Measuring the Outcomes of Training Programs in the Hotel Industry: The Egyptian Case

Abstract

The objective of this study is to give an in-depth overview of the performance of employees after they have gone through training programs in the context of hotel management industry. More precisely, this research aims to study the effects of training programs on the behaviour, knowledge, attitude and loyalty of the employees after the training program is completed in the service section of food and beverages. A concrete, practical model based on improvisations to Kirkpatrick’s model, is designed and tested in a manner that it can measure the amelioration of performance in employees after the training program has been delivered. Data from different hotels in Cairo is collected and investigated to foresee the impact of these training programs. Designed questionnaires are employed to investigate the perceptions and behaviour of employees towards a training program along with the training outcomes. Key findings in this context suggest that this approach is highly beneficial for hotel managers who are keen to measure the outcomes of the training program to improve the quality of service. These are valuable results as hotel management industry is heavily reliant on the performance of human resource management function. It is evident from the proposed model in this study that if the knowledge of employees is improved with the help of effective training programs, then the overall performance metric is automatically augmented.

Keywords

• training
• training outcomes
• hotel industry; kirkpatrick's evaluation model
• loyalty