Training in Hotels
The importance of training towards hospitality staffs in order to enhance the service quality.
The Importance of Training Towards Hospitality Staffs In Order To Enhance The Service Quality.
1.1. Study background
There are many ways researchers define service quality. Taylor and Cronin (1994) view service quality as a form of attitude representing a long run overall evaluation. Roest and Pieters (1997) define service quality, as a relativistic and cognitive discrepancy between experiences based norms and performances concerning service benefits.
Service quality is related to every place which provides any goods or service to customers, in a way service quality and staff training are interrelated. A staff who has been given training will be able to a quality service to their customers unlike a staff who haven't been given staff training, this is seen practically if looked at restaurants. Most of the time hotels which hire temporary staffs for peak season will have a high percentage of showing low quality service because these temporary staffs are given just a minimum or basic training.
When a staff is given basic training this will contribute very highly to the quality of service given by this staff also this will contribute to staffs getting dissatisfied with there job because they are unable to see any advancements in there career. When this happen there will be staffs planning to resign their jobs after a certain period of time. Once old and experience staffs leave their working environment. As for those new staffs, it will take some time for them to adapt to the environment and perform as what the pervious staff did. Most of the times newly hired staffs will struggle to meet the current requirement that is to prove the same service quality or better which is provided by the staff before them, this is one of the major problems to companies who try to improve their service quality.
There are a many things which make working in hotel industry difficult
The Importance of Training Towards Hospitality Staffs In Order To Enhance The Service Quality.
1.1. Study background
There are many ways researchers define service quality. Taylor and Cronin (1994) view service quality as a form of attitude representing a long run overall evaluation. Roest and Pieters (1997) define service quality, as a relativistic and cognitive discrepancy between experiences based norms and performances concerning service benefits.
Service quality is related to every place which provides any goods or service to customers, in a way service quality and staff training are interrelated. A staff who has been given training will be able to a quality service to their customers unlike a staff who haven't been given staff training, this is seen practically if looked at restaurants. Most of the time hotels which hire temporary staffs for peak season will have a high percentage of showing low quality service because these temporary staffs are given just a minimum or basic training.
When a staff is given basic training this will contribute very highly to the quality of service given by this staff also this will contribute to staffs getting dissatisfied with there job because they are unable to see any advancements in there career. When this happen there will be staffs planning to resign their jobs after a certain period of time. Once old and experience staffs leave their working environment. As for those new staffs, it will take some time for them to adapt to the environment and perform as what the pervious staff did. Most of the times newly hired staffs will struggle to meet the current requirement that is to prove the same service quality or better which is provided by the staff before them, this is one of the major problems to companies who try to improve their service quality.
There are a many things which make working in hotel industry difficult