CompanyCHAPTER 1- INTRODUCTION
1.1 Context
With the changing preferences of customers, hospitality organisations must focus on imparting training and development to their staff so that they can easily support the staff in enhancing their knowledge so that they can easily deliver required services to the customers. With the help of training staff, the company will be able to deliver quality services to the customers and it will result in attaining their satisfaction level. To sustain in the competitive environment, the business organisation requires a highly competent workforce as it assists in delivering the required services to the guests and customers. Therefore, lack of training is considered one of the common problems that leads to dissatisfaction among staff and affects their delivery of services to the customers. The concept of customer services plays a significant role within the hospitality industry and further supports the organisation in delivering quality services to its customers. Along with this, it has been critically evaluated that businesses are required to keep their customers satisfied so that they can engage in selecting their services in the future.
With the assistance of training programs within the hospitality organisation, managers can raise the capabilities of employees which will enable them to give their best and superior performance to the enterprise. In addition to this, employee training and development programs play a significant role as motivators within the hospitality organisation (Jodlbauer and et.al., 2012). This is because; such a program helps the staff or employees of the organisation in attaining development and growth within their career. The training will make efforts in giving their best performance to the firm. Thus, it is correct to say that training and development programs will influence the performance which is rendered by the employees.
The present research project will focus on analysing the impact of training and development on delivering services to customers within the hospitality industry. The chapter will also outline the key aim and objectives that support the researcher to conduct a study in an appropriate manner and measure the importance of training and development within Marriott International, UK. Training and development is the key process which mainly engages in improving and improving the skills and abilities of the staff who are working in the hotel so that they can deliver quality and standard services to their customers and guests. For the present research project, the study will be conducted on Marriott International, UK. It is one of the leading global hospitality organisations that have different segment hotels across the UK market. Therefore, in order to deliver quality and standard services to guests, it is essential for the staff to engage in training and development activities so that they may easily enhance their skills and attributes.
Along with this, it is also assessed that to render or deliver quality services to customers, it is essential for the hospitality organisation to train and develop their staff members so that they may deliver quality services. Thus, it directly impacts the satisfaction level of customers and guests who are visiting their hotel. Employee training and development is important in the hospitality organisation as their ultimate aim is to deliver quality services leading to satisfying their customers.
Along with this, the entire research emphasizes on the hospitality organisation and training and development method which is used by them for their employees so that they can easily deliver quality services to their guests. With the help of conducting the research on this topic, it will also support the researcher in investigating different training methods which are used by hospitality organisations for their staff so that they can outcome in delivering quality accommodation and food services to the guests and customers.
1.2 Research aims and objectives
For carrying out the research project in a proper manner aims and objectives have been framed which support the researcher in conducting research in an effective manner. With the increasing need for training and development, human resource management stresses devising strategies that help enhance the skills and abilities of the staff.
Aim- To evaluate the impact of training and development of employees on the delivery of customer services- Study on Marriott International.
Objectives
- To study the concept of customer service within the hospitality industry.
- To assess the methods of training and development adopted by Marriott International.
- To analyze the impact of training and development on service delivery within Marriott International.
- To recommend ways in which customer service can be enhanced at Marriott International through training and development.
Research Questions
- What is the concept of customer service within the hospitality industry?
- What are the methods of training and development which are re-adopted by Marriott International?
- What is the impact of training and development on service delivery within Marriott International?
- What are the ways in which customer service can be enhanced at Marriott International through training and development?
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