CHALLENGES FACING HOTEL INDUSTRY IN PAKISTAN
Hotel industry in Pakistan makes a considerable part of the service sector. Globally the hotel industry has focused on training and human resource development to compete in the current business environment. The research was conducted to explore and find out how corporate mission and strategic goals can be achieved through corporate trainings in the hotel industry of Pakistan. Data from the targeted hotel industry were obtained through survey questionnaire and structured interviews of employees. Findings of this research show that trainings increase the performance of employees. A winning team of employees can be created through a systematic approach to training and development. Finding of this research paper help the policy makers in hotel industry to implement the corporate training program as winning strategy to deliver excellent service. INSTRUMENT:
A self-administered questionnaire was used for the collection of data from the representative sample of customers of hotels in three cities of Pakistan. The questionnaire comprises three sections. The first section detains the demographic profile of respondents. The second section Measures customer’s perception of the host hotel attributes throughout their stay. These attributes were selected for designing questionnaire after the review of literature. The third section was about the customer’s choice whether they would like to stay again in this host hotel or would like to switch to another hotel. It was required from the respondents to rate the host hotel attribute and the choice of their next stay on a five point Likert scale, ranging from 1 (strongly disagree) to 5 (strongly agree). Respondents were asked to write the name of host hotel. After checking the profile of hotels, domestic and international hotels were differentiated. Results of responses of domestic and international guests were separately analyzed and conclusion is drawn by comparing them. Following research questions were developed in survey questionnaire in order to achieve the objectives of the study. 1. How the mission, strategic goals and organizational success can be achieved through Corporate trainings in hotel industry of Pakistan.
2. How can we make the corporate training cycle more efficient to improve employees’ performance. 3. What approaches are adopted to implement effective training programs in hotel industry in Pakistan?
Socio-Economic Variables Intervening /Moderating Variables.
According to Abida Elahi (2005), the role of hotel industry in service sector is important. Expectations of customers are constantly changing. Well-trained employees can enhance the corporate identity of the industry. Service quality can be enhanced through trainings. Performance of a hotel is directly related with the service quality. Well-informed and welltrained employees can better understand customers’ demand. Shi & Su. (2007) also concluded 180 that customers’ satisfaction depends upon the quality of service. According to Ameeq-ul-Ameeq & Furqan Hanif (2013), trainings are important to make organizations profitable. Training and development programs enhance the know-how of employees into a strategic asset. Effective management of a training cycle leads to job satisfaction, motivation and commitment. Trainings promote employability at workplace. Benefits of training and development can be maximized by effective training need assessment process, training design, training evaluation and training delivery. A winning team of employees can be created through a systematic approach to training and development. Training plans should be designed to enhance the professional competenciesof corporate managers and other employees to promote a responsible, safe and an effective working environment. Employees need current knowledge and skills to perform their jobs. Technological changes and new innovative ways of...
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