees have spent within the organisation
() On the basis of recommendation by the superior
() On the basis of policy within the organisation
() Individual request
35

Does the training or grooming program within the hospitality organisation assists you in
enhancing and growing your performance level?
() Yes
() No
() Not sure
What are the methods of training that is usually adopted by Marriott International for
their staff and employees?
() On the job training methods
() Simulation
() Off the job training methods
() Seminars
() Presentations
How much assessment you will yield to training programs that are in operation within the
hospitality organisation?
() First-class
() Very good
() Normal
() Poor
() Very poor
How oftentimes do you are engaged in training activity within the premises?
() Every quarter
() Every month
() Half year
() Annually
() No particular agenda
Recommend some of the improvements that you want within the training programs that
are operating within the hospitality organisation?
_____________________________________________________________________________
___________________________________________________________________________
How long you have been working in the Marriott International, UK?
Number of
respondents
Less than a year 5
36

1-2 years 12
2-5 years 18
5-10 years 10
More than 10 years 5
Training programs that are rendered within the Marriott
International is relevant to the job practice?
Number of
respondents
Definitely 25
To some level 10
Not sure 5
Not at all 10
Do you have knowledge regarding the strategies as well as policies
related with training and development that is engaged within the
hospitality organization?
Number of
respondents
Yes 25
Not 15
Not sure 10
How the individual or staff is been selected for the grooming and training
within the organisation?
Number pf
respondents
On the basis of employee performance 16
On the ground of time period that employees have spent within the
organisation 10
On the basis of recommendation by the superior 9
On the basis of policy within the organisation 8
Individual request 7
Does the training or grooming program within the hospitality
organisation assists you in enhancing and growing your performance
Number of
respondents
37

level?
Yes 23
No 10
Not sure 17
What are the methods of training that is usually adopted by Marriott
International for their staff and employees?
Number of
respondents
On the job training methods 19
Simulation 10
Off the job training methods 9
Seminars 8
Presentations 4
How oftentimes do you are engaged in training activity within the
premises?
Number of
respondents
Every quarter 9
Every month 15
Half year 8
Annually 7
No particular agenda 11
38