THEORETICAL FRAMEWORK OF TRAINING AND DEVELOPMENT
Concept of Human Resources
John R Commons, an American institutional economist, introduced the term "human resource" in his 1893 book, The Distribution of Wealth It gained prominence in the 20th century when companies started viewing their employees as valuable capital assets within their organizations.
Human resources encompass the individuals within organizations, regardless of their size or type, who possess the potential to contribute to both organizational growth and broader socio-economic development (Henry, 2016) Additionally, they represent a combination of internal and external factors that foster creativity and drive the achievement of organizational goals (Milkovich & Boudreau, 2005) Furthermore, human resources are defined as individuals capable of generating both material and spiritual wealth for society, reflecting specific quantities and qualities at any given time (Tran Xuan Cau & Mai Quoc Chanh).
An HR department is a vital part of any business, regardless of its size, as it manages all aspects related to employees, including recruitment, onboarding, training, promotions, payroll, and layoffs Its primary goal is to enhance employee productivity while safeguarding the organization from potential workforce issues Consequently, human resources are crucial for the success of any enterprise, influencing its current standing and future growth in the marketplace.
Traning
Training, as defined by Edwin B Flippo, is the process of enhancing an employee's knowledge and skills for a specific job It focuses on developing essential skills required to effectively perform particular tasks in the workplace.
The term training refers to the acquisition of knowledge, skills, and competencies as a result of the teaching of vocational or practical skills and knowledge that relate to specific useful
The five core competencies are essential for apprenticeships and serve as the foundation for programs at institutes of technology, technical colleges, and polytechnics Beyond the fundamental training necessary for a specific trade or profession, labor market experts emphasize the importance of ongoing education to sustain, enhance, and refresh skills throughout one's career.
A company's strategic initiative to enhance employee learning focuses on developing essential job-related competencies, including critical knowledge, skills, and behaviors necessary for effective job performance The primary objective of this training is to ensure employees master these competencies and effectively integrate them into their daily tasks Training serves as a key solution among various options aimed at improving overall performance.
Training is a crucial process aimed at enhancing skills and expanding knowledge, enabling employees to perform their current roles more effectively and preparing them for higher positions with increased responsibilities.
Training serves as a crucial subsystem within an organization, aimed at minimizing randomness and facilitating structured learning or behavioral change Its primary objective is to bridge the gap between current performance levels and desired outcomes Training objectives can be classified into various categories to enhance effectiveness and focus.
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Figure 1.1: Objective of employee training
- Individual Objectives – help employees in achieving their personal goals, which in turn, enhances the individual contribution to an organization.
- Organizational Objectives – assist the organization with its primary objective by bringing individual effectiveness.
- Functional Objectives – maintain the department’s contribution at a level suitable to the organization’s needs.
- Societal Objectives – ensure that an organization is ethically and socially responsible to the needs and challenges of the society.
Investing in employee training is crucial for the long-term profitability of small businesses, as it enhances the quality and productivity of both new and existing staff Retaining skilled employees and providing ongoing development opportunities enables them to adapt to evolving job demands, ultimately contributing to the overall success of the business.
As employees enhance their value to both the company and society, they often experience increased self-worth, dignity, and overall well-being This growth typically leads to a larger share of the financial rewards stemming from their heightened productivity, fostering a sense of satisfaction as they achieve both personal and organizational objectives.
Employee training generally can be categorized as follows:
Figure 1.2: Types of employee training
On-site training utilizes real work environments and equipment, allowing experienced employees, such as managers and supervisors, to mentor less experienced staff This hands-on approach ensures that training occurs in a typical work setting, enhancing skill development with the actual tools and resources used in daily operations.
7 documents or materials that trainees will use when fully trained On-the-job training has a general reputation as most effective for vocational work
The major five techniques for on the job development are:
Job rotation is an effective training method that allows trainees to move between different job assignments, enhancing their knowledge and experience across various roles By exposing employees to diverse tasks, organizations can develop a versatile workforce equipped with a broad skill set This approach is beneficial across all sectors and levels of an organization, fostering overall employee growth and adaptability.
Coaching is a vital process that fosters a one-on-one relationship between employees and supervisors, focusing on both theoretical and practical development Many organizations choose this training method to enhance worker skills, pairing employees with dedicated coaches who provide tailored guidance and regular feedback to ensure continuous improvement.
Job instructions involve a structured, step-by-step training process where a trainer guides a trainee on job execution, correcting mistakes along the way This program equips employees with clear instructions to perform their tasks effectively, allowing them to apply their skills while seeking feedback and reviews as needed.
Committee assignments involve a group of trainees tasked with collaboratively addressing a real organizational problem through discussion This training method includes organizing meetings or seminars where participants are presented with actual challenges faced by the organization By treating these challenges as assignments, trainees are encouraged to utilize their problem-solving skills, fostering teamwork and leadership qualities among all participants.
Internship training offers a blend of theoretical and practical instruction, equipping students and recent graduates with essential skills and professional expertise This form of on-the-job training allows trainees to apply classroom knowledge in real-world settings, enhancing their capabilities and preparing them for future careers.
Training is administered away from the actual work site It may be any prominent hall room or auditorium, but the required training environment equipment and materials should be
Off-the-job training offers the benefit of allowing individuals to step away from their work environment, enabling them to focus more intently on the training process This approach has been shown to be more effective in instilling key concepts and ideas.
There are many management development techniques that an employee can take off the job The few popular methods are:
- Case study method: Trainees are described a situation which stimulates their interest to find a solution.
- Incident method: A real situation is created in the term of incident and the group of employees is asked to make a decision on the given issue.
- Role-playing method: Trainees are explained the situation and assigned roles.
- In-basket method: An imaginary company is created and all the information about the activities, products and employees is provided to the trainee.
- Business games: A group of employees are asked to discuss the activities and functions of an imaginary organization.
- Grid training: Includes development, implementation and evaluation of various training aspects.
- Lectures: Trainees are educated about concepts, theories, principles and application of knowledge in any particular area.
- Simulation: An imaginary situation acts as a simulator to the employee and they have to take immediate action on the situation.
- Management education: Companies collaborate with various bachelors and postgraduate institutes which provide high education to the employees.
- Conference method: A conference acts as a place where people working in the same field meet up and share their unique ideas with each other.
1.2.3.3 Differences between on-the-job and off-the-job training
On-the-job Training Off-the-job Training
Meaning On the job training refers to a form of training which is provided at the workplace during the performance of the actual job.
When the employees are given training outside the actual work location, such a type of training is termed as off the job training
Principle Learning by performing Learning by acquiring knowledge
Work Disruption No, because trainees produce the products during learning.
Yes, because first training is provided which is followed by a performance.
Carried out by Experienced employees Professionals or experts
Suitable for Manufacturing firms Non-manufacturing firms Table 1.1: Differences between on-the-job and off-the-job training
Training enhances employees' skills, capabilities, and knowledge for specific job functions, ultimately improving their performance This ongoing process shapes employee thinking and fosters continuous development The training design process involves a systematic approach to creating effective training programs, with each step being essential for achieving efficiency and effectiveness in the training initiative.
Figure 1.3: Process of employee training
Step 1: Decide If Training is Needed
Development
According to Johnson and Sorcher: “Management development focuses on developing in a systematic manner, the knowledge base, attitudes, basic skills, interpersonal skills and technical skills of the managerial cadre ”.
Executive development is a crucial process for managers and executives, enabling them to gain essential skills and competencies for their current roles while also preparing for more challenging and expansive managerial responsibilities in the future.
Development is a systematic process of learning and growth by which managerial personnel gain and apply knowledge, skills, attitudes and insights to manage the work in their
The executive development program is designed to enhance managerial performance by maximizing potential and improving proficiency in key management techniques like work study and inventory control It equips managers with a deep understanding of economic, technical, and institutional forces, enabling them to effectively address business challenges and human resource issues This proactive approach fosters critical thinking, preparing managers to tackle current and future organizational problems.
Executive development is a structured and continuous learning process designed to enhance managerial skills over the long term This ongoing initiative focuses on preparing individuals for leadership roles, recognizing that effective management abilities cannot be acquired instantly.
Modern organizations recognize the critical role of human capital and prioritize ongoing training and development for their workforce It's essential to assess employee training needs within the broader organizational framework, rather than in isolation Training and development have transitioned from being supplementary functions to integral components of organizational strategy and key objectives Understanding the development needs of executives can be effectively illustrated through a comprehensive process.
Figure 1.4: The Process of Executive Development
In stage 1, three essential elements—competitive advantage, organizational strategy, and organizational objectives—are analyzed at the macro level Understanding the competitive environment allows organizations to determine their market positioning, guiding the development of strategies aimed at transformation or repositioning This macro perspective is then translated into specific organizational objectives, which are communicated to functional departments and individuals for effective implementation.
The executive development process reaches its critical phase during competency mapping, where the skills and capabilities of all employees, including management, are assessed This stage involves analyzing organizational requirements and identifying competency gaps, which is essential for effective career planning Furthermore, it focuses on aligning individual growth with the organization's needs, ensuring that executives are well-prepared to meet both personal and organizational objectives.
This stage comprises three levels, with the first focusing on assessing the training needs of individuals and all employees to develop an Annual Training Plan This plan determines which employees will participate in corporate, internal, or external training programs When selecting the venue and type of training, the personnel department and training facilitator must consider factors such as the number of participants, costs, outsourcing options, and the availability of technical expertise For organizational development initiatives, a blend of internal and external training programs should be organized for all employees.
Executive development can be understood through various definitions that highlight its nuanced aspects This process can also be categorized in different ways, each offering a distinct perspective on its significance and implementation.
To effectively address the organization's development needs, it is essential to analyze both current and future requirements This involves identifying the number and types of executives necessary to fulfill the enterprise's objectives, ensuring alignment with its growth strategy.
- Appraisal of the Present Managerial Talent: A qualitative assessment of the existing executives is made to determine the type of executive talent available within the organization.
- Planning Individual Development Programmes: Each one of us has a unique set of physical, intellectual and emotional characteristics Therefore, development plans should be tailor-made for each individual.
- Establishing Training and Development Programme: The HR department prepares comprehensive and well conceived programmes.
Evaluating executive development programs is essential, as significant resources in terms of money, time, and effort are invested in these initiatives Understanding the extent to which the objectives of these programs have been met is crucial for assessing their effectiveness and ensuring a positive return on investment.
No Competency Development Area Methods
1 Decision-making skill In-basket, Business games, Case study
2 Interpersonal skill Role playing, Sensitivity Training
3 Job knowledge On-the-job Experience, Coaching,
4 Organizational knowledge Job Rotation, Multiple Management
5 General knowledge Special Course, Special Meeting, Specific
6 Specific individual needs Special Projects, Committee Assignments
Table 1.2: Methods of executive development
1.3.4 Differences between Training and Development
Definition Training is the process of teaching employees the basic skills they need to perform their jobs.
Management development refers to teaching managers and professionals to increase knowledge, skills, and attitude needed for future jobs.
Present/Future Training is present-day oriented Development is future day
Participant Training programs are arranged for employees.
Development programs are arranged for executives.
Level It is a lower-level learning program.
It is a higher-level learning program.
Area Training is imbibed for enhancing much more skills and knowledge to the employees.
Development is imbibed for enhancing specific skills and knowledge to the executives.
Change Skills level is changed through
The behaviour level is changed through Development.
Focused Training is a narrower concept focused on job-related skills.
Development is a broader concept focused on personality development.
Aimed Training is aimed at improving job- related efficiency and performance.
The development aims at overall personal effectiveness, including job efficiencies.
Instruction Traning refers only to instruction in technical and mechanical operations.
Development refers to philosophical, theoretical, and educational concepts.
Period Training courses are typically designed for a short-term period.
Development involves a broader education for long-term purposes. Table 1.3: Differences between training and development
TRAINING AND DEVELOPMENT IN MUONG THANH LUXURY QUANG NINH HOTEL
Overview of Muong Thanh Luxury Quang Ninh Hotel
2.1.1 Introduction to Muong Thanh Group
Muong Thanh is a famous place associated with the heroic victory of Dien Bien Phu, a momentous event celebrated globally and shaking the world Muong Thanh is also known as
"Mường Trời", which represents a unique cultural aspect of the Thai people in Dien Bien Mr.
Le Thanh Thản, the founder of the Muong Thanh group, named it in honor of Dien Bien, a region significant to him through personal and professional connections This name embodies the humanistic philosophy and unique culture of a hotel chain that is deeply intertwined with Vietnamese cultural values.
Muong Thanh Group is dedicated to showcasing and preserving Vietnam's cultural heritage, with a special focus on the unique traditions of the Thai ethnic group in the Northwest region Through its hotels nationwide and plans for international expansion, Muong Thanh promotes iconic symbols such as flowering ban trees, traditional Thai attire, tao meo wine, the local dish sâu chít, and xôi nếp nương (sticky rice), highlighting the rich cultural tapestry of Dien Bien.
From a small business in Dien Bien, Muong Thanh has grown into the largest private hotel chain in Vietnam, with over 40 hotels and hotel projects nationwide
Muong Thanh Hotel employs over 3,500 staff members from diverse regions of Vietnam, each bringing unique languages and cultural backgrounds, yet united by a commitment to professionalism and a deep connection to Vietnamese culture, enhancing the hotel's service quality To promote unity and celebrate the nation's rich diversity, Muong Thanh Group has established March 12 as Muong Thanh Tet, coinciding with the blooming of Ban flowers, symbolizing spring's arrival On this special day, employees enjoy an extra day off to celebrate the brand's heritage, decorating the lobby with Ban flower trees, enjoying traditional dishes like xôi chim made from Dien Bien's sticky rice, and wearing elegant Thai dresses, all of which strengthen the Muong Thanh brand identity.
Muong Thanh Group is not just a hotel chain but a symbol of cultural preservation, diversity, and celebration in the Vietnamese hospitality industry.
2.1.2 Introduction to Muong Thanh Luxury Quang Ninh Hotel
Muong Thanh Quang Ninh, inaugurated in 2013, is the first 5-star hotel in Quang Ninh province, featuring 508 luxurious rooms that represent nearly 15% of the region's total accommodation capacity With a significant investment of 500 billion VND and standing 34 stories tall, it has become a prominent architectural landmark in the area.
Muong Thanh Quang Ninh offers luxurious 5-star accommodations and over 2,000 square meters of versatile banquet and event space, featuring conference rooms that can host up to 1,200 guests With its elegant European-Asian dining options, the hotel is positioned as a premier destination for MICE tourism This strategic focus supports the burgeoning economic and tourism growth in Ha Long, addressing the rising demand for conference and event facilities.
Picture 2.1: Muong Thanh Luxury Quang Ninh Hotel
2.1.3 Organizational structure of Muong Thanh Luxury Quang Ninh Hotel
Picture 2.2: Organizational structure of Muong Thanh Luxury Quang Ninh Hotel The organizational structure of Muong Thanh Luxury Quang Ninh Hotel is designed with an online-functional hybrid model At the top of the hierarchy is the company's Board of Directors, led by a General Director and two Deputy General Directors Below that, there are administrative departments, including the Administrative Department and the Finance and Accounting Department Following that are various departments and direct business units within the hotel.
To achieve the set objectives, the hotel's leadership has established a streamlined organizational system to ensure high levels of dynamism.
Here's an overview of the organizational structure of the modern hotel, with various departments and their responsibilities:
General Director: The individual responsible for overall operations of the hotel, with a focus on ensuring high-quality guest services, maximizing room occupancy rates, and room revenue.
The Front Office Department is the first point of contact for guests at the hotel, with the Front Office Manager responsible for welcoming guests and assigning rooms This department plays a crucial role in promoting hotel services and ensuring efficient guest check-in and registration processes.
Bar Department: This department is responsible for the hotel's restaurant business and follows established technical procedures for guest service, seating arrangements, and serving. Additionally, it handles beverage service.
The Food & Beverage Department plays a crucial role in hotel operations, overseeing the management of restaurant facilities, supplies, and staff Led by the head chef, the team prepares meals tailored to guest preferences while collaborating with the Front Office Department to ensure a seamless daily menu experience.
The Housekeeping Department plays a crucial role in maintaining the cleanliness and upkeep of guest rooms, adhering to the hotel's quality standards Led by the Housekeeping Manager, the team is responsible for efficient room cleaning, effective merchandise management, and delivering exceptional service, all in accordance with established procedures.
The Administrative Department oversees essential tasks within the hotel, ensuring smooth operations Meanwhile, the Finance & Accounting Department plays a crucial role in monitoring financial activities, managing accounting functions, controlling cash flow, and overseeing budget allocations, as well as handling financial transactions and accounts payable.
Engineering and Maintenance Department: Responsible for the repair and maintenance of all hotel equipment, including electrical, water, machinery, and fixtures Regular inspections and maintenance are conducted to prevent breakdowns.
Human Resources Department: This department regularly assesses staff and ensures timely recruitment, training, and personnel management It also handles salary distribution and addresses human resource, health, and related matters.
Other Departments: These may include supply and service departments, such as souvenir shops and sales networks within the hotel.
Modern hotels utilize a scientifically organized structure that adheres to established procedures and practices This systematic approach guarantees the efficient operation of the hotel and the provision of high-quality services to guests, both in Vietnam and worldwide.
2.1.4 The haracteristics of Muong Thanh Luxury Quang Ninh Hotel that ffect C A
H uman R esource T raining and evelopment D
2.1.4.1 Service Characteristics of Muong Thanh Luxury Quang Ninh Hotel
The hotel is constructed with three unique and modern high-rise structures, meeting international standards The room interiors are an exquisite blend of Eastern and Western
20 influences, seamlessly combining classical and contemporary elements to create a relaxing atmosphere.
Experience the elegance of a 5-star international hotel with our dining and bar establishments, where Asian and European culinary traditions blend seamlessly Enjoy a diverse and unique menu across six restaurants and bars, each offering a relaxing ambiance and distinct experiences for our guests.
- Yen Vinh Restaurant: Located on the 1st floor and accommodating up to 600 guests, it offers famous dishes from Quang Ninh for breakfast, lunch, and dinner throughout the week.
- Yen Truong Restaurant: An ideal space for hosting important conferences with a capacity of approximately 1000 guests.
- Phuong Hoang Trung Do Restaurant: Located on the 32nd floor, it offers a business- class atmosphere and a variety of renowned wines The restaurant can serve around
200 guests and is suitable for hosting significant meetings.
The hotel offers versatile conference and meeting services with four state-of-the-art meeting rooms, accommodating between 40 to 690 attendees Equipped with the latest audiovisual technology, these spaces are ideal for high-level conferences, professional seminars, gala events, product launches, and press conferences.
Majestic Spa & Massage offers a range of body care services that feature comprehensive beauty treatments utilizing natural ingredients The spa combines Eastern and Western massage techniques, incorporates hot stones to improve blood circulation, and provides head grooming, facial care, and steam baths Guests can enjoy luxurious and tranquil environments within 19 dedicated treatment rooms.
- Modern Outdoor Swimming Pool: Covering a total area of up to 300 square meters, it ensures absolute safety and boasts an exterior pool design that caters to guests' enjoyment.
- Yoga & Fitness Center: Provides an energy boost for the day and helps maintain a healthy and balanced body.
- Karaoke: The karaoke system on the 5th floor is equipped with the latest audio technology, flexible capacities, and elegant interior design for a sophisticated experience.
2.1.4.2 Characteristics of the Customers of Muong Thanh Luxury Quang Ninh Hotel According to the annual statistical data, the target market for the hotel remains high-income domestic tourists, business travelers, and corporate guests This is demonstrated by:
Muong Thanh Luxury Quang Ninh Hotel’s Training Philosophy
Miss Le Thi Hoang Yen, General Director of Muong Thanh Hotel Group, emphasizes that "people are the cornerstone of Muong Thanh's strength and core values." The company is dedicated to fostering a work environment that enables employees to achieve their dreams, as individual successes collectively contribute to the overarching goal of a sustainable Muong Thanh Group The training process at Muong Thanh is guided by five key philosophies.
- Don't say no, give solutions.
- Very satisfied or comments – choose to go.
- Work with a process – work organized.
- The first cause of problems is me.
- Claiming yourself to be good means going backward.
Picture 2.3: One of the training and development philosophy of Muong Thanh Hospitality
Source: Corporate Culture - Muong Thanh Hospitality
Muong Thanh Luxury Quang Ninh Hotel’s Process of Training
The process of employee training in Muong Thanh Luxury Quang Ninh Hotel has five steps, which is described in the picture below:
Picture 2.4: Process of Employee Training in Muong Thanh Luxury Quang Ninh Hotel Source: Human Resources Department - Muong Thanh Luxury Quang Ninh Hotel
Identifying training needs is crucial for the successful development and implementation of a training program, with department heads in hotels taking on this responsibility They assess training requirements based on specific criteria to ensure effective skill enhancement and operational efficiency.
- Business strategies of the hotel:
Human resources training and development are integral to the business strategies of hotels, with department heads tailoring training programs to align with the hotel’s evolving business plans Since its inception, Muong Thanh Luxury Quang Ninh Hotel has focused on establishing itself as the premier hotel within the Muong Thanh chain, aiming to deliver exceptional service that surpasses guest expectations and secures a leading position in the hospitality sector To achieve this, the hotel continually enhances its infrastructure and invests in regular staff training that aligns with its strategic objectives The human resources department proactively assesses demand and supply for various roles based on the hotel’s strategic goals and industry changes.
- Department of Tourism of Quang Ninh’s general plans for training and developing tourism manpower:
Each year, Quang Ninh's Department of Tourism releases a comprehensive plan for training and developing human resources in the tourism and hospitality sector This document outlines that hotels must create tailored plans that align with their specific job requirements and current circumstances.
- Comparison between hotel staff’s ability assessing and standard requirements for each position:
The hotel maintains high hiring standards, ensuring that most staff possess a certain level of qualifications; however, they still fall short of some international hospitality industry standards Catering primarily to international guests with medium to high incomes and business travelers who prioritize service quality, the hotel requires all new employees to undergo retraining Additionally, many staff members are only proficient in one foreign language or possess limited expertise, highlighting the need for enhanced training to improve the overall guest experience.
33 provide them with additional foreign languages training as well as focus on advanced professional expertise.
- Desire of hotel staff to improve skills and knowledges:
Based on staff performance evaluations, each hotel department will identify training needs regarding both quantity and specific areas Employees requiring training should report to their department heads, who will compile the information and forward it to the Human Resources Department This department will then aggregate the data and submit it to the hotel general manager for approval The following outlines the number of employees and identified training areas for Muong Thanh Luxury Quang Ninh for 2021-2022, as compiled by the Human Resources Department.
Medium and long term training
Fire preventing, Firefighting and Rescue 26 35
In the years 2021 to 2022, Muong Thanh Luxury Quang Ninh Hotel experienced a notable increase in the number of employees requiring training, rising from 219 to 263 due to the recovery of tourism post-Covid-19 pandemic However, the data indicates that the demand for medium and long-term training remains relatively low, as it necessitates a greater investment of time and resources compared to other training types.
Table 2.9: Training needs of each department of Muong Thanh Luxury Quang Ninh Hotel in
In the 2021-2022 report from the Human Resources Department of Muong Thanh Luxury Quang Ninh Hotel, the Food and Beverage Department emerged as the area with the highest demand for employee training This indicates a growing emphasis on professional development and training practices among hotel staff.
The Muong Thanh Luxury Quanh Ninh Hotel's board of directors has shown a notable focus on training and development, with training costs rising from 1.32% of operating expenses in 2021 to 1.51% in 2022 Despite this increase, training expenditures remain a minor fraction of the hotel's total operating costs, and the average training cost per employee is still relatively low.
To successfully implement training programs, the hotel must have a flexible instructor team capable of adapting training objectives The hotel primarily selects senior employees with extensive expertise and experience to serve as instructors Additionally, experts from international hotels are invited to enhance the skills of the staff Muong Thanh Luxury Quanh Ninh Hotel has also partnered with reputable institutes in Quanh Ninh and Hanoi for staff training Currently, the hotel is sending its management teams to large hotels in Singapore to gain insights into operations, management styles, and brand image development.
After designing the training program, the next crucial step is its implementation Hotel department heads should consistently oversee the training process to ensure its smooth execution They must also monitor staff participation in training courses and evaluate the effectiveness of the program while keeping trainees engaged.
To evaluate the effectiveness of training programs, it is essential to assess the training outcomes This assessment is carried out by training instructors, who employ various evaluation methods tailored to each specific training approach at Muong Thanh Luxury Quang Ninh Hotel.
Hotel training focuses on enhancing professional skills, with department heads actively observing and assessing trainees' performance in their respective areas This hands-on monitoring allows for a thorough evaluation of improvements in job performance.
Language institutes conduct training courses for employees, followed by assessments that evaluate their writing and speaking skills These tests, administered by experts, are designed to measure the employees' proficiency in communicating effectively in a foreign language.
Training at other hotels: Employees will be granted certificates of the training facilities Based on the certificate classification, the hotel applies training results in practical hotel operations.
For employees who are trained in communication skills: After the course, employees need to handle situations given by heads of departments.
The general director will oversee and assess the learning progress of trained managers, ensuring a thorough evaluation of their development This role includes monitoring the employee management process to accurately measure the effectiveness of the training results.
The evaluated training results of hotel employees in Muong Thanh Luxury Quang Ninh Hotel in 2022 are summarized in the following table:
Fire preventing, Firefighting and Rescue 35 17 12 5 1
Table 2.11: Training results of hotel employees in Muong Thanh Luxury Quang Ninh Hotel in
In 2022, the Human Resources Department of Muong Thanh Luxury Quang Ninh Hotel reported that the training outcomes for hotel staff were generally high, with most employees achieving excellent or good ratings However, some staff members received average evaluations, indicating that the training results are not fully satisfactory for a 5-star establishment To improve, the hotel must enhance its focus on training, tailor programs for individual employees, and aim to eliminate average performance levels Additionally, the current assessment only measures qualifications post-training, lacking feedback on employee satisfaction with the training programs, which highlights the need for adjustments to address these limitations.
Types of Training Applied in Muong Thanh Luxury Quang Ninh Hotel
Muong Thanh Luxury Quang Ninh Hotel, a 5-star establishment within the Muong Thanh Group, emphasizes the importance of training and development for its staff, who primarily hold intermediate and high school education levels The hotel recognizes that the quality of guest services and tourism products relies heavily on effective training methods While various training techniques exist, each with its own advantages and disadvantages, the hotel currently implements both on-the-job and off-the-job training to enhance employee skills and service quality.
Muong Thanh Luxury Quang Ninh Hotel primarily uses four methods of on-the-job training, including coaching, job instructions, internship training and self-instrutional training.
New hires and unskilled employees will receive guidance from experienced staff in various hotel departments, including food and beverage, front office, and housekeeping Employees are encouraged to ask questions and seek feedback from their supervisors to enhance their understanding of their roles Coaching sessions occur as needed, particularly when onboarding new employees or retraining existing staff.
Muong Thanh Luxury Quang Ninh Hotel is committed to enhancing employee skills by selecting qualified staff to train new and unskilled hires The training program is structured step-by-step, beginning with an overview of job responsibilities and the skills needed, followed by practical demonstrations Trainees engage in their tasks while acquiring knowledge, and a question-and-answer session allows for clarification Trainers provide corrective guidance to improve performance, and training sessions are conducted as needed for new hires or employees requiring additional support.
Muong Thanh Luxury Quang Ninh Hotel fosters a professional learning environment by offering internship opportunities every two months across various hotel positions These internships primarily cater to students from intermediate schools, colleges, and universities whose majors align with the available roles Interns receive comprehensive guidance that encompasses both theoretical knowledge and practical experience.
In the hospitality industry, technology plays a crucial role in enhancing hotel staff's knowledge and effectiveness Employees must possess in-depth understanding of local culture, cuisine, attractions, and souvenirs to provide valuable recommendations to guests Additionally, prior to welcoming international visitors, staff should research the cultural preferences and tastes of their guests to ensure exceptional service This proactive approach is particularly beneficial for motivated employees, leading to improved professional skills and enhanced service quality, ultimately boosting overall work efficiency in the hotel.
Muong Thanh Luxury Quang Ninh Hotel primarily uses four methods of off-the-job training, including incident method, lectures, internal competition and management education.
Each year, hotels prepare incident scenarios based on real situations, including guest complaints, security issues, fire prevention, firefighting, and rescue operations During training, employees engage in decision-making exercises that simulate these real-life situations, enhancing their readiness to respond effectively An example of this incident method can be seen in the practical applications within the hotel setting.
Picture: Muong Thanh Luxury Quang Ninh Hotel’s fire prevention, firefighting and rescue drill
On September 8, 2023, Muong Thanh Luxury Quang Ninh Hotel conducted a fire prevention, firefighting, and rescue drill in collaboration with the Quang Ninh Province Police Bureau The local firefighting team and hotel staff participated in the exercise, which began with training on the hotel's fire protection system Staff received instructions on fire escape procedures and the proper use of carbon dioxide and powder extinguishers Hands-on practice sessions were led by the firefighting team, with the hotel's management emphasizing the importance of staff proficiency in fire safety to reduce the risk of accidents.
The hotel’s board of directors and department heads will host quarterly lectures, talk shows, and workshops to address daily challenges faced by staff and explore innovative solutions for sustainable hotel development Examples of this approach in action will be provided.
Picture: “Substainale Tourism Awareness” Talkshow at Muong Thanh Luxury Quang Ninh
On October 6, 2023, Muong Thanh Luxury Quang Ninh Hotel hosted a talk show titled “Sustainable Tourism Awareness” aimed at fostering sustainable development within the hotel The event covered key topics such as the significance of sustainable tourism, exemplary practices in the field, and an introduction to popular criteria for sustainable tourism development Attendees were guided in creating an action plan to implement these sustainable practices The talk show featured insightful presentations from Mr Nguyen Duc Hien, the Hotel General Manager, and Ms Nguyen Thi Hong Nhung, the Deputy General Manager of Accommodation, receiving enthusiastic participation from the hotel staff.
Picture: “Green Initiative” Workshop at Muong Thanh Luxury Quang Ninh Hotel
On August 11, 2023, Muong Thanh Luxury Quang Ninh Hotel hosted a “Green Initiative” workshop as part of the Muong Thanh Group's “Go Green Save Green - Act Together For A Green Earth” campaign, running from July 25 to August 25, 2023 The workshop was engaging and showcased practical and meaningful energy-saving initiatives and solutions from various departments, focusing on conserving electricity and water.
The Muong Thanh Luxury Quang Ninh Hotel utilizes engaging training methods during significant occasions, such as national holidays and hotel anniversaries, which attract a large participation from staff The hotel frequently hosts competitions focused on soft skills, practical knowledge, and hotel operations, judged by qualified and experienced personnel These contests not only provide a fun and rewarding experience but also foster collaboration and skill enhancement among employees, encouraging continuous learning and improvement within the team.
Picture: Muong Thanh Group’s Employee Handbook for contest to learn about the group's culture
From March to July 2020, Muong Thanh Luxury Quang Ninh Hotel hosted a contest aimed at enhancing staff knowledge of Muong Thanh Group's culture Participants explored the group's development history and familiarized themselves with labor regulations as outlined in the employee handbook (2nd edition, August 2019) The Training & Supervision Department collaborated with the Information Technology Department to establish accounts for all group employees, facilitating their participation in the contest.
49 employees Hotel staff then could access the employee handbook online version and review lists of questions for the contest.
Muong Thanh Luxury Quang Ninh Hotel invests in its employees by sending them to short-term training courses both domestically and internationally, with durations ranging from a few days to several months These courses enable staff to acquire new knowledge, reinforce existing skills, and gain valuable experience from prestigious international hotels This training enhances their adaptability in the hospitality industry, sharpens their professional acumen, and improves their communication and interpersonal skills, ultimately contributing to the hotel's future success.
Each year, Muong Thanh Luxury Quanh Ninh Hotel enhances its management capabilities by sending managers to renowned hotels like Nikko Hanoi Hotel and Pan Pacific to learn about new trends in international customer service Notably, in 2017, with the backing of the General Director of Muong Thanh Group, six managers participated in a training program at Fairmont Singapore This initiative enabled them to understand hotel chain systems and ISO 14001 service quality standards, significantly improving their qualifications and skills to effectively manage and operate high-end services that meet international standards.
General Assessment about Muong Thanh Luxury Quang Ninh Hotel’s Training
2.5.1 Strengths of Muong Thanh Luxury Quang Ninh Hotel’s Training and Development Practices
In recent years, the hotel has implemented a variety of training and development programs, including medium and long-term training, short-term courses, coaching, and seminars, significantly boosting employee participation In 2022, the hotel saw a notable increase in the number of employees engaging in these training initiatives.
A total of 228 employees, representing 54.5% of the hotel's workforce, have engaged in training courses While this figure remains relatively modest, it highlights a positive trend in the hotel's commitment to enhancing its training and development initiatives.
The Board of Directors prioritizes the training and development of human resources by establishing partnerships with various training institutions both domestically and internationally Over the years, several training establishments, such as Ha, have fostered long-term collaborations focused on enhancing tourism human resources.
Long University and prominent hotels in Singapore, such as Fairmont Hotel and Muong Thanh Grand Bai Chay, are enhancing staff training through collaboration with international hotels and restaurants from countries like Singapore, China, Japan, the US, and Australia This partnership, although involving a limited number of employees for practical training abroad, fosters international integration, enabling the absorption of valuable experiences, professional skills, and modern job practices The organization of training classes has become more scientific and methodical, leading to significant improvements in the workforce's quality, with employees gaining expertise in their fields, communication skills, and foreign languages New hires are now predominantly highly qualified, possessing a solid foundation of specialized knowledge and a strong eagerness to learn and adapt to new technologies and skills.
This year, Muong Thanh Luxury Quang Ninh Hotel has increased its funding for training and human resource development compared to last year, enabling enhanced training programs that facilitate quicker mastery of operations and more efficient learning for employees.
2.5.2 Weaknesses of Muong Thanh Luxury Quang Ninh Hotel’s Training and Development Practices
Despite the attention given to training and human resource development by hotel leadership, the approach remains largely passive Employee training often relies on the subjective views of direct supervisors rather than addressing the genuine needs and aspirations of the staff, which adversely affects training quality This issue arises because hotel management tends to initiate training only in response to specific demands, failing to acknowledge that human resource development should be a continuous and proactive process to ensure optimal outcomes.
Hotels in Quang Ninh province, such as Muong Thanh Luxury Quang Ninh Hotel, often struggle with staff language proficiency, which poses a challenge in meeting the rising demand from international tourists As tourism in Quang Ninh continues to grow, effective communication becomes essential for enhancing guest experiences and ensuring customer satisfaction.
Many employees possess limited language skills, with proficiency in a second language primarily found in the front office department Other departments exhibit minimal language capabilities, leading to challenges during major international events Consequently, hotels often need to hire additional interpreter teams, which can hinder their ability to meet guests' needs and compromise the overall guest experience.
Additionally, some younger employees may exhibit a less positive attitude and enthusiasm in their work, and they may not be actively focused on improving their skills
New employees at the hotel, often young and creative, may find traditional training methods like coaching and job instruction unappealing and dull The hotel's early recruitment process was ineffective, frequently hiring non-specialized workers and offering only brief training that prioritized speed over quality Currently, the reliance on basic on-the-job training methods limits engagement for these dynamic employees To improve retention and interest, the hotel should consider reducing the initial familiarization period and exploring diverse training and development approaches Additionally, opportunities for functional staff to learn from larger hotels are scarce due to budget constraints, which also lead to a focus on theoretical training rather than practical, experiential learning This lack of effective training resources can hinder skill enhancement and overall human resource development within the hotel.
The hotel’s training programs have not evolved to reflect current socio-economic trends, resulting in a lack of engaging and relevant content Presently, the focus is mainly on professional expertise, foreign languages, and communication skills, while topics like political theory are notably absent.
Many employees are not systematically educated about the cultures of different countries, which often leads them to explore these areas independently Understanding these cultural differences is crucial, as they significantly influence customer service capabilities on a macro level.
The current team of instructors and management staff in the tourism sector, particularly within the hotel and restaurant industry, falls short of quality standards This diverse group of educators often lacks relevant expertise, with many being relatively young and inexperienced, despite some having training from developed countries Additionally, many instructors struggle with foreign language proficiency and modern teaching methodologies, while the expectations for knowledge and skills in university and postgraduate education continue to rise.
Assessing training quality usually relies on end-of-course examinations, often neglecting to evaluate employees' job performance upon their return to work A rigorous evaluation of post-training outcomes is essential, incorporating both employee assessments and program effectiveness to ensure comprehensive development.
The employee selection process for training and development seems inefficient, as some staff members receive training abroad multiple times and frequently participate in sessions in major cities, benefiting from their extensive experience and advanced skills In contrast, many younger employees, who are eager to enhance their skills and gain practical experience, often miss out on these valuable training opportunities.
SOLUTION TO IMPROVE TRAINING AND DEVELOPMENT PRACTICES
Basis for Developing Solutions to Improve Training and Development Practices52 1 Forecasting the Demand of Tourists
3.1.1 Forecasting the Demand of Tourists
To meet the increasing demands and expectations of customers, the tourism industry must have timely directions such as developing tourism products, investing in infrastructure and
To enhance tourism, it is essential to develop 53 technical facilities while simultaneously training and improving human resources This approach promotes brand recognition and aligns with investment and development policies Active participation in international tourism cooperation and the refinement of regulations and mechanisms related to tourism are crucial By focusing on human resource development, we can create unique services that distinguish us in a competitive market, fostering a positive brand image and reputation within the hotel industry.
3.1.2 Training and Development Orientation at Muong Thanh Luxury Quang Ninh Hotel
In the pursuit of industrialization, modernization, and international integration, Muong Thanh Group identifies human resource development as a key breakthrough in its strategic growth, particularly for the Muong Thanh Luxury Quang Ninh Hotel This focus on training and developing personnel is essential for achieving sustainable development and establishing a competitive edge in the hospitality sector Consequently, the hotel prioritizes a strategic approach to human resource training and development.
- Recruiting recent graduates from various universities and vocational training institutions specializing in the relevant fields.
- Attracting and recruiting individuals with prior work experience from other locations, especially from large hotels in Hanoi, Ho Chi Minh City, Danang, Nha Trang, etc.
To ensure a skilled workforce, the hotel focuses on training and nurturing its current staff for new job positions All candidates undergo a recruitment and trial period prior to official employment, during which the company offers comprehensive on-the-job training.
- Implementing skill competitions for employees to enhance their skills and potentially increase their income.
- Sending employees for further education in hotel management and tourism, including training two employees at a 5-star hotel in Singapore.
- Providing knowledge and skills in global leadership for two hotel leaders.
- Offering training in economic negotiation and international economic contracts for two employees.
Solutions and Recommendations to Improve Training and Development Practices
3.2.1 Improve the Recruitment of Employees
To effectively recruit top-tier personnel while minimizing costs and training duration, Muong Thanh should prioritize employee recruitment by leveraging social media platforms like Facebook, Instagram, LinkedIn, and TikTok Additionally, forming partnerships with local universities specializing in Tourism and Hospitality, such as the Open University and the National Economics University, will provide a steady stream of well-prepared candidates These collaborations will reduce recruitment expenses and ensure a continuous influx of interns, some of whom may transition to permanent roles, thereby decreasing training costs and time as they are already familiar with the job post-internship.
To enhance language proficiency at the hotel, the Human Resources department should implement stricter English language requirements, such as a minimum IELTS score of 6.5 for candidates Interviews must involve English-proficient staff and focus on industry-specific questions rather than just basic communication skills For skilled candidates with language limitations, the hotel should provide language training during the probationary period and establish clear expectations for proficiency testing post-training If candidates do not achieve the required proficiency after the training, the hotel should reevaluate teaching methods, offer additional lessons, or consider not retaining them as permanent staff unless significant language improvement is evident.
3.1.2 Innovate and Improve Employee Training
To improve the workforce competencies at Muong Thanh, it is essential to assess the training content and methods Strengthening training for existing staff is the most effective strategy to address these challenges Leadership plays a vital role in implementing these enhancements.
To minimize disruption to employees' work hours and personal time, the 55 team should strategically plan training sessions Scheduling these sessions during the off-peak tourist season is a viable option, while the main strategy should focus on increasing the frequency of training Additionally, Muong Thanh could benefit from organizing training on a quarterly basis to streamline logistics.
To improve staff performance, training should focus on enhancing key areas such as communication skills, service skills, English proficiency, and problem-solving abilities Prioritizing communication skills is essential, especially for younger employees Therefore, semi-annual training sessions lasting one month during off-peak seasons are recommended The Human Resources department should oversee these communication skills training initiatives to ensure effective implementation.
Muong Thanh's staff language proficiency, particularly in English, highlights a lack of investment in training To address this, the hotel must swiftly enhance its English language training program, maximizing training session frequency within work hour constraints A blended approach of remote and in-person training is ideal; remote training provides flexibility, while in-person sessions, though more challenging, yield better results Allocating one to two months during the low season for these courses is beneficial for both employees and the hotel Regular assessments of employee proficiency and learning attitudes are essential for timely adjustments, with training led by the training manager or external instructors.
3.2.3 Diversify methods of training and development
Diversifying training and development methods allows employees to engage in various learning approaches, significantly improving their ability to absorb job-related knowledge efficiently This variety empowers them to assess the strengths and weaknesses of each training method and suggest appropriate solutions.
Hotel management teams, comprised of highly educated and experienced professionals, should leverage simulation tools to effectively visualize various scenarios Additionally, it is essential for these teams to engage in monthly workshops and conferences organized by the Quang Ninh province's Department of Tourism to enhance their skills and knowledge in the industry.
56 basis and join industry-related events to stay updated on the tourism market trends and business dynamics.
To enhance employee engagement and performance, hotels should promote self-improvement and continuous learning, encouraging staff to improve foreign language skills and pursue higher education in hospitality management Implementing a rotational training approach can significantly benefit hotel operations by allowing employees to train in different departments, thus gaining comprehensive knowledge and flexibility to manage seasonal demand fluctuations This strategy not only prevents resource wastage and reduces hiring costs but also fosters a more adaptable workforce Additionally, regular training and development programs should be coupled with annual salary increment examinations, motivating employees to enhance their qualifications and dedication to their roles.
3.2.4 Increasing the Budget for Training and Development
The current budget for training and development at Muong Thanh Luxury Quang Ninh Hotel is insufficient and does not reflect its status and ranking To meet its strategic goals, the hotel must establish a dedicated Training and Development Fund and enhance its financial resources for effective training and human resource development Implementing an annual budget for this fund will address the existing gaps in training and support the hotel's growth.
57 allocation ranging from 2.5% to 4.5% of the revenue, as opposed to the current 1% to 1.2%, in order to meet the training and development needs of the hotel.
To enhance the learning experience, the hotel should establish dedicated classrooms and invest in essential teaching equipment, including projectors and computers for educational materials This investment in quality facilities will facilitate a smoother and more efficient learning process, ultimately elevating the quality of education and creating a more enjoyable and comfortable environment for students.
To optimize training programs, hotels must assess the opportunity cost of employee participation, as taking time off work to attend training sessions can lead to a decrease in guest service and potential revenue loss Therefore, it's essential to incorporate this cost into the overall training expenses to achieve a more accurate and comprehensive cost estimation.