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
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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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the other hand, development programs brings all workers to a higher level so they all have
similar knowledge, skills and attributes effectively. Workers with management skills are a
crucial part or asset of organisation. Growth and development of hospitality business depends on
consumers that it is very important for them to manage customer services in order to create a
strong base to enhance profitability and production. In addition to this, training presents prime
opportunity for firm to expand itself with knowledge base workers. In today's environment,
many firms finds the development opportunities a little expensive in this climate. However, there
are some drawbacks of training and development programs but it provides both business and
individual as a whole benefits that helps to make the time and cost worthwhile investment. The
investment return from training and development programs of workers is really a no
brainier. .Jones, Woods and Guillaume, (2016) stated the benefits and importance of training and
development programs to both business and workers. Some are described below:
Improved worker's performance: It is analysed that workers who receives training are more able
to provide quality and effective performance in their individual work. Raining gives proper
understanding of their roles and responsibilities that helps to build confidence. This confidence
helps to improve and develop their overall performance and will provide benefits to business. In
addition to this, competent workers helps to change the standard of industry by holding a strong
position n the market among other competitors.
Improved satisfaction and morale: Investment made by business towards training and
development programs helps workers to feel that they are valued. This helps to create a
supportive environment at work place. Such programs also provide them chance to take
advantage of various opportunities such as promotions, new skills, positive attitude and rewards
and incentives. They feel appreciated through these opportunities that helps to enhance their job
satisfaction (Hoobler, Lemmon and Wayne, 2014). Every worker in the firm must be satisfied in
order to be loyal towards his or her work.
Addressing weaknesses: One of the most important benefits of training and development
program is that it helps to provide clear statement about weaknesses in order to address them in
proper manner. It can be said that most of the employees have weaknesses in their skills and
regarding knowledge. Training program allows management to provide strengthen to those skills
that helps to improve and develop performance of workers. On the other hand, development
program bring workers to a higher level in order to deliver similar knowledge and skills. This
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helps to reduce weak links within the firm who rely heavily on others to complete their basic
works. Employees works better with these programs without any help of their supervisors.
Consistency: A robust training and development program helps to ensure that workers have
consistent experience as well as background knowledge particularly regarding business
procedures and policies. It is important for workers to be aware of procedures and expectation of
firm to work accordingly (Graban, 2016). It is analysed that increased efficiency in procedures
results in financial gain and improve chances of expanding operations. This will provide
significant opportunities to enhance market share and profitability.
Increased adherence: Training also have a crucial impact on production that it helps to increase
effectiveness of productivity to provide quality products and services to customers. Increased
efficiency within procedures ensures the success of project which in turn will improve the
business turnover. Quality standards of services are also managed by providing training to
employees so that they can make effective used to ensure customers are satisfied with the
services effectively.
Reduced employee turnover: Training and development programs helps to enhance job
satisfaction of workers and also makes them feel valued towards brand. It is an additional benefit
for firm in terms of reducing employee turnover. It is not required to recruit new people as
employee within firm, if the training programs are conducted well that it improves morale and
working abilities of workers.
Enhance business profile and reputation: A successful training strategy provides prime
considerations in order to develop the brand. It helps to make a firm more attractive by
improving skills of those people who are seeking to grab the opportunities associated with new
skills (Kearney, 2018). Training is a method that can be only delivered by any appropriate
method for the relevant work responsibilities of individuals effectively.
Training and development programs have their own importance within firm in order to
improve and develop performance of workers. Employees are able to provide quality and
effective services to customers in order to accomplish desired goals and objectives. In addition to
this, business is also able to improve its overall performance which helps to enhance productivity
and profitability. Hospitality business requires effective services as well as relationship with
consumers in order to attract them towards a better experience. The competition is rising day by
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day that need of training program is also increasing for workers to adopt techniques and abilities
in order to assist clients effectively and efficiently.
2.5 Effectiveness of developmental programs helps to raise overall performance of Hilton Hotel,
London.
Cooke, Saini and Wang, (2014) stated that there are some effective benefits of training
and especially development programs that helps to enhance overall performance of business. It is
very important for hospitality industry firms to organise development programs in timely manner
in order to improve performance of employees which lead towards overall company performance
to achieve desired goals and objectives. Customers are the major source of firms to earn money
that their requirements and demands must be addressed to provide satisfaction and loyalty.
Development programs involve various factors that helps to improve employees performance
within business. Development programs have their own importance within business in order to
enhance capabilities of workers so that they are able to assist customers effectively. This will
help to enhance their satisfaction which leads to repetition.
According to Townley, (2014) business future of hospitality industry depends on
developing leaders who are able to take firm to the next level as well as guide the workers on a
right path of success. Development program includes steps in order to determine leadership and
employees needs. Great leaders and workers are not manufactured so the development program
should be focused on nurturing and mentoring managers and workers rather than forcing them to
memorise rules effectively. The program also put potential managers in a situation where they
can learn how to grow in difficult situations by using skills and knowledge. In addition to this,
employee development program should determine opportunities for everyone to participate in the
program in order to enhance their performances. The success of hospitality business is depended
on not only services provided by them but also on exceptional level of guest experience and
satisfaction. Implementing development program for all the employees working the firm enhance
chances of hotel to provide consumer services that helps to meet their expectations consistently.
On the other hand, customer reviews are very important for firm that a dissatisfied client has
much power against complaining about services. Hey can easily post negative reviews about
business on many travel websites which affect the positive image of firm effectively. Hospitality
business depends on some extent on repetition.
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2.6 Conceptual framework
As per Weaver, Dy and Rosen, (2014) the overall performance of business is depended
on employees skills, knowledge, attributes, behaviour and performance towards customer
services and satisfaction. There are number of qualities could be improved by developmental
programs in workers in order to enhance overall execution of firm effectively and efficiently.
Some are described below:
Commitment: Employees in the firm should be committed towards their roles and
responsibilities in order to ensure that they are able to provide customer satisfaction. The aim is
to make consumer happy and create repeat business from them. They must do whatever makes a
client happy within firm.
Communication skills: Excellent communication skills helps workers to communicate well with
customers in order to understand their needs and requirements to provide them services
accordingly. In addition to this, oral and written communication must be effective enough to
make an effective conversation with consumers within hotel.
Computer know-how: Computer skills are also important that it is required in a great hospitality
employee in order to manage data and information about consumers effectively. Moreover,
worker should be familiar with a wide range of technological applications that are useful within
operational activities.
Enthusiasm: Employees who are provided with training and development programs are
enthusiasm about their roles and responsibilities in terms of work in order to strive to do best
work possible (Wang, Wang and Liang, 2014). Employees are always ready to provide the best
experience to their consumers in order to make them happy.
Interpersonal skills: Top-notch interpersonal skills are required to employees in order to become
successful within firm. These are very useful while interacting with each other both in groups
and individually. Employees with interpersonal skills and knowledge are successful in both
personal and professional lives.
Leadership: Strong leadership skills are also required that it helps workers to able to command
projects in order to make their valuable contribution to business towards overall success
efficiently.
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Teamwork: Teamwork is important in every business in order to become successful in every
work. Contribution provided by others helps to enhance chances of completion of difficult
chance and also enhance positive relationship between workers.
According to Caillier, (2014) training and development programs should be organise by
businesses especially related to hospitality industry in order to improve and develop overall
performance. This helps business to enhance its productivity and profitability by providing
quality and better services to consumers effectively. One of the important benefits of these
programs that it improves culture of business, develop talent, enhance problem solving skills and
provide safety and security.
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CHAPTER 3 - RESEARCH METHODOLOGY
3.1 Introduction
Research methodology is a vast topic that helps to discuss topic in great details. It
consists of different factors such as philosophy, approach, design, type, data collection and
analysis, sampling, validity and reliability and finally, ethical considerations. This section
focuses on methods such as questionnaire, interview, groups in order to collect information from
the market. This also contains explanation of methods that are important during the process and
also why others are not been chosen. Information is collected from different sources such as
blogs, online websites, magazines, articles, newspapers and journals. This helps to gather
information regarding topic which is to analyse the impact of training and development programs
to improve employees performance in order to evaluate and determine specific and useful
content in order to generate positive outcomes (Üstün and Eryilmaz, 2014). Some important
section in this part also helps to find aim and objectives in order to accomplish them effectively.
This section also allows researcher to measure reliability and validity of research. It is a
justification for using particular procedures for the enquiry of investigation.
3.2 Research union
Qualitative and quantitative are two types of investigation. Quantitative use numbers to
solve issues in which the emphasis is based on numerical and summary of data collected for the
research. On the other hand, qualitative defines words, sounds, unquantifiable and emotions
feelings. Descriptive and analytical are two methods based on investigation nature. Descriptive
involves surveys to identify factors related to investigation (Fox and Alldred, 2015). Apart from
this, analytical is based on facts and information that already exists. In addition, conclusive and
exploratory are methods based on research design to explore area of inquiry and to offer final
answers. For the present case study, researcher used exploratory research in order to explore aim
and objectives that helps to analyse impact of training and development program.
3.3 Research philosophy
Philosophy is a vast topic and helps researcher to discuss topic in great details. There are
four types of philosophies such as realism, positivism, interpretivism and pragmatism.
Philosophy deals with the nature and source of knowledge. Each step involved in this process is
based on various assumptions about nature and sources of knowledge (Niaz and Rivas, 2016). It
reflects expectation of author's in order to serve base for the strategy. This is the section where
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phenomenon data is collected, analysed and used. For the present case study, researcher used
positivism philosophy in order to discuss topic in great details to determine key findings.
3.4 Research approaches
There are three types of approaches available for researcher in order to conduct
investigation in proper manner such as abductive, inductive and deductive. It is analysed that
there is a main distinctive point between inductive and deductive approach that is the relevance
of hypotheses. Inductive is followed by researcher in case of questions, aim and objectives
whereas deductive is used to collect hypotheses' data. Apart from this, abductive approach is
followed in case of surprising procedures and facts which are devoted in explanation. Inductive
approach is used by researcher for the present case study of analysing impact of training and
development program to accomplish aim, objectives and questions of the research.
3.5 Research design
Research design can be described as a general plan that helps to answer investigation
answers. There are some contradictions made by author that some consider this as a choice
between qualitative quantitative method and some refer it to a specific procedure of collecting
and analysing data. Strategies and methods are some important part of design. This helps to
frame overall information in order to determine importance of training programs in improving
performance of employees (Shrivastava, Shah and Navaid, 2018). For the present study,
descriptive design is used by researcher that it helps to deliver brief information to have accurate
info for the proper execution of activities.
3.6 Data collection methods
Data collection is an important topic used to collect information and data regarding
research topic in order to analyse key findings for the investigation. There are two method of
collecting data such as primary and secondary. Primary data is collected through quantitative and
qualitative methods in which the information is based on mathematical calculation including
open-ended questions.
Secondary data is collected from various articles, journals, newspapers, magazines,
online websites and blogs etc. Criteria selection is important in both methods in order to have
valid and reliable research. Qualitative method is associated with words emotions, sound and
feelings in secondary data method that are non-quantifiable (Murshed and Zhang, 2016). For the
present case study, researcher used primary data collection method in which the information is
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collected from participants regarding impact of training and development programs in raising
performances.
3.7 Data analysis
Data analysis is also a crucial part of investigation that it is important for investigator to
analyse data and information collected from various participants in order to generate positive
outcomes and key findings regarding topic. Qualitative and quantitative are two methods for data
analysis and both are different that research is completed by focusing on interviews, experiments
and groups in qualitative method. On the other hand, interpretation of figures, critical analysis,
numbers and attempts are involved in quantitative method in order to identify rational.
Comparison of literature review findings and secondary data findings is important for both
studies. For the present case study, primary data collection method is used by researcher that
quantitative method is applied for data analysis effectively.
3.8 Sampling
There are two main methods of sampling such as probability and non-probability in
which there is a chance for participants to take part in the process of investigation. In non-
probability sampling members are selected from group non-randomly to take part in study.
Probability sampling includes methods such as systematic, simple random, cluster, multistage
and stratified (Hermann, 2015). It is more complex as well as time consuming as compared to the
non-probability method. It is important for the stage of exploratory. Non-probability method
includes quota, convenience, judgement and extensive. The method is effective as compared to
the probability sampling and also cost effective. For the present case study, researcher take 20
participants for the research to answer open-ended question.
It can be said that research validity and reliability is important in order to make it
effective enough to generate key findings. It also helps to address investigation in concise
manner. Higher level of reliability helps to generate same results using similar procedure and
conditions. The reliability level is also compromised and issues are associated with investigation
subjectivity. Validity of research can be described as an extent in which scientific research needs
are followed during the procedure of generating key findings for the research (Guthrie, 2015).
Validity and reliability of research is important in order to produce relevant outcomes as per the
requirement of investigation.
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3.9 Ethical considerations
Ethical considerations must be addressed by researcher during the process of conducting
investigation. In addition, considerations are both for secondary and primary data collection
methods. This includes not doing any harmful activity associated with participants. Satisfaction
level of participants must be prioritised while asking open-ended questions to them. Information
must be kept safe and secure provided by participants (Sessler and Imrey, 2015). Sources of
funding, possible conflicts and affiliation must be declared. Dignity of research should be
respected. Misleading of information should be avoided.
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CHAPTER 4 - ANALYSIS OF DATA AND INTERPRETATION OF
RESULTS
4.1 Introduction
In this section, results are generated through asking questions to respondents using
questionnaire method. Researcher has formulated 5 questions which they asked to 20
respondents picked randomly from the sampling method. Employees, supervisors and managers
are included for this process to provide correct answers.
Research Questionnaire
Demographic information
Name: ____________
Age: __________
Occupation: __________
Q1. What do you think, is Hilton Hotel organising training and development programs for
employees on timely manner?
 Highly agree
 Agree
 Neutral
 Disagree
 Highly Disagree
Q2. What do you think is training programs are effective enough to improve performance of
workers?
 Highly agree
 Agree
 Neutral
 Disagree
 Highly Disagree
Q3. As per your views, are there any benefits of training to workers?
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 Improve performances
 Increase skills and knowledge
 Enhance satisfaction and morale
Q4. What do you think, are you able to provide quality services and assistance with
development programs?
 Highly agree
 Agree
 Neutral
 Disagree
 Highly Disagree
Q5. Recommend ways in which Hilton Hotel is able to improve customer services?
 Improving customer interactions
 Enhancing consumer service strategies
 Providing way to clients to provide feedbacks
 Strengthening customer service skills
Theme-1 Hilton Hotel is organising training and development programs for employees on
timely manner
PARTICULAR RESPONDENTS
Highly agree 8
Agree 4
Neutral 5
Disagree 2
Highly Disagree 1
20

Theme-2 Training programs are effective enough to improve performance of workers
PARTICULAR RESPONDENTS
Highly agree 9
Agree 5
Neutral 3
Disagree 2
Highly Disagree 1
Theme-3 There are benefits of training
PARTICULAR RESPONDENTS
Improve performances 10
21
9
5
3
2
1
Highly agree
Agree
Neutral
Disagree
Highly Disagree
Highly agree
Agree
Neutral
Disagree
Highly Disagree
0
1
2
3
4
5
6
7
8
8
4
5
2
1
RESPONDENTS

Increase skills and knowledge 6
Enhance satisfaction and morale 4
Theme-4 Able to provide quality services and assistance with development programs
PARTICULAR RESPONDENTS
Highly agree 6
Agree 4
Neutral 5
Disagree 3
Highly Disagree 2
22
Improve performances
Increase skills and knowledge
Enhance satisfaction and morale
0
1
2
3
4
5
6
7
8
9
10
10
6
4
RESPONDENTS

Theme-5 Ways in which Hilton Hotel is able to improve customer services
PARTICULAR RESPONDENTS
Improving customer interactions 6
Enhancing consumer service strategies 4
Providing way to clients to provide feedbacks 3
Strengthening customer service skills 7
Interpretation
Theme-1 Hilton Hotel is organising training and development programs for employees on
timely manner
23
6
4 5
3
2
Highly agree
Agree
Neutral
Disagree
Highly Disagree
6
4 3
7
Improving customer
interactions
Enhancing consumer
service strategies
Providing way to
clients to provide
feedbacks
Strengthening
customer service
skills

Description: From the above questionnaire process, it is analysed by the researcher that Hilton
hotel is organising training and development programs for employees on timely manner in order
to improve their overall performances. There are 8 respondents who stated that the firm is
committed towards providing these programs that helps to enhance their performances by
addressing their weaknesses and area of improvement. Further, some of them are not satisfied
with this statement as it is possible that they have not attended the programs. The firm identify
the needs of training to workers on timely manner to enhance their abilities, skills and
knowledge.
Theme-2 Training programs are effective enough to improve performance of workers
Description: It is evaluated by the researcher from the above process of questionnaire that
training and development programs organised by them are effective enough to improve and
develop performance of employees including their knowledge and learning towards work. There
are 9 workers who said that training helps them to enhance their working capabilities so that they
are able to complete their work effectively. This also helps them to understand their roles and
responsibilities to address their job. Further, some of them are not agreed due to the lack of
performance at workplace. Finally, it is conducted that, organisation appointed professionals to
deliver effective training to employees to improve and develop their overall performances.
Theme-3 There are benefits of training
Description: It is analysed by the researcher from the above open-ended questionnaire procedure
that there are a lot of benefits of training to workers which helps them to enhance their
performances. Respondents stated that training deliver benefits to them in terms of improving
performances, increasing skills and knowledge and enhancing satisfaction and morale. This helps
to enhance their confidence towards work effectively in order to become successful employees
within firm. Moreover, 10 employees stated that one of the major benefit they acquire from
training program is that it improves and develops performances which helps to address their roles
effectively.
Theme-4 Able to provide quality services and assistance with development programs
Description: From the above process, it is conducted by the researcher that employees are able to
provide quality and effective services as well as assistance to their customers with the help of
development programs. In addition to this, workers stated that professionals appointed by firm
for the development program helps them to provide information regarding how to manage
24

different customers and how they are able to deliver quality services to them. Further, it is
conducted that some are not satisfied with this statement as they are unable to deliver quality
services. Finally, it is assessed by investigator that development programs improve knowledge to
workers to provide effective assistance and quality services to consumers.
Theme-5 Ways in which Hilton Hotel is able to improve customer services
Description: It is evaluated by the researcher from the above process of questionnaire that there
are different ways suggested by employees from which the firm is able to improve its customer
services. It is stated by 7 workers that Strengthening customer service skills will help to improve
services that are delivered to consumers and 6 said that improving customer interactions is also
an effective way for improving business services. Further, enhancing consumer service strategies
and providing way to clients to provide feedbacks are some more ways suggested by workers
and supervisors to enhance customer services provided by Hilton Hotel, London.
25

CHAPTER 5 – RECOMMENDATIONS &CONCLUSION
5.1 Conclusion
It is concluded from the above report that training and development programs are
important for every business especially for the hospitality firms in order to enhance skills and
knowledge of their employees. In addition to this, training needs must be addressed by firm in
order to provide on timely manner so that customer services could be improved and developed
effectively. It is also analysed from the report that there are some major benefits of such
programs to workers such as it helps to improve consistency, job satisfaction, morale,
performances and ability to solve different issues. Moreover, for workers, development programs
are extremely important to the growth of business that it not only helps to enhance abilities and
knowledge of employees but also strengthen the relationship exists between members of
leadership and workforce effectively within Hilton, Hotel London. Training needs are provided
when it is determined that it helps to evaluate how it will be designed and implemented. Planning
is essential for the training and development programs which includes workers who are in need
of training and also the types that are suited for those needs.
In addition to this, it is analysed that training of workers is a solution to business
requirements. The success and outcomes produced by these programs are measured over time
which are also based on whether employees skills and knowledge enhanced as a result of
development program. Thus, it is concluded that training is an essential part of business process
which is required to conduct on timely manner to improve and develop performances of workers
so that the initial purpose of company could be achieved easily and effectively.
5.2 RECOMMENDATIONS
Hilton hotel, London must ensure that training and development choices are fully
satisfied according to their requirements. It is recommended to the management and group
members of hotel to outline the options in order to gain viability of providing services. Further,
professionals appointed by business for providing training needs to workers must be effective in
terms of good skills, knowledge and competence in order to assure that they are capable of
addressing issues and improving consistency at workplace. Managers within firm should
encourage worker to take part in training and development programs by providing them
information about benefits they will acquire from this. New members should be sent to meetings
where they will get information about operational activities of firm that will also help them to
26

understand their roles and responsibilities. On the other hand, the specific needs for training and
development programs will be determined by those involved as the redefinition process
continues.
Budget for training programs: The firm should set the budget before organising training
program for workers in order to secure financial status. It can be said that proper training
program has a positive impact on performance of workers and customer retention that helps to
enhance profitability. Budget for training is based on its requirements but consideration is also
important to manage investment such as payment to professional, equipments and other tools
required. Investment may yield real benefits when it comes to employees training and
development programs.
Important factors to be added: Management should ensure that important factors such as
addressing weaknesses, improving abilities, skills and knowledge is addressed during the
training program. This helps to achieve the initial purpose of these programs in order to enhance
overall performance of both business and employees effectively. It is also important to allocate
appropriate funds for development over course.
In addition to this, there are some steps which should be considered by management to
build both out and updated an effective development and training program for employees. This
includes, survey towards workers, benchmark against the competition, aligning training with
business goals and objectives, keeping it innovative and measuring the results.
5.3 Limitations of the research
Limitation in research us for sure and also consider as a normal factor. The scope and
range of limitations is depended on researcher during the process. It is an important factor which
should be determined by researcher that issues associated with procedures has a significant
impact on investigation processes. In addition to this, researcher is able to specify ways in which
the objectives and aim of research could be narrowed in order to increase focus level. Sample
size depends on the issues identified during the process. Larger sample size helps to enhance
chances of assessing positive outcomes. Literature review is an important part of research to
analyse work according to the area of research.
5.4 Future scope study
There are some further considerations which should be amended in order to increase
effectiveness of research to acquire better results in the future. Sample size for the process of
27

collecting data from participants could be enhance next time in order to have more accurate and
correct information about the investigation. In case of primary data collection method, secondary
could be used to collect information from various sources such as articles, books, journals,
magazines, newspapers, online websites and blogs. This will help to gather information that it
updated with the time in order to acquire positive and relevant data regarding research
effectively. Qualitative data analysis is also an important part which could be used to generate
outcomes according to the relevance of topic.
28

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