Error Management Practices and Employee Behaviors

This assignment requires students to analyze the relationship between error management practices, service recovery performance, and employee behaviors in the hospitality industry. The study focuses on the mediating effects of psychological safety and learning behaviors on this relationship. Students are expected to provide a detailed analysis of the current literature on the topic, including research studies and case studies from reputable sources such as Journal of Human Resources in Hospitality & Tourism, International Journal of Hospitality Management, and Worldwide Hospitality and Tourism Themes.

Training and development
environment

EXECUTIVE SUMMARY
Hotel industry is committed to serving its guests with full dedication and fine hospitality. There
is not just one factor that is said to be involved in the entire caretaking of the guests, but multiple
other activities which make it a successful empire. There needs to be a proper in-house training
program in order to address the entire training and development of the department. For same
appropriate participants are required so that same could be accomplished in an appropriate
manner. The present report provides an assessment of in-house training program of Hotel Hilton
in order to assess the importance of same. The study reveals the fact that all the participants have
to put the equal efficient effort in order to attain the immense quality of service. With the
application of company will be able to train its employees in a manner so that they can make the
best effort possible for them.

TABLE OF CONTENTS
Introduction......................................................................................................................................4
Overview of Organization...............................................................................................................4
Importance of Training And Development......................................................................................5
Participants for training and development.......................................................................................6
Involved participants...................................................................................................................6
Explanation relating to requirement of above program...............................................................7
Manner in which participants will benefit the program...............................................................8
Instruction for Trainers..............................................................................................................11
Feedback and Evaluation...........................................................................................................12
Conclusion.....................................................................................................................................13
References......................................................................................................................................14

INTRODUCTION
The main operation of every hotel in the hospitality industry in to serve people and in order to
accomplish same in an appropriate manner, it is necessary that employees should be
appropriately trained for same. The in-house department is that sector of the hotel industry which
doesn’t get the limelight often but is one most crucial part (Alamu & Dwyer, 2017). The role of
the department is to keep track of all the happening and workflow in the hotel. Present report
revolves around the importance of training and development for hospitality sectors. Further, the
main focus has been made of Hotel Hilton in order to assess the same in detail. The participants
for training and development program have been discussed in detail along with program plan
which will be executed by the organization. The report ends up with feedback and evaluation
relating to plan so that appropriate consideration could be made relating to same.
OVERVIEW OF ORGANIZATION
Hilton Sydney is wonderfully located right in the heart of the city by outstanding outlook and in
a suitable way towards Sydney’s famous attractions, comprising: Darling Harbour, Sydney
Harbour Bridge and Bondi Beach providing special services for business or leisure. The hotel
provides facility to visitors selecting from a variety of lodging from guests room to large suites.
Meet and accomplish business in their Hilton Sydney also has classy bars with dining through
celebrity chef or restaurateur Luke Mangan in famous glass brasserie along with 28 reunion and
conference rooms or get vigorous at Living Well Premier Health Club along with 25cm
swimming pool and also gym services. It even provides the facility for getting relaxed on top of
the terrace at Zeta Bar and has live music at iconic Marble Bar. Further, it comprised of biggest
hotel conference room in Australia and was formerly of planning and constructing conference
room, events and exhibition industry intentionally. The hotel provides four devoted levels of
rooms totalling 4000 square meters along with United facility for 3000 delegates. Board of
authorities at conferencing and meetings are involved the majority of people who were engaged
into staging the Sydney 2000 Olympics and helped in designing blueprint of the hotel’s event
and conferencing services to make sure that they not just met but beat world standards. If we talk
about characteristics that Hotel Hilton Sydney involves at present than it comprises: 23 occasion
and conferencing rooms containing Grand Ballroom, State Room, and Exhibition Room for more
than 100 booths, 10 especially functions and getaway room, 7 Hilton meeting rooms, 2
boardrooms, a business centre and discussion secretariat offices. Hilton Sydney has made

Australia’s most superior audiovisual, sound and display technology in its task room. Staging
connections, in-house experts into business event production, are on the spot towards building
memorable function experiences for each and every size and budget.
IMPORTANCE OF TRAINING AND DEVELOPMENT
Importance of employee training and development in hotel industry can’t be overemphasized; the
reason behind the same is that the main objective is customer happiness. Workers in all aspect of
hotel industry starting from dishwashers to managers and owners influence visitor’s experience.
If employees are not well-trained, this may result in getting off track by guests who will disturb
the bottom line. Training of employees involves a huge amount of funds, but if we compare it
with benefits, it will be more important than expenses engaged.
Training is a necessity for acquiring best results from the training program,
parts in which development is required should be targeted (Bolden, 2016). For
instance, if it is observed that visitors are complaining more about food
quality and its service, then more focus should be given to these two areas.
For bringing improvement in these two areas, they can induce cooks to join
in company-paid cooking classes or get in servers from famous restaurants
to offers instruction to new staff. The significance of these efforts will be
noticeable when grievances of customers resolve and when it is started to
observe a boost in replicate business, the same proves the importance of
training in specified areas. It is vital for every organisation to start training
for employees who are new, directing them to the criterion of organisation’s
functioning process and details of their work. Doing so placing right person in
the right job from the start of their service and stops the growth of bad
habits. Job training for new employees must go well ahead of the initial point
of reference which generally aims at strategy and benefits of employees
(Geerlink & Lashley, 2018). Constant training can contribute greatly to the
progress of the company. When an organisation spends more on the training
of new employees, they might be encouraged to do best of their ability.
Proper training promotes the ability to establish potential superstars who
may be transferred into leaders. Focused training comprises trickle-down

results. Employees who are new to the organisation will obviously learn from
existing employees who are well-trained that what the best ways are to
increase the satisfaction of customers.
Employee’s development is important in order to offer a constant level of
visitor’s satisfaction. Once a company has created its status for outstanding
service, the company may choose best performers to get part in further
training to be connected with promotions. Company’s spending in
development of new managers and administrator’s shows company’s trust
among people who are being worked for them. The hospitality industry by
high-turnover rates can assist from preparing excellent individuals.
Offering incomplete interest towards training and development may
influence business’s capacity to stay competitive. Hospitality is fast paced
and continuously developing. Guchait & et al. (2016), asserted that the finest manner
to strike competitors might be through making sure in functioning everyday
requirements like retaining extremely high levels of maintenance or ensuring
front desk employees are skilled with computers and other technical
equipment involved into their occupation. Regularly revisiting customer
service training for example how to deal with customers in positive as well as
negative conditions could guarantee guests have their stay and leave with
plans to return.
PARTICIPANTS FOR TRAINING AND DEVELOPMENT
Involved participants
Every hotel aims for guest satisfaction. Hilton Hotel lays a little more emphasis on guest
satisfaction and needs is one of the most shining hotel chains in the world. A hotel comprises of
both front end and back end departments (Hotel Hilton Sydney Fact Sheet, 2016). The front end
department is the charming show of the hotel that is responsible for welcoming the guests and
ensuring their services meet the expectations. On the other side of the coin, the back end that
doesn’t get to be the “show part” of the hotel, manages all the background functioning. On top of
these, sit the Human Resource department. Every hotel industry has a human resource
department which is responsible for both recruitment and training of the employees.

The program to train the in-house department must keep in mind to address not only the front
desk but also the back end department. The following could be the participants in the program:
 Managers
 Duty managers
 Housekeeping department
 Cooking crew
 Receptionists
 IT department
 Contact centre
Explanation relating to requirement of above program
All of the above tend to comprise a hotel industry and are said to be building blocks for a
successful empire. The in-house training and development program shall be initiated to enhance
the performances and worth of these key players in the hotel.
Managers must be trained to keep the hotel in form and well-functioned. Emphasis must be lied
to make them more presentable. They must be free from biased attitude and must learn to cope
up with colleagues. The duty managers, further, serve as the substitute to managers. Training
the duty managers will benefit the industry by the means that they will be able to assist fellow
mates more effectively (Jani & Han, 2014).
Housekeeping is one of the most important tiers in the hotel industry. Enhancing this department
with training will help to deliver more satisfactory services to the guests.
Taste is what the human lives for. Ensuring healthy, finger-licking food to the guest is one prime
dharma. A trained crew will be able to assure satisfied guests.
Reception is the first thing a guest interacts with. Training this department will help in attracting
more no. of guests.
IT department is responsible for keeping intact all the databases of the guests’ information. A
single discrepancy in the confidential information might lead to loss of trust by the guest and
may damage the hotel’s information. A proper program will help understand the people of this
department to work efficiently.

The contact centre is the base of the hotel. The employees in this department will help in
delivering better offline services.
The manner in which participants will benefit the program
The above-specified participants will benefit the program through playing the specified role in an
efficient manner. As it is necessary for each of the participants to put maximum effort in
accomplishing the provided duty in a prominent way in order to attain the main objective of the
organization, i.e. serving customers in a best way. The role of each participant is connected with
each other as the main objective of the company is one for all (Johnson, Park & Bartlett, 2018).
For instance, effective evolvement of IT department would assist in maintaining the data in an
appropriate manner as well as to provide the data in case the same is required. Thus, the
information will assist in resolving the issue as details could be extracted to ascertain the
responsible person for the specified operation.
Plan
A training program for Hilton Hotels should keep in mind all the targeted and weaker areas of
the in-house department. Since new recruits further become the future of the industry, the main
focus must be on training them efficiently. Proper product training must be provided to the new
hires, to make them attract new guests efficiently. New employees learn from well-trained
workers optimum ways to advance customer satisfaction (McPhail & et al. 2015). Having a
formalized way of interacting with the guests may generate good results, but personalizing with
the, will generate best results. It also helps to connect with the guests. Each hotelier must learn
customer service skills to make the guests feel homely.

On the job training is a prime process that builds an efficient and quality of the workforce. Since
the human capital industry places a key role in functioning, it should be trained well to work
smoothly. There are several activities that comprise the entire plan for the productive training
and development of the in-house department of the Hilton Hotels. Below are described the
activities along with the objectives they tend to serve. Moreover, a complete method of delivery
is provided to brief out the flow of each process.
Activities Objectives Method of delivery
Conferences or Lectures The objective behind same
is to transmit the
knowledge to the staff, by
wordings. The main
agenda is to deliver the
theoretical knowledge
about the hotel verbally.
This process of training and
development will be done through
continuous lectures. The lecturer in
this process can also ask questions
with the staff to test the knowledge
which is gained. It keeps a regular
check on the amount of knowledge

employee posses about the hotel.
Discussion within
management
This is aimed at
exchanging opinions
within the staff of the
industry. Its motive is to
allow the staff to share
new ideas (Ravichandran,
Powers & Kirby, (2015).
A constant conference is
organized to ensure a
regular flow of new ideas
and policies.
Here, a typical interactive meeting is
carried out to see the communication
skills the staff posses. The
employees are asked to share their
ideas that help in discovering new
policies. They are trained to speak
up and raise their voice. Regular
conferences are conducted to ensure
constant communication and flow of
ideas.
Training sessions This aims at training the
employees to assent the
importance of accepting
others opinions. The
employees should learn
how to tackle new cases
arising in the hospitality
industry.
A case is presented by the trainers to
the trainees in order to let them asses
the case and find out solutions. The
trainer evaluates the decision-
making process of the employees in
various different situations. Each
time a different case is given to
allow the staff to learn to control all
the kinds of situations.
Making employees
understand their role
The trainees get to use
their knowledge in real
time. Sheehan, Grant &
Garavan (2018), Asserted
that main objective of this
process is to ensure that
each employee is capable
of enacting multiple roles.
It also teaches the
This goes along with the lectures
wherein the trainer might ask the
trainee to enact a certain role which
might be irrelevant to his
department. It helps in making the
employees versatile. The employees
are assigned various roles to allow
them to tackle several different role
plays. This is regardless of what

employees to learn the
different roles that are
played at various levels in
the hospitality industries.
Its motive is to teach voice
modulation for a proper
personalizing.
position the employee is currently
on. The voice modulation is taught
to employees for acquiring a better
way of personalizing.
Meeting relating to a
reassessment of activities
of each participant
It aims at demonstrating
the entire product
knowledge to the trainees
and the tools that are
required to function. It
trains the employees about
each of the policies and
working of the entire chain
of the hotel (Torres & et
al. 2015).
Unless a hotelier has no knowledge
about his hotel, he will not be able to
ensure guest satisfaction. This
process ensures that the employees
know their tasks well. A proper
training module is set up to
demonstrate the entire working
process, the history and dharma of
the hotel. The employees are then
asked to give evaluation tests to
prepare their report cards for
assessment.
Instruction for Trainers
In words of Wang, Tsai & Tsai, (2014), training can be referred as a procedure of teaching
regarding information as well as the implication of same. The most important variant of training
is a trainer. It is vital for a trainer to be eager, active and really concerned in the subject as well
as reaching his or her message to everyone will induce the best response from trainees. Trainers
who don’t have a concern in training and who have a minute or no eagerness for the issue of the
training are not successful. Trainer which is inexpert is fast recognized by the trainees, who
respond with inattentiveness, tiredness, disobedient manners and lack of training sessions.

If the trainer wants that the training should show results which were expected of him, it all lies in
the hands of them only. It is the responsibility of trainer only to make sure that the trainees attain
most probably from training. The success rule of training is the bond that builds up among
trainer and trainee. In order to create helpful training conditions, there must be respect and faith
in the management (Zaitseva, Goncharova & Androsenko, 2016). In case of the trainer, he has to
be concerned to make sure that trainees who are weak should operate to the highest possible
level also, at the same time trainee should put faith in themselves to accomplish the task. Into
this state, the trainer is said to be a motivator to motivate trainees.
Feedback and Evaluation
Figure 1: Impact of motivation and appraisal
(Source: Zaitseva & et.al. 2015)
The hospitality sector is not merely limited to delivering guests quality services but is more
related to providing services that will be on-time delivered, fulfil with appropriate employee
attitude, knowledge, skills and content (Zaitseva & et al. 2017) . This could be possible only with
the real-time application of the apt training and development processes. This should felicitate the
personal growth on both private and professional front. The employee structure must be chosen
effectively in Hilton Hotels, and the human resource department must have authority for proper
management of the employees. Training is not something which should be practised only
occasionally or periodically but should constantly be practised in order to ensure efficiency of
employees.

CONCLUSION
The training segment of a program not only provides assistance in the completion of all
operation and activities within time but also assist in enhancing the quality of service provided
by each participant. The training and development are referred as a major need for the hospitality
industry. Hilton Hotels, being a golden tier in the industry, has developed a crucial need for the
same. The above study depicts the fact that success of training depends on the existence of a
bond between trainer and trainee. Thus management of Hotel Hilton is recommended to
emphasize on same in order to attain overall predetermined objectives.

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