Training and Development in Hospitality

This research project investigates the significance of training and development programs for employees in the hospitality industry, specifically focusing on Hilton Hotel in Kensington London. The project analyzes the impact of training on customer service, employee satisfaction, and overall business performance. It utilizes a descriptive research design, primary data collection through surveys, and a review of relevant literature to assess the effectiveness of training programs in the hospitality sector.

Research Project

ABSTRACT
The research report will discuss the value of training and development program for
employees in order to satisfy requirements of customers. The aim of research is to demonstrate
value of staff training and development in hospitality business and how it will help to improve
customer services. In section of literature review, description of concept, models of staff training,
theories, and will be discussed. The research closed Descriptive philosophy, deductive
approaches and positivism design of research. Data collection primary tools are used along with
survey procedure with close-ended questions to collection information regarding the research. In
addition to this, in recommendations, study provides strategies. Employees training and
development programs and requirement of consumers in order to improve quality of product and
service.

INTRODUCTION
It can be said that hospitality business is depended upon the consumers and tourists.
Hospitality industry can increase their business range by attracting customers towards their
service and can build popularity among them. The project will cover importance and
effectiveness of worker’s training and development programs in order to improve customer
service in hospitality business - a case study on Hilton Hotel in Kensighton London. In addition
to this, importance of training and development programs to improve skills and knowledge of
employees in order to deliver quality and effective services to customer will be explained in this
project.
Organisational background
There are a lot of firms operating in hospitality business and providing their services to
consumers all around the world. It is analysed that Hilton Hotel, London is one of the best
hospitality business founded in 1919. The firm is known for their quality services and products
offered to customers. The hotel has contemporary rooms and suites feature memory foam
mattresses as well as Wi-Fi, flat-screen TVs, mood lighting and HDMI panels for streaming and
games consoles. Meeting rooms and business centre with printers are provided and amenities
include an international restaurant with bar.
Aim and objectives
Aim- The aim of research project is to evaluate and determine effectiveness and importance of
training and development programs for employees and staff to deliver quality services to
customers – a case study on Hilton Hotel in Kensighton London.
Objectives:
 To critically measure the training and development process for staff and employees
 To determine improvement of the consumer services in case of Hilton hotel
 To identify ways to increase the level of consumer satisfaction and improvement process
for the recruitment process for employees.
 To critically measure value of the training and development procedure of Hilton Hotel
Research questions
 How does the training process helps Hilton hotel in proper functioning?
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 What development can be done for the best customer service?
 How the Hilton Hotel fulfil the requirements of the customers?
 What are the important areas within the training process?
Importance of the study
The research is important as it will help researcher to understand importance of staff
training and development programs. The research has been conducted in order to determine
outcomes regarding proper training and development programs to employees. Apart from this,
this research also helps the researcher and people to determine the issue regarding the training
process and requirement for the development of skills and knowledge regarding hospitality
business in order to deliver quality services to customers.
LITERATURE REVIEW
In the 21st century, growth of business depends on quality of services and effectiveness
on performance level of the workers. Thus, proper and appropriate training and development
programs are necessary for firm in order to provide strength to human workforce in terms of their
skills, quality, performance etc.
Concept of staff training
According to Goetsch and Davis, (2014) training and development program concept is
crucial for all businesses related to hospitality that it helps to increase skills and knowledge of
employee’s and staff. It is kind of process that aims to enhance performance level of workers in
order to deliver quality services to customers. Every business especially hospitality industry has
a need for experienced and trained employees in order to perform various activities within
business effectively. The importance of providing training and development programs for
employees in order to enhance their skills and knowledge has grown due to the complexity in
tasks. For an example, UK spend billions of dollars (estimated) every year towards training
programs and formal courses for improving skills of workers. The organisations have understood
importance of training and development programs as environment is changing towards complex
works.
In addition to this, competition is also rising day by day that rapid development of hotel
business is become a necessity for all. Moreover, the quality and effectiveness of services is
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dependent on skills of employees which are linked to their experiences, competences and
knowledge. This will help hotel business to lead development. Thus, employees training needs is
a vital important part of organisation since productivity and performance of workers increases.
Training is important to motivate and inspire workers by securing information needed for the
work and also help to know the important affairs. Clair and Milliman, (2017) stated that training
and development programs seen as key instrument in order to implement practices and policies
within firm effectively. A successful business always include important training and
development program and strategy for their staff and workers.
Today's climate of business is all about rapid growth in technology which have an impact
on society, workers as well as economy that training importance is increased more than ever.
Training and development programs helps organisation to enhance their productivity and
profitability by inspiring and motivating employees to understand their roles and responsibilities
of jobs and to provide information needed to perform these jobs effectively. There are some
general benefits of training and development programs such as it helps to enhance pleasure of
morale and work, motivation, efficiency, capacity to approve new technologies and methods. In
addition to this, it enhances innovative strategies and products and reduce worker circulation.
Employees learning can be described as a learning experience that helps to improve their
performance regarding their job at workplace. The training and development programs include
attitudes, behaviour, skills and knowledge. Managers are responsible to determine need of
training programs within a particular time period. Poor training leads to high circulation and
employees are unable to deliver quality services.
Training is a key that helps to improve job satisfaction Lo, Wu and Tsai, (2015) and also
maintain staff and other members to prevent from looking another work. This will help to
provide them opportunity to accomplish their goals and objectives in career within firm. This
will help workers to feel motivated that they are providing a positive and crucial contribution to
the business effectively. Different types of training programs are required for employees in terms
of technology advancement knowledge, working skills and personal growth and development
etc. this will help workers to enhance their abilities so that they can contribute maximum efforts
towards organisation effectively. High employee turnover is a major issue for firm which include
wasting time for interviewing new people.
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In addition to this, efforts are required to train them for the particular job which reduce
productivity. Effective training programs should be organised by professionals so that employees
can understand their roles and responsibilities towards individual work and to accomplish desired
goals and objectives. Low job satisfaction leads to high employee turnover rates. The hotel
manager must provide learning to each staff and employee to adhere them with code of practice
and conduct. This will also include members of management team that proper training is
required to them for the betterment of their work.
Theories and model of staff training
According to Anitha, (2014) management requires particular models and theories in order
to plan an effective training program for employees. Most of the models and theories contain five
steps. ADDIE model is one of the most common model used by businesses that it helps to
analyse needs, design the training program and develop where the training is rolled out to the
field in whatever form the design phase stipulated. And evaluate the procedures to determine
effectiveness of training program to accomplish its goals and objectives. Analysis is the first
phase of model in which trainer analyses all the elements and aspects of training issues and seek
answers during proposing solutions.
In this phase, timeline and objectives are created. Possible solutions and potential causes
are explored and budget for the training program is proposed. Barrier towards success is
determined and target audience in terms of employees who required training is analysed. This
will help to provide great training solutions with effective analysis. In the second phase of
design, learning objectives and outcomes are identified. In addition to this, core of the potential
training solutions are explored. Training solutions begins to take shape when the feedbacks are
received. A discussion is made over training solutions, learning programs and objectives.
Development is a phase where the training program is written and created. Materials are
produced and created during this phase that design phase produce outline or blueprint. This will
help to notify employees about training dates that trainers are trained and materials to be used are
produces in this stage.
Implementation is a phase, where training program is delivered to workers. Employees
receive information regarding training and practices and how to use them at workplace. Training
materials are distributed to workers and initial results are measured. Finally, the program begins
to shape in business. Implementation program works smoothly if the training is received as it
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was intended and phases are conducted properly. Now it is time for the evaluation in which
entire training program is evaluated. Measuring effectiveness of training program starts with
implementation phase and learning is measured after providing training to workers. Feedback
and measurement helps to determine whether any changes are required in the initial stage.
Finally, employees report to their trainers in case of any further queries or lesson learned review.
According to Namasivayam, Guchait and Lei, (2014) there are number of theories exists
that helps to provide improvement and development to employees within a firm. Some
recommendations are also provided to improve person-organisation fit such as creating
opportunities for advancement, monetary support for development, balancing administrative
tasks, importance of business job fit and employees for professional life. There are some
elements that helps to contribute towards staff engagement such as employee satisfaction which
is achieved by positive reaction of workers including their job circumstances, supervisors and co-
workers. Identification of employees in terms of their emotional state. Commitment of
employees towards organisation. Loyalty of employees create positive attitudes towards business
an also motivate them to work harder. Employee’s performance can be seen with their quality
services that helps to produce positive customer response and interaction with firm.
Nickson, Warhurst and Witz, (2017) stated that transforming learning is also the best
option to improve develop skills and knowledge of workers effectively. This will help employees
to use critical self-reflecting in order to consider their experiences and beliefs. Transforming
learning helps workers by providing opportunities for critical thinking that managers are able to
create opportunities for their workers by motivating them to introduce new ideas. Workers are
now able to engage themselves towards their own assumptions and beliefs. This will also help to
provide opportunities to act on new perspectives from which workers are able to take steps that
helps to acknowledge their new perspectives effectively.
Concept of development
Concept of development is described by O'Cass and Sok, (2015) as a set of activities that
are carried out in order to collect and prioritise challenges and operational requirements, develop
alternative concept to achieve requirements and to select a preferred one as the basis of
capability development and subsequent system. In these regards, human development is
described as a process of enlarging freedom of people and improving and opportunities for their
well-being. In business, concept of development refers to basic information such as product or
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service, unique selling proposition and target demographic that helps to provide advantage for
business over its competitors. A business concept includes basic information regarding new
service or product which works as an approach towards market. In hotel businesses, concept of
development is very crucial that it helps to attract customers with a unique selling proposition.
There are number of organisations working and providing services in hospitality industry
that one must be differ from another so that customers can choose the better one according to the
requirements effectively. Businesses with specific services and products are the main attraction
of customers in hospitality services. Research and development is crucial for this part as it helps
to determine specific requirements of customers in order to achieve them that helps to enhance
production and profitability. In addition to this, different methods are available for businesses in
order to conduct these requirements of consumers such as feedback, survey and social media
monitoring. Once the business have broad understanding of whole hospitality business and its
needs, it is ready to develop into particular subcategory. Market trends, customer preferences,
competitor analysis is necessary for every business in order to make strategies that helps to
improve services from other industries efficiently.
According to Kirkpatrick and Kirkpatrick, (2016) business concept is what ties your
company ideas to a greater core. It helps to draw the relational inference between potential
business, the industry, and target market and consumers. Continuous improvement and
technology advancement are some opportunities for business in order to make their products and
services more effective. Customised services and products will help to deal with competition in
the market and customers as well. Business development concept in hospitality industry evaluate
and analyse various aspects of growth and development. It will also help to consider important
features of the strategic context in business in which the organisation is operating. Hospitality
business is depended on tourism of that particular country that high turnover of tourists brings
advancement and enhancement for all the resources available for the development. One of the
most important reason for the thought of improvement that it is very crucial for the hospitality
business as it helps to evaluate, goodwill and profitability of the firm. This will provide an idea
for firm in order to identify development needs within business whether for the employees or in
operational activities.
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SERVQUAL model
The SERVQUAL Model is an empiric model by Zeithaml, Parasuraman and Berry that
helps to compare service quality performances with requirements of consumer service quality.
The model is used to do a gap analysis of a business service quality performances against the
needs of customer services quality. This is the reason the model is known as GAP analysis.
There are five components of service quality such as tangibles refers to equipment, staff
appearance and physical facilities. Reliability is an ability to perform services accurately and
dependably. Responsiveness can be described as willingness to respond customer requirements.
Assurance refers to the ability to staff in order to inspire trust and confidence and finally
Empathy is an extent from which caring individualised services are given. Here ae the four
themes determined by SERVQUAL developers:
Consumer expectations: Management perception gap refers to have inaccurate perception of
manageable towards customer expectations. Lack of market and customer focus is the main
reason for this gap (Han, Bonn and Cho, 2016). An appropriate management process and
marketing analysis tools and attitudes are required to fill this gap.
Service quality specification gap: The inability of management to translate expectation of
consumer into service quality specification produce this gap. The gap is related to the aspects of
service design.
Service delivery gap: Service delivery guidelines do not intend to deliver high quality services or
performances. Lack of sufficient support for the front-line staff, variability in staff or contact
performance and process issues are the main reason behind this gap.
External communication gap: External communication of a business fashioned customer
experiences. A realistic expectation helps to promote positive perception towards quality of
service. The business musty ensure promotional activities are accurately describing services
offered by firm and the way it is delivered.
These four gaps cause fifth gap: It can be described as difference between consumer perception
and expectations for service quality received which is depended on the nature of the gap
associated with design, marketing and delivery of services. So, Gap 5 is the product of gaps 1, 2,
3 and 4.
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Importance of staff training and development in customer service
According to Wheeler, (2017) staff training and development is important for an
organisation in order to provide effective and quality services to customers in the market.
Training and development programs helps to inspire workers by securing information needed for
the work and also help to know the important affairs. This will also help employees to
understand their roles and responsibilities of jobs and to provide information needed to perform
their work effectively. Training is an essential tool that helps to improve job satisfaction and also
maintain staff which reduce high employee turnover rates. It also provides sufficient knowledge
and skills to employees so that they can assist customers effectively. Training and development
programs provides enough information to workers regarding their roles, responsibilities and
products and services offered by firm to customers that helps to define their work individually
and effectively.
This will help them to understand their work in order to assist customers efficiently in
order to enhance customer satisfaction and loyalty towards brand. This will also help
organisation to accomplish its goals and objectives by providing quality and effective services to
consumers. Hospitality business is depended on customer services that a happy consumer
provide information to his friends or family members about his experience. Positive reviews
about firm will help to enhance productivity and profitability by increasing number of customers.
Apart from this, negative feedbacks will reduce the goodwill as well as profits of firm. In
addition to this, training and development programs within firm provide higher employee
motivation and engagement. Providing training towards customer services will help to allow
workers to understand the impact of their roles and responsibilities on business and also improve
problem solving skills, communication skills and listening. Customer service training improve
workers skills regarding consumer assistance Kumar and Pansari, (2015) and they also acquire
new skills.
Training provides a set of competences towards a regular procedure to trade with
customers and makwe a sense of team spirit so that they all can work together to achieve
business objectives and goals effectively. Training is very important for workers as it is a key
that helps to improve job satisfaction and provide opportunity to accomplish employee’s goals
and objectives in career within firm. This will help organisation to create improved customer
services which lead towards productivity and profitability. Improving customer services with the
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help of training leads to enhance consumer loyalty, satisfaction and retention. Customer service
representatives also enhance their ability with the help of training programs that helps to resolve
issues and reduce the number of return calls.
According to Coleman, de Chernatony and Christodoulides, (2015) trained workers
within firm are able to address concerns of customers regarding any kind of issues or activity
which has a very positive impact on customer satisfaction. They interact with customers and
provide number of satisfactory activities which increase satisfaction of consumers. This
appreciation is critical towards business success as it is the basis for repeated patronage and
consumer loyalty. One of the most important benefit of customer service training is that it allows
firm to achieve higher customer retention and acquisition of new consumers which reduces
employee turnover rates and also enhance sales and profitability. The training and development
programs has great impact on workers' morale and motivation that they all come together to
achieve common goals and objectives of firm which is to satisfy their consumer needs and
satisfaction.
In addition to this, an employee receives necessary things in terms of personal ability to
perform better towards his individual work. There are number of ideas and suggestions can be
provided by employees at workplace in order to improve services offered by the firm to
customers in the market. This leads to develop confidence in workers so that they can work more
effectively towards their individual goals and objectives effectively. A structural development
and training program ensures that workers have consistent experience and knowledge. It is
relevant for the firm policies and procedures. Employees must aware of company policies and
procedures that includes health and safety of both workers and customers, discrimination and
administrative tasks. Putting all workers through regular development programs ensures that staff
members have at least exposure towards the company information effectively. Training and
development programs towards customer services not only improve business Plé, (2016) services
to consumers but also enhance employee’s satisfaction towards job that positive feedbacks
provided by consumers to managers leads to rewards and incentives. The investment made by
firm in training and development programs for employees to improve customer services shows
that supportive environment by firm.
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Conceptual Framework
Conceptual framework can be described as an analytical tool that consists of different
questions and contexts. In this, theories are formulated in order to explain, predict and
understand them in many cases to extend and challenge existing knowledge within the limits of
critical bounding assumption (Galpin and Herndon, 2014). This will help to support structure of
theory for the present case study of importance of training and development programs to improve
skills and knowledge of employees to deliver quality services at Hilton hotel. There are different
theories used in this research project in order to support the importance of training and
development programs in business. In addition to this, a conceptual framework is a bit like a
recipe or a blueprint. It helps to provide an outline of how research has been planned in order to
conduct the research.
RESEARCH METHODOLOGY
Research onion
The research onion is focused on entire procedures of research that there are ten ways to
conduct proper research. Research process is provided by researcher in research onion method. It
mainly focused on research design and philosophy and approaches. There are three levels of
research onion such as axiology, ontology and epistemology. This will provide an effective
progression which will help to design research methodology. Its usefulness lies in its adaptability
for almost any type of research methodology and can be used in a variety of contexts effectively
and efficiently.
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Research philosophy
Research philosophy is one of the crucial part of conducting the research. Researcher is
able to conduct research appropriately with effective use of research philosophy. Philosophy
helps researcher to choose the correct oath or way to conduct the research effectively. Research
philosophy have three types such as realism, positivism and interpretivism. For the present case
study, interpretivism philosophy is used by the researcher that it helps to link human belief and
also provide reasoning for their behaviour and belief (Navarro, Garzón and Roig-Tierno, 2015).
The main reason behind not choosing positivism philosophy is that there are no expectations for
researcher to determine scientific theory or phenomenon for the present case study. Adopting
interpretivism philosophy will help researcher to achieve objectives and aim of the research in
more effective and specific way. Interpretivism philosophy focus upon the situation details and
the reality behind these details such as motivation action and subjective meaning.
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Illustration 1: Research Onion
(Source: Smith, 2017)

Research approaches
It can be said that proper research approach is important in order to get desired outcomes
in terms of proper result through relevant theories. Inductive and deductive are the two effective
method of research approaches in order to conduct the research properly and appropriately. In
addition to this, there are different techniques and tools are available for researcher in order to
accomplish research and gain expected results and finding. This will help to reduce chances of
mistakes and will also help to build methodology implementation which is selected. The
deductive approach is selected for this research project. Deductive approach develop hypothesis
or hypotheses and formulate the research approach to test it. Deductive approach is also suited to
the positive approach that helps to permit hypotheses formulations and the statistical testing of
expected outcomes used with qualitative research. The approach is characterised towards
development from general to particular.
Research design
Research design is also important that right design according to the research is necessary
for researcher to complete the project. There are various designs are available to conduct the
research such as exploratory, descriptive and explanatory. In addition to this, exploratory
research process helps to access information regarding case study and explanatory provides
important explanation about data reality (Wilder, Collier and Barnes, 2014). Descriptive design
helps to evaluate theories and data in order to get accurate results regarding project. Research
design is also used by researcher to maintain validity, reliability, ethical consideration and
appropriate research. In this, project the descriptive design is considered by the researcher in
order to complete the research successfully. Apart from this, design such as exploratory is not
effective enough for the present research that new ideas with different thoughts is not necessary
or required to explore for the case study effectively. Descriptive design will help to reflect
experiences of respondents and will relate to closely to the ethnographic studies.
Data collection methods
Data collection methods are very useful for any kind of research in order to conduct
research on the basis of perfect and accurate data. There are two ways to collect data such as
primary and secondary data collection methods. Researcher is able to change the data collection
method and process in order to conduct the research successfully and effectively. Primary data
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collection method is used by researcher in which interview and survey procedures are used. In
addition to this, secondary data collection method helps to collect information through various
books, journals and articles. Primary data collection method will help to collect important data
and information for the present case study to accomplish aim and objectives. Primary data
collection method is used by researcher that it helps to collect accurate information from
respondents regarding present case study. Secondary data collection method is also useful that
the data and information is collected from various sources such as journals, articles, blogs and
magazines, but it is not required for the present case study.
Data collection techniques and tools
Proper data collection techniques and tools are required by research in order to conduct
research for the present case study. In addition to this, primary and secondary are two parts of
data collection tools. Moreover, primary data collection are also two types such as qualitative
and quantitative techniques. Survey process and questionnaire is used by the researcher in order
to conduct the research and information. Interview process is completed by using quantitative
technique of data collection method (Chen, Zhu and Zhou, 2015). The questionnaire process
used for the present case study is open-ended. Thematic data analysis is followed by the
researcher in case of secondary data collection. In addition to this, quantitative data collection
method is selected by researcher in the research. This will help to assist responses provided by
the respondents in order to accomplish objectives, goals and aim of the present case study
effectively. Research hypotheses is a theory which is encountered for the present case study in
which non-directional, directional, Null hypothesis and research questions are involved to
complete the research in effective manner.
Population and sample size
In this, range of people are selected for the [resent case study. It is a critical feature of
research methodology. Probabilistic and non-probabilistic are the two methods or sampling ways
can be adopted by researcher. Probabilistic is based on population and non-probabilistic has no
role of population. Candidates selected for the interview process is seemed to be entire
employees and staff group collection through various branches of Hilton Hotel, London. In this
case, researcher had chosen 50 employees and staff of the respective branch which is located in
Kensighton London. In order to conduct the study procedures and proper data collection,
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quantitative technique is used by the researcher from data collection method. 50 employees and
staff members are selected for the survey and interview process and open-ended questions are
asked to them to acquire desired results. No employees or staff members are forced to provide
their answers. This will help to collect information from respondents regarding importance of
staff training and development in improving customer service.
Ethical considerations
Ethical considerations and principles are followed by the researcher in order to conduct
the research in effective manner. Proper and appropriate process is used by the researcher in
order to collect information and data by the researcher. In addition to this, participants are not
forced to provide their answers. All the employees and staff members participated in survey
process provided their opinions and answers on their own. In order to collect the information and
data, no money is used. All the information collected by the researcher is true and also it is only
used for the present case study purpose. Participants were not harmed or forced in any situation
and extra case also ensured during the process (Eichorn, 2018). Employees are treated equally
and confidentiality of their personal information was kept with personal approval. Friendly and
trustworthy environment wad provided during the process. During the survey process, no harm
to environment, participants or animals was made. They are all treated fairly and equally to
provide their answers effectively for the completion of the research for the present case study.
Results and discussion
Theme-1: Employees working in the Hilton Hotel.
How long have you been working in the Hilton Hotel? Frequency
Less than 1 year 20
Less than 2 years 12
Less than 3 years 10
Less than 5 years 8
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Description: There are number of employees working in the Hilton Hotel. The research
conducted that there are 20 workers providing their services to hotel from less than 1 year, 12 of
them are in hotel for 2 years. Moreover, 10 employees are working from less than 3 years and 8
workers are delivering services for almost 5 years. It is conducted from the research that most of
the employees are new and do not spent much time in hotel. There are only 8 workers who are
working so long which defines that satisfaction for job is limited in Hilton hotel and new
members are required to deliver services (Singh and Singh, 2015).
Theme-2: Facilities provided by the Hilton Hotel to their customer.
What type of facilities do you think that exist in Hotel? Frequency
Modern facilities 20
Concerned facilities 15
Old facilities 10
None of them or Not sure 5
18
20
12
10
8
Less than 1 year
Less than 2 years
Less than 3 years
Less than 5 years

Description: The research conducted that the hotel provides modern facilities to their customers
as there are 20 employees who thinks that business uses modern facilities to deliver services to
their customer in the market. Moreover, 15 workers stated that there are some concerned
facilities provided by hotel management to their customers. However, 10 employees thinks that
the hotel uses old facilities to deliver services and rest 5 workers are not sure about the facilities
provided by firm. It is conducted from the final results that Hilton hotel is providing modern and
concerned facilities to their customers in order to deliver services effectively.
Theme-3: Hilton Hotel does not organize training and development programs.
Do you think Hilton Hotel organize time to time training and development
programs?
Frequency
Yes 15
No 25
Not sure 10
19
0
4
8
12
16
20
20
15
10
5
Frequency

Description: The research conducted that Hilton Hotel do not organize time to time training and
development programs to their workers as per the response provided by employees working in
the firm. It is analysed that, there are 15 employees who thinks that Hilton Hotel organize time to
time training and development programs for them. However, 25 of them are not satisfied with
this and according to them Hotel is unable to deliver timely training and development programs
for them. Further, 10 employees are not sure about the training programs. Finally, it is conducted
by the researcher that Hilton Hotel do not organize time to time training and development
programs which decrease productivity and profitability.
Theme-4: Training and development program is beneficial for the firm to improve customer
services.
Do you think that training and development program is beneficial for the
firm to improve customer services?
Frequency
Yes 35
No 10
Not sure 5
20
15
25
10
Yes
No
Not sure

Description: The research conducted by researcher shows that training and development
program is beneficial for the firm in order to improve customer services. There are total 35
employees who thinks that training and development program is beneficial for the business that it
helps to improve customer services and satisfaction. However, 10 employees are not satisfied
with this and according to them customer services are not improved with training and
development programs. Further, 5 workers are not sure about the effectiveness of training
programs. Finally, it is conducted by the researcher that training and development program is
beneficial for the firm in order to improve customer satisfaction and services.
Theme-5: Employees are not provided with training and development programs.
Are employees provided with training and development programs? Frequency
Yes 15
No 30
Not sure 5
21
Yes
No
Not sure
0 5 10 15 20 25 30 35
35
10
5
Frequency

Description: From the above research analysis, it is concluded by the researcher that employees
are not provided with training and development programs which leads to decrease in customer
satisfaction and loyalty towards business. It is concluded that, there are 15 employees who think
that Hilton hotel is providing training and development programs when it is necessary for them.
However, 30 workers are not satisfied with this provision and according to them, firm is unable
to provide development and training programs (Supanti, Butcher and Fredline, 2015). Further, 5
workers are not sure about this. Finally, it is conducted from the response provided by workers is
that, business is not providing training and development programs for them which is one of the
important aspect of customer services effectively.
Theme-6: Quality services are delivered to customers with the help of training and
development.
Do you think that better quality services are delivered to customers with
the help of training and development?
Frequency
Yes 30
No 10
Not sure 10
22
15
30
5
Yes
No
Not sure

Description: The research conducted that quality services are delivered to customers with the
help of training and development programs. It helps to improve employee’s skills and knowledge
regarding providing better services to customers. It is analysed that, there are 30 workers who
thinks that training and development programs help them to ensure quality services are delivered
to consumers in order to satisfy their needs. However, 10 workers are not satisfied with this and
according to them training programs are not effective enough to deliver better and quality
services to employees (Mohammad Mosadeghrad, 2014). Further, 10 workers are not sure about
the effectiveness of training and development programs organised by firm. Finally, it is
conducted by researcher that training and development programs help to ensure quality services
are delivered to customers in order to satisfy their requirements.
Theme-7: Firm is not providing effective training and development programs to improve
customer services.
Do you think that firm is providing effective training and development
programs to improve customer services?
Frequency
Yes 15
No 25
Not Sure 10
23
Yes No Not sure
0
5
10
15
20
25
30
30
10 10
Frequency

Description: Researcher conducted research in order to determine whether firm is providing
effective training and development programs to improve customer services. The research
analysed that, there are 15 employees who thinks that training and development programs are
effective enough to improve customer services that helps to enhance productivity and
profitability. However, 25 workers are not in favour of that and according to them the firm is
unable to deliver effective training and development programs to improve customer services
which is not good for the firm. Further, 10 employees are not sure about the training and
development programs (Kum, Cowden and Karodia, 2014). It is conducted that most of the
employees thinks that training and development programs are not effective to deliver quality
services to customers.
Theme-8: Benefits that firm gets with training and development programs.
What are the benefits that you think firm gets with training and
development programs?
Frequency
Improve performance level 15
Improve customer satisfaction 15
Better quality services 10
Increase confidence 10
24
15
25
10
Yes
No
Not Sure

Description: The researcher wants to know about benefits that firm gets with training and
development programs. The research conducted by them shows that 15 employees think that
training and development programs are effective to improve their performance level as it helps to
enhance their knowledge and skills. Training and development programs also helps to improve
customer satisfaction stated by 15 workers. Moreover, 10 employees thinks that better and
quality services are provided with effective training and development programs. Further, 10
workers stated that it helps to improve and increase their confidence level. Finally, it is
conducted that effective training and development programs have several benefits to firm.
However, the business is unable to provide effective trainings to their employees which is one of
the major issue for employees in order to improve customer satisfaction and loyalty.
All above answers provided by employees of Hilton hotel stated that as per necessities
the employees are not satisfied with development programs managed and controlled by business
in order to improve skills of workers. (Yang, Lee and Cheng, 2016).
CONCLUSION AND RECOMMENDATIONS
It can be concluded from the above report and completing the research project that proper
training and development programs are necessary for every hospitality business in order to
provide quality and effective services and also to attract consumers in the market with the help of
filling their needs and demands. The skills and knowledge of employees helps to improve quality
of products and services used in business that helps to develop business effectively.
Transforming learning is also important for workers that it will help them to provide
25
15
15
10
10
Improve
performance level
Improve customer
satisfaction
Better quality
services
Increase confidence

opportunities for critical thinking that managers are also able to create opportunities. In the case
of Hilton Hotel and Resort of London, there is requirement of proper training and development
process. It is analysed that a successful business always include important training and
development program and strategy for their staff and workers. The training and development
programs include attitudes, behaviour, skills and knowledge. In addition to this, ADDIE model is
one of the most common model used by businesses that it helps to analyse needs, design the
training program (Navimipour and Soltani, 2016). It is analysed that the need of training and
development programs is required for firm in order to improve customer services that helps to
satisfy their needs and make them loyal towards firm.
It is recommended to Hilton hotel that use of continuous improvement and technology
advancement will help to create some opportunities for business in order to make their products
and services more effective. In addition to this, there are number of ideas and suggestions can be
provided by employees at workplace with help of training and development programs in order to
improve services offered by the firm to customers in market. Feedback and measurement helps
to determine whether any changes are required in the initial stage. Training is very important for
workers as it is a key that helps to improve job satisfaction and provide opportunity to
accomplish employee’s goals and objectives in career within firm. This will also help workers to
feel motivated that they are providing a positive and crucial contribution to the business
effectively which is beneficial in order to enhance production and profitability (Ling, Lin and
Wu, 2016). In addition to this, it is recommended to Hilton hotel that effective training programs
should be organised by professionals so that employees can understand their roles and
responsibilities towards individual work and to accomplish desired goals and objectives.
Limitations of study
The researcher conducted some limitations and issues while making proper and
appropriate research for Hilton hotel in order to determine value and effectiveness of training and
development programs to employees in order to improve quality of products and services used in
business. In addition to this, researcher also conducted the research based on limited data and
information due to the lack of sufficient time. The research is also interrupted by money
availability. The study results are based on some selected answers provided by workers as some
of them had provided nothing in terms of their answers. There was not enough time for the
researcher to conduct research in appropriate manner such as in the form of interview process.
26

Lack of financial availability also reduces the research effectiveness in terms of appointing
research assistant for the further information and data collection activities. Some articles, blogs
and information on online websites were also blocked that permission is taken for accessing of
full article and information required for the research.
Future scope study
The research has some future scope that as in this project, the study is based on
importance of development and training programs to employees in order to deliver quality
services to customers. Thus, there is a future scope of the current study in terms of contractual
policies and work in hospitality business. The research topic for the present case study will help
to determine desired results. This will also provide an idea of resource and information required
to conduct research in appropriate and effectively manner.
27

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Smith, 2017. Research Onion. [Online]. Available through:
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and-follow/>.
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APPENDIX-1
31

APPENDIX-2
QUESTIONNAIRE
1. How long have you been working at the Hilton Hotel?
 Less than 1 year
 Less than 2 year
 Less than 3 year
 Less than 5 year
2. What type of facilities do you think that exists in Hotel?
 Modern facilities
 Concerned facilities
 Old facilities
 None of them or Not sure
3. Do you think Hilton Hotel organize time to time training and development programs?
 Yes
 No
 Not sure
4. Do you think that training and development program is beneficial for the firm to improve
customer services?
 Yes
 No
 Not sure
5. Are employees provided with training and development programs?
 Yes
 No
 Not sure
6. Do you think that better quality services are delivered to customers with the help of training
and development?
 Yes
 No
 Not sure
32

7. Do you think that firm is providing effective training and development programs to improve
customer services?
 Yes
 No
 Not sure
8. What are the benefits that you think firm gets with training and development programs?
 Improve performance level
 Improve customer satisfaction
 Better quality services
 Increase confidence
33