Based on the information given by the management and employees more specific trainings should be organized in the Radisson Blu Alcron Hotel. According to information and evaluation provided in chapter 4.6 of this work, the author´s suggestions and recommendations are as follows:
Because the service quality is one of the most important area to train and develop employees, to focus on service oriented trainings in the future is necessary as it was confirmed by the Training and Development manager.
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In addition to service oriented trainings, there are other areas where the training, development and some changes are equally important and necessary.
Trainings should be more focused on knowledge gaps about products such as wine and food recommendation, particular wine regions and barista skills based on the information gained from the F&B manager and the employees.
Concentration on body language of employees and rhetoric together with a culture of language is necessary as it was proposed by the supervisor.
Implementation of trainings oriented more on cultural differences, language courses and communication skills with guests based on the opinions of the employees.
Raise awareness of trainings among management too. The context in which organization and employee development is to take place clearly requires involvement of the management. Obviously, it is not necessary for every managerial position but in the author´s opinion management also need to be trained and especially when it comes to resolving particular situations.
Rescheduling of additional trainings. Morning lessons are not satisfactory for most employees. The reason is mostly caused by late working hours and lack of free time. Even if they are interested in a particular training, they would prefer to stay at home. The rescheduling of several trainings could help to involve more employees and maybe some of the trainings could also be organized during the paid time of chosen employees. In fact, it will not cost the hotel more, it will be an investment into employees who may be more motivated and also lead to the improvement of service.
Add more psychology oriented trainings focusing on behavior of individuals in various, mostly unpredictable situations. In author´s opinion, the service industry is all about working as a team. However, individuals have to firstly know their own limits and capabilities and to understand how they can overcome this limits to successfully enrich the team and vice versa. Every person has their own unique personality, especially in such a multicultural team. Thanks to this fact, the service given to the customers can sometimes even overcome the limits given by the organization.
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Pay more attention to attendance of employees on mandatory trainings.
Finally, the employee training and development system in the Radisson Blu Alcron Hotel in Prague was analyzed. Additionally, its direct connection with the service quality was researched. In the end, it is very important to continuously improve service quality because if the company do not take care of its customers, someone else will. Moreover, in today´s time when the customer can choose from a countless number of hotel brands, restaurants, bars etc. this idea should be a well-intentioned advice not only for hoteliers and restaurateurs, but also for any other business.
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Appendices
Appendix 1 Permission for recording the interviews
Appendix 2 Questions for the interview with the Training manager
Appendix 3 Questions for the interview with the F&B manager and restaurant supervisors Appendix 4 Questionnaire for the FOH employees
Appendix 5 Internal codex for the employees Appendix 6 Ethical codex for the employees
Appendix 7 Current vision, mission, strategy statements and values of the Radisson Blu Alcron Hotel in Prague
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Appendix 1
Permission (sample)
I am aware that this interview will be audio recorded and may be transcribed and that the information may be used in the Bachelor Thesis of the interviewer. I have been informed that the purpose of the study is to analyze and evaluate the importance of employee training and development in Alcron Radisson Blu Hotel in Prague and I hereby declare that my participation in this research is voluntary. I am aware that the Bachelor Thesis will be made available for the public, not just for the purpose of The Institute of Hospitality Management in Prague.
Print Name Signature Date
--- Natália Gécziová Interviewer
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Appendix 2
Questions for the interview with the Training and Development manager A: Background information about trainings used within the hotel
1. Describe the system that the Radisson Hotels & Resorts Group use to train front-of-house staff. Are there some practices you as a hotel can made by yourself or you have to follow only a standards given by Radisson Hotels & Resorts Group? How often you receive new materials or requests for training from the headquarters? Is there any form of monitoring or control from their side?
2. What are some specific forms of training you are using in Radisson Blu Alcron Hotel? Are all trainings mandatory?
3. How often you preparing courses or trainings for employees? Is management also participating on this trainings?
4. What are you consider to be a most difficult area to teach people on trainings? (most difficult area to get the positive respond from them) What do you consider to be the most effective learning method? What do you consider to be the most difficult area in customer-
provider relationship in which you have to train employees? (e. g. problem solving, unpredictable situations…)
5. Do you also provide some language trainings? What is the level of fluent English or other languages between your employees?
B: Employees motivation for training and sustainable development
6. What the management does to encourage employees to participate in training?
(Note: Many companies use training or some course as a form of reward for the employee.
7. For example, if an employee works hard and performs well, his reward is for example professional bar course with a certificate. Do you use this
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form of reward in your hotel? If yes, how does it work and name some examples. If not, do you think this method would be met with a positive response from employees? Are you planning to use this method?)
Competitiveness can be a motivating factor. Do you think that there is some form of rivalry or competitiveness between the employees?
8. What kind of motivational and reward system are you currently use for the employees?
9. How do you measure change or improvement after trainings?
If there is the situation that some guest is complaining about the particular service/employee, what is the procedure from management then?
10. What about the career growth within the hotel? What is the procedure when there is a job vacancy in supervisor or management line?
C: Employees response to trainings
11. How much improvement do you see in the employees' performances after trainings?
12. Do you see the difference between employees from other countries and employees from Czech Republic in the way how they respond to trainings?
13. Differences between males and females in the way how they respond to trainings?
14. How willing are employees to learn new things and develop their skills?
15. Can you see the improvement within last months since you are using your own service trainings?
16. Are employees from the same area working as one team? Are they showing a signs of solidarity?
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17. How do you measure the feedback from customers related to the employee performance?
D: Future plans and visions
18. Are you planning some kind of improvements any time soon? Is there anything you are planning to implement?
19. What need to be done to have successful and efficient working team according to Radisson policies and philosophy?
20. Are there any sort of internal study and how it is connected to your future choice of training for employees? What is your vision regarding to the employee training and development in the next 5 years?
--- Natália Gécziová Interviewer
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Appendix 3
Questions for the interview with the F&B manager and restaurant supervisors
1. What do you think about the current training programs for the FOH employees? Can you see the improvement after some training program is done?
(Note: examples of trainings according to my interview with the training manager- New team member orientation, Yes I can delivering the promise (focused on service), living responsible business (ecology, safety, security of employees, charity)
2. Except for a corporate trainings mentioned above, you are now for a last few months using a new service trainings for FOH employees (Note: 1, 5 hour training + 4 modules (bar, communication with a guest...) How does it influenced the service delivery and customer feedback? What has changed (what works and what doesn't)?
3. Questions for supervisors: How do you as a supervisor perceive the quality of training programs for supervisors? Did you feel prepared to lead some employees after this training? What do you consider to be most valuable experience from that training and what would you like to practice more in depth after some experience in practice?
(Note: training programs for supervisors- Leading yes I can and leading responsible business)
Questions for F&B manager: Are you participating on training programs for employees? Are you discussing the content of trainings with a training manager? How do you evaluate employees’ performance after some training is done? Are you testing their knowledge about products to identify the gaps in knowledge?
4. How do employees respond to trainings? Are they willing to learn new things and practice their skills?
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5. What do you consider to be a most effective reward or motivation for the employee to be productive for the company and satisfied with his work at the same point?
6. Where do you see a strengths and weaknesses of the employees when it comes to service delivery?
7. How would you describe a company culture and reputation of the hotel? How do you think this affect a satisfied employee?
8. What kind of training or learning program you suggest for the FOH employees to improve the overall service quality within a hotel?
--- Natália Gécziová Interviewer
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Appendix 4
Questionnaire for the front-of-house employees in Radisson Blu Alcron Hotel
Questionnaire for the employees of Radisson Blu Alcron Hotel in Prague How do employee training and development influence the service quality from the
perspective of employees?
Please, read each sentence and circle what describe your perception most. There are no right or wrong answers. Your answers will be kept secret and will be used for the
academic purpose only. Thank you for your time and willingness. Natália Gécziová
Sex: MALE FEMALE
Age: 18-25 26-33 34-41 42-more
1. What is your position in the hotel?
………
2. I am participating in all mandatory trainings related to my position. 1- strongly disagree 2 3 4 5 6- strongly agree
3. I think that trainings provided by the hotel are valuable for my job position and it find use in practice.
1- strongly disagree 2 3 4 5 6- strongly agree 4. Trainings motivate me to improve my work performance. 1- strongly disagree 2 3 4 5 6- strongly agree
5. I am satisfied with the training methods and the content of the training programs 1- strongly disagree 2 3 4 5 6- strongly agree
1- strongly disagree 2- disagree 3- somewhat disagree 4- somewhat agree 5- agree 6- strongly agree
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6. I believe that the company culture and reputation of the hotel influence my satisfaction in a workplace and therefore influence my performance.
1- strongly disagree 2 3 4 5 6- strongly agree
7. I agree that the management is systematically taking care of employee’s development and investing into our professional growth.
1- strongly disagree 2 3 4 5 6- strongly agree 8. I feel empowered in decision making process.
1- strongly disagree 2 3 4 5 6- strongly agree 9. I think that the quality of service in our hotel is excellent.
1- strongly disagree 2 3 4 5 6- strongly agree
10. Systematic training and development of new skills influence the customer satisfaction.
1- strongly disagree 2 3 4 5 6- strongly agree
11. What kind of improvements or changes would you welcome in employee training? Please, specify your opinion.
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Appendix 5
Internal code for all Radisson Blu Alcron Hotel´s employees (extract)
PRACOVNÍ ŘÁD
ZAMĚSTNANCŮ SPOLEČNOSTI CROWN-WSF, s. r. o.
Společnost Crown-WSF, spol. s r.o. (dále jen zaměstnavatel), se sídlem Štěpánská 40, 110 00 Praha 1,
zastoupená panem Michalem Chourem, generálním ředitelem hotelu Radisson Blu Alcron, jednajícím na základě plné moci, vydává tímto na základě ustanovení § 82 zák. č. 65/1965 Sb., ve znění pozdějších předpisů (Zákoník práce) tento:
VSTUPNÍ POUČENÍ
O bezpečnosti práce a ochraně zdraví
Základní práva a povinnosti zaměstnanců v oblasti bezpečnosti a ochrany zdraví při práci jsou zakotveny v Zákoníku práce – především v ustanovení části druhé, hlavy první v § 35 a části druhé, hlavy páté v § 135.
pracovník je povinen podle pokynů organizace konat osobně práce podle pracovní smlouvy ve stanovené pracovní době a dodržovat pracovní kázeň.
zaměstnanci mají právo na zajištění bezpečnosti a ochrany zdraví při práci, na informace o rizicích jejich práce a na informace o opatřeních na ochranu před jejich působením.
zaměstnanci jsou oprávněni odmítnout výkon práce, o níž mají důvodně za to, že bezprostředně a závažným způsobem ohrožuje jejich život nebo zdraví, popřípadě život nebo zdraví jiných osob, takové odmítnutí nelze posuzovat jako nesplnění povinnosti zaměstnance.
zaměstnanci mají právo a povinnost podílet se na vytváření zdravého a bezpečného pracovního prostředí, a to zejména uplatňováním stanovených a zaměstnavatelem přijatých opatření a svou účastí na řešení otázek bezpečnosti a ochrany zdraví při práci. každý zaměstnanec je povinen dbát podle svých možností o svou vlastní bezpečnost, o své zdraví i o zdraví osob, kterých se bezprostředně dotýká jeho jednání, popřípadě
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opomenutí při práci. Znalost předpisů a požadavků zaměstnavatele k zajištění bezpečnosti a ochrany zdraví při práci je nedílnou a trvalou součástí kvalifikačních předpokladů zaměstnance.
Zaměstnanec je zejména povinen:
účastnit se školení zajišťovaných zaměstnavatelem v zájmu bezpečnosti a ochrany zdraví