Analyzing Training & Development's Impact: Hilton Hotel Study

This report examines the impact of training and development on employee performance, specifically within the Hilton Hotel in the UK. The study employs an inductive research approach with qualitative techniques, including an explanatory research design, and utilizes both primary and secondary research methods. Primary data was gathered through a survey of 20 Hilton employees, employing a random sampling method. The research aims to understand the concept and importance of training and development in the hospitality industry, identify implemented training methods, and analyze the impact on employee performance. The findings highlight the essential role of training and development in enhancing employee performance and suggest various training methods that can be employed. The report includes a literature review, research methodology, findings, analysis, and recommendations, offering a comprehensive analysis of the relationship between training initiatives and employee outcomes in the hospitality sector. The structure of the report follows a logical sequence, beginning with an introduction that outlines the study's background, problem statement, aims, and objectives, followed by a literature review, methodology, findings, analysis, and conclusion with recommendations.

Title: “To analyse the impact of
training and development on the
performance of employees: A
study of Hilton hotel in UK”

ACKNOWLEDGEMENT
For the accomplishment of the present dissertation I would like to sincerely express by
earnest gratitude to my mentor who has provided me sufficient knowledge and greater support.
Further I would also like to thank my friends, colleagues and family members who have guided
me at every stage while conducting this dissertation. Through their support, I was able to
complete my thesis with effectiveness and in an accurate manner. Lastly in the series, I would
also like to state special thanks to my team members who have provided me huge assistance in
collecting relevant set of data and further analysing it.

ABSTRACT
Aim: “To analyse the impact of training and development on the performance of employees:A
study of Hilton hotel in UK”
Methodology: For carrying out the present dissertation with the aim of completing the in
systematic manner, the researcher has selected different types of research methodology.
Inductive research approach is used with qualitative techniques in order to met the research aims
and objectives in an effective manner. Further explanatory research design is used for carrying
out the present research. Along with this for collecting the information primary and secondary
research have been conducted in respect to get valid outcome. In primary research questions
were asked from 20 employees of Hilton hotel with the use of random sampling method.
Results: From the present study it has been identified that training and development is essential
for an organisation in respect to improve overall performance of an employees. Along with this
there are different methods which can be used by Hilton hotel regarding training which is
provided to employees. Further for improving the effectiveness of training management can take
feedback from its employees to who training was provided for developing their skills.

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................1
Background of study ..................................................................................................................1
Research problem .......................................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................6
Introduction ................................................................................................................................6
Concept and importance of training and development in hospitality industry..........................6
The impact of training and development on the performance of employees in hospitality based
organisation of UK....................................................................................................................10
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................12
Research Philosophy.................................................................................................................12
Research approach....................................................................................................................12
Research design.........................................................................................................................13
Data collection..........................................................................................................................13
Data Analysis............................................................................................................................14
Sampling...................................................................................................................................14
Limitation..................................................................................................................................15
Ethical consideration.................................................................................................................15
CHAPTER 4: FINDING/RESULTS.............................................................................................16
CHAPTER 5: ANALYSIS AND DISCUSSION OF FINDINGS................................................29
CHAPTER 6: CONCLUSION AND RECOMMENDATION.....................................................36
Conclusion.................................................................................................................................36
Recommendation.......................................................................................................................38
REFERENCES..............................................................................................................................39
Appendix.......................................................................................................................................42

CHAPTER 1: INTRODUCTION
Background of study
In the modern era, there are many organisations who are facing high competition because
of the changes in technology, political, globalization, economic factor etc. To enhance
performance and productivity it is important for these organisations to train their employees
which is one of the route to adjust them in the competitive market and increase their
performance. Further one of the main objectives of an organisation is to improve its productivity
but it cannot be possible without the efficient performance of employees.
The present report is based on Hilton hotel which is currently facing issues related
performance of employees. Employees play significance role within an organisation it is
important to provide them training and development facility for enhancing their skills and
knowledge. This assists them in completing their target on time and in an effective manner. In
Hilton hotel employees daily stay in contact with customers and clients in respect to provide
them services. All the services which are provided to guest should be of high quality in order to
retain them for the longer period of time (Nischithaa and Rao,2014). For this purpose, it is
important to provide employees training facility so that they can develop their different skills
which assist in delivering quality services to customers. There are two common training method
which can be used by the firm such as off the job training and on the job training method. This
both methods are very effective which assist firm in providing training and development
facilities to employees for accomplishing the success. Along with this, it can be stated that firm
can easily accomplish goals and objectives on time if its employees work more effectively and
effectively.
Training and development is basically deals with the acquisition of learning and understanding
the skills and practices which needed for dealing with customers. In fact, it can be stated that
training and development is one of the imperatives of human resource's management because it
leads to improving performance of an individual and organisation. At the Hilton hotel employees
make many mistakes at the time of providing a service to the guest (Raymond, Bawa and
Dabari, 2016). These mistakes can impact the quality of the work and consequently impact of the
organisations. This study intends to examine whether there is a link between training and
employees performance in Hilton hotel.
Aims and objectives
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Aim:
“To analyse the impact of training and development on the performance of employees:A study of
Hilton hotel in UK”
Objectives:
 What is the concept and importance of training and development in hospitality industry
 What are the different methods of training and development implemented by Hilton hotel
 What is the impact of training and development on the performance of employees in
Hilton hotel.
 What are the strategies of training and development through which employee
performance can be enhanced at Hilton Hotel.
Research questions
Formulation of research questions is one of the essential requirement because it assists in
constructing strong frameworks for the research. There are some research questions have been
formulated for the present research which are as follows:
 To understand the concept and importance of training and development in hospitality
industry
 To study the various methods of training and development implemented by Hilton hotel
 To analyse the impact of training and development on the performance of employees in
Hilton hotel.
 To recommend strategies of training and development through which employee
performance can be enhanced at Hilton Hotel.
Research problem
Neglecting the enhancing effects on the training of organisational employees by organisations
lead to negatively impact the overall performance of a firm. These also lead to increase in
providing low-quality services in the services sectors. Due to less training and development
facility employees of Hilton hotel unable to deliver quality services to their customers (Jehanzeb
and Bashir, 2013). This lead to impact sales as well as the profitability of the firm which unable
them to survive in the competitive market. The services provided by Hilton hotel is of poor
quality due to which it unable to retain the customer for the longer time. The present study is
based on analysing the impact of training and development facilities on employees' performance.
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Focus and purpose
The present study is conducted with the main purpose of analysis the impact of training
and development facilities on employees' performance of Hilton hotel. The main purpose of the
study is to analyses the gaps left by the previous researcher on the present topic. There are many
research conducted on the impact of training and development facility on employees
performance and its impact on organisation. It is important for Hilton hotel to provide training
and development facility to employees so that they can deliver quality services to customers.
Providing training and development facility is one of the important concept for the hospitality
industry (Mazerolle and Dodge, 2015). Along with this firm adopt different types of technology
for providing services to customers. For this purpose they need to trained employees so that they
can use new technology in an effective manner. There are different methods of training which
can be used by the firm in respect to provide training to employees. Selection of method is
depended on the way training required to employees as per their job. Along with this there are
some methods of training which charge no cost and that can be used by the Hilton hotel for
trained its employees in different field.
Framework and analysis 200
One of the essential step in the present research is to gather information from the reliable
sources in order to make right decision. This assist in driving valid conclusion and
recommendation. There are some steps in these regards which are as follows:
 Design of research: In the present dissertation explanatory research design will be used
which assist in getting meaningful information of the present topic.
 Research approach: For conducting the study inductive approach will be used which
help in moving from specific to general. In present dissertation, impact of training and
development facility on employees' performance will be analysed. This help in finding
out their impact on delivering services to clients.
 Research philosophy: Positivism research philosophy will be used in the current
research.
 Techniques of research: Qualitative techniques will be used for collecting and analyzing
the information.
 Methods for collecting the data: The present study is based on analyzing the impact of
training development program on employees performance. For this purpose both primary
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and secondary research will be used. For gathering the primary information survey
method will be used. In a survey questions will be asked from the employees of Hilton
hotel. On the other hand for secondary information will be collected through books,
articles, internet etc.
 Sampling techniques: The probability method will be used under which random
sampling techniques will be consider for selecting the respondent from the whole
universe. 20 employees of Hilton hotel will be taken into consideration so that specific
information can be gather related to the present topic.
 Analysis of data: For analysing the data qualitative techniques will be used. Thematic
approach will be used for analysing the impact of training and development program on
employees performance.
Chapter structure 200
A sequential pattern will be followed for undertaking a research topic in an appropriate
structure. This structure can be demonstrated by the following series of chapters which is
undertaken as a part of research study.
 Chapter 1: Introduction: In this chapter a clear cut frameworks will be provided on the
present research topic. This will include background of study, problem statement, aims
and objectives of the present topic. Different research tools and techniques used in this
research will be discuss at the end of this chapter.
 Chapter 2: Literature review: In this chapter, concepts and importance related to the
training and development session will be discussed. The impact of training program on
the performance of employees will be identified. Hence, this chapter will lay importance
on covering the aims and objectives of the present dissertation. Through undertaking
different books, journals in order to assessment of the different area of research study.
 Chapter 3: Research methodology: Different methods which are used for conducting
the research will be covered in this chapter. This it important for taking entire dissertation
in a right direction. Along with this, validation of using different technique in the present
research will be provided by the researcher.
 Chapter 4: Finding/ Results: In this chapter all the collected data will be presented in
the table and graphs form which further help in illustrating the findings.
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 Chapter 5: Analysis/ discussion of findings: In this chapter all the collected data will be
presented in thematic form. Further on the basis of results interpretation will be done.
 Chapter 6: Conclusion and recommendation: In the given chapter all the findings
which will be derived from the collection and analysis of data will be covered. Further
suitable recommendation will also provide in this chapter.
Potential significance
The present study is essential because it develops an understanding in relation to the
impact which training and development program have on the employees performance. This help
in enhancing the skills and knowledge of employees related to work which will be very effective
in delivering the high quality services. The present dissertation will provide importance to the
following:
 This research will be very effective for the hospitality organization in respect to
identifying the gap in their training and development program (Jehanzeb and Bashir,
2013). Further Hilton and other hotels can take different steps in respect to providing
training facility to employees.
 It will assist in providing analyst for preparing an overview on the impact of training and
development facility on employees performance.
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CHAPTER 2: LITERATURE REVIEW
Introduction
The second chapter of the dissertation is literature review which is one of the important
part of the dissertation. In this chapter, there are the different view of a various researcher in
presented on the present topic. All the information which is collected in this chapter is from
secondary sources which assist in carrying out further study. Hence, literature review help in
filling the gap which is left in the previous investigation. Along with this, different opinions of a
researcher is critically evaluated which assist in building the strong theoretical base for the
present subject. Therefore, in the present study, the literature review will cover the importance of
training and development in the hospitality industry. Along with this, it covers different methods
of training and development used by the Hilton hotel. Lastly, it considers, the impact of training
and development on the employee's performance of Hilton hotel
Concept and importance of training and development in hospitality industry
Training and development have been defined in different ways by various authors. One of
the main ideas which is focused by them in their studies is the capability enhancement of
workforce. Talwar and Thakur, (2016) stated that training and development is the component of
the human resources development model. On contrary to this Jaiswal, Gupta and Singh, (2014)
defined that human resources' development is the system of different activities which enable
firms to add to the worth of their workforce by providing them training and development
program. This program assists in building the strength and work related attributes of the
employees. Moreover, it can be stated that training and development facility is more logical and
well-organised way in order to improve the knowledge and skills of workers so that they can
fulfill their task in an effective manner. According to the view of Wheeler, Clark and Grisham,
2017, training and development is one of the important parts of the every organisation in the
hospitality industry. The training facility provided to employees is mainly focused on the use of
work experience which is low and the main aim is to enhance skill which is needed for present
goals and objectives. There is a great importance of training and development program as
because it helps in targeting specific area which needs to improve for delivering quality services
to customers. For instance, if guest complaints regarding food quality and services then training
can be provided on theses areas for improving it. The significance of these training will be
manifest at the time when complaints of customers will be turned into praises.
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As per the view of Seidle, Fernandez and Perry (2016), it is essential for an organisation
to provide training and development facilities to new recruits because it assists in placing them
on the right route from the beginning of their job. Further, to develop employees is important in
respect to provide the consistent level of customers satisfaction regularly. While firm built a
good position in the market it is important to select talented employees for taking part in the
advanced training program which may be linked with promotions. Apart from this, through
providing ongoing development and training lead to affect the business ability to survive in the
competitive market. Kennedy, Dunsmuir and Cameron, 2017, stated that hospitality is one of
the fast paced and constantly developing the sector, so one of the best ways for the beat
competitor is to provide training facility to employees so that they can deliver quality services to
customers. Further, there is development in technology with the changes of time so workforce in
every company needs to provide more training so that their skills can be improved. Apart from
this training facility also benefits employees because their skills get improved and they can work
more effectively without facing any issues. These also provide them the opportunity to acquire
new position and it also increases the possibility of promotion. After the systematized training,
employees can easily performance their jobs with huge knowledge which they get in the training
session.
They become familiar with their work task and technologies which they used for
working. According to the Sundstrom, Lounsbury and Huang, (2016), training facility provided
to employees not only beneficial for the employee but also for an organisation. For instance, if
employees performance get improved through training and development facility then they
deliver quality services to the customer which assist in making a good reputation of the firm.
Further, it can easily enhance customer base and retain them for a longer period of time. One of
the main targets of every organisation is to build the image in a market so that a large number of
the customer can be attracted for this purpose it needs to provide training and development
facility to employees so that they can provide high-quality services to customers. Sometime, for
new employees, it becomes difficult to perform well at the job without any pre training. As
because trained employees can work more effectively as compared to untrained workers.
Providing training sometime cost high but it provides a profitable result for a long term. It is
essential for the organisation to develop its employees as per the demand of customers and to
compete competitor.
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The various methods of training and development implemented by Hilton hotel
According to the view of Kadam, 2015 there are different types of training method is
used by the firm for enhancing the skills of employees. There are various techniques which is
created every year by the rapid by the development of technology. Selection of methods is based
on usually the type of training intended, the employees choose the objective of the training
program and the training method. Further, it can be stated that training is known as the situation
process, so there is no single method is appropriate for the different situation. On the other hand,
there are some objective for which single method can be used by the firm. In training program,
there are different learning objective in more than one area. For this purpose, it is important to
connect different methods into an integrated whole. Further, training method can be classified as
on the job and off the job training. In off the job, cognitive method is used in which firm provide
written information, verbal and show the rules for the way of completing the work. On the other
hand in on the job behavioural method is used in which employees need to practice in real of
simulated fashion. As per the view of Elnaga and Imran (2013) in off the job, training method
can take place in different places instead of the work place. This method is basically designed for
the purpose of sharing the needs of the group instead of an individual needs. Some of the
common forms of off the job training method are known as games, simulation, computer based
learning etc.
Off the job methods are as follows:
 Lecture method:
It is one of the suitable method in respect to create better understanding of a topic (Mazerolle
and Dodge, 2015). One of the common form of off the job training is known as oral presentation
of the information to the workers. This method is effective in providing large amount of
information to the employees within a short period of time.
 Computer based training:
In computer based training basically employees are provided training through the use of
computer. There are many organisations who implement computer based training because it
assists in reducing the training learning time and also decrease the cost of training. One of the
most importance of computer based learning is that it control of the material and way of
providing presentation (Talwar and Thakur, 2016). This is one of the effective method which
assist firm in enhancing skills of employees related to their work.
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