Current Issues In Hospitality Management

3284 Words14 Pages
PHD TOURISM MANAGEMENT

CURRENT ISSUES IN INTERNATIONAL HOSPITALITY AND TOURISM MANAGEMENT

EFFECT TRAINING OF HOTEL EMPLOYEES ON THE QUALITY SERVICE AND ITS EFFECT ON CUSTOMER SATSIFACTION

RAWAN FAISAL AL AFESHAT

Abstract
Purpose - The purpose of this research is to provide a research framework that examine training program, relationship between quality service and customer satisfaction in hotel. Hence, the hotel must train employee to provide better service quality to increase level of customer’s satisfaction.
Design/methodology/approach- literature reveals the essential key concept for training employees, quality service, and customer satisfaction. Methodology – qualitative approach has been agreed to handle the problem of the
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Human resource department have the essential role is to enhance the organization performance, which increase productively through providing employees with experience, job skills, and new knowledge that will improve achieve organization goals in the future. According to Goldstein & Ford (2002) training refers to a systematic approach to learning and development to improve individual, team, and organizational effectiveness. Employees receive some form of training in their job and further rely on training to improve their current skills and obtain new skills (Mathieu et al., 1992; Schlesinger and Heskett, 1990). A large number of employees can appear dissatisfied due to being assigned responsibilities without having the right knowledge and skills in that area (Heinemann & Greenberger 2002). The main resource of hotel is employee. Hence, the organization must be focus how do develop and improve of knowledge and skills of employees. According to Bell et al. (2003) training is one the most appropriate ways to increase the productivity of individual and meet organizational goals. Training is learning, teaching, organizing, and process to gain knowledge, skills and well experience for person. Frank &Mary & Tom (2009) training is systematic process through which an organization’s human resource gain knowledge and develop skills by instruction and practical activities that result in improve corporate performance. According to Abu Snenah & Al Farisy (2003) training aims to raise the professional knowledge in order to achieve jobs. Further, training give the employees new knowledge, experience, and skills to develop their work. Peteraf(1993) training and development system of human resource in organization is main mechanisms

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