Training and Development Strategies for Employee Performance: A Hilton Case Study

1. Introduction: Effective Employee Training Methods in Hilton's Hospitality Sector

1.1 Background Of The Study

In the current times, companies lay more focus on conducting training & development session for enhancing proficiency level of personnel and thereby gains competitive edge. This assist companies to enhance employees performance, promote new thoughts as well as assist them to reach objectives. Firms offering continuous learning opportunities helps in engaging employees, minimize absenteeism as well as high revenue and productivity. Staff training & development requires lots of time as well as resources that help them to grow efficiently. This also helps company in increasing their productivity to grow successfully in the market. Business training & development initiatives help the hospitality industry to enhance employee performance and productivity within their job roles (Adula et al, 2023). This is crucial for individual staff to encounter issues in various areas of their job. By implementing training & development company can efficiently handle these shortcoming that lead to enhance performance. Constant training & development can reduce workplace idleness as well as assist company to establish regular analysis of employees' skills and procedures. This will affect firm's culture implanting a focus on planning. Company should also review existing employees and evaluate their development and growth internally rather than recruiting other new employees.

By identifying the needs of employees, organization can tailor its training programs that outcomes in more competent as well as skilled staff. Regular training and development initiatives empower staff to improve their limitations and gain new knowledge (Rivaldo and Nabella, 2023). Training sessions improve person's abilities and also enhance proficiency of the whole staff. Companies that engage in employee's growth and opportunities are more committed to their job roles. The company should provide training to employee on the basis of their needs. Companies offering the knowledge of various technologies and tools can improve their capability to adapt growing challenges and needs in the global market by staying ahead of competition. The proposal will discuss on Hilton which is a leading American multinational hospitality firm (Hilton, 2023). The firm manages a huge portfolio of resorts, restaurants and hotels around the world. T&D programs plays a crucial role in hospitality industry. A well trained employee possesses skills and knowledge that helps them to provide better services to its customers to enhance their satisfaction.

1.2 Problem Statement

As global pandemic COVID-19 spreads around the globe, hospitality sector are scrambling to secure their operations and stakeholders. Insufficient training & development within hospitality sector is recognized as one of the main causes behind high turnover rates. This low retention rate leave the company with few choices. Training and development is very essential for employees to grow their skills and knowledge to become more efficient at workplace. Due to uncertainty of the changes within customer requirements after the global pandemic training sessions become essential for every organization (Persada and Nabella, 2023). Hilton requires evaluating their existing service offering to implement and adapt changes within customer experience. Hilton is subject to various ethics and regulations that they need to comply with while operating their business in global market. Training and development of employees helps Hilton in making aware employees regarding these standards and regulations.

Organizational change is very challenging more the companies that related with acquisitions, mergers, budget, technology and staffing. Training programs have facilitated Hilton an opportunity for the staff to develop as well as network connections with other to face these challenges efficiently. Retention is the crucial challenges for companies but retaining better workforce can be accomplished with career growth (Al-kharabsheh et al, 2023). Training and development has become very essential for the companies to gain competitive edge in the international market. Hilton offering career growth will assist employees to establish the feeling of worth as well as promote loyalty that increase staff retention and lower turnover rates.

1.3 Significance Of The Research

With the rising requirements of clients and growing competition in the global market, it has become vital for the Hilton to provide efficient training and development to its staff. Staff training & development is significant for enhancing the quality of the services to customers and overall success of the firm. Efficiently trained staff can make an important impact of a customer's stay. This includes greeting them with warm smile and handling their needs and issues (Sutaguna et al, 2023). Companies by offering regular training and development to staff can enhance their customer service skill as well as guests have unforgettable involvement. Workers that are well trained with the appropriate knowledge as well as skills are more efficient and productive in the job. Regular training also assists workers to stay updated with advancement in technologies and industry trends that enhance the service quality to guests. Offering opportunities for staff to explore new skill and expanding their knowledge can assist in making strong bond with team.

Employees who undertake training and development initiatives are more probable to feel engaged and valued within their job roles. This can lead with high job satisfaction as well as low turnover rates. Providing learning and growth opportunities can make company more appealing in the market with updated industry trends. This helps the company to attract talent pool of employees with better skills and knowledge (Al Jubouri, 2023). The hospitality companies has subject to a range of rules and regulations that companies should comply with. Learning and growth can assist employees to be aware of these standards and rules to handle these efficiently. This can assist Hilton to prevent expenses and costs associated with legal fines and penalties that enhance brand reputation in the global market.

1.4 Research Aim

The aim of the study is to examine the impact of training and development on employees' performances in Hilton within post COVID.

1.5 Research Objectives

• To study the concept of training and development and its significance.
• To analyse various training and development methods used within the hospitality industry.
• To examine the relationship between T&D and performance of Hilton's employees.
• To recommend competent T&D strategies to Hilton for enhancing employees performance.

1.6 Research Questions

1. What is the concept of training and development and its significance?
2. What are various training and development methods used within the hospitality industry?
3. How T&D and performance of employees relates within Hilton?

2. Literature Review

2.1 Introduction

The literature review refers to the overview of existing published reports on the particular topic. This is a part of academic writing that evaluate the understanding as well as knowledge of the literature on topic placed within the context. The literature review describes, enumerates and summarizes the objectives with existing research reports and papers. This section will discuss about the influence of training and development of employees within Hilton.

2.2 Concept Of Training And Development And Its Significance

In accordance with the views of Zeb (2023) training & development programs are leaning and growth activities within a company that are made to enhance the job performance of the employees. These initiatives include advancement in employees' skills and knowledge that motivate them to enhance job productivity and performance. Training initiatives can be formed with learning system with the objective of staff long term growth. Common training programs include such as classroom lecture, workshops, orientations, role playing, computer based learning and simulations. Training and development is a strategic tool that helps in improving internal learning initiatives that advance staff retention and growth. However, Niati, Siregar and Prayoga (2021) argued that training is very cost and time consuming process when it includes recruiting external trainers. This also creates a gap among trained as well as untrained workers that can affect their motivation. This majorly affects the productivity and performance of employees that can harm company's reputation in the market.

Sugiarti (2022) ascertained the fact that Investing within staff training and development is a strategic plan that positively impact both company and employees. Well trained workers carry out tasks with more efficiency that lead to few error, enhanced productivity as well as quality within the organization. Learning opportunities evaluates that the firm values staff development, promote job satisfaction as well as improve morale. Constant training encourages trust and reduces the chances of employee leaving the organization. This helps the company in retaining employees for the large period of time with better career development and growth opportunities. Training employees with new technologies advancements and tools can help them to learn new methods of doing work. This increases their engagement and morale to provide better services to company for their mutual growth. On the critical note, Sugiarti (2022) said that training can be irrelevant if not created on the basis of the needs of the workers. Training initiatives for specific departments on theoretical lectures makes it tough for the workers to learn the specific skills required. These lectures make the overall training initiative very boring when taken for long period of time.

Hanushek and Woessmann (2020) examined that firms that prioritize staff growth attract talent pool which helps them to improve their brand reputation in the minds of the customers. Well trained staff provides exceptional services that lead to enhance in customer satisfaction as well as loyalty. Training on safety protocols as well as policies reduces the risk of noncompliance, accidents as well as potential legal problems. Training initiatives encourage the collaboration and knowledge, promote the culture of teamwork as well as mitigate skill gaps. The company that invest in staff development empower people of improve their skills that expand their knowledge to advance their career. Company investing in employees training and development can enhance productivity, minimize errors as well as improve customer satisfaction that contribute to overall growth, cost savings, improve productivity as well as create positive impact on business. Nevertheless, Riyanto et al, (2021) argued that to keep the employees updated with latest trends and technologies, taking long hours in training them can make them feel much stressed that reduce their productivity and efficiency.

Davidescu et al, (2020) identified in their study that when workers get regular training helps in enhancing their knowledge and job skills. This also boosts their self-confidence to apply their talent that improve the productivity and efficiency of the firm. This continuous cycle of learning promotes the skill and motivates employees that contribute in overall efficiency of the firm. On the other hand, Sabuhari et al, (2020) said that training sessions that take long hours are boring for employees. When these programs are conducted with constant data again and again can lose the interest of employees. When a worker is updated as well as trained with the latest skills as well as knowledge can grow in their career with better salary and perks. Another limitation in there is not enough time for employee training with hectic schedule.

2.3 Training And Development Methods Used Within The Hospitality Industry

Wiradendi Wolor et al, (2020) ascertained the fact that on the job training signifies a practical strategy to acquire new skills and competencies required within hospitality sector. This training is conducted at the workplace with the support of leaders and supervisors according to the needs of employees. New workers that are provided with on the job training get better knowledge of work processes that can expect to encounter. They can learn workplace needs, equipment operations as well as other various skills that are required within Hotel industry. On the job training facilitate staff with hospitality industry to gain work experience in various situations on daily basis. This method prevents new workers from feeling lost. This helps the trainer to provide training opportunities with useful skills and knowledge. However, Purwanto (2020) argued that the risk of inconsistency in training is a major concern. When various trainers offer instruction with different insights and approach then it creates huge stress among employees. A deficiency within theoretical understanding can arise from over dependency upon on the job training.

Swanson et al, (2020) defined onboarding is the procedure by which new staff gain the knowledge, skills as well as behaviour to become efficiently contributors within hospitality industry. On-boarding initiatives are created to introduce new employees or relocated into new job roles. The onboarding procedure includes integrating new workers in the group as well as offering them with skills required to work independently within the organization. Hotel or restaurant staff onboarding includes learning the touring and menu. Efficient onboarding provide new employees with company's mission, values and culture that helps them to understand identity. An efficient onboarding programs minimize turnover rates and disturbance at workplace. However, Pham et al, (2020) argued that implementing and developing an efficient onboarding program needs a major investment in resources as well time. Making sure that all employees receive onboarding experience needs careful communication as well as planning.

Loan (2020) ascertained the fact that ELearning refers as a delivery of training to employees through digital resources. This method of training is very useful for companies as it provides flexibility for the learners and trainers. They can get training anytime, any location and any device. Workers can access the training without wasting their time and retain material for the long period of time. E-learning is more cost effective method as it mitigates the expense of catering, travel and materials. Single online platform can help the company to reach large number of employees in the short amount of time. This method is also useful for soft and technical skills improvement of employees. On the critical note, López-Cabarcos et al, (2022) said that e-Learning training method struggles with employee feedbacks. Employees are all different, those with less self-esteem tends to lessening behind using this method due to the lack of time for training sessions.

Chanana and Sangeeta (2021) ascertained the fact that coaching and mentoring allows company to make better connection with their staff with constant training and guided learning. The major aim of this method is to offer clear understanding and insight of the dynamics that take place among people. Mentoring is taken place internally and coaching is taken from outside the company. Mentoring concentrates upon attaining the company's gaols. Coaching method focuses on improving productivity through self enhancement and awareness. Mentoring and coaching a staff makes them more worthy within company by enhancing and developing their knowledge both personally and professionally. Coaching encourages staff to offer and work towards objectives that promote their career development. Coaching takes place on the short period of time which helps employees to accomplish particular targets. Engaging workers led to high productivity, boost revenue as well as better turnover rates. Mentoring and coaching assist employees' engagement on both professional and personal level. Comfort level leads to create loyalty a trust that helps in promoting better work environment. On the other hand, Purwanto (2020) said that this method is very time consuming as resources need to be prepared in advance that create dependency on mentor or coacher. This program also follows a standard approach that might not be efficient to handle particular needs. This limitation can harm employee growth and prevent to accomplish desired outcomes.

2.4 Relationship Between T&D And Performance Of Hilton's Employees

Sabuhari et al, (2020) described when workers receive regular training and development, this improves knowledge and skills and boost self-confidence of employees. This allows them to work with enhanced productivity as well as effectiveness within the place of work. Personnel can apply and adapt the similar performs at the organization that they have educated throughout the training programs. Consistent work promotes efficient as well as cohesive working environment that lead to enhance collaborative and better results for the company. An efficient training program facilitates methodological and systematic learning of workers also promotes a confident and practice methods to acquire new skills. This also fosters the culture of constant improvement at the workplace. However, Pham et al, (2020) argued that depending upon the situations training and development decreases the worker confidence and capabilities. For instance, if worker in hospitality industry are taught to carry out task with efficiency buy with no sensitivity to guest can result in dissatisfied guest experience.

Wiradendi Wolor et al, (2020) ascertained the fact that better training initiatives always helps employees to get familiar with company's ethics, mission, values and policies. This helps the company to engage employees and lead to increase loyalty towards the firm. Employees with regular training improve their job capabilities. This ability helps them to satisfy guests more efficiently that eventually improve the productivity and performance of the organization. Enhanced customer satisfaction can lead to create strong market position for the firm. Employees with expertise and skills through regular training & development can help the company to gain competitive edge in the global market. With the rising technologies across hospitality sector, exposing workers to adapt new practices and procedures is vital for all the companies. By providing appropriate training and development to the employees company can help them to adapt challenges, stay updated with market trends, promote the culture of innovation and maintain sustainability with the long term development. On the critical note, Chanana and Sangeeta, (2021) defined that when employees are trained improperly within daily expectation and task does not match the training outcomes that result in stress among both company's performance and employees' productivity.

Swanson et al, (2020) identified in their study that new today's business world there is huge change in industry trends, technological advancements as well as innovation. To maintain competitive edge in the market it is crucial for the companies to understand the significance of T&D of employees. Companies that provide T&D to employees help them to be equipped with adapting change and offer the company with competitive advantages. Acquiring talented leadership starts with hiring new employees or existing employees for leadership roles. By creating leadership development initiatives the company can seek individuals outside the firm for appropriate leadership role. Nevertheless, Zeb (2023) said that quick planned training programs seems affordable but that end up expensive for the company in long term. Workers required to sit through unproductive training sessions are more adaptable to protest about its circumstances. The problem of inefficient training eventually impacts the firm's bottom line and also harms the brand image. Frustrated and stressed workers lead to dissatisfy customer that reduce the revenue of the firm.

Siregar and Prayoga (2021) stated that companies face major challenge in recruiting and retaining employees, which can be efficiently achieved by professional development initiatives. Development programs provide employees with sense of trust and loyalty tat improve retention rates within the organization. The major benefit of training and development is that it allows taking responsibilities of their roles and responsibilities that lead their future promotions and career growth. Regular training and development helps the employees to feel engaged and fills skills shortage by assessing existing capabilities and skills. On the other hand, Pham et al, (2020) argued that when staff is trying to meet deadlines, analysing skill training feels like a major barrier. This might distract the work and create obstacle in finishing the task. It is significant to communicate workers with effectiveness of training for their career growth and objectives of the firm.

2.5 Research Gap

The training and development gap exist when there is a difference among desired results. This can occur on individual, group or company as a whole. This gap reflects with the lack of skills and understanding of job expectations. Job description should be communicated periodically to make sure that performance needs meet desired outcomes. Recognition of training and development needs should also be incorporated on time. Imploring input also inspires communications progress on training and development mostly with anticipation of both company as well as employees.

3. Research Methodology

3. 1 Research Type: Qualitative

Research type is a structured approach that is used to gather, evaluate and interpret data. This describes methods and process that is used to recognize and evaluate information regarding particular topic. There are mainly 3 types in research that is qualitative, quantitative and mixed method (Pandey and Pandey, 2021). For the current study on impact of T&D on workers of performance within Hilton, qualitative method will be chosen. Qualitative research concentrates on examining behaviours, opinions and experience of individuals. This method produced valid and detailed information on the basis of participants from the research. Qualitative research assists in generating hypotheses and future investigation more efficiently to derive desired outcomes.

3.2 Research Approach

Research approach is the procedure selected by the investigator to gather, investigate as well as understand the data. There are generally 2 types of approach such as inductive and deductive. On the basis of qualitative nature of the study, the researcher will use inductive approach to investigate further. Inductive approach starts with investigator collecting data that is particular foe the study. This establishes connection among evaluation of the objectives that is gained from raw data. This is better for discovering new data and make predictions on the basis of information (Newman and Gough, 2020). This is a method of creating new theories or generalization on the basis of particular data. This starts with data collection and recognizing new patterns from theories.

3.3 Research Philosophy

Philosophy in research signifies the belief about the way in which the information must be collected, appraised and used. Research philosophy is of primarily two types such as interpretivism as well as positivism. For the present study the academic will use interpretivism philosophy. This is a method which is used to analyse data on the basis of norms, belief and values of the culture. Interpretivism philosophy is based on natural method of data collection including survey and secondary sources. Interpretivism philosophy is the most reliable method for evaluating information that is challenging to measure with quantitative methods.

3.4 Data Collection

Data collection is the procedure of gathering as well as evaluating data upon particular topic that helps the researcher to get respond on research questions, access outcomes and test theories. Research information is collected, perceived and created to validate original study findings. There are 2 types of data collection methods which comprises primary as well as secondary. For the study on impact of T&D on performance of Hilton's staffs, in cooperation primary as well as secondary data collection methods will be selected to get in-depth knowledge of the study. Primary data will be assembled using survey from employees of Hilton to evaluate their influence from training and development programs (Nayak and Singh, 2021). The researcher will include participants to get first-hand information regarding their personal opinions and views. Secondary data will be gathered from books, journals, online articles, research papers, print media and various other sources.

3.5 Sampling

Sampling refers to selecting the group that from where the actually data will be gathered for the research. For this research simple random sampling method will be chosen by selecting 30 employees to Hilton to evaluate the impact of training and development of their performance. This will help the researcher to clearly identify and get in-depth information on the influence of T&D within the company's staff.

3.6 Data Analysis

Data analysis offers the measure to evaluate theories thoroughly. This is a process of gathering, modelling as well as analysing information using a range of statistical methods and strategies. There are mainly two methods of data analysis such as thematic analysis and SPSS. For the current research the researcher will use thematic analysis. This is a method of analysing qualitative data. This helps the researcher to evaluate the data to recognize common patterns and themes. Thematic analysis is an vigorous procedure of reflexivity in which the investigator's individual knowledge is at midpoint of making sense of information. The thematic analysis offers a flexible technique of analysis of data as well as facilitate researcher with diverse methods to participate.

3. 8 Reliability And Validity

Reliability as well as validity are the method of measuring the data. Reliability refers to the measuring the results that can be carried out under the same situations. Validity is the accuracy of the results that are supposed to measure (Thomas, 2021). Reliability within qualitative study refers to the stability of response to various data sets.

3. 9 Ethical Considerations

Ethical consideration with study is the set of principles that allow the researcher to make research designs as well as practices. The research will include guidelines of authorship, patent policies, copyrights, confidentiality and data sharing policies that are created to protect intellectual property rights while encouraging partnership. Informed consent will be taken from all the participants to maintain anonymity in the research.

3.10 Time Plan

Conclusion And Potential Outcomes

Training and development initiatives assist to clear out expectation of company from their workers. This promotes the culture on the basis of performance, where workers are set accomplished objectives on the basis of clear organizational goals. Training not only helps the company to enhance their knowledge and skills but also analyse their attitude towards the company's activities. Training also offers opportunities for workers to learn various knowledge, skills as well as technical advancement. These improvements positively affects the productivity of the employees that can enhance revenue and productivity within Hilton. Keeping workers satisfied and motivated is very challenging for companies. Various training initiatives can be planned to make this process engaging and interesting for employees.

References

Books And Journals

• Adula, M., Kant, S. and Birbirsa, Z.A., 2023. Effects of Training on Organizational Performance in the Ethiopian Textile Industry: Interview based Investigation using MAXQDA. IRASD Journal of Management, 5(1), pp.08-19.
• Al Jubouri, Z.T.K., 2023. The Role of Transformational Leadership for Human Resource Managers in Training and Development. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev., 8(4), p.23.
• Al-kharabsheh, S., Attiany, M., Alshawabkeh, R., Hamadneh, S. and Alshurideh, M., 2023. The impact of digital HRM on employee performance through employee motivation. International Journal of Data and Network Science, 7(1), pp.275-282.
• Chanana, N. and Sangeeta, 2021. Employee engagement practices during COVID?19 lockdown. Journal of public affairs, 21(4), p.e2508.
• Davidescu, A.A., Apostu, S.A., Paul, A. and Casuneanu, I., 2020. Work flexibility, job satisfaction, and job performance among Romanian employees-Implications for sustainable human resource management. Sustainability, 12(15), p.6086.
• Hanushek, E.A. and Woessmann, L., 2020. The economic impacts of learning losses.
• Loan, L.J.M.S.L., 2020. The influence of organizational commitment on employees' job performance: The mediating role of job satisfaction. Management Science Letters, 10(14), pp.3307-3312.
• López-Cabarcos, M.Á., Vázquez-Rodríguez, P. and QuinoA-Pineiro, L.M., 2022. An approach to employees' job performance through work environmental variables and leadership behaviours. Journal of Business Research, 140, pp.361-369.
• Nayak, J.K. and Singh, P., 2021. Fundamentals of research methodology problems and prospects. SSDN Publishers & Distributors.
• Newman, M. and Gough, D., 2020. Systematic reviews in educational research: Methodology, perspectives and application. Systematic reviews in educational research: Methodology, perspectives and application, pp.3-22.
• Niati, D.R., Siregar, Z.M.E. and Prayoga, Y., 2021. The effect of training on work performance and career development: the role of motivation as intervening variable. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(2), pp.2385-2393.
• Pandey, P. and Pandey, M.M., 2021. Research methodology tools and techniques. Bridge Center.
• Persada, I.N. and Nabella, S.D., 2023. The influence of compensation, training, competence and work discipline on employee performance pt. Luas retail Indonesia. International Journal of Accounting, Management, Economics and Social Sciences (IJAMESC), 1(4), pp.291-303.
• Pham, N.T., Thanh, T.V., Tu?ková, Z. and Thuy, V.T.N., 2020. The role of green human resource management in driving hotel's environmental performance: Interaction and mediation analysis. International Journal of Hospitality Management, 88, p.102392.
• Purwanto, A., 2020. The impacts of leadership and culture on work performance in service company and innovative work behavior as mediating effects. Journal of Reseacrh in Business, Economics, and Education.
• Rivaldo, Y. and Nabella, S.D., 2023. Employee performance: Education, training, experience and work discipline. Calitatea, 24(193), pp.182-188.
• Riyanto, S., Endri, E. and Herlisha, N., 2021. Effect of work motivation and job satisfaction on employee performance: Mediating role of employee engagement. Problems and Perspectives in Management, 19(3), p.162.
• Sabuhari, R., Sudiro, A., Irawanto, D. and Rahayu, M., 2020. The effects of human resource flexibility, employee competency, organizational culture adaptation and job satisfaction on employee performance. Management Science Letters, 10(8), pp.1775-1786.
• Sugiarti, E., 2022. The Influence of Training, Work Environment and Career Development on Work Motivation That Has an Impact on Employee Performance at PT. Suryamas Elsindo Primatama In West Jakarta. International Journal of Artificial Intelligence Research, 6(1), pp.1-11.
• Sutaguna, I.N.T., Yusuf, M., Ardianto, R. and Wartono, P., 2023. The Effect Of Competence, Work Experience, Work Environment, And Work Discipline On Employee Performance. Asian Journal of Management, Entrepreneurship and Social Science, 3(01), pp.367-381.
• Swanson, E., Kim, S., Lee, S.M., Yang, J.J. and Lee, Y.K., 2020. The effect of leader competencies on knowledge sharing and job performance: Social capital theory. Journal of Hospitality and Tourism Management, 42, pp.88-96.
• Thomas, C.G., 2021. Research methodology and scientific writing. Thrissur: Springer.
• Wiradendi Wolor, C., Solikhah, S., Fidhyallah, N.F. and Lestari, D.P., 2020. Effectiveness of e-training, e-leadership, and work life balance on employee performance during COVID-19. Journal of Asian Finance, Economics and Business, 7(10).
• Zeb, A., Goh, G.G.G., Javaid, M., Khan, M.N., Khan, A.U. and Gul, S., 2023. The interplay between supervisor support and job performance: Implications of social exchange and social learning theories. Journal of Applied Research in Higher Education, 15(2), pp.429-448.

Online

• Hilton. 2023. Online. Available through. :<https://www.hilton.com/en/locations/india/?WT.mc_id=zLADA0IN1MB2PSH3GGL4INTCRB5dkt6MULTIBR7en_&epid!_&ebuy!&&&&&gad_source=1&gclid=EAIaIQobChMI3MSA8omqhAMVVtkWBR3K5Q2pEAAYASAAEgKYdfD_BwE&gclclass="lazy" data-src=aw.ds >