Employee Performance in the Hotel Industry

Employee carrying into action in the Hotel Industry1.1 Background In reboundationEmployees be the assets for an organization. This is true because the advantage or failure of whatever organization depends upon its employee too. The importance of an employee in hospitality industry becomes more signifi cigarettet because of its reputation- manpower intensive industry. In hospitality industry and hotel sphere of influence especi wholey it is real important for organizations to stay focused on employee serveance and so how to get sweetening in the employee per changeance.There are m whatever reason of providing schooling to the employees. unitary basic reason is to fill the performance gap after having been identified the same. This gape can be known while having performance rating make. These old age hotels start divulge been fetching continuous efforts to provide more or little practical and relevant instruct to the employees of both the functional res publica of th e hotel concerned. These efforts of the hotels are more towards integration and getting more concrete results. Those hotels earning good profit redeem their well-developed reading systems and they resort to a planned approach to facts of life its employees. This level of hotel organization has regular preparedness telephone lines regardless of its concrete tangible gains or non. There are many hotels where they have different approach to train the employees, that approach is intentional schooling, this includes providing training to all the employees irrespective of their deficiencies and strengths. This kind of approach of training goes on as one of the function of the organization. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Employee performance is more important in this industry because employees are having site interaction with the guest and secondly it is employee of the hotel industry that satisfies its guest. So it is rattling important for the manager concerned to kn ow the factors that affects employee performance.There is a saying that perfection of take in depends on pleasure at job. So pleasure and performance both can be achieved by quality education ab bulge the subject compass and authoritative training of the same. As far as Indian hospitality industry is concerned, a report commissioned by the department of tourism, Government of India, revealed that the yearly demand for clever manpower in hotels and restaurants is likely to touch 29,000 by the year 2010. This figure is likely to increase to approximately 39,000 by the year 2020.And the factual supply of manpower? A total of approximately 18,000 students are being trained in hotel management and food craft annually in the country. Currently, in hotels, attrition rates are at 18-25 per cent per annum, and growing at an alarming rate of 10 per cent per annum. This, exacerbated by an escalating wage bill of 10-12 per annum with a five-year forecast pegged at a minimum increase of 40 per cent over current levels. Thus systematic training will play a life saving role in hospitality industry to counter with the current scenario. www.indiatoday/may2007/page24After having basic information some systematic training and its logical implication to the hotel industry author would like to provide definitions of the key barriers of this look for.1.2 DefinitionsTraining means culture some upstart things for increment or evolution of the turn tailings personnel. Training is becoming a needed for having dexteritys and attitudes as a part of each individuals working life for the higher performance.Performance Management it is a process which is designed to improve organization, team and individual performance and which is owned and driven by line manager. Fool.M, Hock.C (2002).Training constitutes a systematic approach to training which includes taking the time to analyze what results the organization needs from its employees, if employees are accomplish those resu lts. A systematic approach includes evaluating approaches before, during and after training to ensure employees truly benefited from the training in ground of enhanced results to the organization. www.managemertthelp.org/trng-dev/basics/sd.htm.Training is a planned process to modify attitude, fellowship or skill behavior through attainment get laid to achieve effective performance in an activity or range of activities. Golssmith.A, Nickson.D, solant goose.S, Wood.R.C, (1997).Training is a systematic process through which an organizations human resources gain knowledge and develop skills by instructions and practical activities that result in improved corporate performance. Frank.M.G, Mary.L, Monchello, BaumJ (1996).1.3 Aim and objectives / Research Questions / Hypothesis1.3.1 Aim and ObjectivesPurpose of this research work is to explore systematic training as a major factor in enhancement of employee performance in service department of hotel Industry.To explore the term Systema tic Training and employee performance in hotel Industry.To explore the determinants of employee performanceTo find forbidden relation between systematic training and employee performance.To explore training as motivational tool that leads to employee satisfaction.To explore the process involved in systematic training1.3.2 Research QuestionR.Q.1 What are the factors that influence employee performance in hotel sector of hospitality Industry?R.Q.2 How systematic training will ensure employee performance in hotel Industry?R.Q.3 What is the mechanism (process or technique) of systematic training? Is training flora as motivational factor?1.4 Rationale behind choice of this research affairEmployee performance is key to success of hotel organizations. So this is a prime area of focus because employee performance leads to organizational success and especially in hotel industry because of its nature that is manpower intensive industry. This is the reason employee performance is alship can al a study of favor. These are the reasons author felt to explore this area with the help of systematic training.1.5 Structure of DissertationThis section is about presentation of the dissertation. First chapter after this substructure section is LITERATURE REVIEW which is chapter No.2, in this section author has presented his secondary research. After that chapter No.3 is METHODOLOGY chapter where in author has explained the methodology used to achieve the set and objectives of this research. After methodology section there is chapter No.4 which is basically ANALYSIS OF FINDINGS with the help of tables and graphs. And at live chapter is 5 which contains CONCLUSION AND RECOMMENDATIONS. After these there is BIBLIOGRAPHY section which is nought that list of references, followed by APPENDIX section which contains sample questionnaire and other additional worldly related with this research.LITERATURE REVIEW2.1 IntroductionLiterature revue section of this report is secondary res earch related to the topic area and aim and objectives established by the author. This section of the research has been proving the research related to the topic area with the help of secondary research. All the variables of this research has been interpreted into account and all viable factors are also explored which is statements and quotes and sayings of scholars.2.2 Significance of performance managementPerformance management requires a willingness and commitment to focus on improving performance at the level of individual or team everyday. It focuses on performance and strength appraisal, performance review and feedback, and 360-degree feedback. All these processes center round improvement of performance levels of the employees. Its main purpose is to improveperformance at all three levels- individual, sort out and hotel. A direct application of performance management is raising competency levels and potential of employees through employee training and development. Training and development efforts need to be think with performance and potential appraisal systems prevailing in the hotel to improve results from training. Concrete gains from such training efforts initiated for employees can be achieved. Where performance appraisal has indicated poor performance, training focused at improving needed performance levels can yield significant improvement of performance by initiating need based professional development programs. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Managing higher performance in a hotel is very very much dependent on adopting a systematic training approach by which training gives ruin results and is more effective for both the individual as well as for the hotel. Training is a planned process to modify attitude, knowledge or skill behavior through learning experience to achieve effective performance in a activity or a range of activities. Goldsmith A, Nicleson D, Solan S, Wood RC (1997)Training includes systematic training, which includ es the different approaches like Analyze, Design, Develop, Implement, and Evaluate. Therefore systematic training means to analyze the needs and training goals of the organization with knowledge and skills to perform according to the hotel needs. Then a design of training system is there by which a training package is developed, which is inclusive of audio-visual, graphics, manuals etc. and at last implementing the package, which is developed. Simply approaches of systematic training provide a variety to next phase as it is a current process. www.managementhelp.org/trng-dev/basics/sd.html.2.3 Types of Training and Development2.3.1 light Training and DevelopmentInformal training and development is rather casual and incidental. Typically, there are no specified training goals as such, nor are their ways to evaluate if the training actually accomplished these goals or not. This type of training and development continues so naturally that many people probably arent aware that theyre in a training experience at all. Probably the most prominent form of slack training is learning from experience on the job. Examples are informal addressions among employees about a certain topic, book discussion groups, and reading juvenilespaper and journal articles about a topic. A more recent approach is displace employees to hear prominent speakers, sometimes affectionately called the parade of stars. Informal training is less effective than formal training if one should intentionally be learning a specific area of knowledge or skill in a timely fashion. Hardly any thought is put into what learning is to occur and whether that learning occurred or not. (However, this form of training often provides the deepest and richest learning because this form is what occurs naturally in life.) www.managementhelp.org/trng-dev/basics/sd.html.2.3.2 Formal Training and DevelopmentFormal training is based on some standard form. Formal training efficacy includeDeclaring certain learning o bjectives (or an extent of knowledge, skills or abilities that will be reached by bookmans at the end of the training), using a variety of learning methods to reach the objectives and then applying some kind(s) of evaluation activities at the end of the training. The methods and means of evaluation superpower obturately associate with the learning objectives, or might not. For example, courses, seminars and workshops often have a form but its arguable whether or not their training methods and evaluation methods actually assess whether the objectives have been met or not.http/ /www.managementhelp.org/trng_dev/methods/slf_drct.htm2.3.3 Formal, Systematic Training and DevelopmentSystematic, formal training involves carefully proceeding through the following phases1. Assessing what knowledge, skills and /or abilities are needed by learners2. Designing the training, including reporting learning goals and associated objectives, training methods to reach the objectives, and means to c arefully evaluate whether the objectives have been reached or not3. Developing the training methods and materials4. Implementing the training and5. Evaluating whether objectives have been reached or not, in addition to the quality of the training methods and materials themselves www.managementhelp.org/trng-dev/basics/sd.html.A systematic approach is goal-oriented (hopefully, to produce results for the organization and/or learners), with the results of each phase being used by the next phase. Typically, each phase provides ongoing evaluation feedback to other phases in order to improve the general systems process. Not all formal methods are systematic. Some courses, workshops, and other training sessions have goals, methods and evaluation, but they are not aligned, or even merged. The methods, in total, do not race the learner toward achieving the training goal. The evaluations are too often of how a learner feels about the learning experience, rather than of how well the learning experience achieved the goal of the training.http//www.managementhelp.org/trng_dev/rnethods/slf_drct.htrn2.3.4 sovereign and Other-Directed TrainingSelf-Directed TrainingSelf-directed training includes the learner making the decisions about what training and development experiences will occur and how. Self-directed training seems to be more popular of late. Note that one can pursue a self-directed approach to informal or formal training. For example, self-directed, informal training might include examples of informal training (book discussion groups, etc.), as long as the learner chose the activities and topics themselves, either for professional or personal reasons. Self-directed, formal training includes the learners selecting and carrying out their own learning goals, objectives, methods and means to verify that the goals were met.htpp//www.authenticityconsulting.com/Other-Directed LearningThis form, of course, is where someone other than the learner drives what training activi ties will occur. Other-directed, informal training includes, e.g., supervisors sending employees to training about diversity, policies, sexual harassment in the workplace. Other-directed, formal training includes where someone other than the learner specifies the training goals will be met in training, how those goals will be met and how evaluation will occur to verify that the goals were met. This form of learning is probably the most recognized because it includes the approach to learning as used in universities, colleges and training centers. This form of learning typically grants diplomas and certificates. Note that this form of training, although readily available in universities, etc., is usually somewhat generic, that is, the program is geared to accommodate the needs of the most learners and not be customized to any one learner. Therefore, a learner may pay tuition fees to learn knowledge and skills that he or she may not recompensefully need.Another form of other-directed , formal training is employee development plans. The plans identify performance goals, how the goals will be reached, by when and who will verify their accomplishment. htpp//www.authenticityconsulting.com/Other-directed, formal training can be highly effective for helping learners gain desired areas of knowledge and skills in a timely fashion. A drawback is that learners can become somewhat passive, counting on the expert to show them when and what they should be doing.htpp//www.authenticityconsulting.com/2.4 Systematic Training ApproachAdopting a systematic approach to training helps ensure that supervisors are getting the most out of themselves and their employees. A systematic approach to training includes the time to analyze what results the hotel needs from its employees, if employees are accomplishing those results, and what training and what training and development approaches are needed by employees to crack accomplish those results. A systematic approach includes evaluatin g approaches before, during and after training to ensure employees truly benefited from the training in terms of enhanced results to the organization. These also have to be linked with performance management. Effective training and development includes using sound principles of performance management and effective training techniques. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)2.4.1 StepsAnalysis- Analyze the hotel needs and identify training goals which, when reached, will equip learners with knowledge and skills to meet the hotels needs. Usually this phase also includes identifying when training should occur and who should attend as learners. Purpose of training compendium is identifying training goals. A training analysis is conducted ultimately to identify training areas and plans for learners to help them acquire higher competence levels and contribute to accomplishment of the hotels goals (usually in terms of a performance standard). Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Desig n-Design a training system that learners and trainers can implement to meet the learning goals typically includes identifying learning objectives, need facilities, necessary funding, course contents, lessons and sequence of lessons.Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Designing the Training Programs-The step requires listing of typical activities involved in conniving training. During the design phase (which is usually closely integrated with the development phase), trainers work from learning goals to design a training system that learners and trainers can implement to meet the learning goals. This phase also typically includes identifying learning objectives, need facilities, necessary funding, course contents, lessons and sequence of lessons. The various training media are selected, e.g. instructor-led, computer-based, worldwide web based, self-directed, interactive and computer-based, or multimedia. Therefore this design phase can also include identifying evaluation criteria to evaluate if course content is understandable by learners. There are some points considered for the phase which are as follows The nature and type of training that is to be imparted. The anticipated that learners may take to learn the particular aspects desired to be imparted from the training. The financial provisions that can be feasible to be made for the particular type of training. The level of participants group.Formulating Program Learning Objectives-Training programs should be designed by the trainers and/or learners to achieve certain boilers suit goals. Programmes should also include various learning objectives that will help in achieving the overall goals of the training programme. Care must be taken while designing a training programmers learning objectives. These should be designed and worded to the extent that others can clearly understand. These training objectives have to be clarified to the learners in the beginning of the programme so that they know from the beginning what specifically are the programme objective and whether the same have been achieved or not. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Develop Programme development requires developing right from the programme outline to training manuals, trainers manuals, specific cases, so that programme objectives and learning goals can be achieved with optimum efforts for training made. It must be developed and utilize in a manner so that the best results from training are achieved. The way the entire programme is conceived and developed is also an important determinant for the success of the training effort. It contains the following main activitiesDeveloping Programme Learning Activities-Every programme must contain a set of learning activities consisting of a amalgamate of role-plays, exercises, games, instruments, cases, etc. these learning activities have to be compiled discipline and sub- theme wise. Training material must be systematically developed and finally each sub-theme, theme with the help of various learning activities must culminate in concrete learnings. Development requires documentation of all these and compiled a trainees and trainers manuals to use as resource material for conducting programmes systematically. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Develop System of Continuous Learning-Programme can be developed in such a way that the process of continuous learning is in-built in the programme structure itself and learners continue to learn even after the programme is over. Therefore it is important that the process learning must continue. This can be possible through developing mechanisms for reinforcements by the learners superiors, post training follow-ups, and helping learners develop a plan of action for implementing in the place of work both in short term and long term. The techniques to help facilitate occurrence of continuous learning on the various programme themes, has to be planned and integrated into the programme development p hase.Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Implement-This phase involves implementing the developed training package, which includes scheduling and delivering the training materials, and running the programme. This phase can include many administrative activities, such as copying, taken attendance data, billing participants, arrangements for program logistics and support facilities to create a favorable environment for learners. The major activities requiring care in this phase among others mentioned above areSelecting a Trainer-This activity is the most important activity. The appropriateness of the trainer will determine the effectiveness of the programme as well as the cost. The most important consideration when selecting a trainer is if they are well suited to the training design required to meet the learning goals. For e.g, if learners prefer computer-based instruction, then they will benefit most from a trainer only when he will have a thorough understanding of on-line/web e nabled training technologies with a high level of personal mastery. Trainers may be chosen from among the following depending on needs, suitability and costs. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Evaluate-Training evaluation is extremely important phase and preferably, must be make before, during and after implementation of training. Evaluation process must adopt approaches that are practical and relevant. Typically evaluation could be carried out at four diaphanous points of time. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Evaluating Before the Implementation Phase-The evaluation at this point must find out whetherThe planned training package will really result in enhancing the employees knowledge and skills needed to perform the task or carry out the assignment roles.The same has been attended by other employees in the hotel and that how useful have they found.The employees are/will be comfortable with the training pedagogy.Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Evaluating Duri ng Implementation of Training Programme-It requires finding outHow are the participants feeling about the relevance and usefulness of the programme, getting more and more interested or disinterested?Continuously undertake recapitulation before the next day and sum up before the close of the day.A short-programme evaluation could be structured and taken during the middle of the programme to take any corrective action required.Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Evaluating Immediately After Completion of the Training-The training programme must be evaluated properly after the same has been completed. This can be done byGiving each participant a feedback form and taking a structured written feedback.Take the participants verbal feedback to check for anything that has not been covered up in the written feedback. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)Evaluation after closedown of 3-4 Months of TrainingThis is generally done by an expert evaluator from inside or outside the hotel t o evaluate what have been the concrete gains to both the learners knowledge and skills and to the hotel as well. Srivastava.V.N, Shafiq.M, Ghosh.K (2005)2.5 Advantages of Systematic TrainingTraining involves an expert working with the learners to transfer to them certain areas of knowledge or skills to improve in their current jobs. Development is a broad, ongoing multifaceted set of activities (training activities among them) to bring someone or an organization up to another threshold of performance, often to perform some job or new role in future. The typical benefits are as followsincrease job satisfaction and morale among employees.Increased employee motivation.Increased efficiencies in processes, resulting in financial gain.Increased capacity to adopt new technologies and methods.Increased innovation in strategies and products.Reduced employee turnover.Enhanced hotel image.Srivastava.V.N, Shafiq.M, Ghosh.K (2005)2.6 Dimensions of Systematic Training and Development ProcessesSys tematic Training and development processes could be described using two dimensions one for the degree of formality and one for the balance between self-directed and other-directed learning. These two sets of choices result in four overall approaches. That is, one can take an informal approach to self-directed or other-directed learning. Similarly, one can take a formal approach to self-directed or other-directed learning.htpp//www.authenticityconsulting.comThe decision about what approach to take to systematic training depends on several factors. These factors include the amount of funding available for training, specificity and complexity of the knowledge and skills needed, seasonableness of training needed, and capacity and motivation of the learner. Other-directed, formal training is typically more expensive than other approaches, but is often the most reliable to use for the learner to achieve the desired knowledge and skills in a timely fashion. Self-directed, informal learni ng can be very low-cost however the learner should have the capability and motivation to pursue their own training. Training may take longer than other-directed forms. htpp//www.authenticityconsulting.comHighly specific and routine tasks can often be trained without complete, formal approaches. On the other hand, highly complex and changing roles often require more complete and formal means of development, which can be very expensive as a result. If training is needed right away, then other-directed training is often very useful, e.g., to sign up for a training course at a local university, college or training center. Or, a training professional can be brought in. Again, other-directed training is usually faster and more reliable, but more expensive. Self-directed forms of training require that the learner be highly motivated and able to conceptualize their approach to training, particularly in formal training. htpp//www.authenticityconsulting.com2.6 Factors touch systematic Traini ng ProgrammeAfter having a series of discussions with the trainers/management consultants several factors were identified and grouped into which affect the training programmes negatively. Some of the factors which contributed to the negative results of training programmes are grouped as the reasons for failure of a training programme. Some reasons are identified for less effective training programmes and the responses were collected on a five point scale. All the reasons were listed in the questionnaire and the respondents were asked to rate the reasons for the less effective/ poor quality of a training programme. In the opinions of the respondents and the mean values of the reasons for less effective training programmes, the following are the factors, which affect the most of the training programme resultsNo follow up after the training programmes.Too much of individual difference among the trainees.Lack of motivation to trainees after the training.Inadequate opportunity to perform what the trainee has learned during the programme.Resistance to change due to uncertainty of outcomes.Communication gaps at the programmes.Too short duration.Lack of genuine support from top management.Very little planning or troubles in the design itself.( Srivastava.V.N, Shafiq.M, Ghosh.K (2005))Informations of this section have been taken from work of many scholars as a part of secondary research. Based on the secondary research author would like to conclude that to have enhancement in performance of hotel staff systematic training would be a vital factor. Now author will conduct primary research and discuss the concept based on his own experience after having interaction with the samples while conducting primary research. Author will replicate this conclusion based on secondary research, in the conclusion section of this report, while writing conclusion based on primary research.Chapter 3METHODOLOGY3.1 Research DesignA research can be exploratory, descriptive or explanatory. T he determination of a particular research (as whether it is exploratory, descriptive or explanatory) is based on the aims and objectives of the research.Exploratory research seeks to get new insights into the subject, answers the research questions and assesses a phenomena from a new perspective. In other words, such research attempts to understanding or clarifying a problem (Saunders et al, 2005). Further they add that exploratory research goes through the processes of reviewing literature and consulting to experts on the subject through selected methods of consultation. They further put that exploratory research is advantageous in the sense that it is flexible and adaptable to change. Thus while conducting exploratory research a researcher can change his/her direction considering the new data and new insights.On the other end, as according to Saunders et al. (2005), the purpose of descriptive research is to highlight an accurate profile of an event or situation. This research is a lso termed as an extension of exploratory research, where a clear picture of phenomena is required before collecting the data.Finally there comes explanatory research, which according to Saunders et al. (2005), establishes relationship between variables and in such type of research focus is given on studying a situation or a problem (through explaining relationship between variables). In such type of research various statistical tests are conducted in order to examine the relationship.The aim of this research is to examine five star hotels on the basis of systematic training to the staff of service department and staff performance point of views.3.2 Research MethodBusiness and management Research, like any other study, has evolved through years of theoretical foundations and conceptualisations. Research may be defined as something that people undertake in order to find out things in a systematic way, thereby increasing their knowledge (Saunders, Lewis Thornhill, 2003). Research wou ld not be meaningful if it is not done in a systematic way i.e. it should have a clear purpose and data collection should be done accordingly followed by assembling of data collected on with interpretation without which it is not considered a resea