COVID-19 Impact: Training & Development in Hilton Workforce Management

This report investigates the significance of training and development in managing the workforce within the UK hospitality sector, specifically focusing on Hilton, both before and after the COVID-19 pandemic. The study aims to understand the concept of training and development, analyze factors affecting employee management in pre-COVID situations, assess the influence of training and development in post-COVID scenarios, and recommend strategies for workforce management. It uses a qualitative research approach, drawing from literature to explore themes such as the role of training and development, factors affecting employee management before COVID-19 (e.g., social recognition, cognitive biases, communication), and the impact of training and development after COVID-19. The research highlights the challenges faced by the hospitality industry due to the pandemic, including decreased revenue, changes in customer demand, and increased competition, emphasizing the need for effective training and development strategies to adapt to the evolving environment.

Research Project

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
Background..................................................................................................................................3
Research aim and objectives........................................................................................................3
LITERATURE REVIEW................................................................................................................4
RESEARCH METHODOLOGY....................................................................................................7
Research Type:............................................................................................................................7
Research Approach:.....................................................................................................................7
Research Philosophy:...................................................................................................................7
Data collection:............................................................................................................................8
Sampling:.....................................................................................................................................8
Data analysis:...............................................................................................................................8
Reliability and validity:...............................................................................................................9
Ethical considerations..................................................................................................................9
Research limitations.....................................................................................................................9
DATA ANALYSIS.........................................................................................................................9
CONCLUSION..............................................................................................................................18
RECOMMEDATION....................................................................................................................19
REFERENCES..............................................................................................................................20
APPENDIX....................................................................................................................................22

Topic: To assess the significance of training and development in managing workforce in the
context of pre and post COVID situations within UK hospitality sector: A study on Hilton
INTRODUCTION
Background
In this era crisis has been the reason for the down fall of many industries which is the
reason for the growth in the economy and significance development of opportunities. From this
study the impacts of the training and development in the management of working in the
hospitality industry is going to be analysed for Hilton in specific. Role of in-persona training
before and after crisis is going to be studies regarding its effectiveness for managing employee
performance. In this study the different methods are going to be used for being able to analyse
the performance of employees during crisis in the hospitality industry.
Research aim and objectives
Aim
The aim of current investigation is to measure to role of training and development for
management of employees with relevance to pre and post Covid situations at Hilton hotels.
Objectives
 To develop understanding about the concept of training and development for managing
workforce.
 To analyse factors affected employee management in pre Covid situations in hospitality
sector.
 To assess the influence of training and development in management of work-force in post
COVID situations in Hilton.
 To recommend strategies for management of work-force in both pre and post Covid
conditions for Hilton.
Research Questions
Q1- What is training and development and how is it related to management of workforce?
Q2- How did the Covid-19 affect the employee management in Hospitality industry?
Q3- Which are the strategies that can be used for managing work-force in both pre and post
Covid conditions for Hilton?
Significance of the study

In this study the research topic is very important as it would help in finding ways in
which crisis can be managed through training and development. It helps overcoming the project
and its associates for delaying in order to minimise the negative impact for hindering the
progress of the project. It would also help and provide the key policies that would make the
provision effective for the employee in order to safeguard against the crisis.
Research Rationale
For this research a particular topic that is going to need to manage employees the crisis in
hospitality industry. It would help the researcher found the potential problems that the managers
have to face during the training and development of the project. Hence, it can be said that
professional knowledge is going to help understand the importance of this research during the
times of crisis.
LITERATURE REVIEW
Theme 1: The concept of training and development for managing workforce.
According to Sung and Choi, 2018 training and developing initiatives are related
educational activities which is performed within organisation as well as it is designed for
improving job performance of an individual or group. That kind of programs are typically
involved in order advancing worker's knowledge and skill sets and instilling greater motivation
in order to enhance jobs performance. Training programs can be conducting independently with
focus of learning administration system as well as with goal of employee long term development.
There are some of common practices which are included orientation, classroom lectures, case
studies, simulations and computer based training for employees. Further, employee training and
development help for updating employees skill and knowledge in order to perform job that end
the results for increase work efficiencies which is help for increasing productivity of company.
This is help for providing surety employees oddness which cans bes reduced and learning &s
development that are official going educational activities that is designed by fulfilment and
enhancing performance of employees.
In addition to this, Fletcher, Alfes and Robinson, 2018 said that there are different types
of activities are link with employee training and development which is help for convey the
employee performance in order to better assigned job that also help by motivating employee in
order to give better result by performing appraisal so that employee can eligibility for promotion

and salary increment. Training and development can be identified as one of the important role in
human resource function which is considered as integral parts of human resource department
activity. With the help of using training and development it is beneficial for focused towards
improvement of manpower of company. This is help for development of activities which can be
motivated employees in order to improve organizational commitment towards growth and
manpower which important part of training and development activities for creating the best
talent pool in organization instead of hiring staff that skilled and trained for particular job
profile, training and development activities which can be run for cheaper source of internal
skilled employees.
Theme 2: To analyse factors affected employee management in pre-covid situations in
hospitality sector.
Bhatti, Shah and Abbasi, 2021 said that there are different types of factor which are
affecting employee management such as social recognition, it is related to the workplace
recognition that motivates employees as well as by providing sense of accomplishment which
make employee feel valuable for their work. This is help for boost individual employees
engagement in order to found by increasing productivity and loyalty of organization which is
leading higher retention. This is affecting because employee recognition is not personalized it is
often related to leaders who have same manner that is necessary to recognize.
Then, cognitive biasness is common factor which impact how they make decision in
order to interact and collaborate with others. Also, it is related to recognize and rewards people.
In order to focus on cognitive biases it will keep lying ourselves and falling into common traps in
order to perpetuate false judgement and misconception. This is related to the tendency which
help to make decision in order to take actions in unknowingly. For instance, in hospitality
industry it is might subconsciously make selective uses of data which might feel pressured for
making decision by powerful colleagues. However, cognitive biasness impact employee by
change their perception if they get differentiate between others as well as it is necessary to focus
more on biasness.
In addition to this, Vincent, 2020 it is analysed that communication is one of the
another factor which impact on employee management. In hospitality industry it is necessary to
work on the basis of proper communication which help for improving all the pattern of
communication. However, employees are not following the correct way of communication that is

why it create miscommunication as well as it is necessary team to communicate effectively by
overwhelming and confusion in new way of working. In order to adopt work environment tool its
is necessary to make communication which can be centralized by manager or top management.
When employee having good communication skill it helps by build rapport with guests, resolve
conflicts and creating positive overall guest experience. Those who have good communication it
help by convey their idea in clear manner as well as it help subordinates by understanding the
requirement from positively contribute to organization.
Theme 3: To assess the influence of training and development in management of work-force
in post COVID situations in Hilton.
Vincent, 2020. said that pandemic is one of the tough situations faced by all the industry
as well as it is impacted negative by influencing for unpredictable on both revenue and supply
chains. In order to make decision it is analysed that there were so many restaurants, hotel, park
were closes because of not generating enough money after covid-19. There are different factor
by which hospitality industry affect such as values creation, development of relationship with
partners , ICT and customer relationship management. Due to change in customer demand it can
be said that it is there are different types of problem faced by customers by getting better service
after Covid 19. Most restaurant and hotel were closed by not getting enough money to pay their
staff. Also, there were change in regulatory such as data security, compliance, credit card fraud.
Consumers protection is one of the important part of getting support by take care of customer
demand. The competition were increases from hotel industry alternatives like Airbnb. Also,s it
has been analysed that it has been 2 years there are covid-19 pandemic destroyed the growth
completely which affected by threaten the environment and development. On the basis of
hospitality net it has been analysed that the values of Hilton is lower than Airbnd which is impact
by not understanding as good competition.
In addition to this, Bhatti, Shah and Abbasi, 2021 analysed that technology using by
hotel are not very effective that is why it is impacted by day to day operations as well as forced
to re-evaluate theirs marketing efforts in order to capture the ever growing online market. There
are lots of hotels in UK which can embraced th internet in order to understand all the aspect
which can be applying all the practices. In that kind of situation it is typical to trained employee
on the basis of current trends. Also, there are less income generated by organization and that is
why it is typical to provide training to employees because it might cost high. On the other hand,

it is analysed that there are poor customer satisfaction after pandemic because they expect better
source in order to see the increases in competition.
RESEARCH METHODOLOGY
Research Type:
There are two types of research such as quantitative and qualitative in which qualitative
research has opted for present report because it helps to deal with theoretical concept. Qualitative
research is used by making it more effective and authentic method that is help for learning about
the impact of training and development during pandemic and help for answering research
questions (Mohajan, 2018). In addition to this, qualitative method has contributed in analysing
viewpoints of various authors and mad literature review more accurate. Then, quantitative
research methods will not choose by scholar because it is mainly based on number and figures
that is not suitable for topic. For the theoretical study qualitative study will not be beneficial in
order to achieve the aims of study.
Research Approach:
Research approach is related to the plan and procedure which consisting steps that have
broad assumption to detailed methods of data collection, interpretation and analysis. Research
approach classified into two such as inductive and deductive. For the present study inductive
approach has been used which is help in order to make qualitative study which is more authentic
(Mishra and Alok, 2022). Then, reason for adopting this method is understood and analysing
details that are related to identify the significance of training and development for managing
workforce in hospitality sector by consider the situation of pre and post covid-19. Also, this
method is used for contributing answering al the research question that help for achieving
objective effectively. In addition to this, research approach can be characterized on the basis of
application of standardize methods that can be employed in different sceneries.
Research Philosophy:
This is belief on the basis of way by which data should be gathered, analysed and used.
There are two types of philosophies such as positivism and interpretivism. For the present
research interpretivism is used for study which help by carrying out existing factor that help by
collecting data for research (Pandey and Pandey, 2021). Also, this research methodology help for
collecting information that can be used in qualitative method because it helps by making more
authentic. Interpretivism is based on theoretical aspect that are help present study in order to

provide the benefit of collecting and data regarding change in taste and preference during
pandemic.
Data collection:
Data collection is related to the method of collecting information on the basis of relevant
variables that is necessary to predetermined way by which scholar can provide necessary
research questions. There are two types of data collection method that can used accordingly such
as primary method and secondary method of collection of data. Primary research is first-hand
data that can be collected by direct through respondent in order to focus on getting authentic
information which is provided surety of correct information. On the other hand, secondary data
can be collected on the basis of previous research in which has done before by someone else.
Also, secondary data help for providing second hand information from books, journals and
articles. For the present research it can be said that there are both the method of collection of data
can be use by scholar in order to analyses the significance of training and development in
hospitality industry by post and pre pandemic.
Sampling:
Sampling is refers as practice which is related to statistical analysis in which
predetermined number of observations which is taken from larger population. There are two
types of method of sampling in which one is probabilistic and another one is non-probabilistic.
For the present study researcher opted the simple random sampling under probabilistic approach.
In addition to this, there are 30 employees of Hilton Hotel will be taken for sampling in order to
focus on gather information related to their point of view which is regarding the change of post
and pre pandemic situation for employees training and development (Newman and Gough,
2020). It is one of the easiest method in sampling as it involves participant according to their
willingness to participate in the study. Although the questionnaire has been distributed within
key operation sector of company as well as contribute to the unequal representation of
customer.
Data analysis:
Data analysis is related to performed by collecting data in order to accumulate all the
necessary point of study as well as it help to carry out on the basis of surveys which is related to
sufficient information that is necessary for review. For the present research it is necessary to use
the pie charts, graphs and table which help by analysing critical restriction for investigator of

study. Then, for the present study thematic analysis has been used for represent the collected data
in order to interpret key findings of study. Also, with context to analysation of responses it is
necessary to collect from survey the research that was able to be analysed in order to help of
perception test techniques. That technique is help in order to analyse the qualitative data
effectively.
Reliability and validity:
For the present research it is necessary to makes study which has been collected from
authentic sources ass well as it is one of the important part of study. Then, all the article have
been taken for consideration as well as this topic deal with current time. In order to maintain
credible of study and validity it is expected that copyright website which has been used for
correct information has considered (Snyder, 2019).
Ethical considerations
For being able to comply with the ethical aspects of the research consent forms have been
filled by the respondents which have taken part in the survey required for the primary research.
The information collected from these respondents have been kept confidential that has helped in
the development of a thematic analysis that is going to help in the realization of the research
issue. Further the references list shows the list of the scholarly articles that are going to be used
for this research and also that the work has not been copied.
Research limitations
There are certain limitations that are has limited the scale, depth and the accuracy of the
research such as Time, money and unavailability of different resources. Due to the lack of
resources available the research was limited to the options that it had and was not able to gain
depth in understanding and creation of proper knowledge and understanding of the growth.
Current study about the SPSS has to be considered as the reason that helps in the development of
the thematic analysis that is going to help the overcome the limitations for this study. In this
study the time factor was the reason due to which less amount of respondents was taken for
sampling. Lack of time and money was the reason for making this a qualitative study.
DATA ANALYSIS
Theme 1: Yes, employees at Hilton are aware of the concept of training and development.
Are you aware of the concept of Training and development?
Yes 22

No 8
As per the results of the individual the concept of the training and development has been
considered to be known to majority of the employee at Hilton. This shows that the business has
been using training and development as the resource for being effective and strategically correct.
Armstrong and Landers, (2018) has explained that the educational activities in an organization is
said to help the business to improve the job performance of an individual. These programs are
said to have influence at the worker’s knowledge and skills set and also the instinctual
knowledge that is important for the times such as Covid-19. Training and development is said to
provide the employees with greater motivation at the job performance and also enhances their
own growth as far as their futures are concerned.
Theme 2: Poor training and development can create negative impact on management of
workforce.
Does poor training and development create a negative impact on management of workforce?
Strongly agree 19
Agree 5
Neutral 3
Disagree 1
Strongly disagree 2

According to response of the respondents this themes explains how the negative impact
on the management of the workforce is there when there is lack of training and development. It
shows that the employee believe that the training and development have been able to introduce
positivity in the organization. The study of Rahayu, Rasid and Tannady, (2019) added that the
training and development allows company like Hilton to gain and retain top talent for increasing
the job satisfaction and morale. It has been considered to be the key towards the improvement in
the productivity and also increases company profit. Hence, having training and development only
has positive impact on the organization.
Theme 3: Training and development is the most important factor in employee management.
Which is the most important factor that affect the employee management?
Training and development
18
Communication 10
Employee recognition
2

Training and development has been recognized by the employee of Hilton as the most
effective factor of the employee management practices. It has been considered to be the reason
behind the ways in which the employees can gather the success that is required for the
achievement of the operations. Communication and employee recognition are also important but
training and development is said to provide the key features required for managing the
employees. Paposa and Kumar, (2019) has been able to find that the training and development is
able to set the culture at the organization that can help it to manage difficult situations. This
shows that it is the most important feature for an organization to take part in for management of
its work force.
Theme 4: Employee management in Pre-Covid situations is very important.
Is employee management in pre-Covid situations is essential for hospitality industry?
Yes 23
No 7