Training for frontliners in the hotels

• Main Authors: Lee, Tein Ne, Cheng, Stacy Soo May, Ng, Christine Bee Eng
• Other Authors: Koh Moy Yin
• Format: Final Year Project
• Language: English
• Published: 2015
• Subjects: DRNTU::Business::Management
• Online Access: http://hdl.handle.net/10356/63739
• Institution: Nanyang Technological University

In the hotel industry, the frontliners are the employees who have the most frequent contact with the general public. Training is important to this group of people to ensure service quality service. The purpose of this study, therefore, attempted to evaluate the effectiveness of training of frontliners in three hotels in contributing to quality service. The three hotels were the Goodwood Park Hotel the Oriental Singapore and the Sheraton Towers as they have been actively involved in training their staff. The four criteria in Kirkpatrick's model -- reaction, learning, behaviour and results -- were used to evaluate the effectiveness of their training programs. Questionnaires were distributed to samples of frontliners and test results were obtained to assess the reaction and the learning criteria respectively. In addition, the performance of the frontliners are observed and assessed at their workplace. Lastly, information were also collected through interviews on how training has led to their achievement in the area of quality service. The survey results showed that the frontliners reacted positively towards their training programs. Furthermore, the service provided by the frontliners of the Front Office and the F & B Service were also above-average in several observations. The test results obtained were also positive. Finally, all the three hotels had, at some point of time, achieved the prestigious "Excellence in Service Award". Upon analysis of results, specific recommendations were given to each hotel. In addition, general recommendations pertaining to the hotel industry such as the need and importance of orientation, on-the-job training and the Service Quality program were suggested to the hotel industry.