Assessing the Impact of Training and Development on Customer Service

This report evaluates the impact of employee training and development on customer service delivery, focusing on Marriott International in the UK. The study explores the significance of customer service in the hospitality industry and the crucial role of training in enhancing employee skills and performance. It reviews the concept of customer service, various training methods, and their effects on service quality and customer satisfaction. The research employs a case study approach, examining Marriott's training programs and their influence on service delivery. The report includes an abstract, executive summary, literature review, research methodology, findings, analysis, and recommendations. It aims to identify ways to improve customer service through strategic training and development initiatives, ultimately contributing to a more competent workforce and enhanced guest experiences. The report also considers the importance of employee training in maintaining a competitive edge within the hospitality sector.

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Evaluate the impact of training and development
of employees on the delivery of customer services
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ACKNOWLEDGMENT
I repose on my deepest gratitude to my mentor who inspired and guided me with his
wisdom and knowledge. His commitment to the highest standards motivated me to carry out the
entire dissertation in the right manner. I would express sincere thanks to my family members and
friends who provided me immense support throughout the entire research work. I would also like
to thank my colleagues and team members who helped me in gathering the data for the study and
its analysis.
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ABSTRACT
Aim of present study is to to evaluate the impact of training and development of
employees on the delivery of customer services. With the changing preferences of customers
hospitality organisation must focuses on imparting training and development to their staff so that
they may easily support the staff in amending their knowledge so that they may easily deliver the
required services to customers. With the help of training staff within the organisation would
deliver required services to customers and results in attaining their satisfaction level. To sustain
in the competitive environment business organisation requires highly competent workforce as
without having proper knowledge regarding the area results in delivering ineffective services.
For the present research project the selected sample size is 50 employees operating their
activities and services within the Marriott International UK. For selecting the sample size
researcher will use simple random sampling that so that researcher may impartially select the
staff and employees for the survey. the organisation do not engage in enhancing the performance
level of the employees within the hospitality organisation. With the help of conducted literature
review has also stated that training and development activities assists the individual staff in
grooming their skills and abilities that results in raising their performance level.
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Abstract reflects about the summary of the research project,
example, start with the aim/s, methods you have used, sample
sizes, results you have found based on your research.

EXECUTIVE SUMMARY
It is the Human resources functions it relate the teaching and learning nature to acquire
the specific knowledge, skill, ability to doing a particular task in the organisation. In the modern
hotel concept training is the important part of the many ways it increase the productivity of
employees when they have knowledge, skill, experiences, it also motivate the employees to
doing the job for recognize the training programmes. Training and development of employees of
an organization plays an important role in the overall development of the company. There are
many ways in which company can improve the training and development methods in a business
firm. The manager of Marriott aim to improve the training and development sessions I order to
enhance its efficiency in the hospitality sector.
There are certain benefits of the training and development program for the staff that is
Marriott hotel is able to gain the consistency in the performance of employees that offering the
appropriate and required services it minimize the situation of deviation of the place in the sense
of goodwill of the hotel this enhance the effectiveness in the market. Along with this, it make the
employees effective in their work for their complete in the set time frame in this satisfaction the
company can retain their more employees. In addition to this, it also reduce the attrition rate in
the company which company need to low recruitment and selection it also reduce the operational
issues.
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You can include this executive summary
with Abstract.
Executive summary applies for report

TABLE OF CONTENTS
Acknowledgment.............................................................................................................................3
Abstract............................................................................................................................................4
Executive Summary.........................................................................................................................5
Table of Contents.............................................................................................................................6
CHAPTER 1- INTRODUCTION....................................................................................................7
1.1 Context...................................................................................................................................7
1.2 Research aims and objectives................................................................................................8
CHAPTER 2- LITERATURE REVEIW.......................................................................................10
2.1 Introduction..........................................................................................................................10
2.2 The concept of customer service within hospitality industry..............................................10
2.3 Methods of training and development.................................................................................11
2.4 Impact of training and development on service delivery.....................................................14
2.5 Conclusion...........................................................................................................................15
CHAPTER 3- RESEARCH METHODOLOGY...........................................................................16
3.2 Research design structure....................................................................................................16
3.3 Methods used.......................................................................................................................16
3.4 Access and ethics.................................................................................................................19
3.5 Validity and credibility........................................................................................................20
CHAPTER 4- FINDINGS.............................................................................................................21
CHAPTER 5- ANALYSIS AND DISCUSSION..........................................................................28
CHAPTER 6- RECOMMENDATIONS AND CONCLUSION...................................................31
Bibliography..................................................................................................................................34
Appendix........................................................................................................................................36
Gantt chart..................................................................................................................................36
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CHAPTER 1- INTRODUCTION
1.1 Context
With the changing preferences of customers, hospitality organisation must focus on
imparting training and development to their staff so that they can easily support the staff in
enhancing their knowledge so that they can easily deliver required services to the customers.
With the help of training staff, the company will be able to deliver quality services to the
customers and it will result in attaining their satisfaction level. To sustain in the competitive
environment, business organisation requires highly competent workforce as it assists in
delivering the required services to the guests and customers. Therefore, lack of training is
considered as one of the common problem that leads to dissatisfaction among staff and affects
their delivery of services to the customers. The concept of customer services plays a significant
role within the hospitality industry and further supports the organisation in delivering quality
services to their customers. Along with this, it has been critically evaluated that the businesses
are required to keep their customers satisfied so that they can engage in selecting their services in
the future also.
With the assistance of training programs within the hospitality organisation, manager can
raise the capabilities of employees and which will enable them to give their best and superior
performance to the enterprise.
In addition to this, employee training and development programs plays a significant role
as motivator within the hospitality organisation (Jodlbauer and et.al. 2012). This is because; such
program helps the staff or employees of the organisation in attaining development and growth
within their career. The training will make efforts in giving their best performance to the firm.
Thus, it is correct to say that training and development programs will influence the performance
which is rendered by the employees.
The present research project will focus on analysing the impact of training and
development on delivering services to the customers within the hospitality industry. The chapter
will also outline the key aim and objectives that support the researcher to conduct study in an
appropriate manner and measures the importance of training and development within the
Marriott International, UK. Training and development is the key process which mainly engages
in improving and improving skills and abilities of the staff who are working in the hotel so that
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they can deliver quality and standard services to their customers and guests. For the present
research project, the study will be conducted on Marriott International, UK. It is one of the
leading and global hospitality organisations that have different segment hotels across UK market.
Therefore, in order to deliver quality and standard services to guests, it is essential for the staff to
engage in training and development activities so that they may easily enhances their skills and
attributes.
Along with this, it is also assessed that to render or deliver the quality services to
customers, it is essential for the hospitality organisation to train and develop their staff members
so that they may deliver the quality services. Thus, it directly impacts satisfaction level of
customers and guests who are visiting their hotel. Employee training and development is
important in the hospitality organisation as their ultimate aim is to deliver quality services as it
leads to satisfy their customers.
Along with this, the entire research emphasize on the hospitality organisation and training
and development method which is used by them for their employees so that they can easily
deliver the quality services to their guests. With the help of conducting the research on this topic
it will also support the researcher in investigating different training methods which is used by the
hospitality organisation for their staff so that they can outcome in delivering quality
accommodation and food services to the guests and customers.
1.2 Research aims and objectives
For carrying out the research project in a proper manner aim and objectives has been
framed which support the researcher in conducting research in an effective manner. With the
increasing need of training and development, human resource management stresses on devising
strategies that help in enhancing skills and abilities of the staff.
Aim- To evaluate the impact of training and development of employees on the delivery of
customer services- Study on Marriott International.
Objectives
 To study the concept of customer service within the hospitality industry.
 To assess the methods of training and development adopted by Marriott International.
 To analyse the impact of training and development on service delivery within Marriott
International.
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Good

 To recommend ways in which customer service can be enhanced at Marriott International
through training and development.
Research Questions
 What is the concept of customer service within the hospitality industry?
 What are the methods of training and development which are re adopted by Marriott
International?
 What is the impact of training and development on service delivery within Marriott
International?
 What are the ways in which customer service can be enhanced at Marriott International
through training and development?
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CHAPTER 2- LITERATURE REVEIW
2.1 Introduction
With the entire research project, this chapter will plays significant role as it mainly ensure
critical evaluation of the topic from the perspective of different authors. Along with this, chapter
will also focus on three key areas that are studying the concept of customer services within the
hospitality organisation. After that training methods that are used by the organisation to train
their staff so that they may deliver the quality services. The last key area within the research
project will focus on assessing impact of training and development on the service delivery within
the hospitality organisation.
2.2 The concept of customer service within hospitality industry
The concept of customer services plays a significant role within the hospitality industry
as it supports in delivering quality services to their customers. From the view point of Brown and
Sitzmann (2011) businesses are required to keep their customers satisfied so that they may
engage in selecting their services in the future also. Within hospitality industry, customers are
more likely to pay attention towards the services which are rendered by the staff and employees
whether it is service related with accommodation or food etc. therefore the purpose of staff
within the hospitality organisation is to keep their customers happy and satisfied . Furthermore,
Bertolino, Truxillo and Fraccaroli (2011) has also conferred that it is the knowledge among staff
and employees which impact the level of delivering customer services. In the situation, if staff
possesses ineffective knowledge regarding the services then it may deliver improper services to
customers. Therefore, in this situation management must focus on providing training sessions to
staff so that they can enhance their skills which will result in delivering effective customers
services.
Moreover, Beier, Teachout and Cox (2012) have also stated that with enabling customer
service within the hospitality industry it directly outcome in meeting the expectation and
requirement of customers. The satisfied customers within the hospitality industry mainly
emphasize on gaining memorable experience and services from the staff. For this purpose,
effective training must be imparted to employees and staff within the hospitality organisation so
that they can effectively deliver quality services. In addition to this, the concept of customer
services also makes the customers satisfied as they believe that organisation is more likely to
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build long term relationship with them. For this aspect, training and development is important for
the organisation.
On the other hand, Clarke (2012) has also stated that customer services do not focus on
meeting the expectations or demand of customers but it is the concept that ensures exceeding
expectation of the client. Within the hospitality industry, customer services plays vital role in
meeting requirement of guests by delivering quality tangible and intangible services to them. In
addition to this, Ehrhardt and et.al (2011) has also stated that with increase in competition for
satisfying the customers, hospitality organisation is focusing on providing quality services to
their guests and customers those who visits their organisation.
2.3 Methods of training and development
The foremost and effective function of human resource management is to develop and
trained their employees so that they may easily perform their job in effective manner. From the
view point of Harrison (2011) with imparting proper training among the staff and employees
within the organisation it outcome in delivering quality services to their customers and guests.
On the other hand, employee development is another aspect within the organisation that results
in developing the mindset of the individual so that they may easily engage in delivering the
effective services to staff. There are different training and development methods that must be
used by management of hospitality organisation so that they may easily raise the abilities and
skills of employees so that they may easily deliver the required activities within the hotel. Salas,
Kraiger and Smith-Jentsch (2012) has also stated the success of training mainly focuses on the
type of training methods and techniques that has been used by the management for enhancing the
skills of their staff. There are on the job and off the job training methods that is used by the
management of hospitality organisation so that they may easily trained their staff.
On-the-job training method is mainly imparted to the staff or employees those who are
engaged in performing their job. The training is provided to staff while they are performing their
job activities. There are different forms of on-the-job training methods such as mentoring, job
rotation etc. from the view point of CG Davidson, McPhail and Barry (2011) the most common
used on-the-job training method is mentoring in which the higher level personnel impart one to
one training to the staff while they are performing their job role. Under this method, mentor is
accountable for providing training and responsible for the activities performed by staff within the
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hotel premises. Another on-the-job method that is used by the hospitality organisation is job
rotation in which the employees or staff within the hotel is shifted towards other job in the hotel
so that they may overcome the monotonous or boredom activities. As pert the view of Costen
and Salazar (2011) job rotation method is consider as significant method that mainly focuses on
enhancing the skills of individual so that they may easily perform the different activities within
the hospitality environment. Moreover, it also consider as an effective training method that
support the staff or employees to perform different job role within the hospitality organisation on
effective and efficient manner. Along with this, another advantage of job rotation within the
hospitality organisation is that their key objective is to engage in employee development
activities. As, this training method provides a clear opportunities for staff and employees to earn
the promotions so that they may deliver the different range of services to the customers. On the
contrary to this, Ip, Leung and Law (2011) has stated that enabling this training method
sometime resist the employees as rotating the job of senior or experienced personnel who are
comfortable with the job may often feel loaded with the change in job. In addition to this,
another advantage of enabling mentoring method is that it do not allow the employees to feel
isolated within the workplace as mentor within the hospitality organisation support them or
encourages them to interact with the other individuals. On the contrary to this, Kalargyrou and
Woods (2011) has also stated mentoring sometime also lead to higher the frustration level of
mentor of the staff or mentee is unable to progress quickly. In this situation it also ensure that it
might results in attaining the higher dissatisfaction among the staff that directly impact the
delivery of services within the hospitality organisation (The Advantages of Mentoring in the
Workplace. 2017).
Despite of on-the-job methods there are different off-the-job training methods that must
be used within the hospitality organisation so that they may easily enhance the skills and
knowledge of staff that positively impact in delivering the services. The foremost off-the-job
training method that is used within the hospitality organisation include conducting lecture and
seminars. According to Salas, Kraiger and Smith-Jentsch (2012) it is consider as conventional
training method in which the professional or expertise conduct seminar for all the staff so that
they may enhance their knowledge regarding the job role. The key advantage of lecture and
seminar method is that it ensure communication among the large mass of audiences regarding the
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