Analyzing Employee Training and Customer Service at Hilton Hotel

This research project examines the significance of employee training and development in maximizing customer service within Hilton Hotels. The study explores the role of training in enhancing customer satisfaction and loyalty, analyzing the relationship between staff development and service quality. It investigates the impact of various training methodologies on employee performance and customer experience, considering factors such as industry competition, customer expectations, and technological advancements. The research employs a descriptive research design, a qualitative approach, and an interpretivism philosophy, utilizing questionnaires for primary data collection and online articles, journals, and books for secondary information. The project aims to identify the optimal strategies for improving customer service through effective employee training programs, offering recommendations for Hilton Hotels to enhance their service delivery and maintain a competitive edge in the hospitality industry. The report also includes a literature review, research methodology, and analysis of the findings.

Research Project

Table of Contents
TASK 1............................................................................................................................................1
1.1...........................................................................................................................................1
1.2 Literature Review.............................................................................................................2
1.3...........................................................................................................................................2
1.4...........................................................................................................................................5
1.5...........................................................................................................................................6
TASK 2............................................................................................................................................7
2.1...........................................................................................................................................7
2.2...........................................................................................................................................7
2.3...........................................................................................................................................9
TASK 3..........................................................................................................................................10
3.1.........................................................................................................................................10
3.2.........................................................................................................................................11
3.3.........................................................................................................................................14
TASK 4..........................................................................................................................................15
4.1.........................................................................................................................................15
Covered in PPT.....................................................................................................................15
REFERENCES..............................................................................................................................16

TASK 1
1.1
Title – The significance of employees training as well as development in maximisation of
customer service in Hilton.
Introduction
In order to have a successful business in entire is one of the major challenge for various
kinds of organisations who are making operation in market due to several inner and outer factors.
So as to make survival with sustainability and consistency in regards with profits and revenues
which are being earned , it is significant that organisation's human resource should be
administered in appropriate manner and necessary development and training should also be given
so that there will be proper satisfaction of requirements and needs of customers. In the sector of
hospitality, most significant department is customer service, that must be of good standard so
that there will be more customers who will make use of services. Development and training of
employees is vital as they are considered as manpower of a business who assist in maximising
profit (Hollebeek and et.al., 2014).
Background
Hilton is considered as one of the fastest and largest growing hospitality organisation in
world having 5000 properties or more and 825,000 rooms or more in 103 territories and
countries. Hilton has developed a portfolio of around 14 world class brands, which involves
brands of Hilton hotel and resorts. Premier brand portfolio of an organisation includes Waldorf
Astoria Resorts and Hotels, Double Tree, Conrad Resorts & Hotels, Home-wood Suites etc.
Organisation also have members of around 65 million in customer loyalty award winning
program.
Aim & Objectives
Aim – To analyse significance of development and training of staff in improving services of
customers – a case study of Hilton Hotel
Objectives
 To ascertain role of development and training of staff in Hilton.
 To analyse significance of customer service in Hilton.
 To determine relationship among customer service and training.
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 To suggest different ways with the support of which services of customers can be
maximised in Hilton.
Research questions
1. What are the employee's development and training role in Hilton ?
2. What is the significance of customer service in Hilton ?
3. What is the interrelationship of employee's training and customer service ?
4. What are different ways by which services given to customers can be enhanced ?
1.2 Literature Review
There are various kinds of factors that assist to give necessary contribution in selection
procedure of research project. One of the major factor among different factors are maximised
competition level in hospitality sector due to which various employees in an organisation gets
de-motivated with high amount of stress and work pressure. On the other hand, because of high
industry competition, several consumers get attracted to other resorts and hotels due to more
effective services which are given to customers as they give good training to staff. Due to these
reasons; Hilton face difficulty in administration of customer service and face different problems
like reduced productivity and profit.
On the different part, another factor which contribute for choice of research topic is
termed as increased expectation level of customers (Lee and Ma, 2012). They are being termed
as main source for generating profit and revenue in industry and hence it is important there must
be provision of appropriate services so as to fulfil requirements and needs. Appropriate
employee's training is important which will support in improving services of customers. There
must be proper training of staff in relation with different factors such as skills of problem
solving, listening, appropriate investment, action for customer feedback and many more.
1.3
According to (Minazzi, 2015), training is a method which is used to develop a person to
able to perform in the organisation, it is characterized as an action which make change in the
conduct of individuals. Training is the fundamental piece of the human asset advancement,
alongside different exercises of human asset like pay, determination and enrolment. The primary
part of the human asset division is to expand the viability of an association by giving learning
and aptitudes to workers which will enhance the future and additionally current execution of
occupation. Legitimate preparing in lodging industry will likewise help in the change of client
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benefit. So as to make usage of the fitting preparing strategies, the authority of preparing must
know about every one of the cons and stars and adequacy of every strategy for preparing. Other
than assessing viability of preparing, estimation should be done according to the models.
Training is characterized as process or way which assist representatives in expanding
their abilities required for doing a few operations inside the models and frameworks fixed up by
the administration. According to (Lee and Ma, 2012), training cycle is the entire procedure
which incorporates different strides like distinguishing proof of training requirements which is
named as underlying level used to discover the requirement of training in various territories.
According to the contextual investigation of Hilton, training is required for representatives to
expand client administrations. The subsequent stage in training cycle is the outlining of preparing
arrangements, that covers advancement, outlining and arrangement of training. Principle point of
this progression is to ensure that with the end goal of preparing arrangements, reliable and
efficient approach is being embraced. Subsequent stage is conveyance of various training
arrangements which ensures that there is viable training which offers chances to students.
Utilization of preparing is another progression, which is worried about guaranteeing results of
realizing which are connected. Last stage in the preparation cycle is assessments of various
preparing arrangements which manages introduction, examination and gathering of data to make
execution upgrades.
(Kaplan, 2012), says that in all the businesses which are in relation with hospitality,
development and training in relation with employee's qualities and competencies is required.
Customer service quality which is given to clients of Hilton is based on quality of employees.
The qualities my be in relation with knowledge, skills and thoughts which will lead up to
survival and development of hotel. Therefore, development as well as training of employees
plays vital role in Hilton as it is significant in various manner which may improve employee's
productivity and is guided with knowledge, skills and thoughts. (Horner and Swarbrooke, 2016)
asserted that training and development are defined as key instrument which supports in
implementation of HRM practices and policies. Famous hotels such as Hilton includes training
of staff as the development strategy.
As per (Hollebeek and et.al., 2014), training of staff is of great importance. Recent sorts
of modification which are in environment of operations helps in the development of human
resource which supports business to have competition and have preparation for any kind of issue
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which may occur. (Hennig-Thurau and et.al., 2010), says that due to technology advancement
and customer requirements, training is required in every organisation for staff and it assists in the
improvement of skills for overcoming problems and issues. The demand which is relation with
global competition also modifies that way in which enterprise function, give customer service
training and manage quality so as to carry maximised customer prospects.
The client who is going for joy or business, the level of client benefit which is gotten by
them will help with deciding if a client will return for following visit or not. It is named as the
principle factor which help with drawing in increasingly and clients in hotel. (Guo, Wang and
Leskovec, 2011), says that explorers, who are for the most part on get-ways, needs to have great
recollections. At the point when there is the need of lodgings, than it is normal by visitors that all
the staff individuals from the hotels ought to be inviting, useful and polite. They ought to
likewise have information with respect to the attractions and regions. Today, voyagers are
especially web sagacious, they find about different ranges and make appointments in regards to
goals and lodging rooms. When booking is made by visitor on the web, they search for the best
client surveys and inputs. On the off chance that the criticism will be awful in respects with the
client benefit then it will harm picture of that specific hotel (Goldsmith, 2016).
Effective service for customer begins and ends with employee's smiling face, positive and
helpful attitude and friendly tones. It is very significant for staff and their teams such as staff
who support in check inns, porters etc. The old thinking in service of customer is that the
services which is being used by customer is right. It just helps in making customer happy but
also gives them benefit to make a learning regarding business shortcoming and problem areas.
As per (Gioia, Corley and Hamilton, 2013), human resource administration is defined as
individuals who are at the best. Recruitment and hiring of good individuals is very important for
organisation's success, especially regarding professional and personal managerial.
It should be taken into consideration that difference is there in expectations and
perceptions of customer in relation with service quality, so staff should make evaluation and
adaption of effective practices which are required by guests. Besides capabilities and
commitment of staff so as to gain teamwork and high quality service is main aspect regarding
such problem. Hence, it is analysed that, employees are being the major pillar of any sector in
hospitality industry, because of which there is a need of education via training. (), explains that
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so as to increase activity's performance in hotels, it is very significant to have execution of
different methods which will make contribution in delivering good quality service.
In the words of (Gensler and et.al., 2013), staff training requirement execute effective
interventions of behaviour which requires such individuals who are included in knowledge
intervention and utilise particular techniques of intervention. Training of staff is in relation with
rules and procedure execution for which there must be familiarity among staff before making
operations in a company. In addition, training of staff also supports to make visible that activities
are done in effective and proper manner.
1.4
Research Methodology
For conducting a research on the basis of significance of staff training and development
so as to enhance customer service in Hilton, various sorts of tools and techniques are utilised by
researcher. However, selection of methods depends upon nature of research.
Research Design
It is termed as blueprint in relation with activities which are performed by researcher for
collecting, measuring and gathering purpose. Here, descriptive research design will be utilised as
there is requirement of theoretical knowledge in detailed form.
Research Approach
According to the study which is described, research is of qualitative nature, so scholar
will utilise inductive research approach. In this, look in regards with meaning pattern should be
developed with the assistance of which information collection is there from specific content and
then it will support in giving results which are applied to enterprise of various sectors.
Research Philosophy
It explains several procedures with the assistance of which information should be
collected, used and analysed. In this research, interpretivism research philosophy is utilized
according to which reality can be seen by researcher as subjective that depends on meaning and
understanding of topic (Gass and Seiter, 2015).
Data Collection
For analysing the significance in relation with development and training of staff to
enhance service of customer in Hilton, researcher will be utilising secondary as well as primary
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sources. For gathering primary data, use of questionnaires are there and for secondary
information, online articles, journals and books are used.
Sampling
With the utilisation random technique for sampling, 20 staff members of Hilton from
different department is chosen as sample.
Data Analysis
Qualitative technique utilized for doing examination of gathered data must be taken into
consideration where tool of thematic analysis is used by scholars where preparation of various
themes will be there according to study (Gabriel and Lang, 2015).
Validity and Reliability
Data which is taken into consideration by scholar in recent study should be collected
form reliable sources and whole secondary information for research is collected after year 2009.
1.5
Gantt chart is utilised to make analysis in relation with management of time which is
required by entire project for completion. It signifies starting as well as ending dates related with
finish of project which supports in its management. The chart's horizontal alignment describes
amount of work which is completed and left operations which must be done.
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Proposal of research
Objectives and aims
Literature review
Research methodology
Gathering of primary data
Data investigation
Conclusion
Recommendation
Feedback
Improvement based on
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feedback
Final submission
TASK 2
2.1
There are different sort of assets with the help of which an examination researcher
conducts legitimate investigation. In a specific research which is being displayed here,
significant assets utilized are data, time and cash, hazard and extension. Cash is the principle
factor that needs to be considered while making any venture or research (Fotis, Buhalis and
Rossides, 2012). The present report which is in connection with significance of preparing and
advancement of representatives in enhancing client benefit includes particular measure of cost.
Preparing exercises that is being done in Hilton needs some measure of cash in order to give
compelling conveyance of training abilities required for the future improvement and
development. In this sort of process a few directors and weeks must be included who will assume
responsibility of entire research. Inclusion of some cost will be there and in addition there will be
a need of gifted and created directors who will make conveyance of different exercises and
process required for the powerful training (Fischer and Reuber, 2011). Cost will likewise be
there in every one of the courses of action of workers with respect to their settlement, sustenance
and different offices.
2.2
Keeping in mind the end goal to assemble the essential data from the accumulated
specimen size of 20 supervisors of Hilton with the assistance of interview method, poll
(Questionnaire) instruments is being utilized by the examination researcher in which various
types of close finished inquiries is asked from the respondents so as to accumulate data (Chung
and Koo, 2015). An essential source helps in giving direct and direct confirmation with respect
to speciality of work, question, occasion, individual, inquire about and so on. With the help of
essential source, unique material is being given on which diverse other investigation are settled
and enables scientists to get profound information regarding what had really occurred at a
specific day and age and occasion. Distributed material can likewise observed as the essential
source on the off chance that they will shape the specific day and age which is talked about,
delivered and composed by a person who is having direct involvement about the occasion (Chen,
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Fay and Wang, 2011). Primarily the diverse essential sources which are utilized make impression
of perspective of individual of onlooker or member. Essential sources can be as composed or
non-composed. In logical research, essential sources make introduction of unique considering,
share new data and make covering disclosures.
QUESTIONNAIRE
Topic: To determine significance of staff development and training in enhancing customer
service- A case study of Hilton
Descriptive information
Name:
Age:
Gender:
1. How many years you have given your services to Hilton ?
 0-4 years
 4-8 years
 8-12 years
 12 years or more
2. Is training of staff is in related with services of customer in Hilton ?
 Direct relation
 Indirect relation
 Can't say
3. What method is being utilised for employee's development and training ?
 On the job
 Off the job
 Both
4. As per you, what is the main reason of maximised service of customer ?
 Reasonable and flexible price
 Effective training of employees
 Culture of enterprise
 Other
5. What do you mean by training ?
 Information sharing
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 Learning
 Improvement
 All of the above
6. Staff development and training is important for maximising service of customer ?
 Strongly Agree
 Agree
 Strongly Disgaree
 Disagree
 Neutral
2.3
Recording and Collecting data
No. of years, employees gave services in
Hilton
No. of respondents
0-4 years 5
4-8 years 8
8-12 years 2
12 years or more 5
Interrelation of customer service with
training in Hilton
No. of respondents
Direct relation 5
Indirect relation 11
Can't say 4
Method utilised by employee's development
and training
No. of respondents
On the job 12
Off the job 6
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Both 2
Main reason for maximised customer
service
No. of respondents
Reasonable and flexible price 4
Effective training of employees 8
Culture of enterprise 6
Other 2
Meaning of training No. of respondents
Information sharing 5
Learning 5
Improvement 9
All of the above 1
Requirement of staff development and
training for maximising customer service
No. of respondents
Strongly Agree 12
Agree 6
Strongly Disagree 1
Disagree 0
Neutral 1
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