Importance of Trained Employees in Customer Retention in UK Hospitality Industry

This research aims to analyze the importance of trained employees in customer retention in the UK hospitality industry, with a focus on Hyatt Hotels Corporation. It examines the role of talented employees in retaining customers, challenges faced in their absence, and effective ways to retain them.

RESEARCH PROPOSAL
(Importance of trained employees in customer
retention in the UK hospitality industry)

Table of Contents
Background of the research.........................................................................................................3
Overview of the company...........................................................................................................3
Research aim, objectives and questions......................................................................................3
Research rationale.......................................................................................................................4
LITERATURE REVIEW ...............................................................................................................5
What are the importances of talented employees within UK hospitality industry?....................5
What are the roles of talented employees in retaining customers towards the Hyatt Hotels?....5
What are the major challenges that Hyatt Hotels could be faced in the absence of talented
employees and loyal customers?.................................................................................................6
What are the effective ways that Hyatt Hotels could be used for retaining talented employees
along with its significance in retention of customers?................................................................6
RESEARCH METHODOLOGY ....................................................................................................8
TIME-FRAMEWORK ...................................................................................................................9
REFERENCES..............................................................................................................................11

Background of the research
The present research is based on identifying the importance of trained employees in the
UK hospitality industry for retaining the customers within the business organisation. The
research also helps in determining the role of talented employees in achieving the goals and
objectives of the company (Reilly, 2018). Trained employees are more productive and efficient
in the performing the given task by the company and also helps in achieving high growth and
success in the competitive market. It is the employees of the company that help in retaining
customers towards buying the products and services for a long period of time and not of
competitors.
Overview of the company
Hyatt hotels corporation is a renowned multinational hospitality company which is
headquartered in Chicago that franchises and manages business and luxury hotels, vacation and
resorts properties. It was founded by two of the famous entrepreneurs who are known as Jack
Dyer Crouch and Hyatt Robert von Dehn in the year 1954 as motel which is near Los Angeles
International Airport (Rodrigues, 2021). Hyatt hotels generally gained profits and growth in the
year 2004 where they developed new properties and has also taken over many resort properties
like AmeriSuites and Summer-field Suites in 2005 and two in 2018 that is related to hospitality.
Research aim, objectives and questions
Research Topic: To analyse the importance of trained employees in customer retention in the
UK hospitality industry
Research Aim: To analyse the importance of trained employees in customer retention in the UK
hospitality industry: A study on Hyatt Hotels Corporation. Hospitality. London
Research Objectives:
 To identify the importance of the talented employees within UK hospitality industry
 To determine the role of talented employees in retaining customers towards the Hyatt
Hotels Corporation, Hospitality, London
 To examine the challenges that Hyatt Hotels could be faced in the absence of talented
employees and loyal customers
 To evaluate the ways that Hyatt Hotels could be used for retaining talented employees
along with its significance in retention of customers

Research Questions:
 What are the importances of talented employees within UK hospitality industry?
 What are the roles of talented employees in retaining customers towards the Hyatt
Hotels?
 What are the major challenges that Hyatt Hotels could be faced in the absence of talented
employees and loyal customers?
 What are the effective ways that Hyatt Hotels could be used for retaining talented
employees along with its significance in retention of customers?
Research rationale
The main purpose of carrying out this research is that it helps the researcher in gaining
detailed information about the importance of talented employees within the company. This
research is quite significant from the view point of the researcher and helps in increasing the
morale and motivation of employees (Tagge, Lackland and Ovbiagele, 2021). This research
mainly fills two objectives that is personal and professional. In terms of personal, it helps the
researcher in developing several skills and results in competing the research in an effective
manner whereas in terms of professional objective it helps the researcher in bringing various job
opportunities in order to build professional career.

LITERATURE REVIEW
What are the importances of talented employees within UK hospitality industry?
As per the view of Marinakou and Giousmpasoglou (2019), talented employees are very
important for the UK hospitality industry as it helps in achieving the predetermined goals and
objectives in the highly competitive business environment. Talented employees are more
efficient and capable in gaining overall success and growth within the UK hospitality industry
because they are responsible for providing services to the customers. Having the right type of
talent within the company is necessary as it helps in gaining more number of customers and more
hare in the market. Hiring talented employees in the hospitality industry of the UK is crucial but
to retain them in the company is also very important as that helps in delivering better results. In
order to sustain in the highly competitive business market and to gain high success in the market,
the company needs to have talented employees (Baum, 2019). The performance of talented
employees significantly effects the credibility and quality of the company and that is why it is
necessary for the company to do activities that increases their satisfaction and morale to work in
the business. Talented employees tends to be more productive and help the UK hospitality
industry in gaining customer base and share in the competitive market. Talented employees are
more engaged in the company and in showing their skills and knowledge for achieving the
desired aims and objectives of the business and in achieving competitive advantage over other
competitor companies in the business market.
What are the roles of talented employees in retaining customers towards the Hyatt Hotels?
As per the view of Cismaru and Iunius (2019) , talented employees play a very important
role in retaining customers for long time towards Hyatt Hotels and this helps in delivering better
utilisation of resources of the company for better growth and development. Talented employees
helps in providing effective services to the customers which attracts them to stay with the hotel
for long time and to take and enjoy services of the this Hyatt hotel. They will focus more on
identifying their needs and expectation of the customers and will try to fulfil the their needs in
order to improve their satisfaction and for retaining them within the hotel services. They will
focus more on delivering better services and with in the given time frame so that they gain high
retention from customers from them. Customer service is the main motive of employees and to
satisfy them they focus on developing more credible services to them so that they become

regular customers at the time of travelling or attending office meetings. It is the employees only
that help in increasing the customer base of the hotel and this helps in engaging them with in the
business for more time period (Chung and D’Annunzio-Green, 2018). For attracting more
number of customers for Hyatt Hotels, the employees work effectively to organise fun activities
or giving preferential discounts that helps in creating a good image among the customers of the
company.
What are the major challenges that Hyatt Hotels could be faced in the absence of talented
employees and loyal customers?
As per the view of Bratton and Watson (2018), there are different types of challenges that
Hyatt Hotels face in the absence of loyal customers and talented employees which results in
decreased growth and profitability in the business market. Without talented employees within the
hotel premises is considered as a major challenge that reduces the efficiency and effectiveness
for achieving high success in the business market. The hotel will face the problem of poor
customer service in the absence of talented employees in the business and this results in creating
a bad environment for the customers and this makes them vulnerable. Inefficient working of
business operations is another challenge that decreases the productivity and performance in the
highly competitive hospitality industry. Low satisfaction and motivation is also a challenge that
hotel will face as employees are the main source of providing services to the customers and this
will make them prefer to services and ambience of new other competitor hotel (Yao, Qiu and
Wei, 2019). Less profitability and growth in the market is also a main challenge that effects the
business operations of the hotel and results in decreasing the working efficiency and capability of
existing employees in retaining customers. It is important for the Hyatt Hotels to choose the right
type of employee within the business so that it helps in creating a good image in the UK
hospitality industry and also in improving the working culture and in retaining high number of
customers.
What are the effective ways that Hyatt Hotels could be used for retaining talented employees
along with its significance in retention of customers?
As per the view of Goh and Okumus (2020), there are different effective ways that helps
Hyatt Hotels in retaining employees and customers with in the organisation for more period of
time. Giving adequate salary and rewards to the employees helps in increasing their morale and
motivation to provide effective services to the customers. Encouraging work life balance of

employees is considered as an effective way that helps the hotel in increasing their satisfaction to
work and in gaining more number of customers towards receiving the services. Providing
training and development for employees so that they work with high proficiency and capability
after gaining effective knowledge and skills for dealing with the customer in a reliable way.
Creating a healthy and positive working environment for employees is another effective strategy
that helps in retaining more employees and customer as it helps in increasing their working
capability and knowledge for surviving in the competitive market and for providing customers
with the best services (Marinakou, 2019). Appreciating employees for their good work is also an
effective strategy and treating customers like their family helps in increasing their morale to
create the good image in the market for the services and demands of the hotel. It is important for
the hotel to engage employees in business activities so that they provide better and productive
services to the customers and to gain high success in the hospitality industry.

RESEARCH METHODOLOGY
Research methodology can be defined as a chapter that provides detailed information
about the methods related to research that helps the researcher in recording and interpreting data
for gaining defined objectives of the given topic (McAdams, Deng and MacLaurin, 2018).
Researcher will make use of Saunders research onion framework to determine detailed
information about the selected topic in an effective and efficient manner. Researcher will use
these research methods for collecting systematic manner which are defined below:
Research philosophy:
Research philosophy is mainly categorized into two parts that are defined as positivism
and Interpretivism philosophies (Canhoto and Wei, 2021). The researcher will use positivism
philosophy in the current research as it helps in deriving numerical information easily. The
reason for selecting this type of philosophy is that it helps the researcher in evaluating
quantitative data with the aim of achieving research objectives.
Research approach:
Research approach can be classified into two different approaches that are defined as
inductive and deductive approach. In carrying out the present research, the researcher will select
deductive approach as it helps in calculating the numerical figures in a more scientific manner
(Sileyew, 2019). The advantage of selecting this type of approach is that it helps the researcher in
analysing and evaluating the numerical data more effectively.
Research strategy:
There are different types of strategies that helps the researcher in gaining detailed
information about the selected topic such as survey, action research, interview, grounded theory,
focus group, questionnaire and many more (Abutabenjeh and Jaradat, 2018). Survey method is
selected by the researcher to carry out the current research. The main benefit of selecting this
type of method is that it helps the researcher in gaining data from large sample population set
and in getting detailed information about the selected research topic.
Research choice
There are mainly two types of research choice methods that are primarily known as
quantitative and qualitative (Mackey and Bryfonski, 2018). For conducting the current
investigation, the investigator has selected quantitative method as it helps in assembling the

numerical figures in a systematic manner. The advantage of selecting this type of method is that
it helps gathering numerical data in a more effective and efficient manner.
Data collection
There are two types of data collection methods that are defined as primary and secondary
methods. In the present research, the researcher has selected both primary and secondary
methods for collecting and analysing information about the selected topic (Sadık, 2019). The
benefit of selecting both the methods helps the researcher in gathering new insights and facts
about the research topic.
Sampling
Sampling can be classified into two types and they can be defined as probability and non-
probability. For conducting the present research in an effective manner, the researcher has used
probability method and under this random sampling methods is selected (Daniel, Kumar and
Omar, 2018). The advantage of selecting this method is that it helps the researcher in collecting
and interpreting accurate information about the given chosen topic in a detailed manner.
TIME-FRAMEWORK
The researcher will use the Gantt chart for tracking and scheduling each task and activity
of the study (Yang and Ye, 2020). This chart is mainly classified into major forms and includes
one section is all about the time intervals and other one is all about the activities that will be
performed by the researcher.

REFERENCES
Books and Journals
Abutabenjeh, S. and Jaradat, R., 2018. Clarification of research design, research methods, and
research methodology: A guide for public administration researchers and
practitioners. Teaching Public Administration, 36(3), pp.237-258.
Baum, T., 2019. Does the hospitality industry need or deserve talent?. International Journal of
Contemporary Hospitality Management.
Bratton, J. and Watson, S., 2018. Talent management, emotional labour and the role of line
managers in the Scottish hospitality industry: A roundtable discussion. Worldwide
Hospitality and Tourism Themes.
Canhoto, A.I. and Wei, L., 2021. Stakeholders of the world, unite!: hospitality in the time of
COVID-19. International Journal of Hospitality Management, 95, p.102922.
Chung, K.L. and D’Annunzio-Green, N., 2018. Talent management practices in small-and
medium-sized enterprises in the hospitality sector: An entrepreneurial owner-manager
perspective. Worldwide Hospitality and Tourism Themes.
Cismaru, L. and Iunius, R., 2019. Bridging the generational gap in the hospitality industry:
Reverse mentoring—an innovative talent management practice for present and future
generations of employees. Sustainability, 12(1), p.263.
Daniel, B., Kumar, V. and Omar, N., 2018. Postgraduate conception of research methodology:
implications for learning and teaching. International Journal of Research & Method in
Education, 41(2), pp.220-236.
Goh, E. and Okumus, F., 2020. Avoiding the hospitality workforce bubble: Strategies to attract
and retain generation Z talent in the hospitality workforce. Tourism Management
Perspectives, 33, p.100603.
Mackey, A. and Bryfonski, L., 2018. Mixed methodology. In The Palgrave handbook of applied
linguistics research methodology (pp. 103-121). Palgrave Macmillan, London.
Marinakou, E. and Giousmpasoglou, C., 2019. Talent management and retention strategies in
luxury hotels: evidence from four countries. International Journal of Contemporary
Hospitality Management.
Marinakou, E., 2019. Talent management and retention in events companies: Evidence from four
countries. Event Management, 23(4-5), pp.511-526.
McAdams, B., Deng, A. and MacLaurin, T., 2018. Food allergy knowledge, attitudes, and
resources of restaurant employees. British Food Journal.
Reilly, P., 2018. Building customer centricity in the hospitality sector: the role of talent
management. Worldwide Hospitality and Tourism Themes.
Rodrigues, C.S.F., 2021. Equity research: Hyatt Hotels Corporation (Doctoral dissertation,
Instituto Superior de Economia e Gestão).
Sadık, O., 2019. A discussion of the concepts of validity and reliability in qualitative and
quantitative research.
Sileyew, K.J., 2019. Research design and methodology. In Cyberspace (pp. 1-12). Rijeka:
IntechOpen.
Tagge, R., Lackland, D.T. and Ovbiagele, B., 2021. The TRANSCENDS program: rationale and
overview. Journal of the Neurological Sciences, 420, p.117218.

Yang, H. and Ye, D., 2020. Time-varying formation tracking control for high-order nonlinear
multi-agent systems in fixed-time framework. Applied Mathematics and
Computation, 377, p.125119.
Yao, T., Qiu, Q. and Wei, Y., 2019. Retaining hotel employees as internal customers: Effect of
organizational commitment on attitudinal and behavioral loyalty of
employees. International Journal of Hospitality Management, 76, pp.1-8.