CHAPTER 1

INTRODUCTION

1.1 Background of the study

The main objective of the research is to find out the benefits and importance of training in
hospitality field. Researcher has focused on the benefits and importance of training in the
work places, and also to enhance employee performance The main purpose of this
research is to find out the fact that how a training helps the employees and the company
to increase their profit, to manage their service standard and to enhance employee
performance The concept of training is not a new concept but also research may find the
new ideas and prospective. Training plays a vital role. Training leads an employee to a
road of success. Training helps an individual to improve their skills and developments. In
hospitality industries Training is the backbone of the organization because hospitality
industry follows Standard of procedures and Service Standards to make their brand
standard and make their service standard high. According to researcher survey in present
every hotels and hospitality organization is giving a very standard training to their staffs
to balance their SOPs and their service standard. Training sometimes might be beneficial
as well as stressful to the workers. The result mainly depends upon the organization and
colleagues. It depends upon how the organization and coworkers accept the knowledge
and skills of the each other’s work team and how familiar are they with each other’s
culture because culture is seen in people’s writing, religion, music, clothes, cooking and
in what they do. Training includes the organization values, visions, norms, working
language, systems, symbols, beliefs. Training is also the pattern of such collective
behaviors and assumptions that are taught to new organizational members as a way of
perceiving and even thinking and feeling. Training should be always taken positively
because it’s not only for the organization but it is also for enhancing personal skills,
requirement and techniques.

Throughout the centuries the work and life of the people has been changing and
becoming complex day by day. The work, skill needed and the equipment’s used to

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perform the work have also been changing. So in order to manage the change, employee
training evolved. The employee without skill and knowledge working in an organization
is similar to a soldier who is without arms and ammunition fighting in the war. So in
order to win the war the soldier should be provided with arms and ammunition, the
employee should also be provided training through which the employee can develop skill
and knowledge if the organization desires to achieve success. Skill and knowledge is very
important for the employee to increase his/her performance level. In this ever changing
modern world the technology is also getting improved day by day so is the skill and
knowledge. The organization should provide training time to time which will help the
employee to develop skill and knowledge according to the advanced technology.
Employee development training program is a program which is provided to improve the
performance of the individual and group. Employee development training program has
become a very important topic in every organization who wants to pursue towards
success. Every organization is becoming aware that without training and developing their
employee they cannot achieve the organizational and the individual goal.

Developing an effective employee training program is vital to the long-term success of

any business. Training programs provide multiple benefits for employees and the
company, but only if they are carefully planned and properly implemented. Not only to
company but also to customer, they will get the fully satisfied service and hospitality in
any hospitality industry Employee development training literally means upgrading
existing skills and techniques of employee to withstand competition. In other words, an
agreement where employee and employer agree to enhance and foster skills of employee
of their organization to stand against competition and abreast about latest changes and
development that are taking places for benefits of everyone and everything and how to
survive with this changes to become more competitive. Employee training and
development does not imply only on obtaining or adding information to one’s
knowledge, abilities and skills, but also the possibility to promote entrepreneurship,
introduce employees to changes, encourage the changes of their attitude, introducing
employees to important business decisions and involve them actively in the process of
decision making and eventually minimizing chances of problems. Each organization’s

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focus comply the desired goals and objectives by the training and skill they provide to
their manpower lead to effective utilization of human resources in an organization.

Goal and objective cannot be achieved without employee; also business development
cannot be foresight. To let employee right get not jeopardized, they should be made
aware of business activities and how to tackle changes if any that hinders the way.
Employee also has right to get trained and learn on how to solve changing issues, thus
requiring training and development program.

Any organization’s main aim is to comply with their goals and objective which is
achieved through skilled manpower or effective human resource of organization. Since
organization considers them (employee) as weapon, they also need to be taken care of.
Many organizations think that employees are more concerned with financial benefit and
they are continuously seeking and working only for it but depending on this wrong belief
may drive employers to wrong direction of thinking and this may open the way for
employee to resign and leave the work which increases turnover of other related
employees as well. Training and development and educating employee not only increases
skills and knowledge in them but also keeps them satisfy and build respect for
organization as they feel they are part of business development. Learning and
development has been equivalent to financial benefit which every employee wants.
Employee also want to change with time and learn tackles for existing amendments, so
training and development program for employee can be seen as the good practice to
retain employee and keep them satisfy in organization which finally leads to improvise
performance that reaches to organization’s goal.

In Layman’s point of view they believed that many organizations has been adapting
training for their employees because now non-violence way i.e. knowledge is only way to
be competitive in this competition. From the period of 1900-1950 it was found that
human’s knowledge has doubled and after that it is doubling every 5 to 8 years.
Knowledge is becoming obsolete so quickly that one should learn and research the thing
every 2 to 3 years to keep them updated. Also, the organizations usually do invest 3to 5
% of their annual revenue in training and development of employee. Training and
educating employees not only help in learning changing culture of organization or

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business development but also helps in changing attitude, changing management ideas,
and learn in change of market and how these market changes make changes in the
organization. Training employees also help to let them know how they are important to
management and company how much they are undertaken seriously and make them
updated with new things in new world, it can be described with in an famous example in
which one as, ‘When and employer was asked if an employee of his make him suffer loss
of 600 million dollar, will he fire that staff? And reply was he will not fire that staff
because he do not want to lose/ or afford the staff who lose 600 million dollar for he
could not hire same experience of mistake from other new employees.

1.1.1 Area of study

The basic research of the case studies were collected at Hyatt Regency Katmandu is a
luxury 5 star city resort hotel situated 10 km from the city center of Katmandu, Nepal, on
the road to Bouddhanath Stupa-the most holy of Tibetan Buddhists shrines outside Tibet.
The hotel is 4 km from Tribhuvan International Airport and very close to the business
district and shopping areas. The Boudhanath Stupa is within ten minutes walking from
the hotel. The hotel is also host to club oasis spa, a sanctuary of clam in Katmandu,
Nepal. It is developed by Tarragon regency hotels limited, Hyatt regency Katmandu is a
distinct mark of fine architecture and craftsmanship. The property houses four world
class outlets with banqueting areas of 13630ft/1266 m with the city’s most sophisticated
and technologically advanced conference and meeting facilities. So the picture of Hyatt
Regency Kathmandu 5 star location at Boudhanath, Kathmandu Nepal is mentioned at
last page (Annex 3).

Hyatt History

Hyatt history says that Hyatt Corporation opened its first hotel on September 27, 1957.
Hyatt’s first property at Los Angeles international airport was originally named Hyatt
house. The owner of Hyatt house was a local entrepreneur by the name of Hyatt R. von
Dehn. Hyatt hotels expanded aggressively along the west coast during the next decade.
However, it wasn’t until 1967, when Hyatt Corporation opened the world’s first atrium
hotels that the Hyatt name became known worldwide. The hotel’s 21 story atrium tower

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lobby and dramatic departure from traditional hotel architecture changed the course of the
lodging industry. The challenge to hotel architects was no longer to eliminate extra space,
rather to create grand, wide-open public spaces.

By 1969, there were 13 Hyatt regency hotels in the United States. That year, a subsidiary
of the newly formed Hyatt international corporation opened the first international hotel,
the Hyatt regency Hong Kong.

Hyatt regency hotels are the core brand of Hyatt hotels and resort, offering guests
opportunities to broaden their horizons and rejuvenate. Lobbies and rooms are designed
to reflect the best of the local cultures, the food and beverage outlets are inventive, and
exceptional technology, meeting, and fitness facilities are available. The grand Hyatt and
park Hyatt brands were introduced in 1980 to further identify and market the diverse
types of Hyatt hotels and resorts worldwide. Grand Hyatt hotels serve culturally rich
destination that attracts leisure and business travelers as well as large scale meeting and
conventions. The hotels, reflecting a grand scale and refinement, include features such as
state of the art technology, sophisticated business and leisure facilities, banquets and
conference facilities of world class standard, and specialized programs that cater to
discriminating business and vacation guests.

Park Hyatt hotels are the company’s smaller, luxury hotels designed to cater to the
discriminating individual traveler seeking the privacy, personalized service and elegance
of a small European hotel. They offer a sense of sanctuary and luxury. In addition to state
of the art technology, Park Hyatt hotels offer exceptional food and beverage facilities,
intimate, understand surroundings, and 24-hour personalized service.

Since the opening of Hyatt regency Maui in 1980, Hyatt hotels and resorts has become as
a leader in the creation and operation of dramatic luxury resorts as well. These include,
for example, Hyatt regency Kauai in Hawaii; Hyatt regency la manga in southern
Spain; bail Hyatt and grand Hyatt Bali in Indonesia; Hyatt regency Cheju on the
southern coast of Korea; Hyatt regency sanctuary cove and Hyatt regency Coolum
spa and resorts in Australia’s Queensland state; Hyatt regency gaum in Micronesia;

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Hyatt regency Thessaloniki in Greece, Hyatt regency Katmandu, Nepal and Hyatt
regency hau hin in Thailand.

Today, Hyatt hotels and resorts specialize in deluxe hotels with meeting facilities and
special services for the business traveler, operates hotels in major and secondary cities,
airport locations, and leading resorts areas throughout the world. In many cities Hyatt
hotels and resort has made a significant contribution to revitalizing the area and spurring
business and population growth .with the new hotels under developments, Hyatt
International Corporation will be creating more than 20000 job opportunities throughout
the world. Hyatt hotels and resorts have a reputation not only for their physical
distinctiveness, incorporating local art and design but also for the amenities and services
provided. These special services include Hyatt gold passports, Hyatt renowned
recognition and award program for the frequent traveler; regency club and grand club,
VIP concierge floors; complimentary morning newspaper; specialty restaurants; and
custom catering.

Training in The Hyatt Regency doesn’t carry its own history but as soon as company was
established its main motto was to be better than competition and to be a unique server in
the market in terms of serving the guest and in terms of serving employee. It is
worldwide known for the commitment it has contributed to the guest and its human
resources. To get their employee learn more and get more adapted with changes various
kinds of training are adhered. It gives training to employee on periodic basis on important
topics. So every 365 days is also considered as recognizing employee day as employee
become part of the company for completion of one year of successful working with the
company. In this day, everyone who has contributed to the company for one year will be
certified and officially recognized as the part of The Hyatt Regency Company.

1.1.2 Customer satisfaction

The degree of satisfaction provided by the goods or services of a company as measured

by the number of repeat customers is called customer satisfaction. Every organization
provides goods or services for the customers and the organization should also consider
one point that how is their products and services are working and how efficient it is.

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Customers buy the products and use services by paying money and that product and
services should fulfill their requirements of the customers. Talking about the hospitality
industries, if there's any place where customers are likely to be paying attention to the
type of service they receive, it's within the hospitality industry. From restaurants to hotels
and everything in between, your job as a hospitality service provider is to maintain
customer happiness and satisfaction. Gone are the days when customers were happy just
receiving “please” and “thank you” or getting service with a smile. Although those go
into the recipe for proper etiquette, it's just not enough. Satisfied customers are looking
for a memorable experience and dynamic service where it counts. From receiving quick
service to bending the standard practices, such as extending a guest check-out in a hotel
or customizing a menu item in a restaurant. Customers want to feel as if their business is
appreciated. To be on the receiving end of customer’s satisfactory ratings in surveys and
among their network, anticipate their needs and be able to have your staff deliver
accordingly. One key factor in keeping your guests engaged and coming back is to
deliver as you promise. In order to be successful in the market it is not sufficient to attract
new customers managers must concentrate on retaining existing customers implementing
effective policies of customer satisfaction and loyalty. In hotel industry customer
satisfaction is largely hooked upon service quality.

1.2 Statement of problem

The reason for choosing dissertation subject employee performance and training program
and its effect on employee retention is explained by interest of researcher on particular
topic. Moreover, The Hyatt Regency was chosen as the study area as researcher was
ongoing industrial training during the time frame.
1.2.1 Problems faced by employees
Employees are obvious to have a set of problems while working in a particular place as a
trainer. Since, the employee are working for experience and certificates, they are made to
do very tough tasks. There won't be mutual understanding and co-operation between
employees and supervisors as most heavy loads of work are forced upon the employee
turning the name of the burden of work into ‘experience’.

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Similarly, employee who works as a trainer are sometimes made to work beyond their
ability and capacity. Since, the organization will be benefitted in cost as they don't need
to pay the employee; they make unfair advantage and will let the trainer work overtime
without or with less time for leisure.
Hence, the employees are discouraged working in hospitality field in their future
perspective as result of stress, depression, insecurity and hard times faced during the
training period.

1.2.2 Problems faced to organizations

When having a trainer as an employee in a hospitality organization, the organizations are

meant to face a set of drawbacks. Having a learner work for needy, VIP, stereotype guest
scan sometime is very risky as the employee will lack in experience. The trainers are not
scared of losing their wages/salaries since they're not paid, they can sometime go against
the rules and regulations and disappoint guest.

Furthermore, the trainers are for short period of time so once they get rid of working in
that place they can spread worse rumors about the internal/external working environment
of the place which will contribute to have negative effect on the goodwill of the
organizations

So this problem statement is also chosen to find out the reasons why the employees are
not able to satisfy the customer even after receiving the training and requirements.

1.3 Research Objectives

The basic objective of the study is to fulfill the requirement of the Degree of FHS
Diploma in Hotel Management course. This study helps in understanding the relationship
between the enhancing employee performance and training to achieving goal by
satisfying performance. This study also provides the information of the training that
Hyatt Regency Hotel is providing to its employees. Through this study various queries
regarding the goal achievement through employee performance training can also be
solved. This study can also help the different organizations and the further researchers

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through the data collected for their own uses and also for making certain decision. The
main objectives of the study are as follows:

1. State of employee performance and training program in The Hyatt Regency Hotel.

2. To develop skill in the application of theory to practical work situations so that it

will help to find out the importance of training in achieving individual and
organizational goal.

So above listed objectives were like a pathway for the research to make the research stick
to track and make the research more concise and precise.

1.4 Importance of Training

In Hyatt Regency Hotel for the staff training was taken as an important part so every
couple of months the Human resources trainer take a class for the both employee and
trainer for the future performance. During the training period, the researcher learned
about the beliefs, practices and behaviors that best represents working at Hyatt
International. The culture characteristics are what have made the researcher successful to
date. The staffs of the hotels greet the guests warmly, by making eye contact and using
their name when it is possible. They take ownership of every guest request and complaint
and resolve them courteously and promptly, only saying no when necessary. The hotel
graciously acknowledges the thanks and appreciation expressed by the guests. Also,
ensure that guest is escorted rather than pointing out direction. The staffs answer the
telephone within three rings, with a smile in the voice, and always thank the guest for
holding. Treat the customers (guest, owners and each other) with warmth and respect,
Say goodbye warmly to the departing guests, and let them know that the hotel look
forward welcoming back them.

Training basically means to develop each other’s skills and knowledge that relate to
specific competencies. It improves one’s capability, productivity and performance.

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During the training period, the researcher came to know the importance of training for the
good performance. Enhancing the employee performance can be done in various ways.
This includes:

 Gain real world work experience and develop professional competence.

 Become more familiar with specific work functions and learn career-related
skills.
 Develop values and confidence, assertiveness, and decision-making abilities.
 Regular sessions with supervisors, managers, and employees often are
coordinated by HR staff members.
 Showing videos, television broadcasts and internet-based resources all are
means used to conduct training to enhance employee performance.

1.5 Limitations
This study is limited in Hyatt Regency Hotel the specific area of Boudhanath,
Kathmandu, Nepal so the findings might not be generalized with other areas. To get
through its aim, few participants and key informants were selected mostly purposively
and its context was studied with certain period of time. Thus, it may not provide detail
information about their status and strategies of long span of time.
Since everything in the world is not perfect there was also some limitation while
conducting the research the main limitation of the study was lack of time. Research was
limited in time as to collect necessary information time was never enough because of
duty schedule of the individual with whom information was to be collected. Also for the
sample individual who were chosen due to working hours of the participants and
researcher time of research collection were the main difficulties. The sampling size was
restricted to only limited number of employees. The answers received from the limited
number of employees could not be generalized with the whole population of area of
study. Though sufficient time was allocated to conduct the research but from the starting
time management has always been great challenge as participant and researcher time was
difficult to manage to collect accurate information from the participants.

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These challenges remained as limitation while conducting research throughout. With
such problems ahead research was conducted taking care of time and selecting
appropriate participants who really could make this research’s result more fruitful.

1.6 Chapter Organization

The report is divided into 6 chapters.
Chapter 1 Consists of the introduction to the topic with the problem statement and
objective of the study.
Chapter 2 Literature is reviewed.
Chapter 3 Discusses about the methodology of study.
Chapter 4 Includes the Research Data and Findings.
Chapter 5 Includes the analysis of research data and findings.
Chapter 6 Includes the Summary and Conclusion of the report.

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 CHAPTER 2
LITERATURE REVIEW

2.1 Human Resources Management

In the different organization whether it is small or big it need human resource to conduct
its daily activities. Small organizations can be run by small number of manpower while
large organizations need large number of manpower for smooth operation. In any
organization human resources is the key element needed to establish the business. Human
resources management is the process of selection of employee, providing proper
orientation and induction, providing proper training and developing skill, assessment of
employee performance and maintaining proper relations with labor and with trade union.
Even the human resources equipped with skills and knowledge is needed in order to
operate the organization efficiently and smoothly. To achieve the efficient and smooth
operation of the organization the employee performance the training program plays a
very important role.

2.1.1 Training review of Hyatt Regency Kathmandu

The Hyatt Regency Hotel Company worldwide not only believes in providing excellence
service and satisfaction from the guest but also cares about employee development and
satisfaction of employee. So do in The Hyatt Regency Nepal, they believe in providing
knowledge of hotel and company through different kind of training programs and in best
possible ways.

The company motive and philosophy is to be the best and forward in terms of guest
satisfaction which is achieved through quality service, problem solving through guest
engagement whenever and wherever possible that comes genuinely from one’s heart.

Even for fresh starters be it fresh trainee or employees all are welcome with two days of
orientation in which hotel culture, rules, regulation, standards and expected behavior are
discussed by management and guidance team.

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Training in F&B in the Hyatt Regency

Being All Day Dinning it took the responsibility of training employees and trainees by
giving training on certain topic as:

1. Coffee making skills

2. Problem solving training

3. Guest engagement training

4. Up selling food and beverage

5. Beverage knowledge (Alcoholic, Non-Alcoholic)

6. Daily food taste panel

7. Menu Knowledge

8. Handling cutleries

9. Job Safety Analysis etc.

In Room Dining

In Room Dining is 24 hrs operating Food and Beverage department which serves limited
number of food and beverage to room and villas. In room dining located at the back of
house but responsible for in charge of standard delivery of food to in house guest so that
they can enjoy relief meal in their warm environment. In Room Dining involves
following as their training component:

1. Telephone selling etiquette

2. Beverage promotion

3. Guest engagement

4. Problem handling

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5. Food and Beverage Knowledge

6. Daily food taste panel etc.

Banquet Operation

Banquet is function rooms which provides place for guest’s to arrange meeting, host
wedding and various events. One of the best revenue contributing to Food and Beverage
department as whole banquet requires to skill their employee’s in order to have smooth
functions of events being organized in hotel. Banquet function room holds responsibility
of handling different functions in hotel for which they need to train their trainee and
employee to conduct each and every event smoothly and as per hotel’s standard. Banquet
holds following training programs for its employee:

1. Handling banquet equipment

2. Guest engagement in events

3. Solely handling small events and breaks

4. Hazard Analysis Critical Control Point

5. Safety training

6. Fire safety training

7. Wine training.

Food safety training

Food safety training teaches on the issue of handling of different category of foods as
cold, hot, raw etc. Food safety training also discusses on HACCP and how we deal with
every step of possible hazards that can occur while handling or transferring food. Every
employee of Food and beverage teams are given training on food safety because standard
has to be maintained side by side taking care of guest’s health as well.

2.2 Training Management

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The researcher wants to briefly explain about the training in hospitality industry by skills
and experiences during the training period in detail. Hospitality industry is a very high
standard organization with huge investments and huge standard of procedures. Every
hospitality industries motto is to provide a very good customer satisfaction in order to
make balance on their business. So they need every staff working there to follow up same
standard and procedures, for this training are required. All the staffs of hospitality
organization are trained by the Professional Training Officer to set up the hotel standard.
In the training everything is taught theoretically and practically to the employee to
balance the standard. They are introduced the organization, introduced the history of
organization and also introduced the future plans of the organization so that staff can
work accordingly. They are taught everything by doing different training activities like
doing the role-plays, lectures, management games.

So the term ‘training’ indicates the process involved in improving the skills and abilities
of the employees to perform specific jobs. Training helps in updating old talents and
developing new ones. Without training the employee are in raw form so training helps the
employee to acquire the necessary skills and develop mentally and intellectually.
Successful candidates placed on the jobs need training to perform their duties effectively.

2.3 Educations Management

Researcher believes that the importance of education is quite clear. It is absorbing the full
potential of knowledge and incorporating the teachings that the researcher have acquired.
Education is the property for which relevant information allows to be useful, practical
and creative. Whether the researcher had a high school education or a college graduate,
the experiences and corresponding that the researcher have collected are designed to help
prepare for the working environment. So knowledge makes the trainer’s and
administrator’s job more complicated. Give the best value and researcher believed that’s
the level of service that provided even good educations is in experiences that is virtuous
and worth.

M. Ruth, (2008) describes about the Importance of Cross-training in Improving Team

Performance about key to company performance might be within the organization’s

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current workforce. Improving both organizational success and team performance through
cross-training is a leadership tool supervisor and managers often overlook. The benefits
of cross-training could possibly outweigh other methods that employers use to enhance
team performance. Shifting an organization’s focus from providing training to providing
improved performance is difficult to achieve. It requires a change in the thinking. The
researcher believes this new approach should motivate the staffs to make sure about the
training provision is in tip-top shape and is giving people what they want improved work
performance.

It's clear from the above ideas that it will mean harder work for the researcher, but then
that seems to be true of every industry at the moment.

Bentham says that the revisions made in (1995) to the Government wide performance
appraisal and awards regulations support sound management principles. Great care was
taken to ensure that the requirements those regulations establish would complement and
not conflict with the kinds of activities and actions practiced in effective organizations as
a matter of course. Performance management is the systematic process by which an
agency involves its employees, as individuals and members of a group, in improving
organizational effectiveness in the accomplishment of agency mission and goals.

Barbara Moses (1999) states that, “today, job security is dead and loyalty to the
organization in the tradition sense has died along with it”. Employee can be no longer
being abounded with incentives that are provided on the basis of promotion or selling of
products. Employees have realized that developing themselves now will lead them to
better and secured future. Companies began realizing that they can challenge employees
with “lateral moves, skills development, job enrichment and special assignments”
(Moses, 1999). Then every company realized that developing employee and making them
learn more through lateral services and assigning them with challenging, new and special
tasks that need either individual or joint group knowledge. It is the role of companies to
provide opportunities, but individuals must take the initiative to utilize those
opportunities and position themselves for future career success (Garger, 1999).

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Organization in the competition always strives to be the best and be loyal to its customers
both internal customers (employees) and external customers (guest clients).
Organizations now like past is not only face loosing of revenue but now it also facing the
issues as downsizing, resignation of employees, retention of employee and satisfaction of
employees. Many organizations now are considering their human resource as the most
useful resource even in comparison to machinery. Employees now who are in managerial
level are not the only one who are considered the heroes of organization, employee even
starters are the hands of company upon which company’s reputation is held upon. Many
upscale organizations have numerous employees working under different sub
departments to run the whole organization. To let company run accepting changes in
society is another issue for companies for which they need to renovate physical properties
as well as physical manpower. Physical properties can be done spending good amount but
renovating employee with knowledge is great problem for companies as the diversity in
demographics, region, nature and culture needs to be taken care of. If not properly
addressed such needs of employee they can pop out of organization whenever they feel
they are not safe and could not grow within the organization. Organization should have
great concern on all these rising issues and queries which are directly and indirectly
related with employees.

Sometimes company achievement can also be judged in terms of how long they can
retain their employee and keep them satisfied, because satisfy employee results in more
productivity and more efficiency which is directly proportional to goals of organization.
The best possible way to retain employee and keeping them satisfy is to make them part
of company and make them feel homely and impart them with learning, education,
training and aware them how change in knowledge let in change of career and how these
education help them in future challenges to overcome them.

Learning process would become “more efficient, targeted and strategic than ever”.
Knowledge and information are moving faster than ever with the Internet and a business
cannot keep up in today’s world if its employees do not have access to it. Although
higher education is important to prepare people to work in business, they still need a new
set of skills by the time they start working (Gerbman, 2000). It is responsibility of

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employee to fulfill knowledge queries to their employee to pace up with changes in this
technological world. Even the information later in two days becomes too late to pass.
Employees today know more about Training and Development’s role in their careers and
are savvier about tapping into opportunities from their companies and also external
sources,” said Sandi Edwards, senior vice president for AMA Enterprise, in a prepared
statement about the trends.

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 CHAPTER 3

RESEARCH METHODOLOGY

Research is the detailed study of something in order to discover new facts, especially in a
university or scientific institution. It is also going beyond personal experience, thoughts,
feelings and opinions that do not refer to other sources of information.

Research methodology means what methods to apply, how to measure progress and what
constitutes success. The process used to collect information and data for the purpose of
making business decisions. The methodology includes publication research, observation,
interviews, surveys and other research techniques, and could include both present and
historical information.

The primary purpose of this research is to know about the opinion of Training as means
of enhancing employee performance. This study will be conducted by generating primary
as well as secondary information.

Employee performance will be consulted for information. The researcher will be using
qualitative methods for the data collection. The researcher focuses on the changes that are
being made by the influence of employee performance.

3.1 Research Design

Research design is the plan and structure of investigation so conceived as to obtain
answer to research questions. The plan is the overall scheme or program of the research.
It is a measurement and analysis of data.

Research design is a framework or for conducting the research. It includes the

methodology and procedures used to conduct research. This research on “Training as a
means to enhance employee performance” is based upon two research designs that are
qualitative and explanatory research. Explanatory research explains or answers the
question of why something occurs. It focuses on why questions. The desire to know
“why” is the purpose of explanatory research. It could be done through using

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questionnaires, group discussions, interviews, random sampling etc. It goes further than
exploratory research because its goal is to find the reasons behind a theory or
phenomenon. It attempts to uncover the relationships between the reason for something
and its chain effects. It builds on explanatory and qualitative research and goes on to
identify the reasons for something that occurs. It looks for causes and reasons. For
example, a descriptive research may discover that 10 percent of the employees do not
attend training programs, whereas the explanatory research is more interested in learning
why the employees do not attend training programs.

Explanatory research is a research which is done for a problem that has not been clearly
defined. It helps determine the best research design, data collection method and selection
of subjects. It often relies on secondary research such as reviewing available literature or
data, or qualitative approaches such as informal discussions with consumers, employees,
management or competitors and more formal approaches through in-depth interviews,
focus groups, projective methods, case studies or pilot studies.

3.2 Research Site

This research will be taken on ‘Kathmandu area’ which is located on Central
Development Region in Kathmandu Nepal. Hyatt Corporation opened its first hotel on
September 27, 1957. Hyatt’s first property at Los Angeles international airport was
originally named Hyatt house. The owner of Hyatt house was a local entrepreneur by the
name of Hyatt R.von Dehn. Hyatt hotels expanded aggressively along the west coast
during the next decade. However, it wasn’t until 1967, when Hyatt Corporation opened
the world’s first atrium hotels that the Hyatt name became known worldwide. The hotel’s
21 story atrium tower lobby and dramatic departure from traditional hotel architecture
changed the course of the lodging industry. The challenge to hotel architects was no
longer to eliminate extra space, rather to create grand, wide-open public spaces.

Located close to the airport and city center, Hyatt Regency Kathmandu offers
international standards of service and accommodation. The hotel also offers
comprehensive conference and banqueting facilities.

20
3.3 Universe and Sampling

The researcher will collect the Employee working around Kathmandu area. Inside Hyatt
hotel among them 375 people researcher will be selected by 30 employees as an
interview from each department. Observation will be conducted to them regarding
research topic. And the information by observation they will be considered as data for
research.

Sampling is a method of selecting experimental units from a population so that we can

make decision about the population. In order to select an appropriate amount of
population to conduct the research on “Training as a means to enhance employee
performance” convenience sampling of probability sampling is selected by researcher. In
this research sampling is done with the help of on the job employees of Hyatt Regency
Kathmandu.

Simple random sampling is used by researcher which is a probability sampling technique

where subjects are selected because of their simple random accessibility and proximity to
the researcher. In this research, researcher has taken employees of this hotel for sampling
and the research site i.e. universe is considered as Hyatt Regency Hotel.

3.4 Nature of Data

The data will be primary as well as secondary sources based on the information available
about the cultures, performances, standards, etc of the Hyatt Regency, Kathmandu,
Nepal.

3.5 Data Collection Methods

In research collection of data is very important phase because through collection of
accurate data research becomes more concise and fruitful. Data collection method is often
the most time consuming method because any wrong steps in collection in research may
lead researcher to fail in collection of trustful and worthy data from the participants. Data
collection method also varies according to type of research done. This research plays on
side by side with qualitative and quantitative data collection method.

21
Since qualitative research help to evolve hypothesis and problem statement and retrieve
required literature review and quantitative research help to evaluate evolved hypothesis
and information, qualitative and quantitative data collection method is undergone for this
research. For the data collection I have choose the qualitative method followed to collect
data is briefly described below.

Qualitative method

This research also includes qualitative research to learn insights and in-depth view of
people regarding given scene or understanding of human behavior. This method let’s to
find answer of how and why questions. This approach helps generalize the information
collected to large population from small group of sample.

This research method help further in analyzing of data in more broader way, describing
facts analyzing facts, introducing problems and concluding with possible solutions and so
on. However, disadvantage of this method is that it creates biasness however through
proper communication and proper accompaniment will help researcher data from various
planned sources help to get a good form of conclusion.

This data collection conducted on the topic “Training as a means to enhance employee
performance” Was analyzed from the questionnaire that was provided to the respondents
who were selected from the Food and Beverage department of Hyatt Regency
Kathmandu.
The main techniques of my data collection are:
 Duration of Work
 Positions
 Opinions from the staffs and self analysation
 Fulfillment of Priorities
 Opinions Regarding Training in Hyatt Regency Hotel.

3.6 Ethical Consideration

During the field study and research report preparation period, many ethical issues arose.
The researcher tried best to avoid the ethical sensitiveness and biasness. The ethical

22
issues were handled sensitively and carefully. The researcher did not steal others idea. If
the idea or concept needed to be copied, it was given a due respect by providing source.
Fact things are being mentioned in the report. The researcher had fully disclosed identity
and purpose of research and taken permission from people while interviewing and even
had put the names confidential when required. The researcher did not force to give
interviews.

23
 CHAPTER 4
Research Data and Findings

4.1 Observation and Findings

An observation is the primary source of data collection, researcher on date 7thof Oct 2014
made a thorough and keen observation of the physical area, activities and environment of
the Hyatt Regency Hotel. From the first day of joining Hyatt Regency Kathmandu
researcher got an opportunity to work in functional department (i.e. Food and Beverage
Service) for 6th month trainings. The present training was provided with free breakfast,
lunch and drop facilities for the evening shift, locker facilities, company pen, paper,
separate desk to work, opera and Micros system username and password to do all the
functional work.

7th Oct 2014, Sunday, The weather was favorable that day. It was neither too cold nor too
hot. So, the researcher thought it would be perfect day for her observation even the
occupancy of hotel were 50% so researcher can ask many questions and find more
information from her colleague. Like regular schedule researcher woke up at 5:00am and
hurried to leave hotel. After grooming researcher left Hotel and have to be in 6.00am in
the cafeteria. By 5:55am researcher reached in cafe and briefing started by 6:10am by our
Assistance manager Ms. Sunita Basnet. She explained all about their duty and
responsibility of the day. She allocated the researcher’s duty as a training hostess for a
couple of week which researcher has to learn from her senior employee Ms.Binu Gurung.
Comparing to other colleague the task is very easy but was lack of confident and much
nervous too. The things are that during that month the occupancy percent is in average
range. So, the researcher was lucky to learn many new things and observe more from the
beginning of the training. Researcher task was just to stand outside the hostess desk and
greet guest with smiling face according to time by welcoming the guest at cafe by caring
flash report of the day with food and drinks menu and taking them to table with short
conversation like Sir, would you like to choose the A la carte’ or Buffet by presenting
menu to guest and saying may I know your room number by knowing guest room
number researcher can easily identify staying plan through the Micro system either BB,
24
MAP, AP, EP or walk in so that guest can pay according to plan mode. After leaving
guest from the cafe by observing guest again farewell greet by saying thank you sir for
dinning with us hope to see you again. As being a hostess researcher have observed that
its important in F&B department as a GSO were as Guest Service Officer must have lots
of responsibility about outlet like must observe guest status daily like VIP guests from the
long staying guest, walk In etc. At the beginning it was very difficult for me 12hours in
heel shoes to stand inside restaurant and handle guest. Cafeteria is the main outlet of
Hyatt Regency hotel so all time is open as an all-day dinning with 24hrs room service. So
there is not fixed time to go home for the training minimum 12hrs and maximum 16 hrs
we have to work. So in that day the total cover was just58% not so high. By observing all
this researcher gave the hostess handover related morning shift activities to evening shift
Hostess Ms. Ranjita Thapa. So researcher inform evening shift manager Mr.Raju Karki
related the checkout it was about to be6:00pm even researcher changed uniform take a
shower for15.00minutes and researcher went back to home. Researcher had dinner with
family and since researcher was very tired, researcher slept early. During the researcher’s
training period it was regular activities but researcher took it as researcher observation
day.

An observation is the main primary source of data collection from the observation what
researcher notice is lots of information about Hotel property like as.

Hyatt Vision

The hotel aims to be known as the first choice for guest, colleagues, straight from the
heart.

Hyatt Mission

The hotel aims to delight guest every time by creating engaging experiences straight from
the heart.

Hyatt values

A primary focus for the Hyatt regency Kathmandu is to impart the core values to each
and every employee. These include like:

25
  Smile
 Speak first and last
 Pay attention to details
 Do the right things.
 Resolve guest issues promptly

4.2 Interview with Human resources trainer’s officer at Hyatt Regency Hotel

For the research of the data finding, the researcher have choose the primary functions by
taking short interview on 21stNovember 2015 with HR training officer Ms. Sashila Joshi
to get experiment about the training as enhance of employee performance. The interview
was taken in duty hours within a short period of time. So, the researcher got an
opportunity to ask some questions and related answer with Ms. Sashila.

Firstly she described the researcher about herself and according to Ms. Sashila, she was
graduated from KMC and has been working since 5 years of experience at Hyatt Hotel.
At the beginning she was the secretary of Mr. Suresh Giri “Director of F&B Department”
so after 2 years she was transferred to HRD as a trainer’s officer.

Researcher interview was going smoothly with her and researcher asked the 1st questions,
How does HRM affect all manager? According to Miss Sashila she told researcher that
HRM affect all managers because human resources is important in the work place.
Organization today’s are transformed into leading productive companies based on the
decision made by human resources. The 2nd question was What are the major process to
handle the employee? According to Miss Sashila she answered, the major process to
handle the employee are to give clear, behavior feedback and being consistent, work
through the company process manage by our self talk. The 3rd questions, How the
training opportunity communicated to employees? She explained that through training,
employees are able to see their future in achieving corporate goals. And the final question
that researcher asked with HR trainer was How can manager help to prevent work place
violence? Miss Sashila explained the researcher by saying that manager help to prevent
work place violence by providing training to all employees about the policy and be sure
that they understand that all claims of workplace violence will be investigated. So Hyatt

26
hotel training has become vital in the hotel hospitality industry to attain a complete
advantage and also for survey. She told the researcher that as a training officer it’s her
duty and responsibility to handle all the employees’ performance from the entire
department at hotel. Even she gave the details saying that training opportunity
communicated to employees by major processer like as given below.

4.2.1 Planning processer:

It includes defining goals, establishing strategy, and developing plans to coordinate

activities within a management.

4.2.2 Organizing processer:

It includes determining what task are to be done, who is to do grouped, who report to
whom, and where decision are to be made.

4.2.3 Motivating processer:

It includes motivating employees, directing the activities of other, selecting the most
effective communication channel, and resolving conflicts.

4.2.4 Evaluating processer:

Employee performance needs to be evaluated based as such measures as how they behave
or act on criteria such as effort, teamwork, friendliness and rather than simply on the
measurement outcomes as they achieve.

4.2.5 Rewards Processer:

Management wants employees to give good service, it has to reward good service and it
need to make pay and promotions.

So this was the researcher’s first interview with HR training officer Ms. Sashila Joshi for
my research data collection on training as an enhancing employee performance.

Interview with employees in the Hyatt Regency Hotel

27
With the concise information collected with questionnaire made and asked with the
participants of the research following are the analyzed form of information which was
found. Each and every information are supported. In the Hyatt hotel after taking short
interview with HR trainer it was researcher second interview with the employees.

In Hyatt hotel recently the total number of employees is 375 who are currently working
in Hyatt property in different department. By probability sampling through the scientific
way, the researcher chose 30 people among the 375 people from the different department
as focus groups discussion and the participants were from the HK department, F&B
department, F&O department, Productions department, sales and marketing department,
engineering department, laundry department, HR department, Security department and
gardener people. Note taker, observation and moderator were me researcher self during
my interview to collection all data.

During the interview, the researcher mostly focused in group discussion with Hyatt
employees who had different perception. Some were satisfied whereas some were still
dissatisfied related working environment and their experiences in training policy in Hyatt
Regency. So some of the major questions and answer that researcher have found during
interview with employees that researcher have mentioned at Appendix page as a survey
questionnaire.

4.3 Gender of the respondents

Table: 4.3 Gender of the respondents
Gender of the respondents No. of Respondents
Male 21
Female 9
Total 30
Source: Field Survey, 2015

The above table and the figure show that, there are 21 numbers of respondents who are
male and 9 number of are female.

28
Fig 4.3 Gender of the respondents

Gender of the respondents

25

20
No. of respondents

15

10

0
Male Female
Genders 21 9

Source: Field visit, 2015

4.4 Age of the respondents

Table 4.4 Ages of the respondents
Ages of the respondents No. of respondents Percentage
Below 20 4 13.33%
20-30 15 50%
Above 30 11 36.67%
Total 30 100%

29
Source: Field visit, 2015
Above table mentioned that, according to the researcher there were 4 numbers of
respondents whose age was below 20, 15 numbers of respondents whose age was 20-30
and 11 numbers of respondents whose age was above 30.

Fig 4.4 Ages of the respondents

Ages of the Respondents

Below 20 20-30 Above 30

13%

37%

50%

Source: Field visit, 2015

4.5 Position of the respondents

Table 4.5 Position of the respondent
Position of the respondent Percentage
Trainee 36.67%

30
 Captain 26.67%
Supervisor 16.67%
Assistant Manager 10%
Manager 10%
Total 100%
Source: Field visit, 2015

Above mentioned table represents that there were 36.67% of Trainees i.e. 11, 26.67% of
Captains i.e. 8, 16.67% of Supervisor i.e. 5, 10% of Assistant Managers i.e. 3 and 10% of
Managers i.e. 3.

Fig 4.5 Positions of the respondent

Positions of the respondent

Trainee Captain Supervisor Assistant Manager Manager

10%

10%
36%

17%

27%

Source: Field visit, 2015

4.6 Development of training classes

31
Table 4.6 Development of training classes

Development of Training No. of respondents

Yes 17
No 13
Total 30
Source: Field visit, 2015

Above table measures the satisfaction of employee with training class provided by hotel.
Table represents number of respondents and their responses. Below is graphical form of
this table with brief description.

Fig 4.6 Development of training classes

Development of training classes

18
16
14
No. of respondents

12
10
8
6
4
2
0
Yes No
Development of training
17 13
classes

Source: Field visit, 2015

32
Above table presents the satisfaction of respondent corresponding to the question of
training plans provided by the hotel to employee. X-axis shows the number of
respondents in terms of percentage and Y-axis shows the development of training classes.
17 respondents said that the hotel provides the training classes and 13 said the hotel does
not provide the training classes.

4.7 Benefits of training

Table 4.7 Benefits of training
Benefits of training No. of respondents
Better communication 11
Improve labor relation 14
Change management system 5
Total 30
Source: Field visit, 2015
The above table shows views and responses of respondent on benefits of training in their
work with the training provided by Hyatt Regency. Table represents number of
respondent and their responses. 11 said they are benefited from better communication
skill, 14 said from improve labor relation and 5 said from the changes in management
system.

Fig 4.7 Benefits of training

33
 Benefits of training
16
No. of respondents 14
12
10
8
6
4
2
0
Change
Better Improve labor
management
communication relation
system
Benefits of training 11 14 5

Source: Field visit, 2015

In above, figure X-axis shows the number of respondent where as Y-axis is the
presentation of benefits of training. As stated in former topic that personal development
has been more prioritized by every employee this eliminates their focus on benefits of
(better communication, improve labor relation and change management system). They
believe in satisfaction in their work by progressing in their work and work with efficiency
eliminating flaws. It can be clearly seen that number of positive respondent is high and
ultimately are happy with their work.

4.8 Determination of Training

Table 4.8 Fulfill need

Determination of training Percentage

Management audit 16%
Task analysis 23.33%
Performance analysis 43.33%
Training needs survey 16%
Total 100%
Source: Field visit, 2015

34
Fig 4.8 Determination of Training

Determination of training
Management audit Task analysis Performance analysis Training needs survey

16% 16%

24%

44%

Source: Field visit, 2015

Above table and figures represents that 16% of respondents said management audit,
23.33% of respondents said task analysis, 43.33 said performance analysis and 16% said
training needs survey. Everyone needs some kind of training by professional to do the
work flawless and with great efficiency. If employees are given some task and they don’t
know purpose of doing it and the proper way of doing it they will avoid the work rather
than doing it sincerely.

4.9 Importance of training program

The respondents were asked whether training program is important in employees

performance or not in order to check the awareness of the respondents about the
importance of training.

Table 4.9 Importance of training program

35
 Importance of training in
achieving organizational goal Frequency Percentage
Yes 30 100%
No 0 0%
Total 30 100%
Source: Field visit, 2015

Fig 4.9 Importance of training program

Importance of training program

120%

100%
Percentage

80%

60%

40%

20%

0%
Yes No
Percentage 100% 0%

Source: Field visit, 2015

The above table and figure shows that the respondents who think that the training is
important in employee performance are 100%. The opinions collected from the
respondents indicate that the employees give importance to the training program and
think that the training program helps in employee performance and customer satisfaction
as well. The training plays a very important role in achieving the goal of the organization.
Every employee should have the awareness of importance of training in order to develop
themselves and achieve their personal and organizational goal. The employees who do
not think training is important will not be able to develop themselves and move ahead in
their career.

4.10 Facilities provided by the hotel

36
Table 4.10 Facilities provided by the hotel

Facilities provided by the No. of respondents Percentage

hotel
Transportation 9 30%
Locker facilities with 11 36.67%
uniform
Meal items 10 33.33%
Total 30 100%
Source: Field visit, 2015

Fig 4.10 Facilities provided by the hotel

Facilities provided by the hotel

Transportation Locker facilities with uniform meal items

33% 30%

37%

Source: Field visit, 2015

4.11 Level of contribution

The reason behind asking the respondents about the contribution that they think they
provide to the organization is to analyze the motivation of the respondents for working.
This topic can be further explained with the help of the table and figure below:

Table 4.9 Level of contribution

37
 Level of contribution Frequency Percentage
Level 1: Not supportive 0 0%
Level 2: Satisfactory 16 53.33%
Level 3: Supportive 7 23.33%%
Level 4: Highly Supportive 7 23.33%
Total 30 100%
Source: Field visit, 2015

Fig 4.11 Level of contribution

Level of contribution
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

9%

10%

23% 58%

Source: Field visit, 2015

The above table and figure shows that the respondents whose level of contribution to the
organization in level 1 is 0%, level 2 is 23%, level 3 is 10% and level 4 is also 59%.

According to the opinion from the respondents it indicates that the employee contribution to their
work is Supportive due to the motivation they received from the training program provided to

38
them. The higher the motivation, higher will be the level of contribution to the organization and
the higher will be the chance of achieving the goal and satisfy customer. The organization should
motivate the employees to increase the level of contribution that they provide in the organization.
The motivation plays a very important role in developing the employee, increasing the level of
contribution and achieving the personal and organizational goal. The organization should identify
how the employees can be motivated and apply the ways through which the employees get
motivated.

4.12 Opinions regarding the training to enhance the employee performance

In this last segment of the questionnaire the opinions of the respondents were asked
regarding the training to enhance the employee performance in Hyatt Regency. There
was positive as well as negative opinion from the respondents. The positive opinions
from the respondents are like some of the respondents think that the proper training is
provided to enhance the performance whereas the negative opinions was there were no
proper facilities provide to the trainees. Lastly, everything has its negative and positive
impacts on it.

39
 Chapter 5

Data Analysis

5.1 Analysis of interview and questionnaire

This research is strongly based on two pillars one is literature study of different authors
and the next one is interaction with participants. Research is more fruitful when facts that
are drawn are more genuine. To make data more accurate author even did personal
interview with the officer level employees who have been working for years in the area
of study i.e. The Hyatt Regency Kathmandu. To know happenings and the follow ups
which are apart from the study done and the questionnaire study a bit of interviews were
followed to give a little twist to the research. Training and development has always been
thought very important and valuable when career of employee is concerned. In this
relentless competition, money has always been the high ranked material which always
drag people to their side but training development, career enhancement, growth
opportunities has really challenged money issue for that matter. Employees really respect
their career which ultimately in future will help them to enhance their quality life with
more skills and knowledge in the ever changing environment. They too feel training
program has been designed for employee has been able to keep them calm as well as
motivated at the same time. Training is an informal education that is helping enhancing
their skills and many of them have agreed on this fact as well. The Hyatt Regency
contribution towards their role for development of employee is ignorable. Employee
even accepted Hyatt Regency the best platform to shape them in career journey with hotel
by learning how to survive wave of changes. Area of study is even considered as a one of
the best training institute by renowned people and magazine over the world.

5.2 Analysis Field of Observation

This research is based on fact of literature studies, interviews, questionnaire with

different personnel of organization. To be more brief and precise, information was even
collected from the Human Resource Personnel as this department takes account into
development of employee especially learning department of Human Resource
Department.
40
Information included above also involves some oral conversation with employee apart
from questionnaire and personal and formal interviews. After interview from Human
Resource Personnel information regarding turnover was also obtained which precisely
shows the turnover in the month of November 2015. The reasons of turnover in other
hotel should be generalized of same as of the area of study. The possible reason of
turnover was also researched by concerned department and some possible reason of
turnover is explained above. Though turnover has never been burden to The Hyatt
Regency though possible action plans are followed to ensure turnover rate at any time is
controlled. Some future additional training programs are also listed in order to ensure
problems during interaction and experience with guests remain minimal.

This data analysis conducted on the topic “Training as a means to enhance employee
performance” was analyzed from the questionnaire that was provided to the respondents
who were selected from the F&B department. The data represents the data that was
collected from the questionnaires and are more elaborated and explained.

Talking about the analysis of data, in Hyatt Regency Kathmandu at first researcher would
like to talk something about the training provided to staff plays a vital role to improve
employee performance and achieve the goal of the hotel. Consulting with many staffs of
Hyatt they responded that the training has helped them to enhance their personal and self-
skills and also customer satisfaction. The above mentioned data in data presentation is
about several trainings provided by Hyatt Regency to achieve the goal of hotel and also
to achieve the higher customer satisfaction. Researcher interacted with many staffs in
Hyatt Regency of several departments like Housekeeping, Front Office, F&B Department
and also the security department. Many staffs of related department responded that
training has helped them to satisfy employee by providing them quality and standard
service and also it has improved their self-skills and personal techniques of working in
their departments.

5.3 Summary of data analysis

Every data elaborated above are interrelated and interconnected because main aim of
connecting this question was to conclude the fact that satisfaction of employee is

41
regained by the hotel and how strong hotel stand itself to keep its each and every
employee satisfied and make them grow with company with any means of training,
learning, development, coaching lessons and so on.

All the questions are made in structure way which starts with indirect ones and finally
ends with what research needs. More than half of employees are really positive towards
the hotel training and development program for them is important whereas there is
negative replies as well which will be discussed in further topics. As stated in problem of
statement the main aim is more diverted into finding employee satisfaction and whether it
is directed by training and development programs. In average responds from the
employees as well are more positive and till now employee development and training
programs for employee affects employee positively can be thought.

Some questions are open ended which are not listed above. Those questionnaires were
given to let participant express their view from open window where they can write
problems and solutions which they have in them which could be beneficial for both
employee and employer.

42
 Chapter 6

Summary and Conclusion

6.1 Summary

This chapter includes a summary of the major contents of the study and reaches a
conclusion of what is found on the basis of the collected data and the researcher’s own
personal observation and impression. Finally some recommendations are made so that it
would be helpful in finding the solution to the issues and problems.

In the hospitality industry where the number of hotels and other hospitality outlets are
increasing day by day the competition is very tough in order to survive in the industry.
Employee development training program is a very essential factor for any organization to
compete against the competition and helps to achieve the goals of the organization. In
this modern competitive world if the organization does not give importance to employee
training and development, then the organization will move straight backward towards
failure instead of moving forward towards success. Employee development training has
become a very essential management tool.

There was the diversity of opinion of different individual. Each individual has their own
point of view but the aggregate result or response was positive. It seems that the
organization is running towards correct ways. It is not like there will be 100% satisfaction
in everything but company tries its best get the way and having almost positive result is
going ahead to its goal. The reason and brief description of this information was already
explained in above chapter
As this dissertation is based on the different aspects such as the review of the literature of
author, the survey questionnaire, the open questions in survey and the general knowledge
during the internship period that the researcher experienced and the information that
strive from the human resource management personnel’s. The training factors provided
by the human resource are incredible according to the participants who are currently
working in the Hyatt Regency Kathmandu. They all agreed on the base of training they

43
got have enhanced their product knowledge, upgrade skills in adopting and using the
existing technologies in work place and platform to grow themselves. With the
interaction of human resource and following the data the current internal turnover rate is
40% so that they have much more to do to convince the employee to continue with their
journey. Turnover rates increases due to the working environment, colleagues in
workplace, technologies, lack of product knowledge, personal issues or due to
competition.
So with the process of having information human resource provided the current updated
information so that it enhanced the dissertation to enhance more accurately and the
reasons behind them were already mentioned such as their own personal issues, one way
traffic i.e. should only listen to supervisors, training as means not practical, some of them
are not will to attend the training and so on. But, summarizing the result is positive and
that is the main achievement for the hotel. So training is the most important factor to
enhance the employee performance.

6.2 Conclusion
This research draws the facts regarding employee development and training programs
and how it matters to the organization to retain its employee. The Hyatt Regency is
famous for taking care of their employees apart from providing luxury service to guest.
The Hyatt Regency aims to develop themselves and employees by exploring themselves
with changing world by giving different kind of training by professional and providing
them modern material to tackle with changes in technology, information and so on. With
the research done the fact can be drawn and the fact is that the hotel still leads in
providing outstanding service to its guests and providing what it needs to be the best
employee to work in different situation.

The hotel considers giving sufficient training, listening to needs of employees giving
hands to employee when they need and providing them relief programs will make them
employee more loyal towards them. This research as well is more to know how training
and development program provided by the hotel actually works in retaining employees.
This research explains the overall matter on the same issue. To build this research
inductive method was employed i.e. to make this research effective literature review was

44
undergone and studies was made in order to make this research more effective and more
realistic. Questionnaire was made and interview was conducted with different employee,
apart from this interview informal communication was also conducted to draw different
facts.

Questions especially related to training and development were asked as progress of

skills and knowledge, satisfaction in training plans, rating the training, learning with
superiors or leaders, technological advancement, commitment to hotel and their
suggestion. The questionnaire is more related to training and development to remain
focus on the research topic. Among the research population about 80% of them were
really satisfied and 20% had different ideas and issues and negatively replied to the
research questions. The research was conducted with different age group and employee
with different designation so that varied information can be obtained from their working
experience, their learning capacity.

The information obtained was more positive from the respondents but yes there is some
back fall as well. More of respondents were in favor of topic that is yes training and
development do affect employee retention positively and some problems and issues that
were received will be discussed below.

Respondents were really encourage by the opportunities and learning materials provided,
they also believe they could earn more in other organization but the benefit they get from
The Hyatt Regency in terms of this learning environment is more than precious for them
to grow and develop in the competition. More of respondents were satisfied and even
stated their loyalty in future with the hotel, they owe some responsibility towards the
hotel and suggested some training program as well which could if added could add on
learning advantages to the employee as well. These training programs in short are: Wine
training including the standard serving methods, communication of management and
employees and so on.

They also stated they need some operational training and added some more ideas on their
own as well. These are as: they need training to use equipment more efficiently and more
effectively because new trainee and employee are new with the use of equipment which

45
makes them part of accident. Employees also demanded for need for frequent cross
training between departments so that they can know more about different outlets which
will enhance their knowledge. They also said they require more training on beverage
because many of them lack their knowledge in terms of beverage so they lose the chance
of up selling beverage to guests. Every department has one employee assigned as learning
coach who is responsible for acting as teacher to new comers and new trainee to give
them information of product involved with hotel and departments. Employee in their
suggestion wants teach coach to be check by Human resource and other concerned
department they have complain that they don’t get anything from their learning coaches
as what the new comers expected.

This research also found out that Training and development programs has really helped
hotel to keep them unique in the world which had them lessen turnover and had
motivated employee lot to keep them loyal and give hand to them working for years.
However, reason as personal reasons may be relocation of habitat, getting married, family
bonding etc; competition providing increased benefit of allowance, money etc;
commencement of new hotel brands in and around Hainan Island because of its suitable
climate and area. These reasons are the challenges in the employee turnover however
hotel has really been able to keep them under average in terms of employee turnover.

Though this research was undergone to fulfill partial requirement of completion of

internship, it was knowledgeable overall. This research was undergone to know whether
training and development provided to employee by The Hyatt Regency is able to keep
them loyal in organization and retaining old and motivation new employees and attracting
potential employees around. This research is the result of effective interview with
different personnel in hotel who holds different designation in hotel. The research was
concluded that, Hyatt Regency Kathmandu still stands strong to hold up its employee
keeping them loyal but the back side is according to a research The Hyatt Regency
proves itself by standing glorified in its position in terms of turnover and comparison
with neighbor hotels as well.

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 REFERENCES

Bentham, J. (1995). “Government wide performance” Retrieved from

http://www.pctamers.eu.Accessed on 2015 Jan30.

Brooks, I. (2006). Organizational Behavior: Individual, Groups and Organization.

Harlow, England: Prentice Hall.

Garger, E.M. (1999). “Goodbye training, hello learning.” Workforce Vol.78, No.11, pp.
35-42. Available at: http://www.managementstudyguide.com/employeedevelopment.htm
(Accessed on 30Jan 2015)

Garger, K. (1999) “More efficient, targeted and strategic than ever” Retrieved from:
http://www2.uwstout.edu/content/lib/2001/2001sheltonk.pd on 2015Jan30

Gerbman, R.V. (2000). Corporate Universities. HR Magazine, Vol.45, No.2, pp.

101_115.

Hyatt Hotels Corporation, (2002). Hotel, Travel and Hospitality News. United States:
Hyatt Corporation.

Layman’s (1900_1950) “A brief description about enhancing employee performance”

Retrieved from: http://www.bcs.org/content/conWebDoc/26647. (Accessed on2015Jan
30).

Moses, B. (1999, Feb 1). “Career planning mirrors social changes.” The Globe & Mail.
Vol. 5, No. 2.

Ruth, M. (2008) "key words". Retrieved from:

http://smallbusiness.chron.com/importance-crosstraining-improving-team performance-
33216.html.Accessed on 2015 Jan 30

“Use Training and Development to Motivate Staff” Available at:

http://humanresources.about.com/od/coachingmentorin1/a/trainmotivation.htm (Accessed
on 30Jan 2015)

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 APPENDIX
Questionnaire

This questionnaire is under the topic “Training as a means to enhancing employee

performance”. The response of the participants is very valuable in conducting this
research. The personal information of the participants is kept confidential and will not be
used for any purpose. Only the response from the participants will be used for the
analysis.

Annex 1:

Survey Questionnaires with Hyatt employees.

1. What is your age group?

a) Below 20
b) 20-30
c) Above 30
Your gender: a) male ( ) b) female ( )

2. What is your Position in the Hotel?

a) Trainee
b) Captain
c) Supervisor
d) Assistant Manager
e) Manager

3. Who provide you all the training class?

a) HR trainer’s officer
b) Department supervisors

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4. What are the benefits of training you got in Hyatt hotel?
a) Better communication
b) Improve labor relation
c) Change Management system
5. What are the determine training you needs in Hyatt hotel?
a) Management audit
b) Task analysis
c) Performance analysis
d) Training Needs Survey

6. When did you join Hyatt hotel? Why?

a) After completed graduations

b) For better careers
c) High salary comparing to other hotel

7. Being an employee what are the facilities you got from Hyatt hotel?
a) Transportation
b) Locker facilities with uniform
c) Meal Items

8. What is the Level of Contribution?

a) Level 1: Not Supportive
b) Level 2: Satisfaction
c) Level 3: Supportive
d) Level 4: Highly Supportive

9. Are you satisfied with Training and program provided to you?

a) Yes
b) No

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Annex 2:

Questions for interview with HR trainer.

1 How does HRM affect all managers?

2 What is the major processer to handle the employees?

3 How the training opportunity communicated to employees?

4 What can manager do to help prevent work place violence?

Annex 3:

Figure 3.1: Hyatt Regency Kathmandu

Source: Field visit, 2015

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