Training and Development in Service Industries: Hilton Hotel Case

This essay explores the significance of training and development within service industries, emphasizing its role in enhancing employee skills, knowledge, and abilities. It highlights how training bridges the gap between expected and actual performance, contributing to organizational success. With increasing competition, training and development are crucial for employees to stay updated and grow within the organization. The essay also discusses the impact of technological advancements and economic liberalization on the need for workforce development. Using Hilton Hotel as an example, the essay illustrates how organizations analyze training needs and implement programs to enhance employee skills and promote career growth, leading to improved organizational performance. The essay concludes that a productive and profitable organization requires an effective and well-trained workforce capable of adapting to change and assuming new responsibilities.

TASK 4
Understand training and
development in service industries
businesses

Training and Development
• Training is aimed at enhancing the skills,
knowledge and abilities of the employees.
• Enhanced skills of the employees enhances
their ability for perform the tasks in an
effective and efficient manner.
• Development is related to progress in the
career of the employees depending upon their
competency and interest.

• Training proves to be beneficial in filling the gap
between the actual performance and expected
performance of the employees.
• Organizational success mainly depends upon the
quality of the available human resource.
• With increased competition in the labor market,
training and development assists the employees
to remain updated with the skills and thus
provides them the opportunity to grow within
the organization.

• The organization to be productive and profit making
require effective workforce.
• To maintain and manage the workforce, the
organizations need knowledgeable and skilled
executives.
• The skilled executives are able to direct their efforts in
a direction that leads the organization towards the
achievement of its objectives.
• The organizations are driven by technological
advancements, market forces and consumerism and
so it makes it necessary for organizations to undergo
diversification, modernization and restructuring.

• Economic liberalization has also led to environmental
change for the workers and the managers.
• The business environment has become highly
competitive and so it demands the organization to pre
pare and develop its workforce in all the aspects.
• This creates a demand on the part of the organization
to be equipped with an efficient training and
development program that not only enhances the
skills of the employees to cope with the change but
also provides them the opportunity to grow in their
career.

• In case of Hilton hotel, the organization emphasize
upon analyzing the specific training needs of not only
the new employees but also existing employees.
• On the basis of the identified training needs, training
programs are conducted to enhance their skills so that
they can respond to the change and take upon the
new responsibilities efficiently.
• Moreover employee employees seek growth and
development that is provided by Hilton Hotel through
performance based promotion and rewards that
motivates the employees to perform better leading to
enhanced overall organizational performance.

References
• Lashley, C. (2009). The right answers to the wrong
questions? Observations on skill development and training
in the United Kingdom's hospitality sector. Tourism and
Hospitality Research, 9(4), 340-352.
• Tesone, D. (2008). Handbook of hospitality human
resources management. Oxford, UK: Butterworth-
Heinemann.
• Connolly, P., & McGing, G. (2007). High performance work
practices and competitive advantage in the Irish hospitality
sector. International Journal of Contemporary Hospitality
Management, 19(3), 201-210.

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