Importance of Skill development and Training Sample

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Skills development and Training Importance

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Acknowledgment
Firstly, I wish to thank and acknowledge my supervisor who has given me proper
guidance and support through the dissertation completion. I would also like to thanks to
all Holiday Inn Hotel managers and employees from different departments who have
provided me invaluable support in conducting survey and interview for data collection
purposes. At last, I thanks to my family members and my friends for supporting me
morally.

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Abstract
Purpose of the Research: The given dissertation is mainly aimed to analyze the
importance of training and skills development for efficient HRM. This dissertation is
particularly focused on Hospitality sector.
Methodology: This research is conducted with the implication of the mixed method
approach. Primary data method is used under which both survey through questionnaire
and interview method is used. The critical literature review is used for secondary data
collection.
Data Analysis and Results: The data analysis is conducted from the results generalized
from interview with Holiday Inn Hotel managers and survey with employees. Further, all
the results are critically discussed with evidences.
Conclusion: It has been concluded that training and skills development is very important
HRM tools through which performance of the employees and organization as a whole can
easily be improved.

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Table of content
Chapter 1: Introduction……………………………………………………………………3
Chapter 2: Literature Review…………………………………………………………….10
Chapter 3: Research Methodology……………………………………………………….22
Chapter 4: Data Finding and Analysis …………………………………………………. 29
Chapter 6 Conclusion and Recommendation…………………………………………….43
References………………………………………………………………………………. 49
Appendices
Appendix 1: Questionnaire
Appendix 2: Reflective Statement
Appendix 3: Figures

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Chapter 1: Introduction
1.0 Introduction
The research planned is based on the human resource management. HRM is the
most important area of concern for each and every business organizations. This is
because organizations depend on the entrepreneurial behavior at a great extent that calls
for a high degree of motivation and achievement to engender business excellence. The
organizational performance has greatly been affected by the human resources and
thereby, it is essential to follow right training and proper skills development. The extent
to which the employees are committed to their work and organization has a significant on
a performance of the organizations.
The effective training and skills development not only bring required change in
the human behavior, but also enhance employee‟s willingness to work and the desire to
constantly improve his performance (Aguinis and Kraiger 2009). In context to the
efficient HRM, the importance of skills development and training is being explored. The
main focus of the planned research is to assess how HRM and organization‟s success are
related with each other. The skills development and training importance in efficient HRM
has been explored out in the hospitality sector, which is the one leading area of service
industry. In relevance to the research planned, the introduction covers various sections
include background, rational behind conducting research, its aims and objectives,
research question and sub-questions and lastly structure followed throughout the research
study.
1.1 Background of the Research

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The efficient HRM is the major area of concern as this is directly related to the
service efficiency and overall success of an organization. The management has to apply
effective HRM tools to make their employees highly motivated and committed towards
business responsibilities (Puncheva 2008). Without effective HRM policies, it could not
be easy to build self efficacy and promote employees motivation level. For each and
every business organization, it is very important to focus towards HRM to build more
efficient, effective and highly motivated workforce and team, which enhance the
competitive position of the company and improve employee morale (Aguinis and Kraiger
2009). In context to this research topic, the dissertation investigates skills development
and training importance in efficient HRM particularly in the hospitality sector.
Training is defined as “a planned programme deigned to improve performance
and to bring about measurable changes in knowledge, skills, attitude and social behavior
of employees for doing a particular job”. Skills development on the other hand is defined
as process of developing required skills to a greater extent as per job requirements
(Aguinis and Kraiger 2009). In other terms, skills development is the way to improve to
improve employee creativity and self efficacy, open mindedness, generate innovative
ideas, and expertise, so on. In a changed economic set up with cut throat competition, an
organization should give focus towards its employee efficiency as they are in direct
contact with customers.
In the same context, the organizations strategies to compete effectively with rivals
through brining new and innovative changes in products and services, designs and selling
methods is only possible when their employees are more competent, and willing and
highly motivated to perform job in the more effective and better way (Puncheva 2008).

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This signifies that training and skills development is highly important to improve quality
of products and services. In an organization, training and skills development maximizes
the use of human resources through optimizing the competence of available human
resources along with utilizing unemployed workforce. Besides that, an initiation of the
proper and timely training and skills development programs directly lead in improving
competence for future challenges and thus, both has been crucial for efficient human
resource management. Overall, in-depth research and investigation of this topic provide a
good theoretical and practical knowledge pertain to the skills development and training
importance in efficient HRM.
1.2 Rational of the Research
This is another significant part of the dissertation, which highlights rational
behind conducting the research. The research is based on the topic of training and skills
development importance, which is one of the quite learning and interesting areas of the
research topic. A thorough study to the research will provide me good level of
understanding and helps in knowing direct practical implications in the service
organization. This is quite worthful research not only in terms of knowledge and learning,
but also it has great implications in the practical or real situations. For instance;
hospitality firms can easily adopt new innovations and techniques by providing required
level of training to the workers (Burke and Hutchins 2007). As a result, hospitality firms
can easily compete and withstand against competition with motivated and efficient HR.
The research in context to this area helps in improving knowledge about the need
of training and skills development in the organization. Additionally, it reflects importance
of training and skills development in respect to both employees and organization as a

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whole. In line with this context, the importance of training can easily be evaluated in
terms of the quality and productivity improvement. This is because training prepares
people to carry out present job more competently that would result into improving quality
of service and productivity of employees and business organizations. The main focus of
the research is to evaluate importance of HRM tools particularly training and skills
development for efficient management of human resources, which is quite helpful for me
in applying real life experience.
1.3 Aims and Objectives
The dissertation is primarily aimed to research the skills development and training
importance in effective HRM. In context to this topic, the research is focused on the
hospitality sector. The main aim of the research is to assess and evaluate the significance
of training and skills development to improve human resource practices or to keep proper
alignment between organizational objectives and employee‟s efficiency, skills, creativity
and motivation level.
The main objectives of the research with respect to the defined research aim are
mentioned as under:
1. Evaluate the skills development and training importance for improving the quality
of services and direct impact on customer‟s satisfaction.
2. To identity the importance of training and skills development in brining openness
in creativity and innovative ideas, and enhancement in motivation and self
efficacy level.
3. To evaluate how good and required level of training might contribute in the
success of services.

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4. To identify the future consequences of improper training and skills development
with respect to the HRM.
1.4 Research Question and sub-questions
The main question of the research is, ““Are the employee training and skill
development programs beneficial to improve the employee performance and overall
standards of the organization”. The answer to this question reflects importance of
training and skills development in context to the employees and an organization
performance improvement.
The sub-questions or related questions of the research with respect to the
objectives are mentioned as under:
 How training and skills development would contribute in improving product
quality? And in other terms, how training and skills development is being
related to success of service and/or customer‟s satisfaction?
 What is the main purpose of training and development?
 How might training and development affect employee‟s knowledge and brings
creativity in their thoughts?
1.4 Structure of the Dissertation
The structure of the dissertation reflects about the chapters, which are being
covered in the whole dissertation. The brief details of the chapter covers in the
dissertation are mentioned as under:
Chapter 1: Introduction: The chapter of introduction covers the main background and
rational of the study. In addition to this, it covers main research aim and objectives along
with research questions and sub-questions.

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Chapter 2: Literature Review: This is the most important chapter of the research that
provides an in-depth theoretical knowledge about the topic. Under this section of the
dissertation, the critical review of various literary sources particularly scholarly articles
are reviewed.
Chapter 3: Research Methodology: The research methodology is the next important
chapter of the dissertation that covers details about the research method used to collect
research data. Under this research chapter, the following heading such as research
methodology include Postivism and Interpretivism, data collection methods include
primary or secondary, research design and approach, sample population and size,
sampling strategy, and ethical consideration are covered.
Chapter 4: Data Analysis and Finding: The results of the research collected through
conducting interview and survey through questionnaire is being covered in this chapter.
This is significant part of the dissertation through which major findings of the research
can be observed and investigated and identify with the above stated aim and objectives.
Chapter 5: Discussion: Under the chapter of discussion, the finding generalized from the
results of the research can be discussed with supportive evidences. This part provides an
in-depth knowledge about the research study.
Chapter 6: Summary, Conclusion and Recommendations: This is the last chapter of the
dissertation which covers whole summary of the dissertation along with good concluding
points. Furthermore, it also includes applicable recommendations with respect to the
topic and dissertation as a whole.
1.5 Summary

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The main focus of the dissertation is to evaluate importance of training and
development in the efficient human resource management and organization success. In
relevance to this, the dissertation focuses on training and skills development importance
particularly in the hospitality organization.

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Chapter 2: Literature Review
2.1 Introduction
Literature review is the most crucial part of the dissertation through which depth
insight of the research topic can easily be gained. In this part of the dissertation, number
of the scholarly literary sources like journals is being used to explore about the topic.
Basically, it is critical review of various literary sources to meet the research aims and
objectives. In relation to the dissertation, the objective of the literature review is to
evaluate the importance of skills development and training efficient HRM and directly to
the organizational services and success. With due respect to the specified key objectives,
the analysis of different literary sources is done so that the main research aim is easily
attained.
2.2 Benefits of skills development and training:
The skills development and training are the most important key functions of HRM
that greatly contributes in the improvement of the organizational services. Skills
development and training not only brings required changes in the individual‟s skills,
attitude and knowledge, social behavior in respect to particular job, but it brings a
competitiveness or competitive advantage through improving overall services.
Aguinis and Kraiger (2009) noted that skills development and training is
important for the individuals and team along with it plays a vital role for organizations
and society. Training builds a more efficient, effective and highly motivated team that
stimulates competitive position and produce benefits for an organizational stakeholders.
This critical evaluates that the policies and practices related to skills development and
training must be considered as an integral part of a company‟s success. In lines with this

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review, authors have stated that training and development is the approach to learning and
creativity that leads in the efficient HRM and organization strength.
Authors‟ beliefs the required training in work and organization leads in improving
organizational performance and ultimately contributes in giving valuable services to
customers. In context to the employees and teams, skills development and training brings
positive changes in the job performance and also enhances motivation level, work
attitudes and empowerment. Training affects the both declarative and strategic
knowledge and improves adaptive expertness to a greater degree.
In relation to the training benefits to organization, authors emphasized that
training leads in the improvement of productivity, sales and profit earning ability.
Moreover, it also helps an organization in lessening costs and improves quality of
products and services to have a competitive advantage (Aguinis and Kraiger 2009).
Overall, it is reviewed that an organization should give keen attention towards the
training and skills development as effectiveness of a business and other HRM practices
and strategy is totally depended on this.
In the same concern, Burke and Hutchins (2007) have also noted that training
improves the self efficacy, intellectual ability and motivation level. The importance of the
skills development and training is become very crucial and important to meet the
changing business needs in the competitive environment (Burke and Hutchins 2007).
Kellogg (2008) has stated that training methods helps in achieving cognitive
apprenticeship and also helps in crafting high level of knowledge (Kellogg 2008).
2.3 HRM and Corporate Reputation

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Friedman (2009) has stated that the practices of HRM and corporate reputation
are related to each other. The behavior of the stakeholders is highly being influenced by
corporate reputation and thus, there needs to look after the organizational value. In
relevance to the topic, Friedman emphasized that employee competencies and motivation
must be centered in HR functions like recruitment, selection, training and skills
development. This is because these functions lead in the efficient HRM and ultimately
influence the business image or reputation (Friedman 2009).
The skills development and training helps in improving knowledge, attitude and
work performance. With such a high level of improvement, employees will able to give
perceived products and service quality to the customers, which leads in the improved
customer satisfaction (Friedman 2009). In lines with this review, it is analyzed that
training and skills development is highly important as this helps in giving more satisfied
services to the customers along with builds positive word of mouth.
Puncheva (2008) has emphasized that the functions of human resources i.e.
training and skills development are one of the determinative areas of concern in
organizations as the business organization image is excessively affected (Puncheva
2008). Employees have direct interaction with customers in the service industry and
thereby; it is essential that training and skills development activities must be focused and
place in a prominent role. In the same concern, author has believed that employee‟s level
of satisfaction greatly leads in the bettering high customer satisfaction. Altogether, it
infers from this literature that training enhances interactive abilities and intrinsic
motivation of the employees that aids in interacting with external stakeholder like
investors and consumers in an efficient way.

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Pratoom (2010) has stated that organizational long term sustainability in the
globalize economy can easily be attained by building corporate reputation. The
organizational reputation based on the employees and management work. To sustain a
corporate reputation, organization needs to be focused on the employees recruitment and
training to improve their knowledge and performance (Pratoom 2010).
2.4 Self Efficacy and Performance:
Judge and his associates (2007) have stated that the training plays an influential
role in building high self efficacy that has been related to the performance of job and task
of the workforce. Authors have defined self efficiency or effectiveness as belief of
individuals in concern to his//her potentiality or competence to put or perform job and
work at the high performance level (Judge, Jackson, Shaw and Rick 2007).
According to authors, the self efficacy includes agreeableness, conscientiousness,
general mental ability, extraversion, openness, experiences and emotional stability. All
these lateral performance variables are directly linked with work related performance or
we can say that these variables influences the work related performance (Judge, Jackson,
Shaw and Rick 2007). The work related performance of the employees is influenced by
the level of self efficacy at an extreme level. Self efficiency helps in brining required
changes and improvement in the work performance as such adds in the intelligence,
personality and task experience improvement (Blume et al.2010). In context to this
review, programs of training and skills development adds in the workers self efficiency
and overall work performance because training imparts required job knowledge. Through
having acquired job related knowledge, an individual can perform its job in the efficient

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and successful way. From this analysis, it is reviewed that training and skills
development contributes in the employees‟ vision and intrinsic motivation.
In the same area, Kammeyer-Mueller, Judge nd Scott (2009) have also focused on
the importance of training with respect to self efficacy. According to authors‟ viewpoints,
enhancement of self efficacy directly leads in improving job satisfaction. In context to
this, it is also noted that training is an effective means through which level of strains can
be reduced to the utmost extent (Kammeyer-Mueller, Judge and Scott 2009).
2.5 Need of training for performance:
Palamino and Martinez (2011) has stated that training helps an organization to
have a good knowledge and better understanding about the related products and services.
In the service industry, training directly influences employee efficiency and performance,
which is greatly linked with organizational services. In this article, author has noted that
training is related to the employees efficacy and ultimately to the work performance. This
evidently shows that training and skills development needs to focus to promote the
intrinsic motivation and behavior of employees. As per authors, training and skills
development is an effective instrument through which an organization can strengthen and
clarity creativity and efficiency to a great extent (Palamino and Martinez 2011).
In the same area, Chen and Huang (2007) have focused training and involvement
is the two important areas of concern with respect to the innovative HRM practices. The
HR practices use the measures such as recruitment, compensation and training
straightforwardly makes HR practices efficient. This reflects the training plays a
significant role in making the practices of human resources effective with respect to the
required improvement in the product and service quality. In the today‟s competitive

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environment, business organizations need to build competitive advantage. In lines with
this context, it is reviewed that training and skills development leads in the innovative
work related performance and practices (Chen and Huang 2007). This endlessly supports
in the improvement of the productivity to the higher level.
Besides that, authors have also reflected that operational performance of the
employees has also been influence by the training, which is the great demand in the
service and manufacturing firm. In the viewpoints of Chen and Huang, an effective and
proper training program not only supports workers in having depth insight or knowledge,
but it brings openness in their creativity level and innovative ideas. In an efficient HR
practices, training programs develops innovative capability, skills and new knowledge
through which they can perform with more expertise and meet the high level of
performance (Chen and Huang 2007).
In the hospitality companies human resource management practices are the most
supportive practices to promote radical and incremental innovation. According to Chang,
Gong and Shum (2011), human resource training is the most significant HR practice for
having successful position among all the service industries (Chang, Gong and Shum
2011). Authors believed that training to the employees is significant for developing
multiple skills among them which have positive impact on services of hospitality industry
in terms of customers‟ satisfaction and retention. In the hospitality industry training is the
most vital practice related to human resource management because it is mainly
characterized by improvement of skills level among the employees in order to attain high
turn over.

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Training employees for skills development is the guiding philosophy in the
process of hospitality employee management. In the hospitality companies the new
project development practices are vital to their success and that can be achieved only
through enhancement of innovation. For such innovation purpose perceiving employees
training is considered the most significant HRM practice by the executives of the
hospitality industry.
The HR training in this industry not only improved the attitude of the employees
towards customer service, but also improves the degree of employee commitment. The
authors have stated that training to the core customer-contact employees is a key
approach to reaching the highest degree of success in hospitality innovation process as it
generated multiple skills among the employees. Training is important HR practice in the
hospitality industry because it not only enlarges the catalogue of knowledge and skills of
the workforce, but also advances the degree of intrinsic motivation among them
2.6 Efficient Human Resource Management, the source of competitiveness in
Hospitality Industry:
It has been evident through having deep insight into the historical data, that
human resource management is the biggest challenge faced by the hospitality industry.
According to Sing, Hu and Roehl (2007), throughout the foreseeable future human
resource management will continue to be the greatest challenges in front of the business
managers working in the hospitality industry (Singh, Hu and Roehl 2007). Finding and
nurturing employees in the hospitality industry is really a challenging task as the labour
market in this industry is highly tightened. Without having well trained, knowledgeable
and skilled employees, it is not possible to render highly superior experience to the

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visitors in the hospitality industry as new technological advancements have
revolutionized the concept of hospitality services.
By the provision of the skill development practices and training the human capital
can improved to generate new competencies among them in terms of knowledge skills
and behaviour in order to make the business organization highly successful. In this way
efficient human resource management is the major sources of competitiveness n the
hospitality industry. In the hospitality industry development of the efficient human
resource management is the most emphasized area. The characterization of the hospitality
Human Resource Management through some unique attributes of the service industry
including variability, perishability, inseparability and intangibility which have become a
central concern of the human resource management practices in the employees‟
profession in the hospitality industry. In order to explore the issues related to human
resource management, the hospitality industry provides a wonderful environment for the
development of employees‟ skills because it is a highly labour intensive industry.
` Maurer, Lippstreu and Judge (2007) have stated that training plays an important
role in the improving self efficacy along with motivate them to learn and possess work
related knowledge. Furthermore, training leads in improving the qualities required for
learning and to set challenging tasks with respect to the standard improvement in the
organizational competitiveness. In the similar context, authors have also noted that an
effective and successful training program stimulates the employees‟ attitude to learn. This
leads in building openness to experience that has been concurrent to work related
behaviour (Maurer, Lippstreu and Judge 2007). This shows that training brings openness

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in an individual thoughts and beliefs, which further improves its intelligent and
curiousness.
According to authors, the high level of openness to experience supports in gaining
a new experiences through which they can perform job work in efficient way. Maurer,
Lippstreu and Judge has emphasized that training is the very significant function of
Human resources which contributes to the learning readiness, motivational and
involvement improvement (Maurer, Lippstreu and Judge 2007). It is evaluated that
without required training, it wouldn‟t be possible for the new comers to do work related
job successfully. In line with the same context, training is also greatly required to adopt
new changes in the business environment in order to render the quality products and
services to the customer. This review determines that training and customer satisfaction
has been linked with each other to a significant level.
An organizational performance is influenced by the practices of Human resource.
As such, the productivity, competitiveness and efficiency of the business to deal with the
customers are totally relied on the human resource. In concern to this, Toh, Morgeson
and Campion (2008) have emphasized on the relationship between HR practices and
contextual factors of organization. As per the authors‟ views, performance is totally
depending on motivation and capability and thus, the management needs to focus on both
aspects.
Training program needs be proper and suitable as per the requirement, so that
skills levels can easily be increased to an efficient degree. With this, it is critically
evaluated that training and skills development plays an important role in the skills
improvement. With the improved skills development, business organizations can serve

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their customers with improved services which turn out in the increase customer
satisfaction and good market image (Toh, Morgeson and Campion, 2008). In context to
the research aim, “Evaluation of skills development and training importance for
betterment in the organizational service, it is examined from the article that training
influences the intrinsic motivation and skills improvement and therefore, businesses tend
to give serious concern towards the training.
In the service industry, there is a great demand of trained, knowledgeable and
skilled employees as such they are in the contact with customers. To serve perceived
quality services, each and every employees must have own a good knowledge and
experience to satisfy consumers needs and demand. Skills development and training is a
good way to build long term relationship with current and prospective customers through
providing valuable and satisfied services (Toh, Morgeson and Campion 2008). This
evidently showed that training and skills development must bring into focus by efficient
organizations as this influences the organizational services and market image.
2.7 Importance of Skill Development for Empowerment and change in Hospitality
Industry
The empowered workers are considered as the knowledgeable workers.
Empowerment is considered by hospitality employees the most significant factor for their
successful performance in the industry. Empowerment is mainly related with skills
development of the employees through different means such as training, participation,
communication, coaching, and reward. With the help of all these factors the skills of the
employees can be developed to a significant level for rendering high degree of
empowerment among hospitality employees (Ayupp and Chung 2010).

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Ayupp and Chung (2010) have stated that to serve the hotel industry there is an
intense need for developing more knowledgeable employees through development of
their inner skills. The skill development and empowerment is mainly important for the
front line employees of the hospitality industry because the come in the direct contact
with the visitors and for making the effectively deal with the visitors, it is essential to
have more skills development in the hospitality industry (Ayupp and Chung 2010).
With the help of skills development and empowerment the employees develop
positive perception towards the hotel companies because with such an initiation the
objectives of the employees can be aligned with the organizational objectives through
which they can be given good degree of commitment towards the activities and strategies
of the hotel companies. With the provision of efficient skills development of the hotel
staff, the participation of the employees in the business activities can be increased to a
significant degree, which is the key to make positive and sustainable relationship with the
customers.
In lines with the same discussion, Hospitality industry is the most sensitive
industry to external environmental changes. The hotel and restaurant companies which
are the integral sectors of the hospitality industry tend that they must be flexible enough
to react and adapt according to the critical challenges occurring in the external business
environment in order to remain competitive. The performance of the employees in the
hospitality industry is most important in the hospitality industry because they have direct
interactions with the customers and thus their role is very important to make effective
organizational changes according to the external business environment.

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Chew, Cheng and Larzarevic (2006) have noted that changes in the hospitality
industry includes physical changes in the hotel settings as well as changes in the
operations of the business. For such changes it is essential to increase the degree of
competency among the employees (Chew, Cheng and Lazarevic 2006). According to Jin-
Zhao and Jing (2009), the sight of the management resistance to change is an understood
phenomenon in the organizational setting and thus perceiving the behaviour of the
employees is an important aspect for the human resource. Managers are the most
important agent of the changes in the organizations and thus they need to have good
relationship with the employees to develop effective change management in the hotel
companies for higher degree of success (Jin-Zhao and Jing 2009).
2.8 Summary:
The literature has mainly focused on the skills development and training is the
main measures for empowerment of the employees in the hospitality industry. Training
plays a substantial role in the improvement of the standards service quality which directly
leads in the corporate reputation and positive word of mouth. Employees are in the direct
contact with customers and thus, the HR functions needs to be placed in the center. Based
on the discussion about the importance of skills development and training, it is summed
up that without proper training and skills development; it could not be possible to serve
perceived quality products and service. Therefore, HR functions must focus on the
training and skills development to improve the self efficiency and competency.

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Chapter 3: Research Methodology
Research Methodology is the most important section in the entire dissertation
process. The research methodology provides a basic framework to reach the results of the
research in a right direction. The selection of the research methodology is done according
to the nature of the dissertation and the requirement of the data in order to reach the
results of the dissertation. Research methodology provides an archetype to the research
which surrounds a range of methods which are used in the research for different purposes
(Panneerselvam 2004). Research methodology is an essential element of the research
which helps the researcher to meet the results of the dissertation with greater degree of
validity and reliability. The research methodology process is followed mainly for data
collection and analysis purpose.
3.1 Qualitative and Quantitative Method
The data collection is the most important process in the entire dimension of the
research process. The data collection is done with the analysis of the entire dissertation
process. The data collection is done with the inclusion of some specific methods. The
data collection is mainly done in two forms qualitative method and quantitative method.
Qualitative method is mainly used to collect descriptive data in the form of text. On the
other hand the quantitative method is used to collect primary data which is quite new and
original and collected in a new form for any specific research. In this research a mixed
method research methodology is followed in order to collect data. In this series, the
qualitative data is collected through interview method. The interview is mainly conducted
with the managers in order to collected qualitative data from them (Panneerselvam 2004).
On the other hand, in the quantitative method, questionnaire method is used. The

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questionnaire is mainly developed to be provisioned to the employees of the organization.
The data collection with the inclusion of both these methods in a combined form would
help to reach the result of the dissertation in an effective way. In addition to these two
methods, in the same research secondary data collection is also done. The secondary data
is collected through having deep insight into the different literary sources. The major
literary sources which are explored in this research are some scholarly journal articles
and textbook and other online articles. The combination of all these three kinds of
method has provided a great support to this research work in having highly relevant and
supportive data.
3.2 Research Philosophy
Related to research philosophy, there exist three concerning views with the
researchers. These three views are mainly positivism, interpretivism and realism (Mennen
2010). From these three philosophies, positivism and interpretivism research philosophies
are the two main philosophies which are used on frequent basis by the researcher. The
research philosophy that is used in the following research process is the positivism
research philosophy. The positivism research philosophy mainly holds on the views of
the researchers which are fully based on the knowledge derived from some facts and
findings which are gained on the basis of the person observation of the researcher. In the
positivism approach the researcher uses logical approach to analyze the different points
related to the research with his personal insight (Ethridge 2004). Logical positivism helps
the research to investigate the problem undertaken in the research work for the analysis
purpose to use his personal logics to reach the better and well suited conclusions of the
dissertation. The positivism philosophy keeps the reliability of the research work by

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providing the real value to the research work with the help of the descriptive knowledge
used in the research. The validity of the knowledge has a great place in the positivism
philosophy. With the help of the positivism philosophy the researchers do the
measurement of the different aspects related to the research subject to analyze the
different aspects of the research as good or bad in order to reach some specific
conclusions of the research. With the help of the positivism approach, the personal
experience of the researcher provide the base to research by assisting in assembling the
results of the major postulates framed in the research at the beginning section.
3.3. Method Used
Research methods selection is done by the researcher according to the need of the
data. There are available different kinds of research method with the researchers which
they can use in different kinds of researches for different kinds of works. The main
research methods available in the research process are descriptive research method,
diagnostic research method and exploratory research method. From among all these three
methods, the method selected in the following dissertation is the exploratory research
method. The exploratory research method is selected in this dissertation because it is a
quite flexible method. For using the exploratory research method, the researchers have to
formulate the research problems or have to develop research hypothesis in order to
collect data in its surrounding. In the exploratory research method, the researcher has to
become very serious as in this research method; the real situations are analyzed by the
researchers with the inclusion of his own ideas and insights to reach some specific results
of the research. The exploratory research method is selected in this dissertation because
this research method has multiple numbers of the methods for collecting data. The two

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main methods used in this dissertation are experience survey and literature survey. The
experience survey is conducted in dual sense, at the first level interview is conducted to
have acknowledgement of the experience of the managers and to have acknowledgement
of the view of the employees‟ survey questionnaire is conducted. On the other hand under
the literature survey process, library research method is used that is done in the form of
literature review. In this way, with the application of the exploratory research method, the
results of this research would be gained to more effective degree.
3.4 Sampling Strategy
Sampling is the most important process for the primary data collection purpose.
Sampling helps the researcher to find out and select the most appropriate respondents for
conductance of the survey and interviews with them. For this purpose, the appropriate
selection of the sample is an essential task for the researcher. In this context the
researchers has to use some specific sampling strategy through which he can select the
most appropriate sample population with adequate size. The sampling strategy used in
this dissertation is random sampling strategy. The random sampling strategy is the
strategy which is quite fair and unbiased for the purpose of sample selection. Under
random sampling strategy the entire sample population has equal probability for being
selected in the sample size. For polling the sample population under a dissertation work,
random sampling strategy is the most suitable sampling strategy. All the selections made
in the random sampling process are quite independent from their preceding or succeeding
selections. With the application of this method the sample population is selected at
random in the required number according to the sampling frame. In the random sampling
process the names of all the participants are listed in a tabular manner all that have equal

Page no. 28
probability of being selected as the research participants and the selection of the sample is
done by marking the names of some people in a random manner (Cohen, Manion,
Morrison, and Morrison 2007). With the application of the random sampling strategy the
sample population selected for interview purpose is managers of the hotel Holiday Inn.
The sample size for the interview is 15 managers. In the same manner for the provision of
survey questionnaire is the employees of the hotel group, the selected sample size is 30
employees of the hotel.
3.5 Validity and Reliability
Validity and reliability are the two most important aspects in the dissertation
work. The research is only considered significant if it has good degree of inclusion of
validity and reliability. In order to have good degree of validity the researcher need to use
valid information sources in the research for the purpose of data collection. This aspect is
fully considered in the following dissertation to main the validity of the research work to
an effective degree. All the dissertation works have great threats to their validity and
reliability and this threat can not be removed to the required degree. In this relation the
research has to give proper attention to the validity and reliability throughout the entire
research process. The validity and reliability of the research is maintained in all kinds of
research works either qualitative or quantitative. The qualitative and quantitative both
kinds of research is done in the following dissertation so to have a good degree of
compliance with these two aspects is an essential requirement in this research work for
the researcher. The use of valid instruments of data collection helps in maintaining the
validity and reliability in the research work. In this concern, the data collection methods
used in this dissertation is quite appropriate to keep the validity and reliability of the

Page no. 29
research work to an effective degree. All the points used in the research work are quite
appropriate to maintain the degree of significance to an effective degree. In this research
the validity of the research is maintained in different dimensions including content
validity and criteria validity. In terms of content validity, all the content in this
dissertation is developed by my own without any copying materials. All the criteria
required to be included in the dissertation are also addressed in an effective way in the
dissertation. The construction of the research is also done in a valid manner. In this
research both internal and external validity both are maintained to an effective degree. In
addition to the validity aspects, this research work has maintained the reliability of the
research work to an effective degree (Silverman 2004). The use of reliable information is
providing full reliability of this research work. In addition to this, the primary data
collection in this research is also maintained to a good degree in the research with the use
of reliable sources of information to an effective degree. The action related reliability is
also maintained to a good degree in the research process.
3.6 Research Ethics
Research ethic is the most important element of the entire research work. In order
to make the research work highly applicable and significant in the related field and the
contemporary academic research work, it is essential for the researchers to include
different ethical considerations in their overall research work. In this series, the following
research has maintained several ethical considerations. At the first level, all the
information used in this dissertation is quite original. No data or information in this
research is copied from any other sources. In this concern the following research work is
quite away from the issue of plagiarism. Being involved in the plagiarism is considered

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critical unethical practices in the dissertation work. By avoiding this issue the researcher
has included ethical aspects in this research to a good degree (Israel and Hay 2006). At
the next level, the primary data collected in this dissertation also includes the personal
information of the respondents other than the information collected for the research
purpose. This personal information of the respondents is kept quite secure and
confidential so that their interests can be secured to a good degree. This is also an
important ethical consideration used in this research to an effective level to make it a
good piece of information ever. At the next level, as a part of ethical work, in this
dissertation in the primary data collection nothing kind of unfair practices or biasness is
involved at all. All these ethical considerations are collectively contributing in making
this research work quite close to the ethical research process.
3.7 Conductance of Primary Research
The primary research in this dissertation is conducted with the inclusion of two
primary data collection methods namely interview method and survey questionnaire
method. Both these methods are used in combination to collect the primary data to an
effective degree. The collection of this primary data is quite appreciable process in this
research.

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Chapter 4 Data Finding and Analysis
4.1 Introduction
Finding and Analysis is the significant chapter of the dissertation which reflects
about the findings/results of the interview and survey. The main focus of this chapter is to
find out the results and further use this information for the analysis and assessment of
information. A thorough review of the data analysis and finding chapter provides an in-
depth knowledge about the collected survey and interview results with respect to the
research aims and objectives. In this chapter of dissertation, findings of the interview
conducted with Holiday Inn hotel managers in London along with survey through
questionnaire results with hotel employees are being covered in this. Further, the results
collected from interview and survey are being investigated in order to do in-depth
analysis.
4.2 Findings of the Interview
In context to the dissertation, an in-depth interview is conducted with managers of
different departments in the hotel to evaluate importance training and skills development
for the organization. The responses of the managers are being presented as the interview
findings to understand present situation and analyzes the manager‟s opinion about the
training and development for efficient HRM. The findings or results of the interview are
depicted as under:
In the interview, when the manager were asked about the steps taken by them to
ensure total commitment from employees, they replied that the management provides a
good working environment and also integrate the employees personal goals with the
organization goals, so that the goals of both can easily meet out. Besides that, managers

Page no. 32
replied that the management always tries to have employees‟ suggestions and advice for
the improvement in services, so that they can feel highly self motivated as their
suggestions are valued by the management. In relevance to this question, some of the
managers have replied that we are organizing right training and skills development
programs along with look out towards career planning to ensure total commitment from
employees.
Further, the question about the training was asked in the interview. In response to
this question, one of the managers from operational department replied that training
techniques implemented by the organization is quite good and effective in terms of
success of services. The organization is always trying to teach our employees about
customer services and customer satisfaction. This is the main objective of the hospitality
sector. The managers of the other department include has replied that our training
techniques is based on the practicability that provides practical training along with
theoretical information. To make training more effective as per emerging competition, we
can employ interactive training programmers for managers. This will help inquire about
query or issue any time. Besides that, use of multi-media techniques in training is another
effective suggestion for training improvement through which training session can be
made more learning and interactive.
In the same interview session, managers were asked about stress relieving
strategies proposed by the management. In response to this, the managers replied that
various strategies are proposed for relieving stress of employees such as: employees
suggestion are considered in decision making to reduce role stress, proper two way
communication to reduce gap and any sort of misunderstanding, organize proper training

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programs to reduce work stress, work on the basis of fair and equality basis, timely job
enrichment and provide good working environment.
In context to the next question, all managers have been replied that issue of the
healthcare needs to be looked out urgently by management. This is because health of the
organization is directly affected by employees‟ health issue. Thus, unhealthy workforce
directly leads to ineffective service of the organization and inefficient HRM. This issue
raises absenteeism that would directly affect the organizational productivity and thus,
urgent attention of the management is required.
In replied to the next question about the methods in bringing long term candidates
through recruiting the managers of Holiday Inn Hotel replied that the selection of the
candidate should properly done as per job requirement. This would be resulted into right
candidate at the right job and then right training method is used to enhance employees‟
motivation level and bring openness in their creativity. Besides that, skills development is
also used to make employees competent to the job. As result, this method would lead in
reducing employee turnover. In the same context, some of the managers replied that the
management should use team building games for collaborative efforts and promote self
directed learning.
The accent training is highly validated in the present circumstance as this reduces
employees stress at a great extent and helps in building motivation level. Furthermore,
such training builds right attitude and enhancing competence level, which is highly
crucial in this competitive environment. In context to the last question if the management
is doing wrong that it is unsuccessful in retaining employees for long term, the most of
the managers are agreed with this as such employees retaining for long term is highly

Page no. 34
essential for the service efficiency. The continuous employee turnover would increases
unnecessary trouble for management in doing work according to schedule time. In
addition to this, this also consumes huge time and cost in hiring and train new employees
and thus, the management should adopt effective strategies of training and development
to build effective and motivated team that improves organizational competency,
employee morale and customer satisfaction. All in all, employees are in direct contact
with customers in hotel industry and thus, organization should look after proper and
timely training, skills development, and stress management to make employees highly
knowledgeable and potential.
4.3 In-depth analysis of Interview results
From the result examined from interview, it has been analyzed total commitment
from employees is highly essential for the success of the organization. As such, it is not
easy for the organizations to flourish its business activities without total commitment and
support of their employees. As per manager‟s responses, the management approach to
ensure employees commitment is quite effective as all the steps are directly contributed
in improving motivation and self potentiality. In this context to this, it is analyzed that the
employees‟ affective commitment to the organization brought on required and effective
change and directly ensure the success of services. In support to this finding, Cohen and
Hect (2010) has stated that ensuring total commitment is very much significant for the
organization as lack of commitment has directly been resulted into job dissatisfaction,
high absenteeism, turnover, reduce work and service quality. It is analyzed that employee
hard work and low turnover are only being attained through organizational commitment
(Choen and Hect 2010).

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In context to the training and skills development, it is analyzed that an application
of the effective training programs is essential to improve the quality of performance as
such it is directly related to the knowledge, skills and capabilities for particular job.
Training is productive from the point of view of organization and employees as a whole.
Furthermore, it is also examined that workers efficiency and productivity both highly
affected by training. In support to this finding, Burke and his associate has good training
programs improves individual competency to perform tasks through enhancing self
efficacy of the learner. Olaniyan and Oja (2008) support this fact by emphasizing on the
importance of training in terms of productivity and development. As per author, human
resources are the valuable assets that are in direct contact with customers and thus, they
needs to be effectively trained. It is also analyzed that skills, attitude and knowledge
required to do particular job can only be improved by systematic training and
development.
From the conducted interview, it is also analyzed that stress free environment is
another key point of the consideration. This is because stress at workforce negatively
affects the employee‟s performance as results reduce job satisfaction. Various strategies
remarked by the Holiday Inn Hotel managers to reduce stress level are quite efficacious.
Avey and his associates (2009) also support the same fact by emphasizing that for human
resource management, stress at workplace is the serious concern which is mainly caused
due to uncertain job expectations, workloads, improper knowledge of job and long job
hours. According to author, required training on the job provides good knowledge and
reduces workload stress (Avey, Luthans, Jensen 2009).

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Furthermore, it has been analyzed that healthcare of the employees is another
serious problem for the organization. The organizational performance and productivity is
largely affected by the employees‟ health issue because unhealthy workforce would not
be able to perform at their full potential that endlessly turned down productivity. In
evidence to this fact, O‟Donnell (O‟Donnell 2001, p. 428) has also stated the health issue
as the employee problem, which affects performance negatively. In concern to this, the
management should take about employees health through providing health and hygiene
work environment along with timely organizes medical check up of their employees.
It is evaluated from the next question that selection procedure should be properly
done in order to select right candidate for specific job. In line with this evaluation, proper
selection not only help in acquiring right candidate, but also it also helps in retaining
potential candidate for long term. This signifies that an effective selection system should
endeavor to reduce work related errors and it would be easy for the organization to given
them training as the potential employees have good knowledge and skills needed for job
performance. On the whole, it is analyzed that proper selection and training to the
employees not only address personal growth, but also prevent errors and major problems.
Moreover it is analyzed from interview results that training and skills
development in the right manner not only increase quantity and quality of the service and
productivity, but it also promotes employees morale. As result, training and skills
development is highly productive for the employees with respect to the improvement in
the knowledge. On the other hand, it is productive for the organization as this help
company in fulfilling personnel needs and aids in attaining end goals and objectives. The
organization having competent workforce is only successful in the market as it trained

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employees will support in withstanding against complexities and meet the growing
demand of the customers as per innovative changes. In context to the hospitality sector,
trained employees helps in the organization in maintaining or sustaining goodwill and
brand position. This is because employees having good competency and motivation level
are highly committed towards job and tries to give their best or full output to the
organization.
4.4 Findings of the Survey
Under this part of the dissertation, survey results conducting with Holiday Inn
Hotel employees are presented with graphical presentation. The findings or results of the
respondents are depicted as under:
Out of the total number of participants, the given questionnaire was answered by
20 male and 5 female employees. The graph or figure 1 given under in appendix shows
the number of male and female respondents.
The next is about the department. In response to this question, it is found that 15
employees are from operations department, 8 employees from service department and 2
employees from administrative department. The majority of the employees belong to
operations department.
The first question is about the interrelationship between employees‟ performance
and productivity with training and skills development. In replied to this question, it was
found that majority of the employees or 24 employees have replied „Yes‟ out of the total
sample size of employees from different departments of the Holiday Inn hotel. Out of the
rest, 1 employee responded with no. As per an employee opinion, training and skills

Page no. 38
development is not only factors that contribute in improving performance, but our self
determination also affects my work performance.
In response to the next question about the importance of training and skills
development, most of the employees working in the different Hotel departments have
stated that they are strongly with this statement. Without training and development, it
could be easy to have in-depth knowledge of the job. The responses of the employees are
presented in the given graph as Figure 3. Based on the responses, it can be generalized
that training leads in developing initial motivation along with readiness.
In relevance to the next question about training techniques, employees from
operational department have answered on the job training, whereas; employees from
service department replied that off the job training is more effective. In response to this,
21 managers replied on the job training, whereas; 3 managers replied off the job training.
Out of the total sample size, remaining respondent replied can‟t say option. Overall, it is
generalized that on the job training is more effective for acquiring requisite knowledge,
skills and attitude as supported by the majority of employees. As such, this gives an
opportunity of learning and doing at the same time, which will result into higher
productivity and less mistakes. The responses are presented in graph 4.
The majority of the employees are strongly agreed that weekly or monthly
training programs should be organized by the management to keep abreast with new
technologies and strategies required to meet customer demands competently. Out of the
total sample size of 25 employees, 20 employees are replied that they are strongly agreed
with this. On the other hand, 3 employees replied agree and remaining 2 employees given
neutral response with respect to the question asked as shown in Figure 6.

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The customer attitude is also one of the main areas of concern for the hospitality
sector. When the employees have been asked about how training affect customer
services, 20 of the respondents replied that skills and attitude gained from training would
greatly lead in improving customer service and as a result improve customer satisfaction.
In the opinion of these respondents, 80-100% training would contribute in making
organizational services effective and lead in customer satisfaction. Among the rest of the
respondents, 5 employees stated that the training have about 50-70% impact on
improving service of the organization and customer satisfaction. All the responses in
context to this question are shown in Figure 6.
In the opinion of 25 respondents, ineffective training and skills development has
significantly been affected employee performance along with organizational image. This
is a major cost to the organization. This is because the required skills and knowledge
about job is highly essential, as without this, it could not be easy to fulfill job
responsibilities and meet customer demand. All these would directly affect positive
image of the business. The Figure 7 given below in appendix reflects all the responses
about impact of ineffective or improper training to employees.
In the conducted survey, when the managers were asked if effective and proper
training is fruitful for organization in creating positive mouth of word, it was assured by
20 employees that yes, the effective training will create positive mouth of word. The rest
of the respondents, i.e. 4 employees, replied „No‟ and 1 employee can‟t say any thing in
response to this question that is depicted under in Figure 8. All in all, it has been found
that training and skills development will improve skills, knowledge, creativity, openness
in innovative ideas and self efficacy.

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4.5 In-depth analysis of Survey results
In this part of the dissertation, the results of the responses collected through survey
from employees are critically analyzed to show its relevancy to the research aims and
objectives.
It has been analyzed from the result that training and skills development are
directly related to the performance of the employees and thus, there needs to be give
proper training to them as per present market conditions. In evidence to this, training and
skills development improves desired level of knowledge and makes them competent, so
that they can complete assigned task with collaborative efforts.
From the result derived out from the collected responses, it is analyzed that for
efficient HRM, training not only helps in guiding, but also make them enough competent
as per job needs. Therefore, it can be said that the importance of the employee training in
the organization is significantly improved as the employees are the valuable assets and
their performance is directly related with organizational success and efficiency (Pratoom
2010).
In context to the training techniques, it is analyzed that on the job training is more
advantageous or beneficial for the employees in the Hotel sector as this will help in
providing practical knowledge and training to them. Besides that, this provides a change
to the employees to learn while doing. On the other hand, on the job training is more
beneficial for the organization as this reduced the changes of errors and leads in
controlling over poor performance and wrong activities.
Furthermore, it is analyzed that the management should organize weekly and
monthly training programs for both existing and new employees with respect to the

Page no. 41
changes in the market. This step will contribute in improving present skills and make
them more potential to meet emerging customer demand. This will also help in
competing with competitors at a greater extent. All in all, it has been analyzed that timely
and required training to the workers is not only make the organization competent, but it
support in meeting objectives like high or improved customer service/satisfaction,
improve market image, brand value, profitability, high productivity and sales turnover.
From the results identified about the impact of effective training on the customer
satisfaction and service, it is analyzed that training has greatly affected customer
satisfaction at a great extent. This is because employees are in direct contract with
customer and thus, proper knowledge and skills has greatly been required by the
employees to meet customer demand. In the hospitality sector, the customer service is
very important and key aspect of consideration and thus, ineffective training to
employees directly affect customer service. All in all, training and skills development is
important for efficient HRM as this aid in improving acquired knowledge and motivates
them to do job with high level of confidence. Training leads in doing job in the right
manner by the right candidate (Kellogg 2008).
In the same concern, it is also analyzed that ineffective and improper training to
employees affects their performance. This would be resulted into negative business image
and harm competitive ability. Training and skills of the employees and corporate
reputation is directly related to each other. Ineffective training affects the employees
working practices and negatively affects business brand value and identity. This signifies
training affect employee layoff, which has ultimately turned down the reputation and
competitive position of the organization (Friedman 2009).

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4.4 Summary
Based on the overall discussion, it is summarized that training and skills
development is very much important for the organization for the efficient HRM. In this
chapter, results of the survey and interview are presented with a good analysis. All the
results inferred from survey and interview reflects that training and development are the
vital HRM tools through which innovativeness and creativity can easily be developed. It
is also summed up that the main purpose of the training and development in the
organization is not to improve employees‟ knowledge, skills, and abilities, but also make
them more competent and promote their self efficiency towards work or job requirement
(Kellogg 2008). With this, it is inferred that training and skill development purpose is to
meet organizational objectives through providing opportunities for the employees‟ at all
hierarchical levels to acquire required skills and knowledge. All in all, it is reflected that
training and skills development at timely intervals is very much effective as this makes
the employees abreast with new technologies and required knowledge to perform job in
the better way.

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Chapter 5 Conclusion, Implication and Recommendation
5.1 Introduction
The dissertation is mainly related to the analysis of the role of skills development
practices and training in the human resources practices to improve the efficiency level in
the hospitality organizations. In relation to this the research is mainly conducted in the
hotel Holiday Inn. In order to evaluate the role of skills development practices and
training in the hospitality organizations several findings have been generated from the
primary data analysis. The employees as well as the managers of the hotel do consider
that for efficient human resource practices, it is essential task to develop the skills of the
workforce as well as providing them proper training. From the overall analysis of the
research some major conclusions are generated for this research. This has been concluded
that in the organizations, the employees are required to accomplish new tasks with the
passage of time and according to the changing requirements of the employees. In order to
make the employees accomplish those tasks to their fullest potential, it is essential to
develop the skills of the employees in accordance of the changing business requirements
of the employees. In the hotel industry, the skill development process has greater
significance because hotel industry is a service based industry in which improved skills
of the employees are essential to meet the new business requirements to an effective
degree.
In the same series, it has also been concluded that, in order to improve the
productivity of the employees, they are required to be given time to time training in order
to make them able to accomplish new duties in the surrounding of the expectations of the
management. Employees in the organizations are given two different kinds of training, on

Page no. 44
the job training and off the job training. Both these training styles have their implications
in different settings. Training processes enhances the working style of the employees as
well as motivate them to take part in the organizational process by having positive
attitude towards the new duties assigned to them by the management. This has been
analyzed from the analysis and discussion of the dissertation that for improving the
performance level of the employees, they must be provided required training in their
related field so that they can use their hidden efficiencies to an effective degree with the
help of having good exposure to the new opportunities provided to them. By providing
proper training the human resource department not only improves the skills of the
employees and their performance level, but also increases the efficiencies of their
department as well as the entire workforce to an effective degree. From the overall
discussion, it has been concluded that employee empowerment is the main human
resource requirement in the hospitality organizations. Employees in the hotel
organizations have direct contact with the customers and visitors and without having
impressive skills they cannot deal with the visitors to the required degree of effectiveness.
The front line employees in the hospitality organizations need more training requirements
because they are deal with the new requirements of the customers. Overall, it has been
concluded that in order to enhance the efficiency level of the human resource in the
organization, it is essential for the HR department in the hospitality organizations to
conduct the skills development process and training process in the organization.
5.2 Implications
The research processes conducted in any field have greater implication in the
contemporary period. The particular research work has its implication in wider manner.

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At the first level, each research work has its implication in the field in which it is
conducted as well as in the academic setting. The research implications are evident in
both present as well as future run. In this series, the following research also has several
implications in different aspects.
Implication of the Research in Hospitality Industry:
 With the help of this dissertation, the hospitality industry would be acknowledged
with the significant aspects of the skills development process. The HR managers
of the hospitality industry would come to know the importance of training in their
organization. The research has clearly stated that skills development and training
process both have equal contribution in the development of efficiency of the
human resource to an effective degree.
 Through having insight into this research as an information source, the
management of Holiday Inn hotel and other hotel organizations would come to
know new ways with which they can improves the skills of their employees to the
required level. The new ways of skills development and training investigated in
this research are quite useful and suitable for the hotel managers in different
aspects to meet their requirements to an appropriate level.
 With the help of this research work, the HR department of the hotel organizations
would be able to know that they must focus on the development of the skills of
their employees in an effective way. In addition to this, they would be
acknowledged that they must provide required training to the employees, time to
time in order to generate new efficiencies among them to make them accomplish
new assigned tasks to an effective level.

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Implications of the Research for Future Research Work:
 This research work is quite significant to make some improvements in the
future research work. This research work has shown how the researchers must
use the mixed method approach in the research in order to gain highly relevant
primary data in the research process. This research has provided the practical
application of both the methods in a combination.
 In this research, several new points have been explored in the field of human
resource in the form of new knowledge. This new knowledge is quite
significant for the researchers to use in their future research practices in the
form of information sources to support their primary data. The secondary
sources used in this research are also quite relevant to provide a good base to
the future research work.
 This research work is quite helpful for the researchers in their future course of
action in order to know the use of sampling methods. The discussion of the
research philosophy and its use in the research demonstrated in this research is
also done in this research in detailed manner to explore each and every point
in a specific manner.
 The researchers have also specified several ethical aspects in this research
which are quite helpful for the researcher to make their research work applied
in the research to an effective level. The ethical considerations defined in this
research are quite supportive to make the future research work significant
among the contemporary research works.
5.3 Recommendations

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Though this dissertation is quite effective as it has considered all the required
aspects in this research, yet there are some deficiencies in this research which narrow the
scope of the research in some aspects. In order to overcome these problems and to make
the future research work better, some effective recommendations are provide to the
researcher. The major recommendations are as under:
 At the first level, it has been recommended that the human resource managers in
the hotel Holiday Inn must provide on the job training to the employees in order
to improve their skills according to the tasks assigned to them. By the provision of
the on the job training, the management on one hand would be able to save a part
of training cost to an effective degree, on the other hand it would be able to
improve the efficiency of the tasks assigned to the particular employees to an
effective level (Rothwell and Kazanas 2004).
 It is recommended to the management of the hotel organization that they must
implement a performance management system in their organizations. The
performance measurement is the greater requirement in the hospitality
organization because with the help of the performance management system, the
management would be able to know the problems in the performance level of the
employees (Hill 2007). With such acknowledgement, the management would be
able to make new initiatives in order to improve their work skills to the fullest
degree.
 The management of the hotel organization should provide proper degree of
motivation to the employees so that they can co-operate the practices followed by
the management to their expected level (Performance Management in HR 2007).

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Without having cooperation of the employees, the management cannot
accomplish their set goals to the required level. In this regard the management
should implement new ways of motivation and empowerment for the employees
in the organization.
 In the future research work, the research should do the selection of the sample
population with more specific attention. With such a consideration the research
would be able to select only those people as the research participants from the
research setting which is the most suitable person to give their responses on the
particular topic.
 The problem definition is the most important aspect in the research work.
Problem definition is the most important process in the research work. By
defining the research problem in a detailed manner, the researchers would be able
to provide the readers and audiences better understanding of the research.

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Appendix 1- Questionnaire: Training and Skills Development Importance
Section I: General Information:
1- Please mention your gender:
a) Male b) Female
2-Department _____________________
Section II: Training and Skills Development
1. Do you think that your performance and productivity is interlinked with training and
skills development?
a) Yes b) No c) Can‟t say
2. Do you agree that training and skills development leads in making employee competent
and enhance motivation and self efficacy?
a) strongly agree b) agree c) neutral d) disagree e) strongly disagree
3. As per your opinion, which one of the following training techniques is the most effective
to acquire requisite knowledge, skills and attitude?
a) On the job training b) off the job training c) Can‟t Say
4 Do you agree there is a need of special weekly or monthly training and development
programs to amend employees‟ knowledge and skills?
a) strongly agree b) agree c) neutral d) disagree e) strongly disagree
if Yes, please specify certain reasons ____________________________________
5 Do you think that employee‟s skills and attitude gained from training would lead in
improving service of the organization or customer satisfaction? At what level?
a) 20–40% b) 50–70% c)80–100%
6 Do you agree with that statement that ineffective and skills development not only affect
employee performance, but it is major cost for the organization?
a) strongly agree b) agree c) neutral d) Disagree e) strongly disagree
7. What type of training you have acquired in the organization and Are you satisfy with the
current training and skills development practices of HR department?
_____________________________________________________________________
8 Do you think effective training is fruitful for organization in creating positive mouth of
words?
a) Yes b) No c) Can‟t say
9 How might lack of knowledge and awareness of employees about the job affect the
hotel‟s image and customer satisfaction?
__________________________________________________________________

Page no. 53
10 Can you specify various suggestions for management in order to make current training
and development programs more effective?
_______________________________________________________________________
_________________________________________________________________
Thank You……

Page no. 54
Appendix 2: Reflective Statement
From the accomplishment of each research work, the researcher learns some new
things as well as some new experiences. At some instances he found hurdles while on the
other hand at some instances he found some new things which are found helpful for him
to improve this personal skills as well as his future research work. In this relation, in this
reflective statement I am providing some highlights of my personal experience in this
research to an effective degree. During the conductance of this research work, I learned
several new things.
At the first level, I came to know, how to use mixed method approach in the
research work to make the research work significant. This was a quite new learning for
me. I would be able to use this mixed method approach in the future research work to an
effective degree. In addition to this, with the help of this research work, I came to know
the new ethical considerations and their importance in the overall research work. I had
come to know how that research work requires a great degree of patience in the
researcher and through retaining his confidence and patience level the research can
accomplish the assigned task to the fullest degree of efficiency.
Despite these new learning, I had to face several problems in the form of hurdles
during the accomplishment of the research work. At the first point, during the collection
of the primary data, I faced the major problem. At the first instant, the selection of the
appropriate sample was found quite problematic task by me. After selecting the sample,
convincing the sample population to give their responses on the primary data instruments
was found a very much difficult task by me. I had to go with a detailed description
process with them to convince them that with such research work none of their personal

Page no. 55
interests would be harmed at all. Establishment of the alignment between the results of
the primary and secondary data was also found quite problematic task for me. This was
because at some points there was not found any match by me between both these data.
This task was also quite problematic for me. During the formulation of literature review
section, I found a great problem in searching the relevant literary sources for gaining the
exact information related to research work. Actually, I was in need of highly recent data
which I can use in the most efficient way to make my research work a unique piece of
information.
During the research work, I came to know about some of my strengths and
weaknesses. At the first level, I came to know that I have efficient quality of making
interpretations of the results gained from the primary sources. In addition to this, I also
came to know to that my writing skills were also quite efficient to accomplish this long
dissertation work within the required time. I found myself quite confident and patient
during the research work. I made editing in the research work whenever my instructor
guided me to make any section of the research work improved. With the help of the
research work, I came to know that I can manage the things very well according to a
proper time schedule without any problems. During the dissertation work, my behavior
with the my instructor was quite good, as I listened all his instructions properly and put
them in the research work in appropriate way to reach the best results of the dissertation.
Apart from these strong points, I also found some weak points in me. At the first
level, I was not good in data presentation in the graphical manner, which I had to learn
again and again. At the next level, at some instance I found myself quite blank as I did
not have any new insights about the research work to generate new views about the entire

Page no. 56
research work. At the next level, at some instance I became very much alone to conduct
this long work.
This research work has provided me with some new opportunities. At the first
level, I have gained a good experience to accomplish future research tasks to an effective
degree. In addition to this, I have good experience about the working in the hospitality
organization as the entire dissertation work was conducted in the hotel organization as a
research setting. Overall, this dissertation was a new opportunity in my life which added
several new dimensions in my life and changed my perception towards my academic
skills and personal strengths and weaknesses.

Page no. 57
Appendix 3: charts
Figure 1: Gender
20
5
Male
Female
Figure 2
25
0
0
Yes
No
Can't Say
Figure 3
20
2 1 0
0 Strongly agree
Agree
Neutral
Disagree
Strongly Disagree
Figure 4
21
4
On the job
Off the job

Page no. 58
Figure 5
22
2 1 0
0 Strongly agree
Agree
Neutral
Disagree
Strongly Disagree
Figure 6
0
5
20
20-50%
50-70%
80-100%
Figure 7
20
4 1
Yes
No
Can't Say

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