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Mentoring Program Assignment

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Added on  2019-12-28

Mentoring Program Assignment

   Added on 2019-12-28

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Submission Front SheetAssignment Code: ...Complete and copy this page and add it as the front sheet to your onlinesubmission
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Evaluate the impact of training and developmentof employees on the delivery of customer services2
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ACKNOWLEDGMENT I repose on my deepest gratitude to my mentor who inspired and guided me with hiswisdom and knowledge. His commitment to the highest standards motivated me to carry out theentire dissertation in the right manner. I would express sincere thanks to my family members andfriends who provided me immense support throughout the entire research work. I would also liketo thank my colleagues and team members who helped me in gathering the data for the study andits analysis. 3
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ABSTRACT Aim of present study is to to evaluate the impact of training and development ofemployees on the delivery of customer services. With the changing preferences of customershospitality organisation must focuses on imparting training and development to their staff so thatthey may easily support the staff in amending their knowledge so that they may easily deliver therequired services to customers. With the help of training staff within the organisation woulddeliver required services to customers and results in attaining their satisfaction level. To sustainin the competitive environment business organisation requires highly competent workforce aswithout having proper knowledge regarding the area results in delivering ineffective services. For the present research project the selected sample size is 50 employees operating theiractivities and services within the Marriott International UK. For selecting the sample sizeresearcher will use simple random sampling that so that researcher may impartially select thestaff and employees for the survey. the organisation do not engage in enhancing the performancelevel of the employees within the hospitality organisation. With the help of conducted literaturereview has also stated that training and development activities assists the individual staff ingrooming their skills and abilities that results in raising their performance level. 4Abstract reflects about the summary of the research project,example, start with the aim/s, methods you have used, samplesizes, results you have found based on your research.
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EXECUTIVE SUMMARYIt is the Human resources functions it relate the teaching and learning nature to acquirethe specific knowledge, skill, ability to doing a particular task in the organisation. In the modernhotel concept training is the important part of the many ways it increase the productivity ofemployees when they have knowledge, skill, experiences, it also motivate the employees todoing the job for recognize the training programmes. Training and development of employees ofan organization plays an important role in the overall development of the company. There aremany ways in which company can improve the training and development methods in a businessfirm. The manager of Marriott aim to improve the training and development sessions I order toenhance its efficiency in the hospitality sector. There are certain benefits of the training and development program for the staff that isMarriott hotel is able to gain the consistency in the performance of employees that offering theappropriate and required services it minimize the situation of deviation of the place in the senseof goodwill of the hotel this enhance the effectiveness in the market. Along with this, it make theemployees effective in their work for their complete in the set time frame in this satisfaction thecompany can retain their more employees. In addition to this, it also reduce the attrition rate inthe company which company need to low recruitment and selection it also reduce the operationalissues. 5You can include this executive summarywith Abstract.Executive summary applies for report
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TABLE OF CONTENTSAcknowledgment..................................................................................................................................3Abstract.................................................................................................................................................4Executive Summary..............................................................................................................................5Table of Contents.................................................................................................................................6CHAPTER 1- INTRODUCTION........................................................................................................71.1 Context...................................................................................................................................71.2 Research aims and objectives................................................................................................8CHAPTER 2- LITERATURE REVEIW...........................................................................................102.1 Introduction..........................................................................................................................102.2 The concept of customer service within hospitality industry..............................................102.3 Methods of training and development.................................................................................112.4 Impact of training and development on service delivery.....................................................142.5 Conclusion...........................................................................................................................15CHAPTER 3- RESEARCH METHODOLOGY................................................................................163.2 Research design structure....................................................................................................163.3 Methods used.......................................................................................................................163.4 Access and ethics.................................................................................................................193.5 Validity and credibility........................................................................................................20CHAPTER 4- FINDINGS..................................................................................................................21CHAPTER 5- ANALYSIS AND DISCUSSION...............................................................................28CHAPTER 6- RECOMMENDATIONS AND CONCLUSION.......................................................31Bibliography.......................................................................................................................................34Appendix............................................................................................................................................36Gantt chart..................................................................................................................................366
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CHAPTER 1- INTRODUCTION1.1 ContextWith the changing preferences of customers, hospitality organisation must focus onimparting training and development to their staff so that they can easily support the staff inenhancing 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 thecustomers and it will result in attaining their satisfaction level. To sustain in the competitiveenvironment, business organisation requires highly competent workforce as it assists indelivering the required services to the guests and customers. Therefore, lack of training isconsidered as one of the common problem that leads to dissatisfaction among staff and affectstheir delivery of services to the customers. The concept of customer services plays a significantrole within the hospitality industry and further supports the organisation in delivering qualityservices to their customers. Along with this, it has been critically evaluated that the businessesare required to keep their customers satisfied so that they can engage in selecting their services inthe future also. With the assistance of training programs within the hospitality organisation, manager canraise the capabilities of employees and which will enable them to give their best and superiorperformance to the enterprise. In addition to this, employee training and development programs plays a significant roleas motivator within the hospitality organisation (Jodlbauer and et.al. 2012). This is because; suchprogram helps the staff or employees of the organisation in attaining development and growthwithin 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 performancewhich is rendered by the employees. The present research project will focus on analysing the impact of training anddevelopment on delivering services to the customers within the hospitality industry. The chapterwill also outline the key aim and objectives that support the researcher to conduct study in anappropriate manner and measures the importance of training and development within theMarriott International, UK. Training and development is the key process which mainly engagesin improving and improving skills and abilities of the staff who are working in the hotel so that7
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they can deliver quality and standard services to their customers and guests. For the presentresearch project, the study will be conducted on Marriott International, UK. It is one of theleading 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 toengage in training and development activities so that they may easily enhances their skills andattributes. Along with this, it is also assessed that to render or deliver the quality services tocustomers, it is essential for the hospitality organisation to train and develop their staff membersso that they may deliver the quality services. Thus, it directly impacts satisfaction level ofcustomers and guests who are visiting their hotel. Employee training and development isimportant in the hospitality organisation as their ultimate aim is to deliver quality services as itleads to satisfy their customers.Along with this, the entire research emphasize on the hospitality organisation and trainingand development method which is used by them for their employees so that they can easilydeliver the quality services to their guests. With the help of conducting the research on this topicit will also support the researcher in investigating different training methods which is used by thehospitality organisation for their staff so that they can outcome in delivering qualityaccommodation and food services to the guests and customers. 1.2 Research aims and objectivesFor carrying out the research project in a proper manner aim and objectives has beenframed which support the researcher in conducting research in an effective manner. With theincreasing need of training and development, human resource management stresses on devisingstrategies that help in enhancing skills and abilities of the staff. Aim- To evaluate the impact of training and development of employees on the delivery ofcustomer 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 MarriottInternational.8Good
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