Training and Development in Service Industries

TRAIN IN G AN D D EVELO PM EN T IN SERVICE
IN D U STRIES
www.hndassignments.co.uk 1
CO N TEN TS
INTRODUCTION
TYPES OF TRAINING PROVIDED TO EMPLOYEES AT UKCBC
DIFFERENCE BETWEEN TRAINING AND DEVELOPMENT
CONTRIBUTION AND EFFECTIVENESS OF TRAINING AND
DEVELOPMENT TO EMPLOYEES AND EMPLOYERS WITH A

REFERENCE TO THE UKCBC HOTEL
THE ROLE AND NEED OF TRAINING AND DEVELOPMENT IN THE
UKCBC HOTEL
RECOMMENDATIONS ON THE TYPE OF TRAINING AND
DEVELOPMENT STRATEGIES TO BE ADOPTED AT UKCBC HOTEL
CONCLUSION
IN TRO D U CTIO N
Many intangible benefits of training exist that benefit the
organization and the employees both, consistently in the long
run. Training helps in providing multi skilled employees to the
organization. Training helps in making the employees more
loyal and committed towards their job and the organization.
Training also helps the employees in providing better
understanding of their jobs that ultimately leads to reduction
in accidents. In this report I have tried to understand various
aspects concerned with training and development in
hospitality and service industry such as UKCBC.
TYPES OF TRAINING PROVIDED
TO EMPLOYEES AT UKCBC
TYPES O F TR A IN IN G PR O V ID ED TO
EM PLO YEES AT U KCB C
On-the-job training
On the job training refers to providing the

training to the employees when they are on
the job and the basic concept is learning by
doing things. Trainings of such kind include
internship training, apprentice training, job
instruction training, job rotation, orientation
training, coaching etc.
TYP ES O F TR A IN IN G P R O V ID ED
TO EM P LO YEES AT U KC B C
Off-the-job training
Off-the-job training is a training method where the

employees are trained in the environment which is
away or outside their workplace. This method is
adopted in the case of groups and not in the case
of individual training. Off-the-job methods of
trainings include programs such as discussions,
lectures, case studies, demonstrations, role plays,
games, and simulations etc.
Training for Development of behavioural and
soft skills :
This type of training is helpful in development of

the leadership, communication and negotiation skills
within the employees of UKCBC hotels
Training concerned with ethical issues:
These Trainings include all ethical issues with

regard to workers and clients along with
environmental and legal issues etc.
Training concerned with good customer service and
customer satisfaction:
These trainings at UKCBC hotel aims at training the employees
to give the best possible customer service that includes all basic
elements like , conflict resolution, communication, and problem-
solving geared towards issues that are customer-based.

Training concerned with safety related issues:
Through these training employees at UKCBC hotel are made
aware of the policies regarding fire safety, lockdowns, emergency
evacuations and various other security related issues.
Training for maintaining quality :
Training for maintaining qualityat UKCBC hotels aims at
familiarizing the employees with the various methods to detect,
prevent, and eliminate, the non quality items at an optimum level
so as to give a competitive edge to the company.
Training related to technical and technological aspects:
Training related to technical and technological aspects aims to
teach the new employees the technical and technological aspects
required in his job and expectations demanded by his job.
DIFFERENCE BETWEEN TRAINING AND DEVELOP-MENT
D IFFER EN CE B ETW EEN TR A IN IN G A N D
D EV ELO PM EN T
Training
Training refers to a process that aims at equipping the
employees with new competencies, skills, and knowledge
necessary to perform the job effectively and efficiently with
the help of various methods and tools.
Development
Development refers to a process that aims at the
development of already existing skills of the employees and
making them perfect. This way the employees are made more
productive and efficient to meet the changes in the current
business and they are prepared for new roles by advancing

C O N TR IB U TIO N A N D EFFECTIV EN ESS
O F TR A IN IN G A N D D EV ELO PM EN T TO
EM P LO YEES A N D EM P LO YER S W ITH A
R EFER EN C E TO TH E U KCB C H O TEL
Helps in developing the skills of employees
Helps in inculcating a feeling of self-worth within the
employees.
Helps in Enhancing the confidence level amongst

employees
Helps in reducing turnover rate and retaining

employees
Helps in escalating the productivity, efficiency and
loyalty level amongst employees
Helps in escalating the level of customer satisfaction
Helps to increase profits
Helps in building good reputation of the company
TH E R O LE A N D N EED O F TR A IN IN G A N D
D EV ELO PM EN T IN TH E U KCB C H O TEL
UKCBC hotels develops

its employees by
giving them
training, ,workshops,
coaching mentoring,
and many other
learning opportunities
to inspire, and
motivate them so as to
enable them to
efficiently execute
their jobs and functions
within set standards
and the best of their
ability.
At UKCBC hotels, training and development aims at :
Creating a readily available pool of efficient and adequate
human resource.
Building motivated, efficient, and effective employees for, giving
competitive edge to the company.
Maintaining a sustainable business
Ensuring an adequate pool of human resources for the

expansion of novel programs and to embark upon innovative
projects.
Adopting advanced technology.
RECO M M EN D ATIO N S O N TH E
TYPE O F TRAIN IN G AN D
D EVELO PM EN T STRATEG IES TO
BE AD O PTED AT U KCBC H O TEL
It should always be borne in mind that
development plan is a consistent process
Development plan is not a short term process, but it is a
consistent and long term process that needs to be worked
upon consistently and periodically.
Development Plan along with goals, methods and

evaluation strategies must be documented
At UKCBC hotels, the management must carefully
sketch plan for the desired objectives, and intended
methods for achieving them along with the methods to
evaluate the results obtained. This gives a sense of what
actually the management wants and how it can be
achieved.
Setting real and achievable goals.
The goals and expectations must be
such that they are real as well as
achievable. They must be set according
to the competencies and skills of the
employees and needs of the
organization.
Remembering that Supervisors and Subordinates are the
most vital sources for effective suggestions
While the decisions on training and development goals are taken,
the supervisors in the organization must definitely be asked for
feedback and their suggestions for improvement as supervisors and
managers are the people to suggest the best methods and goals.
This is so because they are the people who are actually exerting
leadership and have witnessed the culture of the organization over
many years. Apart from this it should not be forgotten to take the
suggestions from the subordinates in the organization.
Advantages from real-life learning
opportunities must be taken in the workplace.
The organization culture and job offers many
opportunities for learning. For instance, if the
organization decides to design plans for developing
leadership skills, then the learning methods
selected should incorporate tasks and efforts to
encourage leadership in the organization.
Results Expected and Goals must be integrated
The training and development goals in the

performance review and planning must ensure that
the results from training and development must in real
be integrated with the objectives of the organization.
Growth gap and opportunity gap within the training
needs must be incorporated in the process of
performance review in order to ensure the career
development objectives are achieved.
CO N CLU SIO N
Providing the best possible services to the customers in an
efficient and effective manner is the prime objective of service
industry that includes the hotel industry. To attain this
objective development and training of the workforce and
managers is very essential. The training and development
programmes within the hotel industry incorporates various
aspects like providing best possible customer services, treating
the customers with generosity, emergency situation handling, ,
manual handling, first-aid, cleanliness, food and hotel
hygiene, control of hazardous material to health, technical
expertise, product knowledge and the employee attitude.
REFEREN CES
Dias, L., Human Resource

Management: Types of Training,
[Online], Available:
http://catalog.flatworldknowledge.
com/bookhub/2807?e=portolesedias_1
McKay,M., Chron:Types of Management
.0-ch08_s02
Training For Employees, [Online],
Available:
http://smallbusiness.chron.com/types
-management-training-employees-2027.h24
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Training and Development in Service Industries

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TRAIN IN G AN D D EVELO PM EN T IN SERVICE

TYPES OF TRAINING PROVIDED TO EMPLOYEES AT UKCBC

DIFFERENCE BETWEEN TRAINING AND DEVELOPMENT

CONTRIBUTION AND EFFECTIVENESS OF TRAINING AND

DEVELOPMENT TO EMPLOYEES AND EMPLOYERS WITH A

THE ROLE AND NEED OF TRAINING AND DEVELOPMENT IN THE

RECOMMENDATIONS ON THE TYPE OF TRAINING AND

DEVELOPMENT STRATEGIES TO BE ADOPTED AT UKCBC HOTEL

On the job training refers to providing the

Off-the-job training is a training method where the

This type of training is helpful in development of

These Trainings include all ethical issues with

These trainings at UKCBC hotel aims at training the employees

elements like , conflict resolution, communication, and problem-

solving geared towards issues that are customer-based.

Through these training employees at UKCBC hotel are made

aware of the policies regarding fire safety, lockdowns, emergency

evacuations and various other security related issues.

Training for maintaining qualityat UKCBC hotels aims at

familiarizing the employees with the various methods to detect,

prevent, and eliminate, the non quality items at an optimum level

so as to give a competitive edge to the company.

Training related to technical and technological aspects:

Training related to technical and technological aspects aims to

teach the new employees the technical and technological aspects

required in his job and expectations demanded by his job.

Training refers to a process that aims at equipping the

employees with new competencies, skills, and knowledge

necessary to perform the job effectively and efficiently with

the help of various methods and tools.

Development refers to a process that aims at the

development of already existing skills of the employees and

productive and efficient to meet the changes in the current

business and they are prepared for new roles by advancing

Helps in Enhancing the confidence level amongst

Helps in reducing turnover rate and retaining

Helps in building good reputation of the company

UKCBC hotels develops

Creating a readily available pool of efficient and adequate

Building motivated, efficient, and effective employees for, giving

competitive edge to the company.

Maintaining a sustainable business

Ensuring an adequate pool of human resources for the

Adopting advanced technology.

Development Plan along with goals, methods and

The goals and expectations must be

such that they are real as well as

achievable. They must be set according

to the competencies and skills of the

employees and needs of the

most vital sources for effective suggestions

While the decisions on training and development goals are taken,

the supervisors in the organization must definitely be asked for

feedback and their suggestions for improvement as supervisors and

leadership and have witnessed the culture of the organization over

suggestions from the subordinates in the organization.

The training and development goals in the

Dias, L., Human Resource

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