Training and Development Impact on Employee Job Performance at Hilton Hotels UK

This research explores the impact of training and development approaches used in Hilton Hotels UK for improving employee job performance. It analyzes the existing training and development approaches and evaluates their impact on employee performance. The research also identifies effective training and development approaches that can enhance job performance of employees in Hilton Hotels of UK. The study has implications for human resource management in Hilton Hotels UK and provides recommendations for improving employee training and development approaches.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE PERFORMANCE
Impact of Training and Development on Employee Job Performance at Hilton
Hotels UK
Rajat Sharma
Student ID: S1839605
Program: MBA
Number of words: 10101
Glasgow Caledonian University
Supervisor: Dr.Dane Lukic
:

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 1
Declaration
In completing the current research I declare that the research on the topic “Training and
Development Impact on Employee Job Performance” is solely original work. The
dissertation work is submitted in consideration to the fulfilments of the requirements of
my degree course. The findings gathered from this thesis have not been submitted to
any other University or institute for the award of any other diploma or degree.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 2
Table of Contents
Chapter 1: Introduction......................................................................................................4
1.1. Background and Rationale......................................................................................4
1.2. Research Problem and Significance.......................................................................5
1.3. Research Aim and Objectives.................................................................................6
1.4. Research Questions...............................................................................................6
Chapter 2: Literature Review.............................................................................................7
2.1. Introduction.............................................................................................................7
2.2. Concept of Employee Job Performance and Training............................................7
2.3. Training and Development Approaches Employed in Hotel Industry.....................8
2.4. Impact of Training and Development on Employee Job Performance.................10
2.5. Training and Development Approaches at Hilton Hotels UK................................12
2.6. Research Gap.......................................................................................................15
2.7. Conceptual Framework.........................................................................................15
2.8. Summary...............................................................................................................17
Chapter 3: Research Methodology..................................................................................18
3.1. Introduction...........................................................................................................18
3.2. Research Philosophy............................................................................................18
3.3. Research Approach..............................................................................................19
3.4. Research Strategy................................................................................................19
3.5. Data Collection Methods.......................................................................................20
3.6. Sampling and Sample Size...................................................................................21
3.7. Data Analysis Method...........................................................................................21
3.8. Ethical Considerations..........................................................................................22

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 3
3.9. Summary...............................................................................................................22
Chapter 4: Findings and Analysis....................................................................................23
4.1. Research Findings................................................................................................23
4.2. Discussion of Results............................................................................................29
4.3. Limitations of Research........................................................................................32
5. Conclusion, Recommendations and Future Research................................................33
5.1. Conclusion............................................................................................................33
5.2. Recommendations................................................................................................35
5.3. Future Research...................................................................................................37
References.......................................................................................................................38
Appendices......................................................................................................................43
Questionnaire for Employees of Hilton Hotels in UK...................................................43

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 4
Chapter 1: Introduction
1.1. Background and Rationale
The hospitality sector from which hotels are a major segment is highly service intensive
and greatly relies on its human resources. For the hotels to run its operations efficiently
it requires involvement of all employees from all the major operational departments such
as housekeeping, front office, food and beverages along with the back office
departments (Asrar-ul-Haq and Kuchinke 2016). The major role of training and
development is to ensure efficiency of the organisations and to enhance work
experience of employees within the workplace. Considering same, human resource
development in the hotel industry is deemed as a planned process for enhancing
organisational performance by means of training and employee development,
organisational and career development (Memon, Salleh and Baharom 2016). Training
and development of employees in the hotels are considered as an important and
inseparable part of human resource management. Once an employee is recruited within
a specific position it is unlikely that he has increased skills and knowledge needed. For
ensuring that the employees become highly efficient in operating hospitality operations
training acts as strategic tool for developing a team of high quality staff offering superior
level of service as per expectations of guest (Asrar-ul-Haq and Kuchinke 2016).
Considering the importance of training and development approaches in enhancing
employee skills and operational efficiency in the hotel industry, the rationale of the
research is to analyse impact of the training and development approaches used in
Hilton Hotels UK for improving employee job performance. Moreover, through carrying
out exploration on this subject the rationale is to evaluate the fact that training is
essential in improving employee knowledge that in turn can enhance delivery of
hospitality business related operations (Asrar-ul-Haq and Kuchinke 2016). The research
also has useful implications in indicating through the findings of the study that training
and development approaches implemented by Hilton Hotels UK can have positive
impacts on employee productivity, morale, satisfaction and retention along with
maintaining service consistency and satisfaction of guests.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 5
1.2. Research Problem and Significance
One of the major obstacles that affect smooth operations in the hotel industry is lack of
training and development. Hilton Hotels UK has been operating successfully over years
in the hotel industry through effective management of its employees. However, in the
recent year as the hotel is observed to face issues in sustaining its competitive position
due to lack of an efficient staffing policy along with training and development policy (Wei
Tian, Cordery and Gamble 2016). Despite existence of certain training and development
approaches, the hotel is striving to improve its existing approaches as the training
initiatives need to be less unsystematic and unplanned. It has also been observed that
in Hilton Hotels UK most of the employees are not provided within initial job training
after appointment (Memon, Salleh and Baharom 2016). For this reason, the
administrative employee skills and capabilities over the years have not been improved
that could have made them efficient in hotel operations. Hilton Hotels UK needs to
improve its existing training and development approaches considering that it serves as
an important part of its human resource development initiative. For employees to
conduct their job roles effectively Hilton Hotels UK is striving to develop suitable training
programs that can increase their skills, values, knowledge, attitudes as well as
competencies (Wei Tian, Cordery and Gamble 2016).
In consideration to the research problem, the significance of this exploration is to
evaluate the criteria of effective training in Hilton Hotels UK along with identifying the
significant impact of effective training on skills of hotel staff, their performance along
with their productivity. Such analysis can facilitate in providing most relevant
recommendations on improving as well as introducing employee training and
development approaches that can enhance their performance in competing successfully
within the industry (Wei Tian, Cordery and Gamble 2016). The findings of the research
also provides detailed information to the human resource management of Hilton Hotels
UK in analysing the importance of training programs in adding merits to the success of
the hotel through improved employee performance at workplace. In addition, the
research findings also have increased significance in explaining that training and
development facilitates employees in making positive contributions for success of the
organisation. The findings of the study has also made constructive contributions in

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 6
realising that the quality and intensity of training carried out by Hilton Hotels UK can
facilitate its employees in developing skills of performing their job functions through
adequately analysing the market conditions and competitors position (Wei Tian, Cordery
and Gamble 2016).
1.3. Research Aim and Objectives
The aim of the research is to analyse the impact of training and development of
employee job performance at Hilton Hotels in UK. Focussed on such research aim, the
objectives that are to be attained after completion of the exploration are indicated below:
 To analyse the impact of Hilton Hotels UK’s existing training and development
approaches on their employees job performance
 To evaluate whether training and development strategies of Hilton Hotel of UK
impacts employee performance
 To evaluate where Hilton Hotel of UK face issues in effective implementation of
training and development approaches for supporting effective job performance of
employees
 To recommend effective training and development approaches that can enhance
job performance of employees in Hilton Hotels of UK
1.4. Research Questions
The research questions that are to be answered through completion of the current
exploration are elaborated under:
 What is the impact of Hilton Hotels UK’s existing training and development
approaches on their employees’ job performance?
 Do training and development strategies of Hilton Hotels of UK impact employee
performance?
 Do Hilton Hotels of UK face issues in effective implementation of training and
development approaches for supporting effective job performance of employees?
 What are effective training and development approaches that can enhance job
performance of employees in Hilton Hotels of UK?

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 7
Chapter 2: Literature Review
2.1. Introduction
This chapter explained the training and development concepts along with definitions,
organisational need for such training, evaluation of training conducted by employees
and advantages of undergoing training and development in workplace. The literature
review section has facilitated in evaluating the existing research on various training and
development approaches employed by the hotel industry in UK as an initiative of
enhancing performance of their employees (Asrar-ul-Haq and Kuchinke 2016). This
section has also focused on comparing and contrasting several effective training and
development approaches explained by several researchers in the past that contributed
to the success of employees in the hotels of UK.
2.2. Concept of Employee Job Performance and Training
According to the research carried out by Ajibade and Ayinla (2014) employee job
performances defined as employee effort that is measured in terms of input-output
relationship. Employee job performance is also explained in terms of input-output
relationship. It is also explained as the measure of employee efficiency with which the
resources and the inputs are utilised for generating profitable outputs. Performance is
also considered as employee productivity. Amin et al. (2014) added that the job related
activities expected from an employee depends on how well they were executed by the
employees. Considering the same, employee job performance is considered as a
multidimensional aspect and on a fundamental level one can distinguish the process
aspect of employee performance that is behavioural engagements from an expected
outcome. Performance in the form of employee task performance includes
consideration of certain job explicit behaviours that encompass their basic job
responsibilities assigned to them as a part of their job description. The expected job
performance includes organising, planning along with managing everyday workplace
jobs through employing technical capability that demonstrates expertise on technical-
administrative task performance of employees.
Anitha (2014) defined training as a learning activity that is directed towards the specific
skills and knowledge acquisitions for the purpose of an occupation and task

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 8
accomplishment by the employees. Moreover, training of employees also implies
preparation for an occupation or specific skills. Anitha and Kumar (2016) explained
employee development as a broader view of skills and knowledge in comparison to
training and it is less job-oriented than being career oriented. It is also concerned highly
with improving employee potential than their immediate skills and it sees employees as
an adaptable resource. These researchers also explained the employee training and
development process as providing specific skills, capabilities along with knowledge to
the employees. On the other hand, Aragón, Jiménez and Valle (2014) provided formal
definition of training and development which serves as an attempt to enhance recent or
future employee performance through enhancing ability of the employees to perform in
their respective jobs through learning. Training and development activities of
organisations are focussed on changing employee attitudes along with increasing their
skills. Need for training and development is determined by the organisations through
determining deficiency taking place in job performance of employees (Memon, Salleh
and Baharom 2016).
2.3. Training and Development Approaches Employed in Hotel Industry
Aruna and Anitha (2015) explained through their research that training leads to
improved productivity of employees as evidenced in the hotel industry. Suitable training
programs facilitate employees to improve their level of performance in all operational
departments of the hotel increasing their productivity and quality of services offered to
guests. These researchers also stated that employee training and development
programs employed in the hotel industry can be classified based on the training needs
of employees and their expected training period. The type of training initiative taken in
the hotel industry includes orientation, actual work training, skill, and practice along with
special training. Asrar-ul-Haq and Kuchinke (2016) added that all these employee
training and development approaches have their advantages and disadvantages and
considering same, this researcher has explained several effective employee training
and development approaches that are indicated below:
 Lecture: Balouch and Hassan (2014) indicated in their research that in lecture
based training method the trainers transmit knowledge along with the concept

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 9
related with the job roles in the operational departments of hotel through
wordings. After the training the lecture might allow the trainees to ask certain
questions and one of the major advantages of this training is lecture based
training can be provided to a large group of employees with low expense and
within less time.
 Role playing: Bataineh (2014) stated that this type of employee training involves
the process where the employees practice new skull through pretending to be in
a real situation instead of just employing their vision. The major advantage of this
training approach is that the trainees attain the opportunity to employ their
knowledge in real practice that enhances their encouragement and interest
towards work.
 Demonstration: Bib, Ahmad and Majid (2018) signified in their study that this
training method considers demonstrating the manner of using certain operational
tools along with offering detailed explanations to increase knowledge of the
trainees regarding such tools. After attaining such training the employees attain
the ability to take less time in learning new skills of operating tools and can
develop ability to solve issues faced by them while operating within various
departments of the hotel.
Researchers namely, Bilau et al. (2015) elaborated in their research that on-The Job
training (OJT) is a type of employee training popular within the hotel industry of UK. This
training method involves offering training to employees after joining the workplace
through watching or observing others with increased experience to perform task. This is
observed to be a popular training methods usually employed within UK hotel sector
where new skills and techniques related to the operational areas of the hotel are
provided to the employees. Borate et al. (2014) also confirmed that there are several
OJT training techniques that are employed within the hotel industry of UK that includes
mentoring in which a senior and experienced staff member takes the accountability of
enveloping skills of newly joined individuals. The process of mentoring is generally for
the managerial employees along with that the selected individuals are the ones with
aspirations to reach the levels of senior management. In this training method, the
trainees observe the skills indicated by the mentor and then learn from their experience.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 10
Brunetto et al. (2014) revealed that another effective approach of OJT is the initiative of
job rotation where employees undergoing the training are placed within job role before
they’re given any prior training. When these employees attain expertise in the job
assigned they shift to perform another job and the process continues. This are proved to
enhance skills of employees working within the hotel industry through attaining abilities
of multi-skilling and functional flexibility.
According to a study conducted by Cloutier et al. (2015) it has been evidenced that for
ensuring career development of employees within workplace the management within
the UK hotel sector employs certain effective staff development approaches like e-
learning on certain hotel management topics, software training along with technical
skills. Few hotels of UK also offer employee development initiatives in the form of
attending professional conferences that is deemed important in some aspects of their
development. Dabale, Jagero and Nyauchi (2014) elaborated that in supporting
employee career growth and job performance there are several development
approaches implemented by the hotel sector such as job enrichment and promotions.
Job enrichment serves as an effective employee development program that are
followed by the hotel sector internally that is of great benefit for the current job roles of
the employees that creates additional ways to develop employees. Certain instances of
the employee development approaches implemented by the hotels in UK include
presentations at team meetings and getting associated with a diversity community or
volunteering apartment.
2.4. Impact of Training and Development on Employee Job Performance
The research carried out by Gul (2015) revealed that the training and development
approaches implemented by the hotels in UK have an increased impact on job
performance of employees. Supporting such view it has also been revealed that
employee job performance in the hospitality industry of UK is explained as the
achievement of specific task measured against predetermined or recognised standards
related with completeness, accuracy, speed and cost. Considering the importance of
enhancing job performance of employees in successful attainment of organisational
goals, the major objective of training approaches is to improve organisational

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 11
effectiveness that further has a positive impact on employee performance. Hafeez and
Akbar (2015) added that there is a positive relationship between employee job
performance and implemented workplace training and development approaches. The
organisations operating within the hotel industry of UK are highly focussed on
generating profits for its investors and for ensuring quality services to the consumers.
Considering same, investment within employee training and development approaches
can support the employees in quickly and systematically acquire new skills. Training
and development has an increased impact on enhancing job performance of employees
that can be explained through situated learning theory. Hafeez and Akbar (2015)
explained situated learning to be founded on a belief regarding the aspects learned by
employees in their role as a community member. Situated leaning takes place through
creating meaning from the real activities of employees in workplace. Such learning
takes place where employees leans skills through establishing relationships between
people and through connecting previous knowledge with authentic and unintended
contextual learning.
Researchers namely, Haider et al. (2015) explained in their research that training and
development strategy is the major strategy to enhance employee determination towards
the organisational performance. These researchers also claimed that likert scale can be
employed as an effective approach in scaling responses with using a rating scale. It is
also claimed by these researchers that employee performance is enhanced by training
and employee development approaches have a positive association with motivations
and job engagement of employees. These researchers also concluded that the function
of valuable training is to enhance the task process quality that can ensure improvement
in the employee performance. Hanaysha and Tahir (2016) concluded that for attaining
high degree of employee job performance, it is important for the hotel sector in UK to
inspire workforce through addressing the gap between necessary skills and the training
attained by the staff. In addition, it has also been revealed from the previous researches
that importance of skilful staff in the hotels is of great importance in offering exceptional
services to the guests. It is also demonstrated by Hanaysha (2016) that through
undergoing necessary training and development programs the employees develop an
exceptional sense of dignity, self-confidence and wellbeing when they find themselves

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 12
as a valuable resource for the organisation. Undergoing specialised career development
and training programs generates a sense of satisfaction among the hotel staff based on
their attained organisational goals. For this reason, it is considered important in the
hotel industry of UK that through necessary training employees must be encouraged to
perform job in enhancing the services of the hotels that can further add value to their
workplace performance.
Hilton.com. (2019) explained through their exploration that employee job performance is
an important foundation related with an organisation and the employees attain
necessary knowledge through training that is considered important for enhancing their
effectiveness in performing specific jobs. In promoting efficient employee learning and
ensuring their long term retention it is deemed important that the training initiatives
implemented within the hotel sector incorporate several learning principles that make
the professional training process easier. Iqbal, Ahmad and Javaid (2014) stated that for
a turning and development program that strongly takes into consideration
implementation of learning programs enhances necessary skills learning ability among
employees. These researchers also analysed the case of hotel sector in UK and
revealed that several new training methods have come into existence over years where
are explained within the learning theory and models of employee positive behavioural
change. Training and development needs are essential to be addressed in the hotel
industry as it has been revealed that it can affect employee competency at work
focussed on three major areas such as managerial, technical and personality. Thus,
training is essential in developing an employee’s interpersonal skills at workplace.
Kang, Gatling and Kim (2015) confirmed that the suitable employee training and
development methods employed within the hotels of UK facilitates in promoting their
self-insights and also improves their decision making ability to sole job based issues in
a significant manner. These researchers also added that for the training and
development approaches employed by the hotels it is necessary to ensure that these
approaches are designed in a manner that it’s motivates trainees to improve its job
performance and the training clearly illustrates desired skills to be attained after the
completion of the training program Karatepe and Shahriari (2014) added that training

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 13
and development approaches can positively impact workplace performance of
employees when the training offered is close to the job reality. These necessities that
the trainers must identify the training needs of each employee before designing such
program as it can ensure successful implementation of such programs.
2.5. Training and Development Approaches at Hilton Hotels UK
It has been evidenced that in Hilton Hotels UK there exist certain employee training and
development policies. These policies support the staff in the hotel to perform in a better
manner in offering exceptional services to the guests. In addition, it has also been
gathered that the supervisors and the managers of Hilton Hotels UK are involved in the
training program of the employees after the training program the trainees are made to
indicate their commitment towards their respective jobs. Kum, Cowden and Karodia
(2014) added that in Hilton Hotels UK measure employee training in terms of quality,
productivity, and improvement along with turnover reduction in the hotel group. These
researchers also revealed that in Hilton Hotels UK raining and development policies are
developed to support employees’ knowledge and skills and also focus on changing
trainee attitude. These policies developed by the hotel group are focussed on increasing
the confidence along with commitment of the staff. Long and Perumal (2014) added that
they have revealed through analysing the case of Hilton Hotels UK that the training and
development policies are focused on providing the employee recognition along with
enhancing responsibility that can lead to increase in their pay structure and promotion.
 Role playing: Memon, Salleh and Baharom (2016) stated that the role
playing training technique is focussed on developing skills of learners in Hilton
Hotels UK. They ensure the same through training employees on tasks
related with their job through making them practice or stimulating real working
conditions. The hotel group conducts role playing based training in developing
employee skills or necessary competence for making them compatible for a
specific job position. Role play training can be explained as a simulation
where every participant in the training program is provided with a role to play.
Role play training carried out in Hilton Hotels UK is observed to develop
employee interpersonal skills along with communication skills, conflict

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 14
resolution, and group decision making long with facilitating hotel staff to
develop an insight into one’s own behaviour. The impact of this training
technique can be analysed through observing positive impact on the
participants’ behaviour and demonstrating improvement in process and cornet
related skills after role play activities.
 E-learning: Research carried out by Shahzadi et al. (2014) on Hilton Hotels UK
revealed that the hotel group considers training their employs on the operational
departments of the hotel through e-learning. This training technique considers
employing electronic technologies in evaluating the hotel staff training process
outside the hotel area. These researchers also revealed that e-learning
technique is employed in the hotel group that has facilitated in motivating
employees to perform better in their job roles through offering them learning
solutions that are engaged with simulations along with other experiential
mediums. Singh and Rana (2015) also gathered that the training and
development policy of Hilton Hotels UK is focussed on offering cost effective
training to its staff. Through e-learning the hotel group focuses on eliminating
excess training costs through encouraging employees’ online learning. The
impact of this training technique can be analysed through observing a positive
change in cordial working relation among the organisational members leading to
successful attainment of organisational goals.
 Sensitivity training: Sung and Choi (2014) revealed that Hilton Hotels UK
follows simulation training as an approach of enhancing job performance of hotel
staff. Sensitivity training is considered as a firm of employee training that has the
purpose to make employees in the hotel highly aware of their workplace goals as
well as their own career prejudices. The hotel group employs this firm of
employee training as an approach of developing emotional intelligence among
employees that can enhance qualities of self-motivation, self-awareness and
develop ability of creating a cooperative climate that can encourage them to offer
exceptional services to guests. Tahir et al. (2014) added that sensitivity training
technique employed in Hilton Hotels UK has also supported employees in
developing diagnostic skills in the interpersonal and inter-group situations. The

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 15
impact of this training measure is analysed through observing employee
productivity rates over time and the ways in which learners demonstrate their
knowledge through performing role play.
 360 degree feedback: Van Rooij and Merkebu (2015) explained that in Hilton
Hotels UK 360 degree feedback process is used as an employee development
approach that increasing motivating of its hotel staff to perform their best in
providing exceptional hotel services to guests. These researchers also revealed
that this employee development approach serves as an effective process in
which the employees attain feedback from other hotel staff. 360 degree
employee development tool that facilitates the employees working in the hotel to
attain necessary feedback on their performance that can make them highly
effective in theory job roles and can also facilitate the in understanding areas that
they require to focus for improving their workplace performance. The impact of
this training measure is analysed through observing considerable increase in
employee engagement and decrease in employee turnover rates.
2.6. Research Gap
From analysing previous research existing on the effectiveness of training and
development approaches implemented by hotels in improving employee job
performance, it has been gathered that there exist a gap in these studies. Previous
studies had a limitation in explaining training as a learning experience for employees
within the workplace (Mozael 2015). These researches also indicated a gap in
elaborating the ways in which various on-job training and development initiatives within
the hotel sector changes or enhance skills of employees along with their knowledge,
attitudes and social behaviour. In consideration to this research gap, the current
exploration was focussed on elaborating the employee training attained after joining the
job in the hotel industry impacts employee job performance and organisational
performance. Moreover, there is also a significant impact of effective training
approaches selected in the hotel sector facilitates in improving the performance of hotel
staff (Noe et al. 2017). Previous researches also has a limitation in analysing certain
specific training and development approaches implemented by the hotel sector in UK
focussed in which the current research is carried out. This study addressed this

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 16
research gap through evaluating the case study of Hilton Hotels UK and examined that
training improves the overall organisational profitability, employee performance and
effectiveness.
2.7. Conceptual Framework
The conceptual framework indicated below explains that certain training and
development approaches implemented by Hilton Hotels UK such as on-board training,
mandatory training (e-learning), 360 degree feedback (employee development), role-
play, technical skills training and sensitivity training has a positive impact on employee
job performance. Following the conceptual framework indicated in the figure below the
research was carried out that explained that human resources are most dynamic
resource for Hilton Hotels UK for which they require to pay considerable attention on
realising their full potential in workplace (Oladapo 2014). In supporting such improved
performance of employees, the management of the hotel are making increased efforts
in developing its training and development approaches. As per the training approaches
explained in the conceptual framework all of them are considered to be dependent on
the training and employee development policies indicated in a conceptual framework. It
is a model linking g specific methods with performance but these methods could be
done ting within Hilton Hotels UK. In addition, the conceptual framework below explains
that there is a positive relationship between various training approaches employed in
the hotel industry and improvement of employee job performance in all the operational
department of the hotel (Osa and Amos 2014). It has also focussed on guiding the
current research towards elaborating that in establishing the training and development
requirements of employees within the hotel it is important to start with job description
and then carrying out performance appraisal. The training and development activities of
the hotels can be considered efficient where proper explanation of the training needs
and the results from the training completion are clearly and precisely explained
(Paterson, Luthans and Jeung 2014). Development of the employee training activities
takes into consideration their active participation in the learning process. The
conceptual framework below indicates positive relationship between the dependent
variable (employee job performance) and independent variables (employee training and
development activities).Such relationship explains that fostering the learning

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 17
environment is essential for the reason that it supports in developing a workplace where
employees feel comfortable in freely expressing their ideas in ensuring their effective
job performance (Saks 2015).
From analysing conceptual approaches to employee development and learning it has
been gathered that there are several training and learning theories which can employed
in encouraging positive workplace learning perspectives. Such conceptual approach of
training and learning theories that are employed in the companies include scientific
methods, situation learning or cognition, constructivism along with experiential learning
theory along with transformative learning theory. Saks (2015) revealed that
transformative learning theory based training approaches enables employees to
participate actively in the decision making. These reasechers also indicated that
constructivist learning perspective indicates that skills and knowledge can be improved
in several ways and stresses on comprehensible real-world organisational
surroundings. Saks (2015) added that situated learning theory is fussed on situations
within which trainees are involved on a regular basis. This learning theory based raining
approaches are shared and actively developed in cooperation with other trainees and
resolve issues.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 18
Figure 1: Conceptual Framework
(Source: Authors Creation)
2.8. Summary
The literature review section has facilitated in evaluating the existing research on
various training and development approaches employed by the hotel industry in UK as
an initiative of enhancing performance of their employees. It is also claimed by these
researchers that employee performance is enhanced by training and employee
development approaches have a positive association with motivations and job
engagement of employees. Previous researches also has a limitation in analysing
certain specific training and development approaches implemented by the hotel sector
in UK focussed in which the current research is carried out. This study addressed this
research gap through evaluating the case study of Hilton Hotels UK and examined that
training improves the overall organisational profitability, employee performance and
effectiveness. As per the training approaches explained in the conceptual framework all

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 19
of them are considered to be dependent on the training and employee development
policies existing within Hilton Hotels UK.
Chapter 3: Research Methodology
3.1. Introduction
The third chapter explains different types of approaches, strategies and designs in order
to derive actual results from the research. In addition, the suitability of the gathered
responses of the research greatly relied on the specific selected methodology that is
employed by the research in attaining effective research findings (Asrar-ul-Haq and
Kuchinke 2016). Conversely, selecting most suitable research methodology for
obtaining a specific path that facilitates in maintaining validity and reliability of the
exploration. Selected research methodology has also supported the study in attaining
reliable research analysis opportunities that increased research results authenticity.
3.2. Research Philosophy
The research philosophy that has been applied in carrying on research on the impact of
training and development approaches used by Hilton Hotels of UK in improving their job
performance is positivism. This is for the reason that this research philosophy is
focussed on analysing the existence of reality through employing several scientifically
proven research techniques (Asrar-ul-Haq and Kuchinke 2016). As the current research
focussed on analysing the issues faced by Hilton Hotels of UK in offering suitable
training and development programs that can enhance job performance of their
employees, the researcher considered employing positivism philosophy though linking
the theories and models related to training explained in the literature review. As the
researcher has considered gathered quantitative data from the employees, the
researcher employed positivism philosophy that facilitated in dissecting responses from
the selected respondents (Haider et al. 2015). This research philosophy is deemed
suitable for this exploration as it supports in gathering most valid data from the
quantitative study and is most applicable in studies where deductive research approach
is employed.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 20
3.3. Research Approach
In carrying out study on the impact of training and development approaches on the job
performance of employees working in Hilton Hotels of UK, the researcher considered
employing deductive research approach (Haider et al. 2015). The current study is
centred on evaluating the challenges faced by Hilton Hotels of UK in training and
developing its employees for enhancing their job performance. Considering the same,
the researcher has applied deductive approach that is considered to be highly suitable
in quantitative data analysis. Deductive research approach application facilitated the
researcher in performing analysis through evaluating quantitative responses gathered
from the target respondents. In addition, positivism research philosophy is directly
associated with gathering suitable findings from the research (Haider et al. 2015).
Deductive approach supports effective use of positivism philosophy as it facilitates in
evaluating the past trends along with existing models and proven facts. For this reason,
deductive research approach is deemed to be highly applicable in this research for
deriving actual results from the exploration.
3.4. Research Strategy
The research strategy that has been employed in analysing the effectiveness of
employee training and developing approaches in enhancing job performance of the
employees in Hilton Hotels of UK is descriptive research strategy (Haider et al. 2015).
This strategy is deemed to be suitable in this exploration for the reason that descriptive
research strategy focuses on analysing non-quantified issues and in this research it has
facilitated in exploring and explaining the issues faced by the hotel group in offering
suitable training programs that can enhance job performance of its employees. For this
reason, this strategy facilitates in attaining deeper insights on the identified research
issues used with the study. It also offered the research with an opportunity to broaden
the understanding along with the knowledge base. Descriptive research strategy also
involves focussing in developing a list of recommendations that can minimise the issues
faced by Hilton Hotels of UK after completion of the study (Haider et al. 2015).

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 21
3.5. Data Collection Methods
In carrying out research on the impact of training and development approaches on the
job performance of employees working in Hilton Hotels of UK, both the primary as well
as secondary data was collected that included the qualitative as well as quantitative
data. Secondary data in the form of qualitative data has been collected from annual
report of Hilton Hotels of UK that is readily available on the internet sources, p eer
reviewed academic journals, articles, government publications and website along with
the other publications of the hotel industry of UK (Aruna and Anitha 2015). The primary
data for analysing the impact of training and development approaches on improving
employee job performances has been collected from the human responses and such
data is deemed to be most reliable in nature in comparison to the collected secondary
data. Quantitative data has been gathered trough employing primary data collection
process that can facilitate in gathering information with respect to the research findings.
The quantitative data offers information on the human inclination subject and in this
study a larger sample size was selected for the exploration (Aruna and Anitha 2015).
The primary data was collected from the employees working in Hilton Hotels of UK for
gathering highly accurate data on the training and development programs that they
have undergoes. Data in the quantitative form has been gathered through developing a
close-ended questionnaire including questions on training and development approaches
and their effectiveness in enhancing their job performance. For collecting highly reliable
data in less timeframe, the questionnaire was distributed to the employees via e-mail
and time span of seven days was provided to them for reverting on the questionnaire.
Moreover, for collecting quantitative data from employees the questionnaire was
developed using liker scale method that facilitated in simplifying the process of data
analysis (Aruna and Anitha 2015). The questionnaire was developed using the likert
scale technique where the employees responses has been gathered on a scale from 1
(strongly agree) to 5 (strongly disagree). The questionnaire measured employees’
responses on their demographic profile such as their gender and their views regarding
effectiveness of training and development approaches existing within Hilton Hotels UK
in improving their job performance. Based on the literature review findings it has been

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 22
gathered that likert scale can be employed as an effective approach in scaling
responses with using a rating scale.
3.6. Sampling and Sample Size
Sampling serves as a process in which the targeted respondents for the research are
chosen from a larger population. Such techniques also facilitate the researcher in
selecting most reliable primary data collection source for obtaining important information
aligned with aim and objectives of the study (Balouch and Hassan 2014). Considering
same, the sampling technique that is considered most suitable in this exploration is
simple random sampling method as it offers equal chances to all the participants to take
part in the survey. The Hilton Hotel of UK was selected and the employees working
more than two years in the hotel were considered as sample population in the study.
Among them 20 employees were selected through random sampling technique.
Moreover, collecting quantitative data is also simple through employing simple random
sampling techniques particularly from a large sample. The sample size selected for
exploring the ways in which the training and development approaches on the employee
performance of Hilton Hotels of UK is 20 employees working within the Hilton hotel of
UK. A small sample size was selected due to time constraints that had limitation of
gathering most relevant findings from the study. Selecting small sample size might have
resulted in high variability that can cause bias. Considering same, future research will
consider selecting a sample size of employees greater than 30.
3.7. Data Analysis Method
In carrying out the research on the impact of training and development approaches on
the job performance of employees working in Hilton Hotels of UK, collected data has
been evaluated through employing several qualitative analytical techniques (Balouch
and Hassan 2014). Considering same, selecting suitable data analysis techniques has
facilitated the researchers in sustaining transparency and interpreting the composed
data. Representation of the quantitative data is done in the form of graphs and tables for
simplifying the interpretation of the collected data. In addition, explaining the survey
findings in the form of tables and graphs facilitated in converting employee opinion into
a percentage in anticipating the trend of respondent’s insights. Through employing

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 23
qualitative analysis technique the relationship between the selected dependent and the
independent variables has been evaluated (Balouch and Hassan 2014). The dependent
variable for the researches employee job performance and the independent variables
are the training and development approaches. The questions that were used in
measuring performance of training methods used in Hilton Hotels included questions on
training and development approaches such as Role planning and sensitivity training, e-
learning and 360 degree feedback. In measuring employee performance after
undergoing training approaches within the Hotel Group, likert scale was employed
where the employees responses on questions has been gathered on a scale from 1
(strongly agree) to 5 (strongly disagree).
3.8. Ethical Considerations
In carrying out research on analysing the impact of training and development strategies
on the employee job performance in Hilton Hotels of UK, the reasechers considered
following suitable ethical code of conduct in performing all the activities involved within
the data collection process. The researcher has also followed ethical code of conduct in
gathering secondary data and ensured that it is collected from diverse valid as well as
reliable sources in entertaining the trustworthiness of the study findings (Kum, Cowden
and Karodia 2014). In following the ethical code of conduct, the researchers have
avoided asking personal and sensitive questions to the survey participants. Moreover,
the researchers have also attained mutual permission from the selected employees of
Hilton Hotels of UK in persuading them to take part within the survey. In addition, the
identity of the participated respondents have not been disclosed for maintaining their
confidentiality it has also been made sure by the researchers that no business use of
the research statement has been encouraged in this study (Kum, Cowden and Karodia
2014).
3.9. Summary
Selecting most suitable research methodology for obtaining a specific path that
facilitates in maintaining validity and reliability of the exploration. In carrying out
research on the impact of training and development approaches on the job performance
of employees working in Hilton Hotels of UK, both the primary as well as secondary

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 24
data was collected that included the qualitative as well as quantitative data. The sample
size selected for exploring the ways in which the training and development approaches
on the employee performance of Hilton Hotels of UK is 20 employees working with the
hotel. The researcher has also followed ethical code of conduct in gathering secondary
data and ensured that it is collected from diverse valid as well as reliable sources in
entertaining the trustworthiness of the study findings. Representing survey data in the
form of tables and graphs facilitated the researcher in converting consumer opinion into
a percentage. This has simplified the anticipation of the trend of respondent’s insights.
Selecting a small sample size served as a limitation as correlation and regression
analysis could not be carried out for it might increase the margin of error. Moreover,
selecting employees as respondents also had a limitation as they might offer biased
responses regarding their performance measurements. Future research will consider
selecting employees as well as managers of the Hilton Hotels present all over UK for
attaining opinion in the training and development approaches effectiveness in improving
job performance. Selecting large sample size can also ensure about the reliability and
validity of the research as correlation and regression analysis can be carried out in
them.
Chapter 4: Findings and Analysis
4.1. Research Findings
Figure 2: Gender Segmentation of Employees

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 25
(Source: Authors Creation)
The figure above indicates that out of 20 employees, 55% of them were males and 45%
of them were females, who participated in this survey.
Figure 3: Training and Development Policy Existence
(Source: Authors Creation)
The figure above indicates that out of 20 employees, 10 of them responded that there
exist an effective training and development policy within Hilton Group in UK and only
one employee responded that the training and development policy in the Hotel Group
needs improvement.
Figure 4: Positive Impact of Job Training

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 26
(Source: Authors Creation)
The figure above indicates that out of 20 employees, 9 employees responded that
undergoing initial job training has faclitated them in performing their assigned tasks in
the workplace in an effective manner. However, 6 out of them stated that new initial job
training approches must be introduced by the Hotel Group.
Figure 5: Training and Development in Supporting Personal Goals
(Source: Authors Creation)
The figure above indicates that out of 20 employees, 11 employees resonded that the
training and development approches employed in the selected Hilton Hotel of UK are
focussed on motivating employees to attian their personal goals, needs and self-
development objectives in the organisation. 3 amng these employees provided a neutral
resonse on the question as they were unsure regarding the effectiveness of these
approches in supporting their self-development needs.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 27
Figure 6: Role Playing and Sensitivity Training Effectiveness
(Source: Authors Creation)
Among 20 employees that participated in the survey, 11 of them stated that the training
and development approaches employed in the selected Hilton Hotel of UK like role
playing and sensitivity training increased efficiency among them to attain organisational
goals. However, 2 among these employees responded that they were unsure regarding
the effectiveness of these techniques in facilitating them to attain organisational goal as
they belied that these training approaches were not frequently and effectively followed
in the hotel.
Figure 7: E-learning in Developing Employee Skills
(Source: Authors Creation)

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 28
Among 20 employees, 9 employees agreed that the e-learning training approaches
employed in selected Hilton Hotel of UK are supporting the employees in developing
their task based skills and facilitated them in performing their job efficiently. However,
these employees 6 of them provided a neutral response that the eLearning approach
used within the hotel is not that efficient in developing key skills of each employee as
per their learning needs in the organisation.
Figure 8: 360 Degree Feedback in Supporting Employee Job Performance
(Source: Authors Creation)
From analysing the questionnaire survey responses it has been gathered that, 8 among
20 employees strongly agreed that 360 degree feedback system used as an employee
development approach in selected Hilton Hotel of UK is successful in encouraging job
performance of employees. 8 among 20 employees also agreed to such statement in
the survey. However, 2 employees disagreed and 1 among them strongly disagreed
regarding the effectiveness of 360 degree feedback approach in offering employees
with better view on their overall performance in workplace.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 29
Figure 9: Training and Development Needs Improvement
(Source: Authors Creation)
Among 20 employees that participated in the survey, 15 agreed that the existing training
and development approaches within the selected Hilton Hotel of UK can be further
improved through introducing new approaches following training and developing
learning theories so that they can encourage better employee job performance. 3
among the participant employees strongly agreed with the statement and 2 employees
provided a neutral response on the statement.
Figure 10: Ensuring Right Person is appointed at Right Time
(Source: Authors Creation)

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 30
13 out of 20 participant respondents indicated that the training and development
approaches employed in the selected Hilton Hotel of UK ensues that right person is in
the right job at a right time. However, 2 among these participant employees stated that
they do not believe right person is appointed for the right job in the Hotel and the
training process in the hotel is not that effective in increasing employees understand
ability on a job role and appointing right employee fir right job.
Figure 11: Recommendation on New Training and Development Approaches
(Source: Authors Creation)
8 among 20 employees that participated in the questionnaire survey responded that
they prefer recommending the selected UK based Hilton Hotel to implement new raining
and development approaches that can better motivate the employees in excelling in
their job roles. 4 respondents agreed such statement and 3 of them offered a neutral
response. However, 2 among the participant employees stated that they believe the
existing training and development techniques are efficient in improving their workplace
performance.
4.2. Discussion of Results

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 31
The findings indicated that training and development strategy is the major strategy to
enhance employee determination towards the organisational performance. It is also
claimed by these researchers that employee performance is enhanced by training and
employee development approaches have a positive association with motivations and
job engagement of employees. These findings also concluded that the function of
valuable training is to enhance the task process quality that can ensure improvement in
the employee performance (Kum, Cowden and Karodia 2014). As per the research
findings it has been revealed that in Hilton Hotels UK there exist certain employee
training and development policies that supports the staff in the hotel to perform in a
better manner in offering exceptional services to the guests. In addition, it has also been
gathered that the supervisors and the managers of Hilton Hotels UK are involved in the
training program of the employees after the training program the trainees are made to
indicate their commitment towards their respective jobs. The major role of training and
development is to ensure efficiency of the organisations and to enhance work
experience of employees within the workplace. Considering same, human resource
development in the hotel industry is deemed as a planned process for enhancing
organisational performance by means of training and employee development,
organisational and career development (Kum, Cowden and Karodia 2014). From the
findings of the research is has been evident that training and development of employees
in the hotels are considered as an important and inseparable part of human resource
management. Once an employee is recruited within a specific position it is unlikely that
he has increased skills and knowledge needed. For ensuring that the employees
become highly efficient in operating hospitality operations training acts as strategic tool
for developing a team of high quality staff offering superior level of service as per
expectations of guest.
From evaluating the results it has been revealed that the training and development
approaches employed in Hilton Hotels UK offers extensive benefits to its employees in
the form of offering them better position and career opportunities (Kum, Cowden and
Karodia 2014). It has also been revealed from the results of this study that in
comparison to the unskilled employees the skilled staff undergoing the training and
development can contribute to better performance in the workplace. It can be confirmed

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 32
from the findings that situated learning theory is followed in the Hilton Hotel of UK in
developing their employee training and development programs. Confirming the literature
review arguments, the finding of the current research confirmed that the training
programs of the Hotel ensures that employees are encouraged to tap their previous
knowledge and perform job better through group activities in the workplace.
The findings if the research also confirms that training in the form of e-learning, role
playing, job rotation, sensitivity training along with providing opportunities to the
employees in participating within 360 degree performance appraisal system can
facilitate them in enhancing workplace skills of employees in the hotel group. Training
and development approach serves as a specific skill to perform a specific job where
employee development approaches deals with general enhancement along with growth
of the employee skills by carrying out concourses well as necessary training (Memon,
Salleh and Baharom 2016). The major objective of training and development initiatives
facilitates in enhancing employee competencies so that Hilton Hotels UK are capable to
increase efficiency along with effectiveness of all its human resources. The positive
relationship between the training and development approaches and the employee job
performance in Hilton Hotels UK has claimed that of the staff are to experience
exceptional performance in their job role they require to acquire and develop skills and
knowledge. Trading and development initiatives used in Hilton Hotels UK focuses on the
process of investing in development of its human resources so that they are well
equipped in performing the best in their job roles (Memon, Salleh and Baharom 2016).
Moreover, the hotel group is facing issues related with proper identification of employee
training and their career development needs based on such the training initiatives can
be designed. Howler, certain training initiatives used by Hilton Hotels UK such e-
learning and the 360 degree feedback system is deemed to be efficient in enhancing
on-job skills of employees that facilitates in boosting their job performance in all the
operational departments of the hotel. Considering such findings, it can be stated that
learning new skills increases commitment level of the employees in the hotel industry of
UK as skilled staff ate capable of dealing with critical situation in an organised manner.
The findings of the current research confirmed the literature review arguments that

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 33
transformative learning theory facilitates in undergoing perspective dimension of
employees focused on psychological, convictional and behavioural dimensions. It has
been observed that the training and development programs followed in the selected
Hilton Hotel of UK such as e-learning, 360 degree feedback and sensitivity training
focuses on bring changes in understanding self, transform their belief system and
focuses on bringing changes in their workplace routine. Such approaches can
encourage employees to perform better in the organisation.
In addition, it is also confirmed from the research findings that need based
training programs are considered necessary to be implemented in Hilton Hotels UK for
employees in making them highly focussed on organisational goals attainment (Memon,
Salleh and Baharom 2016). Providing equal opportunities of career development and
training to employees of the hotel group is necessary in maintaining homogeneous
improvement of their skills and techniques. The selected Hilton Hotel of UK are also
required to realise that their training and development policies takes into consideration
training elements on consumer relationship management, total quality and talent
management that can improve employee job performance significantly.
4.3. Limitations of Research
Selecting a small sample size served as a limitation as correlation and regression
analysis could not be carried out for it might increase the margin of error. Moreover,
selecting employees as respondents also had a limitation as they might offer biased
responses regarding their performance measurements. The research could have
considered selecting employees as well as managers of the Hilton Hotels present all
over UK for attaining opinion in the training and development approaches effectiveness
in improving job performance. Selecting large sample size can also ensure about the
reliability and validity if the research as correlation and regression analysis can be
carried out in them.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 34
5. Conclusion, Recommendations and Future Research
5.1. Conclusion
Training and development approaches implemented by the hotels in UK have an
increased impact on job performance of employees. Supporting such view it has also
been revealed that employee job performance in the hospitality industry of UK is
explained as the achievement of specific task measured against predetermined or
recognised standards related with completeness, accuracy, speed and cost.
Considering the importance of enhancing job performance of employees in successful
attainment of organisational goals, the major objective of training approaches is to
improve organisational effectiveness that further has a positive impact on employee
performance. One of the major obstacles that affect smooth operations in the hotel
industry is lack of training and development. Previous researches also has a limitation in
analysing certain specific training and development approaches implemented by the
hotel sector in UK focussed in which the current research is carried out. Hilton Hotels
UK has been operating successfully over years in the hotel industry through effective
management of its employees. However, in the recent year as the hotel is observed to
face issues in sustaining its competitive position due to lack of an efficient staffing policy
along with training and development policy. Despite existence of certain training and
development approaches, the hotel is striving to improve its existing approaches as the
training initiatives need to be less unsystematic and unplanned.
It has also been observed that in Hilton Hotels UK most of the employees are not
provided within initial job training after appointment. The aim of the research was to
analyse the impact of training and development of employee job performance at Hilton
Hotels in UK. Selecting most suitable research methodology for obtaining a specific
path that facilitates in maintaining validity and reliability of the exploration. In carrying
out research on the impact of training and development approaches on the job
performance of employees working in Hilton Hotels of UK, both the primary as well as
secondary data was collected that included the qualitative as well as quantitative data.
The findings indicated that training and development strategy is the major strategy to
enhance employee determination towards the organisational performance. SPSS

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 35
statistical application converted consumer opinion into a percentage. This facilitated in
anticipating the trend of respondent’s insights. Through employing this statistical
software, correlation and regression analysis has been carried out in testing hypotheses
and to analyse the relationship between the selected dependent and the independent
variables. The dependent variable for the researches employee job performance and
the independent variables are the training and development approaches.
Moreover, the positive relation between the employee job performance and the training
and development approaches used in Hilton Hotels UK is confirmed through analysis of
the p-value. From analysis of the findings of regression table it is gathered that there is
negative relation between employee job performance and training and development
policy at Hilton Hotels UK as the job related activities expected from an employee
depends on how well they were executed by the employees. Considering the same,
employee job performance is considered as a multidimensional aspect and on a
fundamental level one can distinguish the process aspect of employee performance that
is behavioural engagements from an expected outcome.
Performance in the form of employee task performance includes consideration of
certain job explicit behaviours that encompass their basic job responsibilities assigned
to them as a part of their job description. The expected job performance includes
organising, planning along with managing everyday workplace jobs through employing
technical capability that demonstrates expertise on technical-administrative task
performance of employees. It is also claimed from the findings that employee
performance is enhanced by training and employee development approaches have a
positive association with motivations and job engagement of employees. Hilton Hotels
of UK is recommended to evaluate performance of its hotel staff and analyse whether
the employees receives regular feedback on their performance. This is for the reason
that through focussing on effective employee development activities implementation, the
managers of Hilton Hotels of UK can enhance talents and strengths of its entire hotel
staff in every operational department.
For motivating and encouraging the hotel staff in providing best quality services to all
the guests, the training and development approaches implemented by the company

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 36
must be focussed on offering all its hotel staff with increased access to e-learning that
can offer software training and technical skills. Hilton Hotels of UK must consider
implementing on-job training methods and introduce new employee development
approaches in developing proper training policies for the employees. This can support
the hotel group in improving employee job performance through enhancing their
knowledge about the operational departments of the hotel along with improving their
problem solving skills in the company.
5.2. Recommendations
Based on the findings of the research, certain effective recommendations are provided
to Hilton Hotels of UK that can facilitated the company in developing effective training
and development policies and approaches in ensuring improved employee job
performance. Such recommendations provided to the hotel group are indicated below:
 Training and development approaches must be aligned with all the human
resource management practices in Hilton Hotels of UK. In addition the hotel
group is also recommended to implement progressive HR programs along with
training and development policies to attain the organisational goal that can
facilitate in building high performing employees within the organisation.
 Hilton Hotels of UK must consider implementing on-job training methods like job
instruction along with apprenticeship and introduce new employee development
approaches in developing proper training policies for the employees. This can
support the hotel group in improving employee job performance through
enhancing their knowledge about the operational departments of the hotel along
with improving their problem solving skills in the company.
 Hilton Hotels of UK is also recommended to evaluate performance of its hotel
staff and analyse whether the employees receives regular feedback on their
performance. This is for the reason that through focussing on effective employee
development activities implementation, the managers of Hilton Hotels of UK can
enhance talents and strengths of its entire hotel staff in every operational
department. For motivating and encouraging the hotel staff in providing best
quality services to all the guests, the training and development approaches

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 37
implemented by the company must be focussed on offering all its hotel staff with
increased access to e-learning that can offer software training and technical
skills. Moreover, certain modern techniques of measuring employee performance
in Hilton Hotels of UK can include psychological appraisals, behaviourally
Anchored Rating Scales (BARS) and assessment centre methods. In
assessment centre methods can be effectively employed in offering in-sights on
the employees’ personality such as adaptability and problem-solving skills.
Anchored Rating Scales (BARS) can also serve as an effective performance
appraisal technique that can offer clear standards, enhanced feedback along with
consistent evaluation of employees in the workplace. Psychological appraisals
can also be employed by the Hotel Group that can facilitate in determining the
employees hidden potential. This can also facilitate in identifying employees
emotional, intellectual along with related traits. The hotel group must also be
focussed on providing reimbursement to the hotel staff and persuade them in
attending professional conferences or external certifications. This
recommendation can be helpful for Hilton Hotels of UK in offering effective on-
job-development programs to the hotel staff.
 Hilton Hotels of UK must focus on introducing stretch assignments and products
as ne training approach that can benefit the team through persuading them to
become a cross-functional team through developing additional skills along them.
Moreover, for ensuring better job performance of employees Hilton Hotels of UK
must take into consideration aligning their training and development programs
with the management’s operating goals that includes better performance,
productivity, consider satisfaction and high quality. Supervisors training must also
be carried out by Hilton Hotels of UK that can enhance their coaching and
communication skills. Attaining such training can develop skills among them
regarding effective ways of developing a multi-generational workforce with high
job engagement level.
 Hilton Hotels of UK is also recommended to keep innovating their existing
delivery methods of training and development programs. With the progress in
technology, the employee skills development approaches have evolved to

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 38
include PowerPoint presentations, graphic workbooks along with digital editing
that makes the training process more engaging for the hotel staff. The managers
must also be trained so that they can evaluate employees performance through
providing them constructive feedback so that they attain the knowledge regarding
their skill gap and make efforts in improving their job performance. Job instruction
training is recommended to be provided by the company in which the trainer can
explain the trainees regarding the ways of carrying out jobs and related skills.
 Hilton Hotels of UK is also recommended to re-develop its employee training and
development policies where these policies must have the goal of providing al the
hotel staff with adequate opportunities to participate in the training process and
accordingly a training officer must also be employed. These personnel will be
responsible for carrying out relevant tasks in identifying training opportunities for
hotel staff and encouraging them to increase their job skills through participating
in them.
5.3. Future Research
The current research just focussed on analysing the impact of training and development
approaches on the employee job performance focussed on a single case study of Hilton
Hotels in UK hotel industry. To evaluate such impact of training and approaches in
details the future research will consider carrying out both primary and secondary
research taking a large sample size of hotels from the UK hotel industry. Future
research will also consider analysing measuring the effectiveness of employee training
and development programs after the employees complete the training so that their job
performance can be evaluated in a detailed manner.

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 39
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TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 44
Appendices
Questionnaire for Employees of Hilton Hotels in UK
1. What is your gender
Male Female
2. I am aware of the training and development policy of Hilton Hotels UK
Strongly Agree Agree Neutral Disagree Strongly
Disagree
3. Undergoing initial job training had positive impact on my work performance
Strongly Agree Agree Neutral Disagree Strongly
Disagree
4. The training and development approaches of Hilton Hotels UK are relevant to
attaining my personal goals, needs and self development
Strongly Agree Agree Neutral Disagree Strongly
Disagree
5. Role planning and sensitivity training contributed to my efficiency of attaining
organisational goals of Hilton Hotels UK
Strongly Agree Agree Neutral Disagree Strongly
Disagree
6. Certain training initiatives of Hilton Hotels UK like e-learning influenced
development of my key skills to perform efficiently
Strongly Agree Agree Neutral Disagree Strongly
Disagree
7. Self development approaches like 360 degree feedback tools are successfully
implemented for supporting employee job performance
Strongly Agree Agree Neutral Disagree Strongly
Disagree

TRAINING AND DEVELOPMENT IMPACT ON EMPLOYEE JOB PERFORMANCE 45
8. Existing training and development approaches of Hilton Hotels UK needs
improvement in improving employee job performance
Strongly Agree Agree Neutral Disagree Strongly
Disagree
9. I agree that training and development approaches like Hilton Hotels UK ensures
that right person is in the right job at right time
Strongly Agree Agree Neutral Disagree Strongly
Disagree
10. I would prefer recommending Hilton Hotels UK to implement new training and
development approaches that can motivate employees in excelling at job roles
Strongly Agree Agree Neutral Disagree Strongly
Disagree