3. Learning and Development in the Hospitality Industry

 

What is Learning and Development/ Training?

"Training is the use of systematic and planned instruction activities to promote learning. The approach can be summarized in the phrase ‘learner-based training’. It is one of several responses an organization can undertake to promote learning, Armstrong (2017)

Why Training and Development is required in Hospitality industry?

 It is important that all employees be inducted into training and development programs in order to improve their job related knowledge, skills, and performance. The need for training and development in the hospitality industry as noted by Yalokwu (2006), Sentoo (1997) and Ezeani (2006) are given thus:

        i.                 Increased productivity: Adequate human resource training and development increases                         skill, which improves the quality as well as quantity of output, this result to increase in the                      level of performance.

ii.               Improvement in employee morale: Training and development improve needed skills, which builds up confidence and satisfaction. This in turn develops enthusiasm and pride, which are indicative of high morale.

iii.              Availability of skilled workforce for future personnel needs of the organization: Good training and development programmes develop employees and prepare them for future managerial and executive responsibilities positions. Accordingly, when the need arises for personnel changes, the internal sources can be utilized more effectively.

iv.              Improvement in health and safety: Proper training and development programme can help prevent industrial accidents and create a safer work environment, since experience and knowledgeable workers, are less prone to accidents.

v.                Reduced supervision: Trained employees supervised themselves, they are responsible and expect more freedom and autonomy and less supervision. Therefore, promotes the spirit of participation and teamwork in the hospitality industry.

vi.              Personal growth: Training and development programmes give the participants a wider awareness, a sense of self-satisfaction and fulfillment, an enlightened perspective and value system that support personal growth.

vii.            Organizational stability: Training and development programmes can foster the initiative and creativity of employees, which increases the sense of inquisitiveness and improved skills as it prevents manpower obsolescence. There is no greater organizational asset than that of trained and motivated employees.

In modern hotel business, it is all about competence in people, and especially the employee qualities. The level of service quality depends on the qualities of employees. The qualities are about knowledge, skills, and thoughts which lead to a hotel’s survival and development. Therefore, staff training is essential in many ways; it increases productivity while employees are armed with professional knowledge, experienced skills, and valid thoughts; staff training also motivates and inspires workers by providing employees all needed information in work as well as help them to recognize how important their jobs are. Training and development can be seen as a key instrument in the implementation of Human resource management practices and policies. Successful hotels always include staff training as their important development strategy. 

How Kolb’s Learning style can use in the Hospitality industry

1. Concrete experience

2. Observations and reflection

3. Formation of abstract concepts and generalizations

4. Testing implications of concepts in new situations

According to Henderson (2017), what are the common learning and development methods using in my organization?

Training method	Example
Action learning	On the job training
Blended learning	Marriott Next Generation culture (online & offline)
Coaching	Train the Trainer program
Corporate Universities	Scholarships for Hotel management diploma
E-learning	Departmental job knowledge training through Lobster ink app
Outdoor training	Firefighting, Team Building
Role-playing	First Aid Training, Tabletop exercise
Self-development	Digital learning zone (learn at your own pace and select course which you want to develop yourself), Departmental cross-training
Wellbeing  Training	Mequilbrium (have shared guidance on how to cope with anxiety etc.)
Simulations	BSA training (Brand Standard audit)

How learning and development promote Job satisfaction?

When employees are trained at their high level, the employee level of satisfaction increases and stay in the organization. Training and development programs enhance the capability of job satisfaction but also help to decrease turnover plan and hiring charges. Training allows employees to acquire new skills, sharpen existing ones, perform better, increase productivity and be better leaders.

References: 

Armstrong, M. & Taylor, S. (2014) Armstrong’s  handbook of human resource management  practice (13^th ed). Ashford Colour press Ltd [Online]. Available at https://e-uczelnia.uek.krakow.pl/pluginfile.php/604792/mod_folder/content/0/Armstrongs%20Handbook%20of%20Human%20Resource%20Management%20Practice_1.pdf?forcedownload=1. Accessed on 15^th May 2021.

Marriott International. (2020) Training and development. Mhub [Online]. Available at https://mgs.marriott.com/. Accessed on 15^th May 2021.

Zopiatis, A. &  Constanti, P. (2012) hospitality & tourism education. Managing Hospitality Internship Practices. A Conceptual Framework [Online]. Available at https://www.tandfonline.com/.  Accessed on 15^th May 2021.