Improving the effectiveness of staff training in a hotel : case study: Hotel X
Uyen, Do Tran Hanh (2013)
Uyen, Do Tran Hanh
Lahden ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013120119197
https://urn.fi/URN:NBN:fi:amk-2013120119197
Tiivistelmä
Operating in an ever-changing and highly competitive environment, it is a must for the organizations in the hospitality industry to constantly provide adequate training for their staff. Training plays a key role in ensuring that the staff is equipped with skills and knowledge required to deliver good customer services.
For that reason, this paper is designed in an attempt to help the Case Company, a five-star hotel located in Vietnam, enhance the effectiveness of its training activities on the staff performance. As the conclusion of the research, the company is suggested to adopt the learning diary and the social network into training. These new learning experiences are believed to increase the staff motivation for learning, which is one of the main issues that the training professionals at the company find difficult to deal with.
The research is done using the deductive approach. Information used in the research is collected from both primary and secondary data, including those from books, articles, websites, the company’s reports and the author’s observation. Besides, the semi-structured interviews with the two core members of the Training Department contribute a significant part in acquiring an in-depth understanding about the Case Company.
In short, the theoretical part discusses the relevant theories and the practice of staff training in the hospitality industry in general. The empirical part studies the training practice in the Case Company and applies the given theories to the suggested solutions. In addition, the current situation of the Vietnamese hospitality industry is analyzed to give the readers a general thought of the reason why staff training is especially crucial for the organizations operating in this market.
For that reason, this paper is designed in an attempt to help the Case Company, a five-star hotel located in Vietnam, enhance the effectiveness of its training activities on the staff performance. As the conclusion of the research, the company is suggested to adopt the learning diary and the social network into training. These new learning experiences are believed to increase the staff motivation for learning, which is one of the main issues that the training professionals at the company find difficult to deal with.
The research is done using the deductive approach. Information used in the research is collected from both primary and secondary data, including those from books, articles, websites, the company’s reports and the author’s observation. Besides, the semi-structured interviews with the two core members of the Training Department contribute a significant part in acquiring an in-depth understanding about the Case Company.
In short, the theoretical part discusses the relevant theories and the practice of staff training in the hospitality industry in general. The empirical part studies the training practice in the Case Company and applies the given theories to the suggested solutions. In addition, the current situation of the Vietnamese hospitality industry is analyzed to give the readers a general thought of the reason why staff training is especially crucial for the organizations operating in this market.