CASE STUDY; HOTEL LINK TRAINING AND CUSTOMER

SERVICE
BY GROUP TWO
PARVIS AMARTEY
HASSAN YUSSIF
EVANS SARKODIE
ROSALYN QUARSHIE
KELVIN QUASHIE
Question 1

Strategic training is focus on effort to develop competence, value, and competitive advantage by
structuring training needs to by line with the organisational objectives, and performance
consulting approach is a process in which trainers (internal or external) and the organization
clients work together to boast workplace performance. It interns to bridge the gap between the
organization expected performance and the actual performance of the employees.

We shall consider the use application of the above methods in the training needs of three top
hotels, namely; Broadmoor Hotel, Rockresort Hotel and Starwood collection of Hotels.

Strategic training;

Boardmoor Hotel are developing employee capabilities and encourage changes through
extensive orientation and training, they have created and share knowledge to resolve client
problems and handle client request. Effective communication enhance good interpersonal
relationship with client

Rookresort Hotel on their part develops the capabilities of employees on customer service, create
and share knowledge by identifying ideas for improvement

Starwood collections of Hotel also developed the capabilities of employees in serving wine,
create and share knowledge on the best way of serving wine, on different types of wine and their
processing.

All the three hotels in using strategic training developed the competencies of their employees and
also added value to their services. Starwood in addition, created competitive edge in the industry
with the introduction of “WineBuzz”

Performance Consulting Approach

All the hotels were able to identify the expected service delivery level that they need to achieve
in order to maintain their clients, they also identify capabilities of the employees which was not
adequate to achieve the objective of the company, the identify the root cause as lack of adequate
training and therefore institute a training program to bridge the gap between the required
performance and the actual performance of employees.
Question 2

Training like other project needs to evaluated for effectiveness and there are several ways that
starwood can evaluate WineBuzz and some of which are,

Cost Benefit Analysis; the cost of training the employees at starwood should be compare with
the benefit derived from providing the services.

Result; this is measuring the effectiveness of the training in achieving organization objective.
The introduction of WineBuzz was gain a competitive edge in sale of wine, has that happened?

WineBuzz can also be measured by determine after the training weather employees are
performing as expected by management.