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TLH314
International Hospitality Management







CRITICALLY EVALUATE THE IMPORTANCE OF
STAFF TRAINING IN HOTEL INDUSTRY




Truong Hoai Dan Thanh
Student ID: 129148003
Batch number: BTTD5_1315A



BSc (Hons) International Tourism and Hospitality Management





The University of Sunderland

Date of Submission: 24th July 2013








TABLE OF CONTENTS

I. INTRODUCTION:…………………………………………………………………………….1
1. Background of information…………………………………………………………….1
2. Aim of the study……………………………………………………………………… 1
II. HOTEL’S CHARACTIERISTICS:………………………………………………………… 2
III. HOTEL’S CLASSIFICATION………………………………………………………………2
1. By function:……………………………………………………………………………2
2. By star ratings………………………………………………………………………….2
IV. SERVICE QUALITY IN HOTELS………………………………………………………… 3
V. HUMAN RESOURCE MANAGEMENT…………………………………………………….3
1. Definition………………………………………………………………………………3
2. Roles of HRM………………………………………………………………………….4
3. Aims of Training……………………………………………………………………….5
VI. STAFF TRAINING IN HOTEL INDUSTRY……………………………………………… 6
1. Staff training………………………………………………………………………… 6
2. The importance of staff training……………………………………………………….6
3. Benefits of staff training……………………………………………………………….6
4. The process of staff training………………………………………………………… 8
5. Types of staff training……………………………………………………………… 12

VII. STAFF TRAINING IN AN INTERNATIONAL & GLOBAL PERSPECTIVE………13
VIII. CONCLUSION………………………………………………………………………… 14

List of tables & figures………………………………………………………………………… 15
References:………………………………………………………………………………………16























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I. INTRODUCTION:

1. Background of information:
Nowadays, our world keeps changing faster and faster. To be able to keep up with the
trend, the best use of personnel’s capacities is becoming important to the business of
any organization. Hence, HRM is now playing an important roles in the organization
that means people working in HR Department have to be aware of facing and dealing
the implication of internationalization, globalization, workforce diversity, lack of
labor force, technical changes, the contingent workforce, evaluation of working
performance and many current employee’s requirement. If there is any changing of
above factors, the operation of whole business could be affected. So, preparing and
taking control these problems are extremely important to HR Department (Christina
Pomoni, 2009)

One of indispensable and necessary parts of HRM is staff training. “The importance
and staff training has been recognized. Consider a popular and often repeat the
quotation: ‘Give a person a fish, you have to fish him a day. Teach a person to fish,
you will give him for a lifetime’ ”. (Mccleland, 2002). What the person said is to
explain properly how important the staff training is. It is rather to train the staff how to
conquer their work than just provide a job for their income.

Staff training is not only for management to understand properly about their staff, but
also a method for staff to be more professional in what they do. Besides, staff training
gives many benefits to both employees and employers. The right training will help
employees transfer their knowledge to work effectively.

As we all know that, hotel is the place where many types of service offered. Hotel
industry is also a field attracting many people to work. Working in hotel is about
providing service to our customers. Not all employees in hotel industry have
experience in their working because some of them are fresh-graduated; some have no
related education about hotel industry. That is why staff training in hotel industry is so
important for employees.

2. Aim of the study:
The main aim of this assignment is to talk about the Human Resource Management
(HRM)’s definition, staff training and how important the staff training is to hotel
industry.
The assignment will give a clear overview about what roles of HRM, how the staff
training process works, types of staff training, as well as benefits obtained from staff
training to employees and also the whole organization. The example given will be
about staff training of Marriott hotel in Hochiminh city, Vietnam.







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II. HOTEL’S CHARACTERISTICS:

Hotel defined in term of World Tourism Organization (2000) is:

“There are typified as being arranged in rooms, number exceeding a specific minimum; as
coming under a common management; as providing certain services including room service,
daily bed making and cleaning of sanitary facilities; as group in class according to the
facilities and service provided”

Butler (1997) has states that hotel is about “boarding-house”. Inns or guests’ house with bed
and breakfast (B&B) included in unclassified hotels, as well as 1 2 3 4 5-star hotels.

Hotels can be different from:
- Location: coastal, countryside or cities…
- Standard: unclassified to 5-star hotels or resorts
- Ownership” independent, franchised or group-oriented

Besides, Knowles (1998) also says that hotel industry structure may vary considerable.
According to him “star classification of hotels is essentially a guides to the type of hotels,
indicating the character of the accommodation and service it sets to provide. It is based on a
minimum requirement for each star rating level”

III. HOTEL’S CLASSIFICATION:
There are two ways for hotel’s classification: by function or by star ratings

1. By Functions:
Hotel can be classified in many types, which depend on its function in the industry
- Commercial hotel: hotels that standardized service and amenity structure.
- Conference hotel: a specialized of hotel which is designed and built exclusive to host
conference, exhibition, seminars and provides office facilities, as well as leisure activities
(Business dictionary)
- Economy hotel: hotel offering few amenities (J.K. Krishan, 2008)
- Casino hotel: an establishment which a combines casino and a hotel or a building with
both casino and hotel

- Resort hotel: this type of hotel is located in an attractive and natural tourism destination.
The attraction depends on the region; some resorts offer golf, tennis, and scuba diving and
also depend on natural surrounding, there will be other recreational activities. Clienteles
are groups or couples that like adventure with sophistication and comfort.

2. By Star rating:
Hotels can be also classified by star rating as follow:
- Five - star hotel: it will be a luxury and the most expensive hotel/resorts. Some will also
have own golf course and even small private airport (“Hotel Glossary of Terms”, Marsh)
Example: Marina Bay Sands (Singapore), Resort World Sentosa (Singpore)
- Four-star hotel: it can be called first class hotel that has luxury services like massages,
health spa (“Hotel Glossary of Terms”, Marsh)
Examples: Novotel, Amara (Singapore), New Majestic (Singapore)
- Three-star hotel: it is known as middle class hotel with daily maid service, dry-cleaning,
Internet access and swimming pool. (“Hotel Glossary of Terms”, Marsh)
Examples: Bay View hotel (Singapore), Value hotel (Singapore)
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- Two-star hotel: there will be budget hotel, slightly more expensive and usually with daily
maid service. (“Hotel Glossary of Terms”, Marsh)
Examples: 81-chain hotel (Singapore)
- One – star hotel: it is a low budget hotel, inexpensive and may not have maid or room
service. (“Hotel Glossary of Terms”, Marsh)
- No categorized hotel: there are included hotels, cottages, bungalows and other guests’
house with limited services. (“Hotel Glossary of Terms”, Marsh)

IV. SERVICE QUALITY IN HOTELS:
In hotel industry, service quality in one of the most effective strategies that is adopted and
applied in many hotels in the world (Ankan, 1995; Dean et al, 1999; Qu and Tsang, 2000).
Service quality plays an important role in:
- Improving guests convenience like accessible rest room, shuttle service with comfortable
seats; add to guest satisfaction that encourages guest to extend their staying
- Enhancing service provider’s image: Wuest (2001) points that 1-star hotel offer limited
service to reduce its overall cost while 5-star hotel provide almost imaginable service to
the guests
- Establishing a competitive edge: with creative ideas and strongly understand what the
guests need and desire, hotel service provider can be developing, innovate and extensive
service strategies (“The New Imperative, 1998, p.54)
- Customer demand: people always expect the amenities of home like cable TV, newspaper
delivery, coffee and breakfast, fitness facilities and laundry (Wolff, 1998)

Particularly, it is about 5-star Marriott hotel in Hochiminh city, Vietnam. The hotel was
opened in 27
th
September 2007. There are 22 floors with 320 room and 10 suites, as well as
different kinds of facilities and service available. At the level 1, there are a cafeteria selling
cake, junk food and beverages; and a small gift shop. A concierge and reception of the hotel
are located there also. Here, whenever any guest comes, they will be warmly welcomed and
offer a “welcome” drink with candies that will bring about good first impression of the hotel’s
service when they leave. There will be a business center where guests will be provided
services like fax, photocopy, tourism information, booking and check-in flights, together with
meeting at conference room which can contain maximum 500 people at 2
nd
level. The hotel’s
restaurant at level 3 will open from 6:30am to 11:00pm and offer buffet, as well as ala carte
menu. From level 4 to 20, it is for rooms and suites. Spa and gym are located at 21

th
level.
One unique thing of the hotel is rooftop swimming pool with a bar nearby which is gorgeous
view and relaxing for guests.

V. HUMAN RESOURCE MANAGEMENT (HRM):

1. Definition:
HR is about managing people within a business or an organization. HRM was described as a
policy and practice that involve in carrying out people or HR aspect of a management position
that include recruiting, training, evaluating, appraising and rewarding (Gary & Dessler, 2006,
p.4). According to Dessler (2007), the policy and practice of HRM include the conducting of
job analysis, selecting suitable and qualified candidates, orientation for new employees,
providing training and developing program, as well as giving benefits and awards to
employees.

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It can be said that HRM is a mixture of different aspects and HRM should be proactive to
manage people to achieve practical solutions to real work problem that lead to help to ensure
the continuous organizational success (Alan Price, 2007, pp.30-31)

2. Roles of HRM:
HRM plays a very important role in managing people of an organization. Dessler (2006) has
described the three roles of HRM as (1) job analysis, (2) recruiting, (3) training and
evaluating. Since HRM is an organized team, everyone in the team will have his/her own
responsibilities.

(1) Job Analysis:
“Job analysis is the procedure that you will determine the duties of the jobs and the
characteristics of who should be hired for them” (Dessler, 2006)
The basic of all departmental activities is job analysis. In job analysis, HRM will consider
what jobs are being needed that lead to job description and tasks of job, as well as
responsibilities and duties for the jobs will be clarified. Besides, the person taking over of
writing job specification need to be clear about which skills, knowledge and attitudes or
abilities are required.

Job analysis
Job description
Job specification
Task
Responsibilities
Duties
Knowledge
Skills
Attitudes/ Abilities




(2) Recruiting:
By following the job analysis, HR staff will be responsible for recruiting people. They should
know how many and what kind of people are to be hired. Recruiting can be internal or
external. Employees hired from inside of an organization or transferring among branches, or
any kind of promotion are called internal recruitment. Hiring employees outside an
organization by using media, advertisement…is external recruitment (Woods, 2006)

Table 1: Job analysis
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Table 2: Sources of recruitment


(3) Training & Evaluating:
Once selecting of new employees is successfully done, HR needs to train them on the job. An
orientation will be held in the beginning. Next, there will be a suitable training program
provided to the new employees also to make them get acquainted with the work. That will
lead to their fluent working later.

Dessler (2006) says that it is necessary to have an appraisal performance for employees in a
period of working time. The evaluation will encourage employees to work hard and better in
the future that also motivate them to improve their skills and abilities by giving awards,
promotion or compensation.

3. Aim of Training:
Different people will offer different skills, knowledge and abilities in work that can or cannot
fit to an organization’s needs. Some people dedicate to work, while some others just consider
work as their stable income.
Hence, the HRM’s main aim is to fill up the gap between real working performance and the
business’s requirements to achieve greater organization’s successes (Price, 2007)

Amstrong (1992) has stated that HRM’s aim is to achieve organization’s objectives by
utilizing, training and developing employees. It is to motivate employees to work better, also

help to create good conditions of working and establish environment for them to express their
working abilities, as well as creativities and energy. The objective of HRM is integrating HR
policies with plans and strategies for organization’s business.

The HRM of Marriott understands that adequate training will bring about better attitudes of
work to their employees, also help them be used to work task and avoid possible accidents.
According to them, to training every employees individually is impossible because of their
different and separated time of being hired by the hotel, hence it will be cost efficient and
better to organize training a group of new employees (Assistant HR Manager, 2009)






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VI. STAFF TRAINING IN HOTEL INDUSTRY:
“Training is the process that provide employees with the knowledge and skills required to
operate within the system and standards set by management” (Sommerville, 2007, p.208)

According to Mccleland (2002, pp.154-155), training is defined as an activity, which changes
behavior of people. Since staff training is one of Human Resource Management’s important
activities, nowadays, there are more and more organization realizing how important it is to
keep training in a complex and changing workplace environment.

1. Staff training:

In current hotel business, it is about competence in people, especially about qualities of
employees. The qualities of employees are depended on the level of service quality. Hence,
staff training is very necessary for survival and development of hotels. It makes productivity
increase and also employees can get professional knowledge, experienced skills, as well as,
motivate them by providing needed information in work that help them understand more
about how important their jobs are (Yafang Wang, 2008)

Dennis and Nickson (2007) describe that training and development can be considered as a key
factor in the implementation of Human Resource Management Policy and Practice. Staff
training is always included as an important development strategy of successful hotels.

2. The importance of staff training:
Since staff training has an important part in hotel industry and also the key function of Human
Resource Management, it becomes a path of encouraging employees to work, as well as
increase productivities of the business (Mccleland, 2002)

Together with technologies’ development and business environment, employees, today, are
required to be more and more high qualified and skilled. Even though you can be good today,
tomorrow you would be able to be out of the line if you do not keep studying to improve
yourself. Hence, staff training is needed for employees to compete among themselves with
others. (Yafang Wang, 2008)

Training is one of main aspects that include principles at working, professional skills and
knowledge. Staff training offers employees these essentials. It also helps business requirement
and personal abilities to match with each other (Train01, 2009). Lack of training of poor
training will lead to high labor turnover or the delivery of substandard products, as well as
services (Sommerville, 2007)

As such a large hotel like Marriott with many good services provided, the HRM knows that it
is requirements to the hotel to have good staff that can help the hotel improve service quality.

To get this, hotel staff training is needed so the staff will be good and professional at skills,
knowledge and attitudes when working and being able to provide the best services to guests.

3. Benefits of staff training:
The capabilities of employees are affected by staff training, which also strengthens their
competitive advantages. Professional abilities, as well as personal characteristics can be
improved by effective training program. Not only employees, but organization and
management also benefit from staff training. Besides, guests and customer benefit, as well
because of the received quality of products and services (Sommerville, 2007)
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Moreover, training is also regarded as the improvement in employees’ skills. It can make
positive contribution to the employees’ empowerment. Some specifics benefits were
identified by Amstrong (1992) and Kenny et at (1990):

In Marriott hotel, Vietnam, hotel staff will be introduced about each hotel’s department. Then
staff will have chances to discuss various topics daily about beverage knowledge, table
knowledge, customer service knowledge…and of course, training of English is also involved
twice a week with skills of reading, speaking, and listening. Most topics given to discuss are
about hotel industry. These above activities will be planned, design and organized by
Marriott’s HR department.

When being asked about the training’s benefits, two-thirds of hotel’s staff say it is “to
motivate and help them perform work better, achieve closer their personal goals”, they also
consider this factor as the most important of staff training. Half of the rest says it is “to help
organizational growth” and the rest is “encouraging of self development and self confident”.

Few employees said they did not get self - confident and self - development at all.

When designing the training program, the HRM always thinks about the benefits given to not
only the employees, but also the organization and management.

Benefits for employees:
- Increasing of their job satisfaction and recognition:
What is about work will be introduced clearly to employees during the training. From that,
employees will know properly how and what to do, what role the job will play in the business
of the organization. So the employees can understand their works best.
- Encouraging of self development and self-confident for employees:
After being trained, employees will understand what role their jobs play and how important
the jobs are with adequate information, experiences and knowledge obtained from the training
time. They will feel more confident with work they are about to do and can provide better
services
- Motivating employees to achieve close their personal goals:
During the training time, not only professional skills and knowledge are gained, employees
also are brooded the choices on setting their career target. They will have the opportunities to
know about other positions, as well as increase their abilities of getting promotion.
- Making employees more effective in work:
By learning from practical experiences, the employees will get knowledge of how to choose
right methods to solve problems or complaints of customers and guests. And also by training,
employees get acquainted with the work tasks, advanced high technologies that help them
more effective in improving their capabilities, as well as make productivity increase.

Benefits for management and organization:
- Aids in evaluation of employee’s performance:
People taking responsibilities for training staff need to find out the employees when training.
So that good results can be obtained by getting to know properly who is quick learner and has
better knowledge, skills then different types of training can be chosen and applied correctly.

Besides, when training starts, employees will be provided all principles and policies of the
hotels, so hotel can sustain more standards and system to help the training effectively.
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- When training considers safety training as an integral part of the program, the outcome
would be in term of health ad safety at workplace
- Level of labor turnover and costs of redundancy schemes and recruitment can also be
reduced once displaced staff is retrained.
- When a good understanding of organization’s mission and objectives are achieved
through training, identification with the organization will be fostered.

Here, Marriott has its own training program that is called key to success. The training
program is divided in levels. The lowest level will be about introduction of hospitality and
service for employees so they can understand about hotel’s culture and service. Next, a test
will be given about hotel’s service and other safety issued to check how much they
understand about hotel industry’s operation. Next levels will be F&B service in room,
housekeeping… Depending on the working experience of employees, the test will be more
detailed and knowledge. The longer time they work in hotel, the more skillful and
professional they are and the higher level they will have to achieve. The HRM of the hotel
believe training program will help to improve the quality and abilities of employees and also
bring benefits to themselves, as well as the hotel’s business.(SKNVibes business 2006.)

4. The process of staff training
Poor and inadequate training will become a source of frustration for anyone involved. To
maximize the benefits of training, HRM needs to closely monitor the training process
(Fitzgerald, W.1992)

According to Margaret Foot and Caroline Hook (2002), all people involved in training and
development at work need to be aware of key stages in the training process which is often
referred as the training process.
Besides, Boydell (1983) has defined training as systematic process of intervention to improve
the current skills, knowledge and attitude. There are 4 phases in the process: (1) Access
training needs, (2) Design of training, (3) Implementation, and (4) Evaluation of training.

Table 3: The Training process (Boydell, 1983)
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(1) Access training needs:
“For training to be effective, it is necessary to discern the training needs not only for the
individual and group but also how their needs fit the overall organizational objective”
(Beardwell & Holden, 1994, p.340)

Training need can be done through three levels: organizational needs, tasks/occupational
needs and individual employees/person needs (Boydell, 1983).
Stewart (1999, p.149) has defined these three levels as follow:
- Organizational needs: skills, knowledge and attitude which all members of the
organization will be required to develop
- Task/occupational level: what any individual needs to know and clearly understand and to
be able to do in their jobs
- Individual employees/person needs: individual training needs exist to extent that there is a
gap between skills, knowledge and attitude.

All information for training needs can be conducted from supervisors’ management, customer

or other sources like survey, observation at work, and performance appraisal results.

(2) Design of training:
It is the first key to develop specific aims and objective for training program (Stewart, 1999)
When designing a staff-training program, it is important to understand of learning and
theories, since different types of learning will bring about different types of process required
(Downs, 1995)

Training design can start with the identification of goals and objectives that need achieving.
Training staff of the organization, also sometimes by outside consultants often does it.
The objectives of training design are critical elements which should be written properly so it
can be decided con the contents, methodologies and durations of the program.

(3) Implementation of training:
The design of training needs can be said to take into account the type of learning objectives
and the individual; learning styles of learners. Reid and Barrington (1997) suggest a list of
methods that can be used for decision relating to what types for training to implement:

- On-the-job training: watching and training employees when they are undertaking the
normal routine
- In-house course: courses held in house may include “a regular program of generic-type
training alongside events arranged for specific needs”
- Planned experience outside of the organization: visit and secondments to competitors or
clients.
- External course: courses run by external provider that may bring about formal
qualification and accreditation
- Self-management learning: individual employee will be involved in their self-
development and encouraged to reflect on their learning requirements.

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(4) Evaluation of training:
It is the final stage of the training process. Bolton (1997, p.125) defines it as “any attempt to
gain information on the effect of a training program, and to access the value of training in the
light of that information”

To evaluate the training program, these questions must be posed (Reid and Barrington, 1994):
- Why is evaluation required?
- Who should do it?
- What aspects should be evaluated and when should it be done?
- What kind of measurement will be used?

Besides, Beardwell and Holden (1994) pointed that “while it is relatively easy to evaluate a
formal off-the-job course, much on-the-job training often take places in an informal way,
which is usually subjective and open to wide interpretation”

Evaluation not only the last step of training process, it is also at the same time a starter for a
new training circle (Nickson 2007, 158-164)

As it was said above that Marriott has its own training program, and since hotel’s business
now is standing in a fast and competitive changing environment, it can be seen from the
figure below that most employees chosen are from 18 to 35 years old. The HR department
understands that young employees from 18 to 25 are interested and prefer attractive
information and training program to theories so they design suitable training methods for

them like on-job-training or external course while the rest from 26-35, they can accept both
theories and practice like in house course and on-job-training. During training time, there
must be observation from managers, supervisors or trainers to ensure employees do in right
direction. By this way, staff training of the hotel can be improved effectively.


Figure 1: Age of hotel’s employees.


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More over, half of hotel staff have 0-2 year working experience, so they need training more to
be skillful and professional at working in the hotel. By training them, managers, supervisors
also have chances to make a revision about their knowledge, practice their skills and also
have more experience in training employees.


Figure 2: Employee’s work experience


After training time, most of hotel’s employees said that staff training is really important and
required and evaluate that training is value for them. Since they had adequate introduction of
general information and get familiar with working environment, the training were planned,
designed and organized will so the felt satisfied with what they learnt from it. Besides, some
employees dissatisfied and complained that training took too much time that sometimes
makes them work overtime for it and its contents are repeating, too much theory, sitting a
long day in the training room (Training Manager 2009). However, trainers had different

opinions about repeating training, they thought repeating training was a chance to improve
employees’ mastery of knowledge so they could provide better services and attitudes when
working. Therefore, employees and management team need a better communication so that
they can be willing to be trained and learn more. Figure 3 below will show how the
employees satisfy with the training program

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Figure 3: Satisfaction of training


5. Types of staff training:
To make training program more attractive and effective, HRM of the hotel also offered
various types of training, so employees can choose which type is suitable for them to attend.

Training by location:
Depend on the location where trainings held, it will be separated in to in-house training, on-
the-job training (ojt) or outside training
- HR department will take organize in-house training by using hotel facilities like meeting
room or staff canteen
- Individual department or team leader usually does OJT. There will be experienced
employees training new staff (Dessler, 2006)
- Outside training will refer to seminars or conference or sometime going oversea to other
“brother” hotel for training

Training by contents:

- Apprentice training: help to build up good relationships between employees themselves
and also management department.
- Certification training: employees will get professional certificate on theorical or practical
test that aims to improve their skill, as well as motivate them once they pass the test
- Language training: hotel employees will be required to be able to speak as least one or 2
foreign languages for different departments or positions. As an international language,
English is required for most staff to be familiar with. Different hotel’s location may
require another foreign language
- Hotel service training: provides hotel staff knowledge of telephone techniques, guest’s
relation, sales skills, as well as safety and first-aid…
- Cross training: is used to assist hotel staff to get more skills and knowledge from other
departments.
(Walker, 2007, pp.597-598)

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Training by attitude:
That people do not have right attitudes and necessary knowledge is the reason why they
cannot manage the business well. Hence, the hotel leader’s attitude will be made to change to
adapt to the social development (Chen, Ying and Xu, Wenyuan; 2004)

Other types of training in the 21st century:
- Training for the prevention of sexual and racial harassment
- Diversity training
- Wellness training
- Safety training
- Cross-cultural training

VII. STAFF TRAINING IN AN INTERNATIONAL and GLOBAL PERSPECTIVE:
Since hotel business is on an international and global level, staff training also has to be
internationalized and globalized. There is also a need of cross-cultural training when training
is planned and designed. Training of language now is very important to international staff
training. (Nickson, 2007)

Various methods of staff training in hotel industry are gone through by International HRM
such as attending lectures or courses in different class or training schools; using many
materials like movies, reading, audio guides… Practical information also should be given
when doing training. Employees need training well to solve the problem of possible cultural
misunderstanding or even conflicts. Meeting with other foreign employees will give more
chances to trainees to understand better about their work (Decenzo and Robbins, 2007)

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VIII. CONCLUSION:
In hotel industry, now, HRM is very important and necessary when dealing with people. A
good relationship between employees and management is one of basic requirements for an
enterprise. The most effective way to improve employees is staff training. Therefore, today,
staff training is considered much in any hotel industry, as well as any kind of business
organization. It brings about benefits like shortening of time to study, increasing effectiveness
of work, helping the company and employees themselves to compete with the fast changing
global environment, also reducing of wastage and damages

From the case of the Marriott hotel in Hochiminh city, Vietnam; it can be said that the
training is very important and need to be considered. However, there are still problem
existing:
- Some employees do not recognize the training’s importance and what benefits they can
get from it
- Lack of good communication between employees and management team. Management
team has not know how and what to do to handle employees’ complaints about the
training

- Few employees do not get self- development and self confident after training
To solve these problems, some suggestions are given:
- HRM should explain clearly about the aims and objectives of training to employees. How
they can benefit from it. Besides, HR department also need to plan to invite employees or
trainees from “brother” hotels to visit the hotel and organize meetings for them to talk
about their work experience. That is good to remind the hotel’s staff of training’s
importance.
- Increasing communication between employees and management by using feedback form
so that management team can understand more clearly about their employees.
- Guiding employees to the correct directions is to help them improve themselves, customer
service, but not for promotion or competition.

Finally, the importance of staff training is helping the hotel’s HR Department to deal with
current problems. Time and the cooperation between employees and management team are
required to get improvement in the training.

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List of tables:


Table 1: Job analysis……………………………………………………………………… 4
Table 2: Source of recruitment…………………………………………………………… 5
Table 3: The training process……………………………………………………………….8
Figure 1: Age of hotel’s employees……………………………………………………….10
Figure 2: Employee’s work experience……………………………………………………11
Figure 3: Satisfaction of training………………………………………………………… 12

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