Human Resources Development and Training for Hospitality Industry Managers

timer Asked: Dec 31st, 2018
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Question description

For this activity, you will be creating and submitting a training framework. This framework will be the blueprint for the training experience you fully create and submit in Module 4 - Show What You Know.

There are three separate parts to your submission for this activity. They are as follows:

  • Part 1: Training Synopsis & Context Analysis
  • Part 2: Needs Analysis
  • Part 3: Learner & Task Analysis

In Part 1, you will identity a skill gap for a situation of your choosing. If you are currently employed, try to identify an area/topic you have seen in the workplace. Your topic selection may be technical (such as how to operate a software system) or fall under soft-skills (such as customer service). In 2-3 paragraphs, identify the situation you selected. Be sure to include a justification for how training can directly address the problem/skill gap. Additionally, provide a brief contextual analysis of the organization (background of organization, size, rough number of employees, etc.). You must select a topic you are knowledgeable on; you will be creating a training experience for this topic in the Module 4.

In Part 2, you will be completing a Needs and Project Analysis. You have two options:

  • Option 1: Complete the Training Needs Analysis Template.pdf
    • This template was explained in the Lynda Course you completed in Module 2 on the Needs Analysis.
  • Option 2: In paragraph form (2-3 paragraphs), address the topic areas proposed by Diaz (2012):
    • *Be sure to use supporting content from Modules 1,2, and 3 to justify your responses*

Needs assessment and learning objectives. This part of the framework development asks you to consider what kind of training is needed in your organization. Once you have determined the training needed, you can set learning objectives to measure at the end of the training. Be sure to include at least three learning objectives for your training experience.

Consideration of learning styles. Making sure to teach to a variety of learning styles is important to development of training programs. Explain what learning methods you will utilize and why.

Delivery mode. What is the best way to get your message across? Is web-based training more appropriate, or should mentoring be used? Can vestibule training be used for a portion of the training while job shadowing be used for some of the training, too? Most training programs will include a variety of delivery methods. Explain what decisions you have made and why.

Delivery style. Will the training be self-paced or instructor led? What kinds of discussions and interactivity can be developed in conjunction with this training? Explain your decisions.

Audience. Who will be part of this training? Do you have a mix of roles, such as accounting people and marketing people? What are the job responsibilities of these individuals, and how can you make the training relevant to their individual jobs?

Content. What needs to be taught? How will you sequence the information?

Timelines. How long will it take to develop the training? Is there a deadline for training to be completed?

Communication. How will employees know the training is available to them?

Measuring effectiveness of training. How will you know if your training worked? What ways will you use to measure this?

In Part 3, you will be completing a brief (very brief) Learner Analysis. In 1-2 paragraphs, address the following topics:

  • What skills are learners required to have prior to the training (prerequisites)?
  • What technology is available to the learners?
  • What are the motivations for the learners completing the training?

C2 M4: Training Needs Analysis Template Section 1: Project Overview Project: Project Description: Objectives: Audience: Constraints: Project Roles: Sponsor(s): Project Lead: SMEs: Instructional Design Essentials: Needs Analysis with Jeff Toister 1 of 5 Section 2: Data Collection Plan Instructional Design Essentials: Needs Analysis with Jeff Toister 2 of 5 Section 3: Data Analysis Instructional Design Essentials: Needs Analysis with Jeff Toister 3 of 5 Section 4: Recommendations Instructional Design Essentials: Needs Analysis with Jeff Toister 4 of 5 Section 5: Conclusions Instructional Design Essentials: Needs Analysis with Jeff Toister 5 of 5

Tutor Answer

School: Boston College

Kindly have a look

Title: Human resources development
Thesis Statement: customer service training will be helpful in enabling the hotel to regain its
competitive ability


Identifying a gap in the hotel industry

Training Needs Analysis

Need assessment and learning objectives

Consideration of learning styles

Delivery Style





Measuring the effectiveness

Learners and task analysis



Human Resources Development
Institutional affiliation




According to Harris, Cortvriend, & Hyde, (2007), the hospitality industry is a broad field
which comprises of a various business that provides basic services to people like clothing, food,
and accommodation.

The hospital industry is focused on ensuring customers satisfaction

especially by providing unique and memorable experiences to them. Harris, Cortvriend, & Hyde,
(2007), asserts that the hospitality industry is unique because it relies on the free time of the
customers as well as their discretionary income. The hospitality industry is one of the most
competitiveness industry as it comprises businesses that provide almost identical goods and
services. The industry comprises of the business that provides fast foods, recreational services
such as swimming, gyms, spurs and many more. Also, it comprises of the business that provides,
food and beverage, accommodation, travel and tourism and so on (Kusluvan, Kusluvan, Ilhan, &
Buyruk, 2010). Due to a high level of competition, training the managers is very essential in this
industry. According to Harris, Cortvriend, & Hyde, (2007), employees are vital elements of a
hospitality business. They are building blocks that connect the business management, and
customers. Effective managers ensure that the business takes attract many customers and make
more profits.

It’s important for the employees to be trained on the customer service (Harris,

Cortvriend, & Hyde, 2007).
Identifying a gap in the hotel industry
The hotel is located in a convenient place where the customer can access with minimal

The hotel is greatly evolved to upgrade the facilities in tandem with the modern

customer needs. So, the hotel has adopted the use of modern information technology which will
help it to speed up guest booking, additions, payments, and checkouts. It’s devoted to ensuring



that the clients receive quality, services, and products in a timely manner. Also, the hotel offers a
variety of services which include food and beverages, accommodation, travel and tourism,
recreational facilities like health and fitness center, swimming pool, outdoor and water sports,
and so on. The hotel has only two branches and it employees over 200 people.
In the hotel industry, there is a gap in customer service. The hotel has been customers and
sales have been declining continuously.

In the hotel, the customer’s experiences a short

tampered front desk clerks who are always busy with their cell phones. The hotel has gained a
bad reputation and the customers have poorly rated it. So, the customers have been avoiding to
buy services from the hotel in the motive of avoiding encountering harsh employees. Therefore,
the rival businesses have taken this advantage to expand their sales and maximize their profits
(Gomez-Mejia, Balkin, & Cardy, 2007).
Gaining and retaining customers is a key option for all businesses but if the employees
lack customer service skills, it will be hard to achieve neither of this. That's why equipping
employees with superior customer skills should be a priority of every business in the hospitality
industry (Gomez-Mejia, Balkin, & Cardy, 2007). Some businesses make a mistake of only
training a handful of employees especially those on the front desk. It’s important to train all the
employees on how to promote and enhance superior customer service skills. Training all the
employees will benefit back house workers and newly hired employees thus bolstering the
companywide commitment to an excellent customer (Gomez-Mejia, Balkin, & Cardy, 2007)
Therefore, customer service training will be helpful in enabling the hotel to regain its
competitive ability. Through training the employees on the customer service, they will be
capable of focusing on the customer needs and expectations. In other words, the customers will



be capable of focusing on what the customer’s service requires or demands and give the right
feedback. According to Gomez-Mejia, Balkin, & Cardy, (2007), the customers prefer polite
communication timely response and quality goods and services. It’s important to prioritize the

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