Table of contentsIntroductionBackgroundDefining trainingTraining cycle (This is a replication of page 4 of the Framework of Standards for the Training and Development of Magistrates)Staff trainingImportance of training staffBenefits of staff training for individuals and teamsBenefits of training for organizations (ASTD-American Society for Training and Development)Benefits of training for societyTraining methodsOff-the-job training methodsComputer-based trainingTesting, assessment and monitoringManagement roleWorks citedIntroductionThe mere mention of the word hotel conjures up exciting images: a bustling lobby filled with international dignitaries, celebrities, community leaders, attendees at conventions and large receptions, business people. The excitement you feel in the hotel lobby is something you will experience forever in your career. This is the beginning of understanding the concept of guest hospitality. As you begin to understand the principles of a well-run hotel, you will discover the important role the front desk plays in keeping that enthusiasm intact. The reception is the nerve center of a hotel property. Communications and accounting are two of the most important roles in front office operation. Effective communications - with guests, employees and other hotel departments are essential to projecting an image of hospitality. Respond to guest inquiries about hotel services and other requests for information from guests, the marketing and sales department about room availability, and requests from the housekeeping department regarding quest reservations are just a few routine tasks carried out by reception in its role as a communications center. The employee training process is typically viewed as an expense, but it might be wiser to view employee training as an investment. This becomes possible when employees learn to apply the principles of service marketing when interacting with customers. Well-executed interactions then lead to satisfied customers, repeat purchases, and business profitability. Say no to plagiarism. Get a Custom Essay on “Why Violent Video Games Should Not Be Banned”?Get an Original EssayThe purpose of this article is to develop a customer-focused training guideline integrating service marketing concepts into the process of training of front office employees. A literature review was conducted to identify service marketing concepts and training best practices that can be applied to the hotel employee workplace. This information was then used to formulate an effective training guide. The focus is on four key concepts of services marketing and their relationship to the training environment and employee workplace. The guidelines are designed to allow trainers and management teams to customize training content, thereby enabling application across multiple hotel business models.BackgroundToday, the highly competitive market in which companies operate requires a workforce competent work in order to remain a successful player in the sector. competitive industry game. One of the biggest barriers faced in the workplace is the lack of training and development. Training is an essential process that must be carefully designed and implemented in all companies. The general objective of this thesis is to examine the importance of training inthe hotel industry. Training is part of human resources development, just like other human resources activities such as recruitment, selection and remuneration. The role of the human resources department is to improve the effectiveness of the organization by providing employees with knowledge, skills and attitudes that will improve their current or future job performance. In order to implement the right training methods, the training specialist must be aware of the advantages and disadvantages as well as the effectiveness of each training method. In addition, to evaluate the effectiveness of training, measurements should be made according to the models. “Training” refers to a systematic approach to learning and development aimed at improving individual, team, and organizational effectiveness (Goldstein and Ford, 2002). Alternatively, development refers to activities leading to the acquisition of new knowledge or skills for the purposes of personal growth. However, it is often difficult to determine whether a specific research study focuses on training, development, or both. In the rest of this study, we use the term “training” to refer to both training and development efforts. Defining training “Training, in the most simplistic definition, is an activity that changes people's behavior” (Mccleland 2002, 7). Training is part of human resources development, just like other human resources activities such as recruitment, selection and remuneration. The role of the human resources department is to improve the effectiveness of the organization by providing employees with knowledge, skills and attitudes that will improve their current or future job performance. In order to implement the right training methods, the training specialist must be aware of the advantages and disadvantages as well as the effectiveness of each training method. In addition to evaluating the effectiveness of training, measurement should be carried out according to the models. Training is the process of providing employees with the knowledge and skills required to operate within the systems and standards set by management (Sommerville, 2007). Training cycle (this is a replication of page 4 of the Framework of Standards for the Training and Development of Magistrates) Stage 1 – Identification of training needs This initial stage of the training cycle involves determining whether exists or to identify training needs. If a need is identified, it is at this stage that you should identify who needs to be trained (target audience), in what and how you will know that the training has had the desired impact. The criteria for success* of the training must be identified. This step will help those identifying training needs to think about why the training is needed, and its expected outcomes and impact. How will you measure whether the training met the initial need, i.e. resulted in the desired change in behavior, performance, etc.? Stage 2 – Design of training solutions This stage covers the planning, design and development of training for magistrates. It aims to ensure that a systematic and consistent approach is taken across all training solutions. Training solutions cover face-to-face training and open, flexible learning, including e-learning. Stage 3 – Delivery of training solutions This stage of the training cycle ensures that training delivery is effective and provides learners withopportunities to learn. This will involve choosing the most appropriate format to meet training needs and taking advantage of different training methods. Stage 4 – Application of training in the judicial environment This stage of the training cycle aims to ensure that all acquired learning are applied and reinforced in practice in a legal environment. This step will help those who monitor the development of individual learners and evaluate their progress.Step 5 – Evaluation of Training Solutions This stage of the training cycle deals with the collection, analysis and presentation of information to establish the resulting performance improvement. . This step will help those who are evaluating learning programs, or responding to learning developments, or planning and introducing improvements in learning interventions. Staff training Staff training in the hotel industry Nowadays, in every hotel company, everything is a question of the competence of the employees, and in particular the qualities of the employee. The quality of service depends on the qualities of the employees. Qualities relate to the knowledge, skills and thoughts that lead to the survival and development of a hotel. Therefore, staff Step 4 Application of training in the judicial environment Step 3 Delivery of training solutions 5 training is essential in many ways that increases productivity while employees are armed with professional knowledge, experienced skills and valid thoughts; Staff training also motivates and inspires workers by providing them with all the information necessary for the job and helping them recognize the importance of their work. Training and development can be considered a key instrument in the implementation of HRM practices and policies. (Nickson, 2007) “Successful hotels always include staff training as their important development strategy”. Importance of Staff Training Current changes in the work environment have made the role of human resource development doubly essential in helping businesses compete and prepare for any future obstacles that may emerge (Goldstein and Gilliam, 1990 ). According to Bellizzi and Pointkowski (1990) and Lee (1991), due to technological development, the workforce of each company needs training and, more specifically, improved skills in order to overcome the problems and obstacles that arise . The demands of global competition are also changing the way organizations operate and provide training in quality management and customer service in an effort to continue growing with potential customers. Additionally, in order to stay ahead in an extremely competitive atmosphere, it has been recommended that the training role foster a culture of continuous learning (Martocchio and Baldwin, 1997). Additionally, companies provide training to guide employees on how to achieve their goal. In addition, they want to improve the performance of their employees, becoming more productive, and prepare them for upcoming technical or technological changes in their work (Fisher, 1999). In order to identify which methods are used in EAC and which is more appropriate to use, in order to improve the existing training system, an analysis of training types had to take place. To increase the level of employee engagement and the growth of the quality movement (HRM concepts), the management team is now increasing the role of training. Such HRM concepts require careful planning as wellas a greater emphasis on employee development and long-term training. Training is now the important tool of human resource management to control the attrition rate as it helps in motivating employees, achieving their professional and personal goals, increasing the level of job satisfaction, etc. As a result, training is provided on a variety of skill development. and covers a multitude of courses. Work task training is one of the main aspects of personnel training, including work principles, professional knowledge and skills. By providing employees with these essentials, staff training helps personal capabilities match business requirements. (Train 01,2009.). Training can be extremely demanding and must be thorough; lack or poor training leads to high staff turnover and the provision of substandard products and services (Sommerville, 2007). Staff training constitutes an important part and a key function of human resources management and development; it is the crucial way to motivate employees and increase productivity in the company (Mcclelland, 2002). Staff training is the key task to help everyone in the company be more united. A company can hire experienced employees or train qualified employees. When the company trains its own staff, creating and training a harmonious atmosphere, precise work specifications and passion for work, team spirit is built between employees and the management team within the process . Benefits of staff training for individuals and teams. important role in the development of human resources. The main benefits of training for individuals and teams are: Training helps increase an employee's knowledge and skills 6 in performing a particular job, which helps increase productivity. This improves both the quality and quantity of production. A well-trained employee is confident in his work because he knows what to do and how to get the job done. In such a situation, the need for monitoring is less. A trained employee will be able to make better and economical use of materials and equipment, thereby avoiding waste. Additionally, the rate of accidents and damage to machines and equipment will be minimal because they know how to use them. This thus contributes to economic functioning. Training helps employees in various ways. The employee can acquire professional knowledge and skills that provide a feeling of confidence. Professing useful skills improves their value to their employer and increases their earning capacity. The training can also qualify them for promotion to be more responsible towards their work. Training increases employee skills, knowledge and talent. They can make themselves capable of filling vacant positions at the next level. In this way, workforce needs can be met by the organization.Benefits of Training for Organizations (ASTD-American Society for Training and Development)Less than 5% of all training programs are evaluated in terms of their financial benefits to the organization (Swanson, 2001). The picture changes among companies recognized for their commitment to training. Specifically, the majority of organizations recognized by ASTD for their innovative training programs measure the impact of training at some level of organizational effectiveness (Rivera and Paradise, 2006).Typical measures of organizational performance in the latter sample include productivity improvement, sales or revenue, and overall profitability. Overall, the research on organizational-level benefits is nowhere near as abundant as the literature on individual-level and team-level benefits. Not only have there been relatively few empirical studies showing impact at the organizational level, but those studies that have been conducted generally use self-report data and an unclear causal link to training activities (Tharenou , 2007). However, we review this literature organized into two areas: benefits related to organizational performance and other benefits. Benefits of training for society Most research on the relationship between training activities and their benefits for society has been carried out by economists; the focal dependent variable is national economic performance. Overall, this body of literature leads to the conclusion that training efforts produce improvements in workforce quality, which in turn is one of the most important contributors to national economic growth (Becker, 1962). and 1964). Economists have coined the terms “human capital” and “individual capital formation” primarily referring to schooling and on-the-job training (Wang et al. 2002). An illustration of this type of analysis is a study by Van Leeuwen & van Praag (2002), who calculated the costs associated with on-the-job training and the impact of this training on macroeconomic variables at the national level. In addition to economic growth and other related financial outcomes, training activities have the potential to produce benefits such as the country's inclusion in powerful economic blocs (e.g., the European Union). Indeed, some of the requirements for countries to be part of these blocs include human capital development. Consequently, as part of reorganizing the benefits of training at the societal level, many countries are encouraging training and development projects on a national scale as part of their national policy (Cho & McLean, 2004). Training Methods Many training techniques are created almost every year by rapid development in technology. The choice of methods generally depends on the type of training envisaged, the trainees selected, the objectives of the training program and the training method. Training is a situational process, so no single method is suitable for every situation. Although some goals might be easily achieved through one method, others might require other methods. Many training programs have a learning objective in more than one area. When they do, they must combine multiple training methods into an integrated whole. Training methods can be classified into cognitive and behavioral approaches. Cognitive methods provide verbal or written information, demonstrate relationships between concepts, or provide the rules for how to do something. These types of methods can also be called off-the-job training methods. On the other hand, behavioral methods allow trainees to practice their behavior in a real or simulated manner. They stimulate learning through behavior conducive to skill development and attitude change. These methods can be called field training methods. So; behavioral or cognitive learning methods can be used effectively to change., 3(3), 261-271.