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That is why staff training in hotel industry is so important for employees.. The assignment will give a clear overview about what roles of HRM, how the staff training process works, type

TLH314 International Hospitality Management

CRITICALLY EVALUATE THE IMPORTANCE OF

STAFF TRAINING IN HOTEL INDUSTRY

Truong Hoai Dan Thanh

Student ID: 129148003 Batch number: BTTD5_1315A

BSc (Hons) International Tourism and Hospitality Management

The University of Sunderland Date of Submission: 24th July 2013

TABLE OF CONTENTS

I INTRODUCTION:……….1

1 Background of information……….1

2 Aim of the study……… 1

II HOTEL’S CHARACTIERISTICS:……… 2

III HOTEL’S CLASSIFICATION………2

1 By function:………2

2 By star ratings……….2

IV SERVICE QUALITY IN HOTELS……… 3

V HUMAN RESOURCE MANAGEMENT……….3

1 Definition………3

2 Roles of HRM……….4

3 Aims of Training……….5

VI STAFF TRAINING IN HOTEL INDUSTRY……… 6

1 Staff training……… 6

2 The importance of staff training……….6

3 Benefits of staff training……….6

4 The process of staff training……… 8

5 Types of staff training……… 12

VII STAFF TRAINING IN AN INTERNATIONAL & GLOBAL PERSPECTIVE………13

VIII CONCLUSION……… 14

List of tables & figures……… 15

References:………16

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I INTRODUCTION:

1 Background of information:

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

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

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

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

2 Aim of the study:

The main aim of this assignment is to talk about the Human Resource Management (HRM)’s definition, staff training and how important the staff training is to hotel industry

The assignment will give a clear overview about what roles of HRM, how the staff training process works, types of staff training, as well as benefits obtained from staff training to employees and also the whole organization The example given will be about staff training of Marriott hotel in Hochiminh city, Vietnam

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II HOTEL’S CHARACTERISTICS:

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

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

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

Hotels can be different from:

- Location: coastal, countryside or cities…

- Standard: unclassified to 5-star hotels or resorts

- Ownership” independent, franchised or group-oriented

Besides, Knowles (1998) also says that hotel industry structure may vary considerable

According to him “star classification of hotels is essentially a guides to the type of hotels, indicating the character of the accommodation and service it sets to provide It is based on a minimum requirement for each star rating level”

III HOTEL’S CLASSIFICATION:

There are two ways for hotel’s classification: by function or by star ratings

1 By Functions:

Hotel can be classified in many types, which depend on its function in the industry

- Commercial hotel: hotels that standardized service and amenity structure

- Conference hotel: a specialized of hotel which is designed and built exclusive to host conference, exhibition, seminars and provides office facilities, as well as leisure activities (Business dictionary)

- Economy hotel: hotel offering few amenities (J.K Krishan, 2008)

- Casino hotel: an establishment which a combines casino and a hotel or a building with both casino and hotel

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

2 By Star rating:

Hotels can be also classified by star rating as follow:

- Five - star hotel: it will be a luxury and the most expensive hotel/resorts Some will also have own golf course and even small private airport (“Hotel Glossary of Terms”, Marsh) Example: Marina Bay Sands (Singapore), Resort World Sentosa (Singpore)

- Four-star hotel: it can be called first class hotel that has luxury services like massages, health spa (“Hotel Glossary of Terms”, Marsh)

Examples: Novotel, Amara (Singapore), New Majestic (Singapore)

- Three-star hotel: it is known as middle class hotel with daily maid service, dry-cleaning, Internet access and swimming pool (“Hotel Glossary of Terms”, Marsh)

Examples: Bay View hotel (Singapore), Value hotel (Singapore)

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- Two-star hotel: there will be budget hotel, slightly more expensive and usually with daily maid service (“Hotel Glossary of Terms”, Marsh)

Examples: 81-chain hotel (Singapore)

- One – star hotel: it is a low budget hotel, inexpensive and may not have maid or room service (“Hotel Glossary of Terms”, Marsh)

- No categorized hotel: there are included hotels, cottages, bungalows and other guests’ house with limited services (“Hotel Glossary of Terms”, Marsh)

IV SERVICE QUALITY IN HOTELS:

In hotel industry, service quality in one of the most effective strategies that is adopted and

applied in many hotels in the world (Ankan, 1995; Dean et al, 1999; Qu and Tsang, 2000)

Service quality plays an important role in:

- Improving guests convenience like accessible rest room, shuttle service with comfortable seats; add to guest satisfaction that encourages guest to extend their staying

- Enhancing service provider’s image: Wuest (2001) points that 1-star hotel offer limited service to reduce its overall cost while 5-star hotel provide almost imaginable service to the guests

- Establishing a competitive edge: with creative ideas and strongly understand what the guests need and desire, hotel service provider can be developing, innovate and extensive service strategies (“The New Imperative, 1998, p.54)

- Customer demand: people always expect the amenities of home like cable TV, newspaper delivery, coffee and breakfast, fitness facilities and laundry (Wolff, 1998)

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

V HUMAN RESOURCE MANAGEMENT (HRM):

1 Definition:

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

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

2 Roles of HRM:

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

(1) Job Analysis:

“Job analysis is the procedure that you will determine the duties of the jobs and the characteristics of who should be hired for them” (Dessler, 2006)

The basic of all departmental activities is job analysis In job analysis, HRM will consider what jobs are being needed that lead to job description and tasks of job, as well as responsibilities and duties for the jobs will be clarified Besides, the person taking over of writing job specification need to be clear about which skills, knowledge and attitudes or abilities are required

Job analysis

Job description

Job specification

Task

Responsibilities

Duties

Knowledge

Skills

Attitudes/ Abilities

(2) Recruiting:

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

Table 1: Job analysis

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Table 2: Sources of recruitment

(3) Training & Evaluating:

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

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

3 Aim of Training:

Different people will offer different skills, knowledge and abilities in work that can or cannot fit to an organization’s needs Some people dedicate to work, while some others just consider

work as their stable income

Hence, the HRM’s main aim is to fill up the gap between real working performance and the business’s requirements to achieve greater organization’s successes (Price, 2007)

Amstrong (1992) has stated that HRM’s aim is to achieve organization’s objectives by utilizing, training and developing employees It is to motivate employees to work better, also help to create good conditions of working and establish environment for them to express their working abilities, as well as creativities and energy The objective of HRM is integrating HR policies with plans and strategies for organization’s business

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

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VI STAFF TRAINING IN HOTEL INDUSTRY:

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

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

1 Staff training:

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

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

2 The importance of staff training:

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

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

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

As such a large hotel like Marriott with many good services provided, the HRM knows that it

is requirements to the hotel to have good staff that can help the hotel improve service quality

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

3 Benefits of staff training:

The capabilities of employees are affected by staff training, which also strengthens their competitive advantages Professional abilities, as well as personal characteristics can be improved by effective training program Not only employees, but organization and management also benefit from staff training Besides, guests and customer benefit, as well because of the received quality of products and services (Sommerville, 2007)

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Moreover, training is also regarded as the improvement in employees’ skills It can make positive contribution to the employees’ empowerment Some specifics benefits were

identified by Amstrong (1992) and Kenny et at (1990):

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

When being asked about the training’s benefits, two-thirds of hotel’s staff say it is “to motivate and help them perform work better, achieve closer their personal goals”, they also consider this factor as the most important of staff training Half of the rest says it is “to help organizational growth” and the rest is “encouraging of self development and self confident” Few employees said they did not get self - confident and self - development at all

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

Benefits for employees:

- Increasing of their job satisfaction and recognition:

What is about work will be introduced clearly to employees during the training From that, employees will know properly how and what to do, what role the job will play in the business

of the organization So the employees can understand their works best

- Encouraging of self development and self-confident for employees:

After being trained, employees will understand what role their jobs play and how important the jobs are with adequate information, experiences and knowledge obtained from the training time They will feel more confident with work they are about to do and can provide better services

- Motivating employees to achieve close their personal goals:

During the training time, not only professional skills and knowledge are gained, employees also are brooded the choices on setting their career target They will have the opportunities to know about other positions, as well as increase their abilities of getting promotion

- Making employees more effective in work:

By learning from practical experiences, the employees will get knowledge of how to choose right methods to solve problems or complaints of customers and guests And also by training, employees get acquainted with the work tasks, advanced high technologies that help them more effective in improving their capabilities, as well as make productivity increase

Benefits for management and organization:

- Aids in evaluation of employee’s performance:

People taking responsibilities for training staff need to find out the employees when training

So that good results can be obtained by getting to know properly who is quick learner and has better knowledge, skills then different types of training can be chosen and applied correctly Besides, when training starts, employees will be provided all principles and policies of the hotels, so hotel can sustain more standards and system to help the training effectively

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- When training considers safety training as an integral part of the program, the outcome would be in term of health ad safety at workplace

- Level of labor turnover and costs of redundancy schemes and recruitment can also be reduced once displaced staff is retrained

- When a good understanding of organization’s mission and objectives are achieved

through training, identification with the organization will be fostered

Here, Marriott has its own training program that is called key to success The training

program is divided in levels The lowest level will be about introduction of hospitality and service for employees so they can understand about hotel’s culture and service Next, a test will be given about hotel’s service and other safety issued to check how much they

understand about hotel industry’s operation Next levels will be F&B service in room,

housekeeping… Depending on the working experience of employees, the test will be more detailed and knowledge The longer time they work in hotel, the more skillful and

professional they are and the higher level they will have to achieve The HRM of the hotel believe training program will help to improve the quality and abilities of employees and also bring benefits to themselves, as well as the hotel’s business.(SKNVibes business 2006.)

4 The process of staff training

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

According to Margaret Foot and Caroline Hook (2002), all people involved in training and development at work need to be aware of key stages in the training process which is often referred as the training process

Besides, Boydell (1983) has defined training as systematic process of intervention to improve the current skills, knowledge and attitude There are 4 phases in the process: (1) Access training needs, (2) Design of training, (3) Implementation, and (4) Evaluation of training

Table 3: The Training process (Boydell, 1983)