Analysis of Training and Development Programs in Star Hotels

This report evaluates the importance of training and development programs in star hotels, addressing issues such as complaints and professionalism problems. It highlights the advantages of these programs, including improved workforce quality, enhanced employee capabilities, and increased job satisfaction. The report outlines a training event project focused on time management and information systems, emphasizing the development of problem-solving, communication, and decision-making skills. It also details a five-step training process, including needs assessment, objective setting, implementation, and evaluation methods. The report concludes by emphasizing the benefits of training, such as improved time management, communication, planning, and decision-making skills, all contributing to the star hotel's success in the marketplace. Desklib provides a platform for students to access similar solved assignments and past papers for further study.

EVENTS (TRAINING AND DEVELOPMENT)

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Training and development...........................................................................................................3
Advantage of training and development programs for Star hotel................................................4
Training........................................................................................................................................4
Development................................................................................................................................5
Training event project..................................................................................................................5
Objectives of training & development.........................................................................................5
Recommendation.........................................................................................................................9
CONCLUSION................................................................................................................................9
REFRNCES...................................................................................................................................10
Books and Journal......................................................................................................................10

INTRODUCTION
Training and development programs are very important for the organisation and they are
formulated on the basis of the needs of the company would stop the type and skills of the
workers being educated and trained in order to achieve the goals and objectives of the
organisation. This report is going to evaluate about the training and development programs and
their importance in the organisation. Along with this, this report also going to explain about the
star hotels that facing some issues which is associated with training and development
programmes.
MAIN BODY
Training and development
Training and development programme is adopted by the organisation so that they can
improve the current and future performance of their employees by enhancing their capability in
order to perform several task and also enhance their learning capabilities. In the organisation
human resources management is liable for training and development of the employees so that
they can enhance career development requirements of the workers. The star hotel is facing
several issues like complaints and professionalism problem Service Delivery in context of their
front of house and several kinds of problems. In order to enhance their capabilities there is a
training development program that supports the company to enhance their capabilities in order to
become successful in the Marketplace and get more success.

Advantage of training and development programs for Star hotel
Training
 The number and quality of the workforce are both improved by training. It improves
employees' abilities and knowledge base.
 It reduces the amount of time and money needed to achieve the company's objectives.
Trained personnel, for example, reach and surpass their goals more quickly than
inexperienced and untrained salespeople.
 Training aids in the identification of highly competent and talented people, allowing the
firm to assign them to positions with greater responsibility.
 It eliminates the need to continually monitor and oversee personnel.
 Increases job satisfaction and, as a result, morale.

Development
 Executives are exposed to the most up-to-date methodologies and trends in their
professions.
 Ensures that at any given time, the firm has an appropriate number of managers with the
necessary expertise and skills.
 Generate an effective management team capable of handling corporate challenges
without fail.
 Ensures that workers, in particular, use their managerial and leadership talents to their
maximum potential.
Training event project
The value of time in the creation of objectives will be taught to star hotel throughout
project management training. Project management training will help them to understand about
that how to create training program in order to achieve their goals in objective. By using training
development program they can work better with information system and conduct effective
project management training. Workers are taught the fundamental skills which are required in
their profession and help them to get more competitive behaviour. In context of training social
and ongoing procedure is very important in order to improve the workers capabilities knowledge
and attitude so that they can achieve more positive outcomes
Objectives of training & development
For a manager, formal education is mostly intended to Increase the capability to learn
from the experience. The another goal is to develop and the capability so that take him become
more effective
Developing Intellectual Capability:
Supervisor of the organisation may request information in context of new labour
agreement. knowledge acquisition is a very easy concept that will help the individual to learn
something in an appropriate manner. It is possible to make it available to him in a variety of
ways.
Learning to Use a Manual:
A manual skill involves practise or experience, as well as feedback. Guidance can help
speed up trial and error learning, but the person cannot learn until he acts and get indications

regarding the effectiveness of his efforts. Only if the learner perceives a need will the appropriate
effort be made.
Developing Problem-Solving Capabilities:
These are the requirements that are needed for diagnosing issues and analysing the data
and also determine the potential resolutions and receiving a feedback so that they can resolve
their query for stock these kind of capabilities may be improved one means for doing so is
through classroom teaching.
Step 1: Decide If Training is needed:
The first step in the training process is to determine your training needs. The overall aim
of the assessment phase is to determine whether training is required and, if so, to provide the

information needed to develop the training programme. .. It's a frequent misconception that if
employees aren't performing their jobs properly, training will bring them up to speed. However,
this isn't always the case. Training should ideally be provided before problems or accidents arise,
and it should be updated as part of quality control.
There are three layers of analysis in the assessment: organisational, task, and individual.
Organizational Analysis: It investigates the kind of issues that a company is facing and where
they are situated inside the company.
operational analysis: determines the kind of abilities and behaviours needed of incumbents for
a specific position, as well as the performance criteria that must be reached.
Personnel Analysis: The goal of a personnel analysis is to see how well individual workers do
their duties.
Step 2: Figure out what kind of training is required.
Training should concentrate on the phases where better performance is required. This
saves time and allows the training to be tailored to the needs of the workforce.
Step 3: Identifying Objectives and Goals
Employers can then plan for the training after determining the training needs of their
staff. Employers may convey what they want their workers to do better or stop doing better if
they have clearly specified training objectives.
Step 4: Training Implementation
Employees should be able to understand how the training is organised and what it means.
Employees may engage in the training process and practise their skills and/or knowledge with an
effective training programme. In order to enhance and implement that training plan the
organisation is using several kind of method click on the job training off the job training so that
they can develop effective training programs. Trainers have capability and skills as well as
participant acceptability a secondary consideration of the organisation in order to enhance the
skills and get more opportunities for the company
Step 5: Evaluation of the training program
This step is followed by star hotels in order to accomplishing their goals and objectives
by monitoring and evaluating their training programme by instructor training and by the trainees
that they have a critical components and method in order to make their training program is

effective. There are several methods which are adopted by the organisation in order to evaluate
their training program and which are
Opinion of participants: It is very important for the company to identify the opinion of their part
dissipates in order to provide appropriate response and suggestion for the improvement.
The achievement of training objective: This is step will help the company to identify the extent to
which taken state objectives which has been achieved by the employees.
Behavioural change: After conducting training programs is very important for the organisation
to identify the behaviour of the employees so that they can identify the problems an
improvement of their workers at the workplace.
There are several advantages of conducting training and development program for the employees
and which are mentioned below:
 It enhances the self confidence of their employees in order to overcome the threats and
also leads to chance of better efforts towards the company.
 It also enhances the motivation level of the workers and bring a positive attitude between
the employees
 Effective training and development programme in activity also support the workers to get
high benefits from the reward system and achieve more opportunities for the future.
After conducting training and development programs the employees get more skilled and
trained in order to achieve the goals and objectives. There are several kinds of the skills
which are improved by the employees and that are mentioned below:
Time management skills: After conducting training program which is linked with time
management the employees capable to complete their task in an appropriate time period. It is
very important for the employees to have time management skills so that they can
accomplish their task in a particular time frame so that they can get more positive outcomes.
Communication skill: Through entire training and development program the employees
become more capable to communicate and represent them in front of their consumer and
clients effectively so that they can convey their message appropriately.
Planning skills: After participating in training and development programs the workers of the
stat hotels become much capable to plan effective strategies so that they can get more success
and overcome the problems which are facing by the company.

Decision making skills: The participants of the training and development program become
more effective and able to take effective decisions in order to so many opportunities for the
organisation and overcome the problems and complaints which are receiving by the
company.
The entire training and development program provide several benefits to the star hotel in
order to become more successful in the Marketplace. It creates several opportunities for the
organisation so that they can become successful and overcome the problems which are facing
by the company. The employees of the organisation become much capable and trained so that
they can represent themselves in front of their clients effectively and make sure they will not
receive any kind of complaints in future.
Training Sessions:
Check in guest training:
Welcome all the participants, As I am your instructor Maria Levi. Thank you for participating in this
session. Now I kindly request to all the participants, please pay attention on the training.
Ice breaker: Now I am going to conduct an activity that is act like as a warm up so that you all participants feel
active and focus on the training. As the activity Ice breakers are a great way to get a training session or team-
building event started. Because the engaging and often entertaining workshops take place before the main event,
they allow attendees get to know one another and buy into the event's mission.
First Activity: The consulting industry is expanding, as more businesses seek professional guidance in areas
such as management, technology, marketing, and more. As a consultant, they may draw on their knowledge and
expertise in a variety of disciplines to offer advice to companies in need. In manual or semi-automated operating
systems, the process begins when guests arrive at a hotel and are greeted by front desk personnel, then they
complete the registration processes, and finally they are assigned rooms and given room keys by front desk
employees. The following is the procedure for a normal check-in, which is broken down into six stages:
The first stage which is receiving and registration: It is very important for the employees to receive the guest
in front of the house and open the door and greet the guest. The bell desk is notified by the doorman to pick up
the visitor luggage. Bring all of your belongings into the lobby. The bellboy/porter will generally accompany the
guest to the reception desk. If applicable, provide a welcome drink and a welcome gift. Request the guest
identification card or passport. Make a request for the visitor's business card.
Second stage Allocation of room: The term "allocation of the room" refers to the process of allocating a vacant

and ready (VR) room to a visitor for their stay. For returning guests, allocate a room based on their preferences.
Accurate room status information is necessary to allocate a guest room. Prepare a key card for the associated
room number, filling in the arrival and departure dates, as well as the rate, and hand it over to the visitor for
signing. The room key should be given to either the guest or the bellboy. On the daily arrival list, make a note of
the guests' arrival.
Second Activity :
Stage third Secure advance payment: It is very important for you to secure advance payment because it
should be done for security purpose. This procedure is generally done by cash deposit or taking a credit card. It is
very important for the all the person while handling the advance deposit to issue arrest for cash so that the person
can record the payment in the guest ledger. After that is very important for receptionist to open a guest signature
on the particular card so that they came maintain the record for the same.
Stage fourth Information Service: The receptionist in hotel is much liable for providing information about the
facilities and services which are provided by the hotel. This support the guest to familiarise about the hotel and
the facilities which are provided by the company so that the company can increase their sale and also satisfy their
guest.
Coffee Break
Third activity :
Stage fifth completes the checking formalities: This is very important for the receptionist to complete the
check in formalities and escort the guests up located room. Is also very important for them to provide
information towards the other department about the guest so that they can work accordingly
Fourth activity :
Stage sixth open the guest folio: It is very important for the receptionist to open a guest folder so that they can
clear any kind of old bills copies. In addition to this it is very important for the receptionist to record the key data
and information for the building copper so that they cannot face any kind of problems and complete the
registration card in an appropriate manner
Summary: So this is the hotel guest check in procedure which include several kind of stages so that the
receptionist can perform the activities in an appropriate manner they can support the company to improve their
sales and get more positive outcomes
Feedback
complaint handling

Welcome all the participants, As I am your instructor john zava. Thank you for participating in
this session. Now I kindly request to all the participants, please pay attention on the training.
Ice breaker
First Activity: In service businesses, customer complaints are inescapable. Customers that are
dissatisfied are avoided by wait staff and restaurant owners. It does, however, provide the service
provider an opportunity to correct a problem. It is very important for the employees to create a complaint
is a kind of opportunity so that the person can Here the constructive feedback and work on it in order to
get more positive outcome When you receive a client complaint, the first thing you should do is listen.
The consumer is unhappy with a certain component of the service, and you need to figure out why.
Second Activity: Once you've figured out what's wrong, sympathise with the consumer to verify their
worries. This builds trust between you and the consumer by assuring them that you will do everything
possible to rectify the problem. Accept responsibility for the problem, even if it was not your fault. Be
real and genuine. This will make it appear to the consumer that you are on the same team and want to
make things right.
Coffee Break
Third activity: After that, provide the customer with a solution. Let the client know that you will
address it with your team if you need time to speak with your boss. Always provide workable answers
rather than impractical ones. Keep in mind that there is always room for more complaints to be handled.
If a consumer requests a solution that you are unable to provide, focus on finding something that will
satisfy the same demand. Do not dismiss the request right away.
Fourth Activity: Thank the client for bringing the problem to your notice and for giving you the
chance to fix it. Let the customer know how much you value their business and how excited you are to
see them again. Even if you have to give a different answer than what the client requested, the consumer
will feel satisfied that their problem was addressed to the best of your ability.
Summary: Handling complaints will allow wait staff to swiftly address problems and learn how to
manage similar circumstances in the future. If a particular section of the restaurant receives many
complaints, it is a chance for the business to make a larger adjustment. Following these four steps will
give you an advantage over your rivals and keep your consumers coming back for more.
Feedback
customer service training
Welcome all the participants, As I am your instructor john zava. Thank you for participating in
this session. Now I kindly request to all the participants, please pay attention on the training.

Ice breaker
First Activity: Customer service training refers to the education and training that consumers and event
personnel get in order to increase customer service and satisfaction. It's an engaging process that entails
teaching consumers the skills, competences, and tools they'll need to better serve them and get more
value out of the items and services offered at the event. It is important for the employees to provide
information about the customer categories so that they can enhance the customer satisfaction in an
appropriate manner. It the first activities in which the social training has been conducted by the
instructor so that we can engage the practices which motivate the workers to what's the work and help
them to engaged and promotes in a appropriate words so that they can build a stronger connection with
the company culture
Second Activity: In these activities the role playing technique is adopted by the instructor so that
they can check out the customer services situations towards the activities on practices for the real life
conditions. It also assists the workers to practice their skills which are supposed to be learning and help
them to understand about them easily.
Coffee Break
Third activity: in this Stage the mentorship program has been conducted by the instructor so that they
can enhance the water retention rates and boost up the skills learning procedure. It is very effective
procedure in order to enhance the capabilities of the workers towards the company
Fourth Activity: E learning is a kind of online training which is very required for the workers and also
beneficial for rapidly transforming of the workers. It is also very flexible and provide several benefits
towards the worker so that they can improve their capability
Summary: Customer services training is very important for the workers in order to implement the value
and customer services training program that will support them to understand about them and resolve the
customer queries easily
Feedback