Research Project: Training and Development at Hilton Hotel, London

This research project investigates the effectiveness of training and development programs in enhancing employee performance within the Hilton Hotel, London. The study begins with a research proposal outlining the background, aims, objectives, research questions, and importance of the study, followed by a Gantt chart for project management. The research report includes an abstract, introduction, literature review, research methodology, data analysis, interpretation of results, conclusions, recommendations, limitations, and future scope. The literature review explores the concept of training and development, relevant theories, and the importance of these programs within the Hilton Hotel. The methodology section details the research philosophy, approach, design, data collection methods, data analysis techniques, sampling strategy, and ethical considerations. Data analysis involves interpreting the findings from questionnaires, focusing on the impact of training programs, benefits of training, and ways to improve customer service. The project concludes with recommendations, limitations of the research, and suggestions for future studies. The study employs a positivism philosophy and an inductive approach, utilizing a descriptive research design and simple random sampling for data collection. The analysis includes themes related to the organization of training programs, their effectiveness, benefits, and impact on service quality. The findings suggest that training programs positively influence employee performance, skills, and customer service delivery.

Research Project

Table of Contents
RESEARCH PROPOSAL...............................................................................................................1
Background of the study.........................................................................................................1
Aim and Objectives................................................................................................................1
Research questions.................................................................................................................1
Importance of the study..........................................................................................................1
Gantt chart..............................................................................................................................4
RESEARCH REPORT....................................................................................................................5
ABSTRACT ....................................................................................................................................5
CHAPTER 1- INTRODUCTION....................................................................................................5
1.1 Purpose of the study.........................................................................................................6
1.2 Development of research questions..................................................................................6
CHAPTER 2 - LITERATURE REVIEW.......................................................................................7
2.1 Introduction......................................................................................................................7
2.2 Concept of training and development programs on employee's performance.................7
2.3 Theories and models of staff training ..............................................................................8
2.4 Importance of training and development programs within Hilton Hotel, London...........9
2.5 Effectiveness of developmental programs helps to raise overall performance of Hilton
Hotel, London.......................................................................................................................12
2.6 Conceptual framework...................................................................................................13
CHAPTER 3 - RESEARCH METHODOLOGY..........................................................................15
3.1 Introduction....................................................................................................................15
3.2 Research union...............................................................................................................15
3.3 Research philosophy.......................................................................................................15
3.4 Research approaches......................................................................................................16
3.5 Research design..............................................................................................................16
3.6 Data collection methods.................................................................................................16
3.7 Data analysis ..................................................................................................................17
3.8 Sampling.........................................................................................................................17
3.9 Ethical considerations.....................................................................................................18
CHAPTER 4 - ANALYSIS OF DATA AND INTERPRETATION OF RESULTS....................19

4.1 Introduction....................................................................................................................19
Interpretation........................................................................................................................25
CHAPTER 5 – RECOMMENDATIONS &CONCLUSION........................................................27
5.1 Conclusion......................................................................................................................27
5.2 RECOMMENDATIONS...............................................................................................27
5.3 Limitations of the research.............................................................................................28
5.4 Future scope study..........................................................................................................28
REFERENCES..............................................................................................................................30

RESEARCH PROPOSAL
Background of the study
Training and development programs have their own importance within businesses
especially in hospitality industry that it helps to manage and improve overall performance of
firms effectively. There are so many companies using such programs in order to raise their
production and profitability. The project is based on analysis of effectiveness of training and
development programs in raising employee's performance within Hilton Hotel, London.
Aim and Objectives
Aim:
To analyse the impact of training and development programs to improve employees
performance - A case study on Hilton Hotel, London.
Objectives:
 To analyse importance of training and development programs within Hilton Hotel,
London.
 To evaluate impact of training and development programs on employee's performance.
 To determine effectiveness of developmental programs in raising overall performance of
Hilton Hotel, London.
Research questions
 What is the importance of training and development programs within Hilton Hotel,
London?
 What are the impacts of training and development programs on employee's performance?
 How effectiveness of developmental programs helps to raise overall performance of
Hilton Hotel, London?
Importance of the study
It is analysed that competition is raising in today's world especially in hospitality industry
that some certain strategies and plans are required by firms in order to compete each other in the
market. Training and development programs are one of them which helps business to improve
performance of employees to provide better services to customers. There are so many businesses
providing similar services that it is depended on quality of products and services that attracts
customers towards brand.
Review of the literature
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Literature review is an important part of investigation that it consists of discussions about
different theories and models to support the study of topic effectively. This section helps to
provide answers for the questions of research. Information and data presented in literature
section includes literary scholars and authors. It can be also described as a summary and
consolidation of all related journals, articles and books based on a particular topic in order to
accomplish aim and objectives in thematic and systematic manner. In this part, information will
be collected based on the impact of training and development programs to improve employees
performance in order to analyse and generate key findings.
Training is a program that helps businesses and employees to learn specific skills and
knowledge to improve their performances in current roles and responsibilities. On the other
hand, development is more expansive and focuses on growth of employees in terms of future
performance rather than immediate job roles. The main objective of training and development
program is clear to provide skills and knowledge that is required to perform better in individual
jobs.
Organisations are now focusing on such programs to provide quality services to their
customers which is done by improving skills, attributes, behaviour and knowledge of workers.
This helps to enhance brand reputation by delivering satisfactory services to clients that also
makes them loyal towards firm. There are several benefits of training and development programs
to a business such as it helps to enhance job satisfaction, moral among workers, motivation,
efficiencies in process, capability to adopt new methods and technologies, innovative products
and strategies and reduce workers turnover. It is also a broad term which covers multiple kinds
of worker learning. This helps to learn various things which enable to improve and develop
performances.
Research methodology
It is a process used in research in order to analyse, select and determine information and
data regarding study. One of the crucial benefit of research methodology is that it helps to
evaluate validity and reliability of investigation to understand the procedures.
Research philosophy: The sections helps researcher to discuss the topic in great details.
There are four types of philosophies available for investigator such as interpretivism, realism,
positivism and pragmatism. For the present case study, researcher used positivism philosophy.
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Research approach: Approaches helps to accomplish aim of the research. Deductive,
inductive and abductive are three types of approaches available for researcher that can be used
according to the scope and nature of investigation. For the present case study, researcher used
inductive approach effectively.
Research design: Design deliver some general answers to the research question in which
strategies and plans has an important role in order to analysis and collect information and data
effectively. Descriptive design is used by researcher for the present case study.
Data collection: It is a process of collecting information and data for the research.
Primary and secondary are two methods available for researcher to gather info regarding
investigation topic. Primary data collection method is used by researcher in order to collection
information from various participants.
Sampling: Probability and non-probability are two effective methods of sampling in
which participants are involved to provide their contribution in investigation in order to
accomplish desired outcomes. For the present research, simple random sampling method is used
by researcher effectively.
Validity and Reliability: This section is very important in which the researcher addresses
reliability and validity of investigation in concise manner in order to conduct a valid and reliable
research that helps to generate positive results.
Timeline
Activity
April 2018
May 2018
June 2018
July 2018
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Gantt chart
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RESEARCH REPORT
ABSTRACT
The investigation analyses the significance and effectiveness of training & development
programs to develop and improve employees performance. This study includes strategies, plans
and programs managed by firm to improve their performance. Main goal of this study is to
analyse and find out factors that are related to training and development programs in order to
measure its effectiveness within business. It also includes process, techniques and description of
important points to be added in research in order to determine need of developmental programs
effectively.
CHAPTER 1- INTRODUCTION
Hilton Hotels and resorts is a global brand provides full services of resorts and hotels.
The firm was founded by Conrad Hilton and at present there are more than 570 hotels and resorts
of Hilton in 85 countries and territories across six continents. Many luxury services are provided
by firm to their customers especially who book directly through channels of Hilton receives
exclusive discounts and amenities such as digital check-in, free Wi-Fi, key less entry and ability
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Illustration 1: Hilton Hotels in United Kingdom
(Source: Popin, 2014)

to select the room on Hilton Honors application. There are so many workers working in the hotel
that training and development program is required to enhance their skills and knowledge in order
to deliver quality and effective services to consumers. So it is required by business to manage
their services in order to build customer satisfaction and loyalty. This could be effectively done
by organising training and development programs for workers in an appropriate timely manner.
The investigation will analyse the importance and effectiveness of training and
development programs to improve and develop employees performance. This will include
strategies, benefits, plans and programs managed by firm to improve their performance.
1.1 Purpose of the study
The main purpose of this study is to analyse and determine factors that are associated
with training and development programs in order to measure its effectiveness within business. It
will also include process, techniques and description of important points to be added in research
in order to determine need of developmental programs effectively.
1.2 Development of research questions
 What is the importance of training and development programs within Hilton Hotel,
London?
 What are the impacts of training and development programs on employee's performance?
 How effectiveness of developmental programs helps to raise overall performance of
Hilton Hotel, London?
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CHAPTER 2 - LITERATURE REVIEW
2.1 Introduction
Literature review is also known as narrative review which is a type of review article. It
can be also described as a scholarly paper which involves substantive findings and current
knowledge along with methodological and theoretical contribution towards a particular topic. In
this section, information and data is collected regarding investigation topic that helps to
accomplish aim and objectives in systematic manner. In addition to this, information is collected
from various journals, books, articles and online websites to analyse the topic. This will help to
understand benefits, importance and pros of training and development programs in order to
manage services as per the demand and requirement of customer in the market. This section is
crucial for the research that it contributes towards analysing information to make valid and
reliable conclusion.
2.2 Concept of training and development programs on employee's performance.
Melby-Lervåg, Redick and Hulme, (2016) stated that business reap the rewards of
providing development and training programs for their workers that well trained employees helps
to enhance productivity and profitability effectively. Investment made by firm in employees
training helps to improve and develop retention rates, customer satisfaction and creativity
towards new ideas and strategies. Effective program also helps to reduce time spent on solving
issues and problems in order to save money by producing and encouraging a better and safe
workplace. According to Oladapo, (2014) there are a lot of benefits of training and development
programs and especially to workers. Some are described below to analyse and determine impact
of these programs on performance of workers.
Employee satisfaction: It is analysed that job satisfaction is very important for every worker to
enhance interest in work. This will help to enhance self-esteem to improve understandings of
workers within firm. One of the effective impact of training is that it increase morale on the job
and loyalty to the business. Tims, Derks and Bakker, (2016) stated that employees who believes
that their business is offering valuable and effective training opportunities for them are generally
less likely to leave. This will also provide them a chance to meet their requirements to develop
and grow.
Needs and expectations: Employees commitment plays an important role in training that it must
meet the needs and expectations of workers. Businesses are more likely to retain their workers
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who view their training and development programs as relevant to their work and subsequently
have a positive commitment towards brand effectively. Management provides accurate
information and communication about training in order to ensure that the training is relevant
according to their work. Current employees are also able to conduct training internally by hiring
an external business or consultant. Training needs must be recognised in order to make it
effective.
Turnover cost: Well trained workers pays of significantly for businesses because the cost of
worker turnover may be high. The cost incudes, exit interviews, termination formalities,
administrative functions, unemployment compensation and severance pay. On the other hand,
replacement cost also consist of entrance interviews, attracting applicants, travel and moving
expenses, testing and administrative expenses.
2.3 Theories and models of staff training
The five phases of training model
ADDIE model is one of the most common model used in most training designs which
consist of five steps. Here ADDIE stands for analysis, design, development, implementation and
evaluation. Analysis stands for the needs of analysis for the training. Design is a stage where
training programs is planned and outlined. Development is where the training is rolled out to the
field in whatever form the design phase stipulated. Evaluation concludes the process and
measure regarding how effective the training program was at achieving its goals.
Analysis: It is the first stage of model in which trainer analyse all the aspects associated with
training and development program and seeks answers while proposing a solution effectively. In
addition to this, training objectives are created, timelines are established, and first outline of the
program begin to take shape. Moreover, possible solutions and potential causes are explored and
initial budgets are proposed. Barriers towards the business success are measured and the target
audiences are analysed. Sadikoglu and Olcay, (2014) stated that great training solutions begins
with an effective analysis.
Design: This is the phase where learning objectives and outcomes are identified within training
model. The core of the potential development solution is created and explored. Initial prototypes
and storyboards of training solution are proposed and reviewed with the customer. In addition to
this, feedbacks are provided by consumers and initial training solutions for them begin to take
shape effectively. Some other programs are also discussed and explored such as classroom,
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training solutions, blended and web based learning programs. So much similar to an architect
renderings, the blueprint towards the solution for training also begin to take shape.
Development: In this phase, training program design model is created and written. Material are
created and produced in this stage, whether it is based on classroom or taken online effectively.
The design stage, produced blueprint or outline for the program but in this section of training
model everything comes together in production (Mohammadyari and Singh, 2015). Development
phase also includes, materials, trainers and trained along with the target audience which are
notified of the dates of training program.
Implementation: In this phase, training program is delivered to target audience who are
employees of the business. Classes are taught or taken online effectively. Employees are now
able to understand new skills and techniques delivered by professionals to use them in their
work. In addition to this, training products and materials are distributed to participants. Initial
results are also measured and now the training program begins to take shape within firm. In order
to run implementation phase smoothly, it is required to conduct preceding phase properly and
effectively. The intention of training program must be addressed as it was intended.
Evaluation: This is the last stage of the training model where it is completed. Measurement of
the results of training program begins during the stage of implementation. It is important to
evaluate results, class and analysation of process. Evaluation is conducted when the training
program is completely completed. Feedbacks and measurements helps to decide whether the
program required any changes according to the customer demands. Finally, the employees are
contacted and meeting for the analysation of outcomes is organised for evaluating the
effectiveness of training model. The process or model begins again when required.
The five phase of training program helps to understand various needs of training and also
focus on improving skills and knowledge of workers so that they can achieve their individual
goals and objectives effectively and efficiently. Some of the major benefits of training program
that it improves overall performance of both business and workers that helps to accomplish
desired goals and objectives.
2.4 Importance of training and development programs within Hilton Hotel, London.
According to Laudon and Laudon, (2016) there are many workers have weaknesses in
some areas in their workplace skills. Training and development programs helps to provide
strengthen to those skills and knowledge that each worker requires improving and develop. On
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