The importance of employee training and development in maximisation of customer service in Hilton
Added on -2020-07-23
Research Project TASK 11 1.11 1.2 Literature Review 2 1.32 1.45 1.56 TASK 27 2.17 2.27 2.39 TASK 310 3.110 3.211 3.314 TASK 415 4.115 Covered in PPT15 REFERENCES 16 TASK 1 1 1.1 Title – The significance of employees training as well as development in maximisation of customer service in Hilton. So as to make survival with sustainability and consistency in regards with profits and revenues which are being earned , it is significant
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Research Project
Table of ContentsTASK 1............................................................................................................................................11.1...........................................................................................................................................11.2 Literature Review.............................................................................................................21.3...........................................................................................................................................21.4...........................................................................................................................................51.5...........................................................................................................................................6TASK 2............................................................................................................................................72.1...........................................................................................................................................72.2...........................................................................................................................................72.3...........................................................................................................................................9TASK 3..........................................................................................................................................103.1.........................................................................................................................................103.2.........................................................................................................................................113.3.........................................................................................................................................14TASK 4..........................................................................................................................................154.1.........................................................................................................................................15Covered in PPT.....................................................................................................................15REFERENCES..............................................................................................................................16
TASK 11.1Title – The significance of employees training as well as development in maximisation ofcustomer service in Hilton. IntroductionIn order to have a successful business in entire is one of the major challenge for variouskinds of organisations who are making operation in market due to several inner and outer factors.So as to make survival with sustainability and consistency in regards with profits and revenueswhich are being earned , it is significant that organisation's human resource should beadministered in appropriate manner and necessary development and training should also be givenso that there will be proper satisfaction of requirements and needs of customers. In the sector ofhospitality, most significant department is customer service, that must be of good standard sothat there will be more customers who will make use of services. Development and training ofemployees is vital as they are considered as manpower of a business who assist in maximisingprofit (Hollebeek and et.al., 2014). BackgroundHilton is considered as one of the fastest and largest growing hospitality organisation inworld having 5000 properties or more and 825,000 rooms or more in 103 territories andcountries. Hilton has developed a portfolio of around 14 world class brands, which involvesbrands of Hilton hotel and resorts. Premier brand portfolio of an organisation includes WaldorfAstoria Resorts and Hotels, Double Tree, Conrad Resorts & Hotels, Home-wood Suites etc.Organisation also have members of around 65 million in customer loyalty award winningprogram. Aim & ObjectivesAim – To analyse significance of development and training of staff in improving services ofcustomers – a case study of Hilton HotelObjectivesTo ascertain role of development and training of staff in Hilton.To analyse significance of customer service in Hilton.To determine relationship among customer service and training.1
To suggest different ways with the support of which services of customers can bemaximised in Hilton. Research questions1.What are the employee's development and training role in Hilton ?2.What is the significance of customer service in Hilton ?3.What is the interrelationship of employee's training and customer service ?4.What are different ways by which services given to customers can be enhanced ?1.2 Literature ReviewThere are various kinds of factors that assist to give necessary contribution in selectionprocedure of research project. One of the major factor among different factors are maximisedcompetition level in hospitality sector due to which various employees in an organisation getsde-motivated with high amount of stress and work pressure. On the other hand, because of highindustry competition, several consumers get attracted to other resorts and hotels due to moreeffective services which are given to customers as they give good training to staff. Due to thesereasons; Hilton face difficulty in administration of customer service and face different problemslike reduced productivity and profit. On the different part, another factor which contribute for choice of research topic istermed as increased expectation level of customers (Lee and Ma, 2012). They are being termedas main source for generating profit and revenue in industry and hence it is important there mustbe provision of appropriate services so as to fulfil requirements and needs. Appropriateemployee's training is important which will support in improving services of customers. Theremust be proper training of staff in relation with different factors such as skills of problemsolving, listening, appropriate investment, action for customer feedback and many more. 1.3According to (Minazzi, 2015), training is a method which is used to develop a person toable to perform in the organisation, it is characterized as an action which make change in theconduct of individuals. Training is the fundamental piece of the human asset advancement,alongside different exercises of human asset like pay, determination and enrolment. The primarypart of the human asset division is to expand the viability of an association by giving learningand aptitudes to workers which will enhance the future and additionally current execution ofoccupation. Legitimate preparing in lodging industry will likewise help in the change of client2
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