A project Report

On
Training as a Means to Enhance customer
Satisfaction
By:
Name :Sanjib Chaudhary

Nepal Collage of Travel and Tourism Management

TU Reg. No: 7-2-357-127-2016

TU Exam Roll No: 4268/16
A Project Work Report Submitted to
Office of the Dean

Faculty of Management

Tribhuvan University

  

In The Partial Fulfillment Of The Requirements For The Degree Of

Bachelor OF Hotel Management (BHM)

Ratopul, Gaushala, Kathmandu Nepal

1 
 DECLARATION
I would like to declare that the research work in the title “Training as a means to  enhance
customer satisfaction” submitted to our college Nepal College Of Travel  and Tourism
Management ( NCTTM), Faculty of management Tribhuvan University is my original
work and I have done this research as for the partial fulfillment of the requirement for the
Bachelor’s Degree in Hotel Management. 

Collage Of Travel And Tourism Management

  

 Bachelor In Hotel Management

Tribhuwan University

Submitted by:  Sanjib Chaudhary

Date:2020 September

4 
 VIVA-VOCE SHEET 

  
 We have conducted the viva-voce examination of the report 
 Submitted by:  

 Sanjib Chaudhary

 Entitled 

 “Training as a Means to Enhance Customer Satisfaction” 

and found the report to be original work of the student and written according to the
prescribed format. We recommend the report to be accepted as partial fulfillment of the
requirements for the degree of 

 Bachelor of Hotel Management (BHM) 

 Viva-Voce Committee 

Member (Supervisor): …………………………  

Member (External Expert): …………………………… 

Date: …………………….

5 
 ACKNOWLEDGEMENTS 

The field work “Training as a Means to Enhance Customer Satisfaction” has been
completed for  the partial fulfillment of Bachelor’s In Hotel Management (BHM)8th
semester program. The  success and final outcome of this project required a lot of guidance
and assistance from many  people and I am extremely fortunate to have got all this all along
the completion of my project  work. Whatever I have done is only due to guidance and
support, so I would not forget to thank  them. I owe a debt of gratitude to Mr.Pranesh
Sharma the Principal of NCTTM College for the  vision and foresight which inspired me
to conceive this project. It is also my duty to record my  thankfulness to Mr.Bhu Prasad
Sharma, Coordinator of BHM Faculty, NCTTM and I am  equally thankful to our project
guide Mr.Bishow Raj Joshi who took keen interest on our  project work and guide us all
along till the completion of my project work by providing all the  necessary information for
developing a good system. 

I am equally thankful to all my friends and family for their kind cooperation and the
owners and  managers of the hotel and bars who have given their support for the
preparation of the project  during the process of data collection, which made this project a
successful. Finally would like to  thank to all my family members, seniors and friends, for
moral support which was instrumental  in accomplishing this project. Also, I would like to
extend my since regards to all the teaching  and non teaching staffs of Bachelors of Hotel
Management (BHM) for their moral support and  suggestion.  

Sanjib Chaudhary 

Nepal College of Travel and Tourism Management (NCTTM)

6 
 
 7 
 TABLE OF CONTENT 

 Declaration 2  Recommendation 3  Viva Voce Sheet 4  Acknowledgements

5  

 Executive Summary 6  Table of Content 7-8  List of Table 9  List of Figures

10  CHAPTER ONE : INTRODUCTION  

1.1 Background of the Study 13-15 1.2 Statement of Problem 15-16 1.3
Research Objectives 16 1.4 Significance of Study 16 1.5 Limitation of
Study 17 1.6 Operational Definition 17 1.7 Chapter Organization 18 
 CHAPTER TWO : REVIEW OF LITERATURE 

 2.1 Training and its Importance in Hotels 19  2.1.1 Customer Satisfaction and

How it is affected by Staff Training 19  2.1.2 Staff Training aspects in Four

Points by Bella Villa 20  2.2 Staff Training in the Hospitality Industry 20 

2.2.1 Customer Experience vs Customer Satisfaction 21  2.2.2 Perception of

Customer Satisfaction in the Hotel Industry 21

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2.2.3 Staff Training Amenities and Guest Experience /Satisfaction 21-22 2.2.4

Guest Empowerment Training 22 2.3 Training 22-23 2.4 Training Cycle 24-25

2.5 Staff Training in Hotel Industry 25 2.5.1The Importance of Staff Training

25-26 2.5.2 Increases Job satisfaction and Recognition 26 2.5.3 Encourages

Self- Development and Self –Confidence 26 2.5.4 Moves Employee Closer to

Personal Goals 26 2.5.5 Helps the Employee become an Effective Problem

Solver 26 2.5.6 Allows the Employee to Become Productive More Quickly 26

2.5.7 Training Methods 26-27 2.5.8 Off-The –Job Training Methods 27 2.5.9

On –The –Job training methods 27 2.5.10 Effectiveness of training 28 

CHAPTER THREE: RESEARCH METHODOLOGY 

3.1 Research Design 29 3.2 Research Site 29  3.3 Universal and Sampling 29

3.4 Nature and Source of Data 29 3.4.1 Primary Sources 30 3.4.2 Secondary

Sources 30

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3.5 Data Collection Method 30 3.5.1 Qualitative Research 30 3.5.1.1

Interview 31 3.5.2 Quantitative Research 31 3.5.2.1 Questionnaire Design 31

3.5.2.2 Pre-test and Field the Work 32 3.5.2.3 Sample Design 32 3.6 Data

Analysis Process 32 3.7 Ethical Consideration 32-33 CHAPTER FOUR:

DATA PRESENTATION & ANALYSIS 

4.1 What are the Demographic Profiles of the Hotel Customers? 34-35  4.2.

What is the reason behind selecting the hotel ,what is the   purpose of their

travel and with whom they traveling? 35-38  4.3 How will you rate the Staff

training of Four Points By Bella Villa 38-39 4.4 Is staff training being capable

for Customer Satisfaction and   What are its impact On them? 39-40 4.5 How

would you rate your overall Satisfaction with your 

 Recent Guest Experience at Four Points By Bella Villa? 40-41 4.6 How

Beneficial is Staff Training in the Present Context  

 of Four Points By Bella Villa? 42-43 4.7 How Satisfied were you with the

Services Provided by  

 Staff Training Four Points By Bella Villa? 43-44 4.8 Nationality of the Guest

45

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4.9 Gender 45-47 4.10 The Customer Service Skills Training Given to Staff in

Four Points By Bella Villa 47-48 CHAPTER FIVE :

SUMMERY,CONCLUSION & RECOMMENDATION 5.1 Summary 49 5.2

Conclusion 50 5.3 Recommendation 51 REFRENCES 52-53 APPENDICES

54-57 

 
 11 
 LIST OF TABLE 

Table No. Title Page No.  

Table 4.1.1 Sample Profit 34-35 Table 4.2.1 Selecting hotel,purpose of travel

& traveling 35-36  partner  

Table 4.3.1 Satisfaction Analysis 38 Table 4.4.1 Satisfaction with staff

training and their impact 39-40  on guest experience  

Table 4.5.1 Level of satisfaction 40 Table 4.6.1 Measuring the benefit of staff

training 42 Table 4.7.1 Customer satisfaction provided by staff training 43 

used in F&B service 

Table 4.8 Nationality of the guest 45 Table 4.9 Gender 45  

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 LIST OF FIGURE 
Figure No. Title Page No.  

Figure 4.2.1 Reason for choosing the hotel 36 Figure 4.2.2 Purpose of travel

37 Figure 4.2.3 With whom guest travel with 38 Figure 4.5.1 Overall

customer satisfaction 41 Figure 4.6.1 Measuring how beneficial is service

standard 42 Figure 4.7.1 Customer satisfaction provided by four points by 44 

Bella villa 

Figure 4.8 Nationality of the guest 45 Figure 4.9.1 Age group of respondents

46  

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 CHAPTER: ONE 
 INTRODUCTION 
1.1 Background of the Study 
Customer satisfaction is the only thing that matters most in the hotel industry that may
through  service provided by hotel (Abraham Pizam and Taylor Ellis “customer satisfaction
and its  measurement in hospitality enterprises). But this entire research is focused on the
comparative  study of the impact of staff training at Four Points by Bella villaand the level
of customer  satisfaction. In order to know about customer satisfaction, researcher choose
this topic “Training  as a Means to Enhance Customer Satisfaction inFour Points by Bella
villa”. Researcher found this  topic more interesting and challenging. At the same time,
researcher wanted to know more about  the staff training and its contribution on customer
satisfaction. The researcher also chooses this  topic for being more familiar with the
technology and its working procedure. Customer satisfaction  is considered to be a key
element for a company’s success in the market; a leading criterion in  determining the
quality of service or product to the customers; and it is also crucial for  organizational
survival. Customer satisfaction, loyalty, and the image of the business, have become  the
most discussed and relevant topics in research for the service industry, especially for hotel 
management theory and practice, being considered as the next source of competitive
advantage.  The measurement of customer satisfaction has become an important issue for
researchers in service  marketing and hospitality management. Moreover, it is known that
one of the goals of corporate  culture is to retain and satisfy both the current and past
customers. The other professor claimed  that for many years hospitality enterprises believed
in creating as many new customers as possible  as the goal of marketing, while hoteliers
thought it is much more important to satisfy those  customers who are on the property;
although “the real goal was to continue to find new customers”.  It has been proven by
researchers that the cost of attracting new customers is five times higher than  keeping the
existing ones. The knowledge of customers’ expectations is essential for companies  because
it influences the repetition of purchases and word of the mouth recommendations. Each  and
every organization starts with the employees, the people who bring the organization alive
and  who are responsible for the output. Without the employees the hotel would be just a
structure made  of steel, iron, and glass .Employees are the most important asset the
company has. Employee  satisfaction levels can affect the quality of service, and therefore
are believed to be related to  customer satisfaction issue in the hospitality service industry,
where front line employees have  constant interaction with customers and can affect the
overall company’s profitability and 

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success.(Abraham Pizam and Taylor Ellis, “Customer satisfaction and its measurement in 
hospitality enterprises’’ , 1999).  

The hospitality industry and tourism industry have been rapidly increasing during the last
decades.  Now due to the economic crises there are appalling impacts on the hospitality
industry everywhere  and especially US and Europe. Training is one of the most appropriate
ways to increase the  productivity of individuals and meet organizational goals. Even if
training is so important in the  hotel industry, we are seeing number of non-trained
employees hired in many hospitality  organizations. The world is changing rapidly in
everyday life and in order to be able to catch up  the paces, we have to make the best use of
the personnel’s abilities became of tremendous  significance in the businesses. Therefore,
Human Resource Management needs-to be carefully  consider and implement. It should be
able to deal with the effects of the changing business world,  which means that people who
work in the Human Resources Department have to be aware of the  implications of
globalization, technology changes, workforce diversity, changing skill  requirements, the
contingent workforce, decentralized work sites, and employee involvement etc.  Because
when either one aspect of above changes in the working process, it could change the  whole
business operation, therefore, it is important for the Human Resource Department to be 
prepared and to take control. In this respect, I thought it would be worthwhile to study how
the  students of hotel industry, who are to drive the industry in near future -perceive their
career as,  how is/was their work experience, what feelings have they formed towards
hospitality jobs, and  how their career planning is. The hotel is maybe one of the oldest
industries in the world. The  history of hotels is connected closely to civilisations of
mankind (Goldstein. L.Training in  Organizations, 1993).According to s, the first inn was
appeared in the sixth century B.C when  some couples provide large halls for travellers to
drink and the entire service was done by owners.  Since early biblical times, the Greeks
developed thermal baths in villages for rest. Later, the  Romans built mansions to provide
accommodation for the government business. The first thermal  baths in England,
Switzerland and the Middle East were developed by the Romans. In the Middle  Ages,
religious built inns to cater for their colleagues on the move. At the beginning, inns did not 
offer meals. They only provided shelter and allowed horses to be changed more easily.
Travelling  became popular and the impact of the industrial revolution in England spread
widely that led to  the change from social or governmental travel to business travel. The
need for quick and clean  service all the time was emerged. The birth of hotel industry took
place in Europe. At the beginning  of the fifteenth century, in France, the first time, there
was a law required that hotels keep a register.  During this period, the first guide books for
travellers were also published (Decker, P., and Naten  B. Behaviour Modeling Training,
(1985). 

There were lots of information regarding different topic but researcher chose this topic so
that  researcher could go deeper and collect more information required for completion of the
thesis and  also to broaden the knowledge of all the individuals interest.

15 
This research aims to discover the actual level of customer satisfaction of Four Points by
Bella  villafrom past to the present state. It also aims to make comparative study of the staff
training  provided by the hotel with the International Standard. Similarly, this research will
also provide the  general outlook of customer satisfaction to the outer world as a whole. And
also, the other findings  of this research are to discover the future level of customer
satisfaction with the use of more staff  training. This research also acts as to improve the
staff training of the hotel with increasing  customer demand and their importance to the
hotel. 

1.2 Statement of Problem 

Customer satisfaction is the most important thing in hotel industry that needs to be fulfilled
by the  hotel staff that customers want or desire (Anderson et al. 1994). It has become
serious issue in  each and every hotel industry. Availability of service as per the customer
desire has played  important role to long last in today’s global competition.  

Nowadays, staff training important and it has a significant impact on all businesses and also
in  hotel industry. Hotels are facing an increasingly competitive market and to differentiate
themselves  by providing excellent service is not enough. It is vital to offer something
different to capture the  customer’s attention as hotel guests become more and more
selective in their choices (Espana, J.  2006 Customer Experience). Today, leisure guests and
business travelers are looking for a new  experience. In fact, the customers’ expectations for
the different service continue to grow. The  increasing up-take by clients combined with the
shorter life cycles of these training creates a big  challenge for hotels. In the past, guest used
provide access to a different experience with various  service that people could not get in
other place. Nowadays, this has changed completely whereby  in most cases what clients
have in their homes is far superior to anything that is available in a hotel. 

Therefore, there is an opportunity for hotels to embrace the next generation of consumer
investing  in the on staff activities that guest’s demand to achieve a competitive advantage in
order to gain  and retain guests access to customers’ feedback, giving them the opportunity
to enhance the guest  experience with the standard service that customers prefer (Bernard
Marr,2016. If hoteliers decide  to make changes in the service level using the customers’
opinion, this study will also have a great  benefit to customers as well as staff. 

So, because of above mentioned problems, researcher attention is dragged towards the study
and  also researcher was eager to know more about existing staff training and be familiar
with those  customer. “Training” refers to a systematic approach to learning and
development to improve  individual, team, and organisational effectiveness. Alternatively,
development refers to activities  leading to the acquisition of new knowledge or skills for
purposes of personal growth. However,  it is often difficult to ascertain whether a specific
research study addresses training, development,  or both. In the remainder of this review, we
use the term “training” to refer to both training and 

16 
development efforts. (Pigors, P. and Pigors F., (1987). The Case Method, in Training and 
Development Handbook). 

1.3 Research Objectives 

This research attempts to explain the role of staff training in guest satisfaction and also to
suggest  guidelines in improving the staff service ofFour Points by Bella villa. 

Customer satisfaction can be evaluated by the identification of a difference between

provided  services and guest satisfaction in terms of following range: 
1. To understand the satisfaction level of Customer in Four Points by Bella

villa.  2. To find out different training given to the staff for customer satisfaction

1.4 Significance of the Study  

This study is conducted to fulfill the academic requirement and purely for the academic
purpose.  This report may be helpful for the researcher, business entrepreneur, managers,
marketing analyst  and advisors, hoteliers as well as the students of hospitality management
fields. This research will  help to establish the database to conduct further research on the
same field. It also serves as a guide  to interested students thus helping them to know their
future prospects. So, it has a great  significance. It will be very helpful to upcoming under
graduates since it acts as a reference. It will  serve as a guide to the interested students and
other interested people in case they want to survey  and collect data on the same topic It
tends to provide specific knowledge, information and idea on  regards to the customer
satisfaction in the hotel industry.  

The persons and the organizations that will be benefited by this research

study are: Four Points by Bella Villa 

It will help them know their present condition of the quality of service that they have been
offering  to its guests. This project report will act as a reference for further improvement of
their quality of  service. 

Students 
This Report will be the guidance to all those BHM undergraduates and different other
students  who want relevant information on same topic and want to do further research on
the same topic. It  will also provide outline information onFour Points by Bella Villa.

17 
1.5 Limitation of the Study 
Several limitations were associated with the present study. The process of collecting data
and  performing personal interviews with each participant was found to be more time-
consuming than  expected. The research despite being conducted to fulfill the academic
requirements has various  limitations and challenges attached to it. One of the major
obstacles being the language barrier.  Most of the employees and guest were unable to
understand or communicate properly in English  which might also cause the problem of
miscommunication during the phase of the research period.  Hence, the data obtained may
not be accurate. Considering the hospitality industry one of the most  challenging fields to
be employed in the intended employees or managers may have schedule  issues to
participate in the research causing difficulty in the retrieval of data at an intended time 
period. Similarly, the data obtained from the employees may be influenced towards pleasing
the  managers and management hence resulting in the fluctuation of the research findings.  

1.6 Operational Definition 

Guest Satisfaction:  
The making of guest happy and fully satisfied during their stay in hotel by using different
training  related to their service so that guest would be convinced and make return business
in future. Guest  satisfaction is synonymous with customer or consumer satisfaction.  

Satisfaction:  
Post-purchase evaluation of product quality given pre-purchase expectations (Kotler,
Bowen, &  Makens, 2003). Customer is satisfied when post-purchase evaluation reveals
service quality higher  than guests’ expected service quality (Kotler, Bowen, & Makens,
2003). 

Staff Trainng:  
The modification of the natural world to meet human wants and needs. It is the application
of  scientific discoveries to the production of goods and services to improve the human
environment  (Winborne, 2003).  

Staff Training in Guest Satisfaction: 

Product selection, based on need and expectation, are considered critical in determining
customer  satisfaction( Kainuma Y, Amano D , 2016). In which customer would be satisfied
if they receive  service according to their need and desire where staff training meets the
customer.

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1.7 Chapter Organization  
Chapter One: It will consist of background, statement of problem, objectives,

limitation. Chapter Two: It will deal with literature review. 

Chapter Three: it will have methodology where design, site, sample size, nature of data,
data  collection tools, data analysis process, ethical consideration. 

Chapter Four: It will be data presentation and analysis 

Chapter Five: It will have summary, conclusions and recommendations.

19 
CHAPTER: TWO 
Review of Literature 
This chapter reviews the literature on impact of existing customers on guest satisfaction. By 
applying different staff training on customer satisfaction, this chapter begins with a brief
review  of the importance of staff training on guest satisfaction in the hotel industry. This is
followed by a  review of staff training on literature, which results in the construction of a
definition of quality  service and facilities for use in this study. Next, factors thought to
influence the development of  new training are discussed. In particular, emphasis is on staff
training on customer satisfaction as  the most important determinant for goodwill of the
hotel. This chapter concludes with a discussion  of how services are provided according to
the will of the staff training on customer satisfaction. 

2.1 Training and its Importance in Hotels 

Training plays an important role in the hospitality industry. Both customers and businesses
can  benefit from advances in communication, reservations and guest services systems. Staff
training  allows continuous communication and streamlines the guest experience, from
reservation to  checkout. Those organizations which are not practicing the existing training
available in the market  cannot be able to provide the services expected by the customer. As
a result, customer will have  negative impression towards organization and can have a clear
opinion of not making repeat  business with the organization which leads to loss for the
organization. So, the importance of the  staff training is highly appreciated by the all the
hotel industry as staff training is only the aspect  for being in the perfect competition. 

2.1.1 Customer Satisfaction and How it is Affected by staff training 

Customer satisfaction is a result of the customers’ experience, often measured as a degree
of  “happiness”. It can be defined as a customer’ state of mind in which their needs and
expectations  have been met or exceeded with a product or a service. According to a recent
study in Hospitality  Training (2013), hoteliers faced a big challenge: the need to meet
customers' higher demands  combined with lack of sufficient budgetary resources to
implement new technologies. Another  challenge for hotel operators is the rapidly changing
technology that causes shorter life cycles.  Hotels are facing an increasingly competitive
market and to differentiate themselves by providing  excellent service is not enough. It is
vital to offer something different to capture the customers’  attention as hotel guests become
more and more selective in their choices. In this new technological  world, it is becoming
possible to deliver a truly personalized guest experience in order to exceed  the customers’
expectations.

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2.1.2 Staff Training Aspects in Four Points by Bella Villa 
Hotel is using the staff training like in-room training technology (Voice over Internet
Protocol  (VoIP) telephone services, voicemail, game systems and universal battery
charges), business  essentials (business centre services, express check-in/check-out, in-room
telephone, alarm clock,  and easily accessible electronic outlets) and Internet access.
However, the variable comfort  technologies (in-room electronic safe, guest control panel,
in-room PC, mobile access to hotel  website, electronic lock, and flat screen HDTV) are the
service category that has no impact on  hotel customer satisfaction. 

2.2 Staff training in the Hospitality Industry 

According to ITEEA’s Standards for Staff training Literacy, Content for the Study of
Training  (STL), training is defined as "the modification of the natural world to meet human
wants and needs  (ITEA/ITEEA, 2000/2002/2007)". It is the application of scientific
discoveries to the production  of goods and services to improve the human environment
(Winborne, 2003). Staff training in  hotels is often applied at two different levels:
operational and managerial level, and for in-room  guest service (Barker et al., 2003).
Therefore, training amenities are normally introduced in this  industry to improve the
performance of the hotel staff, allowing them to work with more efficiency  and also to
enhance the staff training customer satisfaction (Collins & Cobanolgu, 2008). Many  hotels
use training as a value-added amenity to help create differentiation, enhance guest 
satisfaction, and build loyalty among customers (Cobanoglu, Ryan, & Beck, 1999) 

Previous studies indicate that hotel staff training implementations can improve customer 
satisfaction, increase productivity and reduce costs, which can result in a competitive
advantage.  (Camisón, 2000; Cobanoglu, Corbachi & Ryan, 2001; Collins & Cobanoglu,
2008, David et al.,  1996; Siguaw & Enz, 1999; Van Hoof, Verteeten, & Combrink 1996).
However, not all training  positively impact guest satisfaction (Cobanoglu et al. 2001) and
an incorrect choice of training  amenities may result in customer dissatisfaction (Cobanoglu,
2009). Therefore, it is critical to  understand what hotel guests need and want. This
knowledge will help hoteliers decide which  products or services they should provide or
adjust existing offerings in a way that is more appealing  to guests, meeting their
requirements and expectations (Kotler, Bowen, & Makens, 2003; Lazer,  Dallas, & Riegel,
2006). 

2.2.1 Customer Experience vs. Customer Satisfaction

21 
According to Meyer & Schwager (2007) customer experience includes all the aspects that
a  company is offering the quality of service, advertising, packaging, product and service
features,  ease of use, and reliability. Customer experience is a complex process of
understanding the  customers’ conscious and subconscious perceptions of their relationship
with the organization  from all their interactions. Nowadays, customer experience has
become a critical differentiator in  this competitive, global marketplace. 
Good customer experience management can improve customer loyalty, strengthen brand 
preference, boost revenue, and lower costs (Espana, 2006). Customer satisfaction is a result
of the  customers’ experience, often measured as a degree of “happiness”. It can be defined
as a customer’  state of mind in which their needs and expectations have been met or
exceeded with a product or  a service. It is described as the link between perceived quality
and post-purchase evaluations.  Customer satisfaction can result in a subsequent repurchase
and prolong loyalty (Yi, 1991). 

2.2.2 Perception of customer satisfaction in the Hotel Industry 

The hotel industry is often criticized for being slow to implement the latest staff training in 
guestrooms as opposed to overall operations (Siguaw et al., 2000). In order to change this 
perception, an industry forum of staff training started in 2006 the "In-Room Training
Workgroup"  aimed at developing the guestroom of the future, GUESTROOM 20X (Barnes
et al., 2012).  

According to a recent study in Hospitality Training (2013), hoteliers faced a big challenge:
the  need to meet customers' higher demands combined with lack of sufficient budgetary
resources to  implement new staff training. Another challenge for hotel operators is the
rapidly changing  training that causes shorter life cycles (Horner, 2013). Based on the
novelty theory, hotel guests  might initially have a strong interest in using new staff training
is purely out of curiosity  (Hirschman, 1980); however, the novelty effect decreases as
guests become competent in using  the new staff training (Beldona & Cobanoglu, 2007).
Nevertheless, to meet the guests’ growing  interest in having training in their rooms, hotel
companies started to implement training amenities  faster in order to meet customer needs
and also to be competitive (Barnes et al., 2012). Therefore,  it is crucial for hoteliers to
invest in the proper training, turning the challenges into opportunities  and gain a
competitive advantage. 

2.2.3 Staff training Amenities and Guest Experience/Satisfaction 

It has been stated that staff training is a critical determinant for hotel customer satisfaction
(Singh  & Kasavana, 2005) and for hotel selection (Cobanoglu, 2001). According to a
related study,  training can enhance guest experience and is a substantial factor impacting
guest satisfaction. This  study found three significant variables: in-room training (Voice
over Internet Protocol (VoIP)  telephone services, Pay-Per-View (PPV) movies, voicemail,
game systems and universal battery  charges), business essentials (business center services,
express check-in/check-out, in-room  telephone, alarm clock, and easily accessible
electronic outlets) and Internet access. However, the 

22 
variable comfort technologies (in-room electronic safe, guest control panel, in-room PC,
mobile  access to hotel website, electronic lock, and flat screen HDTV) is the only category
that has no  impact on hotel guest satisfaction (Cobanoglu, Berezina, Kasavana, & Erdem,
2011). Hotel  companies tend to have more available resources for monitoring the guest
experience because of  the clear emphasis on experience and satisfaction customers have
when selecting a hotel  (Whitford, 1998). 

2.2.4 Guest Empowerment Training  

Guest Empowerment Training (GET) is self-service training specifically designed to give
hotel  guests more personal control over their stay without direct intervention from hotel
employees.  Some examples of GET are in-room check-out systems, check-in and check-out
kiosks in the  lobby, in-room entertainment systems, mobile applications, online
reservations systems and 
others. (Erdem, et al., 2009). According to Van Hoof, Verbeeten, & Combrink, 1996, GET
aims  to enhance the guest experience with more comfort while saving on labor costs and
facilitate hotel  operations. For example, the installment of check-in kiosks reduced the
amount of labour required  for reservation activities, so the staff had more available time for
additional tasks in order to  increase their level of customer service and consequently
enhance guest satisfaction (Erdem, et al.,  2009). However, a related study shows that one of
the five attributes with the lowest overall  satisfaction was self-check-in (Usta, Cobanoglu,
Berezina, 2011). Nevertheless, a recent study of  106 respondents shows that about 80% of
the guests would prefer to use self-check-in methods  such as kiosks, online or other rather
than go to the front desk. Guests prefer to replace long waiting  lines with convenient and
less time-consuming technology facilities (Bhangu, 2013). Another  related study at the
Cornell University Center for Hospitality Research found that one of the guests’  favorite
technology applications was the self-check-out service (Verma, Victorino, Karniouchina,  &
Feickert, 2007). The result of using the GET is not only a reduction of labor costs but also
the  increase of customer satisfaction. Therefore, the hotel managers should consider using
them to  have a competitive advantage and to meet customer expectations as guests will
expect to find GET  in their rooms (Erdem et al., 2009). 

2.3 Training  
Training is the systematic modification of behavior through learning which occurs as a
result of  education, instruction, development and planned experience A planned process to
modify attitude  knowledge or skill behavior through learning experience to achieve
performance in an activity or  range of activities its purpose on the work situation is to
develop the abilities of the individual and  to satisfy the current and future manpower needs
of the organization (Armstrong 1999). While  Armstrong’s definition is concise, the
definition given by the manpower services commission  gives a better insight to training by
not only explaining what training is but also giving the reason  for training practices to be
implemented. Sometime there is confusion between the terms education  and training
because there is a degree of interrelationship. This relationship can be best understood  by
considering education as dealing with the imparting of knowledge whereas training is
directed 
23 
towards changing-of behavior and attitude. Training is really essential for the efficient
functioning  of organizations; due to the fact that through this process the workforce
becomes more skillful and  more productive which in turn in beneficial for every
organizations. In the different organization  whether it is small or big it need human
resources to conduct its daily activities. Small organization  can be run by small number of
manpower while large organizations need larger number of  manpower for smooth
operation. In any organization human resources is the key element needed  to establish the
business. Existing companies in the world has started to learn and educate and fit  right into
existing social settings and transform from traditional to changing and learning 
organization. 

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 development training program plays a very important role. 

The term ‘training’ indicates the process involved in improving the aptitudes, 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.  

In the real world, organizational growth and development is affected by a number of factors.
In  light with the present research during the development of organizations, employee
training plays  a vital role in improving performance as well as increasing productivity. This
in turn leads to  placing organizations in the better positions to face competition and stay at
the top. This therefore  implies an existence of a significant difference between the
organizations that train their employees  and organizations that do not. Existing literature
presents evidence of an existence of obvious  effects of training and development on
employee performance. Some studies have proceeded by  looking at performance in terms
of employee performance in particular (Purcell, Kinnie &  Hutchinson 2003; Harrison 2000)
while others have extended to a general outlook of  organizational performance (Guest
1997; Swart et al. 2005). In one way or another, the two are  related in the sense that
employee performance is a function of organizational performance since  employee
performance influences general organizational performance. In relation to the above, 
Wright & Geroy (2001) note that employee competencies change through effective training 
programs. It therefore not only improves the overall performance of the employees to
effectively  perform their current jobs but also enhances the knowledge, skills an attitude of
the workers  necessary for the future job, thus contributing to superior organizational
performance. 

2.4 Training cycle:  

Training needs can arise in a number of ways Training cycle:

24 

Training needs can  

arise in a number of  
 ways 

Stage 5 

Evaluation of training  
solution 

Stage 4 

Application of training in  

the court environment 

Stage 1 - Identification of training needs 

Stage 1 

Identification of  
Training needs 

 Stage 2 

 Design of  
training solution 

Stage 3 
 Delivery of training  
solution 

This initial stage of the training cycle addresses finding out if there is, or identifying
training  needs. If a need is identified, it is at this stage that who needs trained (target
audience), in what  and how you will know the training has had the intended impact success
criteria of the training  should be identified. This stage will help those who identify training
needs to consider why the  training is required and its expected outcome and impact. How
you will measure if the training has  met the original need i.e. brought about intended
change in behavior, performance etc.  

Stage 2 - Design of training solutions 

This stage covers planning, design and development of magistrate training. It aims to
ensure that  a systematic and consistent approach is adopted for all training solutions.
Training solutions cover  face to face training and open and flexible learning including e-
learning.  

25 
Stage 3 - Delivery of training solutions 

This stage of the training cycle ensures that the delivery of the training is effective and
provides  opportunities for the learners to learn. This will involve choosing the most
appropriate format for  meeting training needs, and taking advantage of different training
methods.  

Stage 4 - Application of training in the court environment  

This stage of the training cycle is concerned with ensuring that all learning outcomes are
applied  and reinforced in practice within the court environment. This stage will help those
who monitor  the development of individual learners and review their progress.  

Stage 5 - Evaluation of training solutions 

This stage of the training cycle deals with the collection, analysis and presentation of
information  to establish the improvement in performance that results from this. This stage
will help those who  evaluate learning programs, or who respond to developments in
learning, or plan and introduce  improvements in learning interventions.  
2.5 Staff training in hotel industry 
Now days in every hospitality business, it is all about competence in employee, and
especially the  employee’s qualities. Quality of service depends on the qualities of
employees. The qualities are  about knowledge, skills and thoughts which lead to a hotel’s
survival and development. Training  is essential in many ways which increases productivity
while employees are armed with  professional knowledge, experienced skills and valid
thoughts; staff training also motivates and  inspires workers by providing employees all
needed information in work as well as help them to  recognize how important their jobs are.
Training and development can be seen as a key instrument  in the implementation of HRM
practices and policies. (Nickson, 2007) “Successful hotels always  include staff training as
their important development strategy”.  

2.5.1The importance of staff training  

Staff training is a significant part as well as the key function of Human Resource
Management and  Development; it is the crucial path of motivating employees and
increasing productivity in the  business. With the development of the technologies and the
whole business environment,  employees are requested to be more skilled and qualified,
even if you are a good employee today,  you could be out of the line some other day if you
do not keeps studying. A company needs  organised staff training if wants to be competitive
among others. Staff training is the key task to  help everyone in the company to be more
united. An enterprise could hire experienced employees 

26 
or train employees to be skilled. When the company trains their own staff, by providing and 
forming a harmonious atmosphere, accurate work specification and the passion of work,
team spirit  will be built between employees and management team within the
process.Training of work tasks  is one of the main aspects of staff training, including
principles at work, professional knowledge  and skills, by offering employees these
essentials, staff training helps personal abilities match with  business requirements. Training
could be enormously demanding and should be in-depth; lack of  training or poor training
brings out high employee turnover and the delivery of substandard  products and services.
(Frye, Colleen. (2000, May)  

2.5.2 Increases job satisfaction and recognition  

During the training, employees will be introduced what is the work is about, how to do,
what kind  of role does the job play in the whole business, it helps them to understand their
work better and  also love what they do by understanding the work.  

2.5.3 Encourages self-development and self-confidence  

After systemized training, employees will understand what important role their jobs play,
and with  the information, knowledge and experiences obtained during the training, they
will be more  confident with their work, so that better services will be provided.  

2.5.4Moves employee closer to personal goals  

Employees gained not only professional knowledge and skills during training, training also
broads  their choices on setting career targets. They can get the opportunity to get to know
other positions,  increases the possibilities of promotions in the meantime.  

2.5.5 Helps the employee become an effective problem solver  

Practical experience can be taught and guided in the training; employees will learn the
methods of  solving problem or complaints during training.  

2.5.6 Allows the employee to become productive more quickly  

By training, employees get familiar with their work tasks, advanced knowledge and
techniques  which improve their capabilities, increases productivity.  

2.5.7 Training Methods  

Many training techniques are created almost every year in by the rapid development in
technology.  Deciding among methods usually depends on the type of training intended, the
trainees selected,  the objectives of the training program and the training method. Training is
a situational process  that is why no single method is right for every situation. While some
objectives could be easily  achieved through one method, other objectives could necessitate
other methods. Many training  programs have learning objective in more than one area.
When the hotel do, they need to combine 

27 
several training methods into an integrated whole. Training methods could be classified as 
cognitive and behavioral approaches. Cognitive methods provide verbal or written
information,  demonstrate relationships among concepts, or provide the rules for how to do
something. These  types of methods can also be called as off the-job training methods. On
the other hand, behavioral  methods allow trainee to practice behavior in real or simulated
fashion. They stimulate learning  through behavior which is best for skill development and
attitude change. These methods can be  called as on-the-job training methods. Thus; either
behavioral or cognitive learning methods can  effectively be used to change attitudes,
though they do so through different means. Cognitive  methods are best for knowledge
development and behavioral methods for skills . The decision  about what approach to take
to training depends on several factors that include the amount of  funding available for
training, specificity and complexity of the knowledge and skills needed,  timeliness of
training needed, and the capacity and motivation of the learner. To be effective,  training
method should; motivate the trainee to improve his or her performance, clearly  demonstrate
desired skills, provide an opportunity for active participation the trainee, provide an 
opportunity to practice, provide timely feedback on the trainee’s performance, provide
some  means for reinforcement while the trainee learns, be structured from simple to
complex tasks, be  adaptable to specific problems, encourage positive transfer from training
to the job.  

2.5.8 Off-the-job training methods:  

Training which takes place in environment other than actual workplace is called off-the -
job  training. Off-the-job training is usually designed to meet the shared learning needs of a
group  rather than a particular individual’s needs. Lectures, computer-based training, games
and  simulations are the common forms of off-the-job training methods. These type of
training are also  held in cafeteria and out of the surrounding of the hotel.  

2.5.9 On-the-job training methods  

The purpose of the on-the-job training session in is to provide employee with task-specific 
knowledge and skills in work area. The knowledge and skills presented during on-the job
are  directly related to job requirements. Job instruction technique, job rotation, coaching
and  apprenticeship training are the common forms of on-the job training methods. Job
Instruction  Training is a structured approach to training, which requires trainees to proceed
through a series  of steps in sequential pattern. 

2.5.10 Effectiveness of training  

Since Four Points by Bella Villa have started investing in training, evaluation became an
essential  part of the process. It seems vital for a business to evaluate its training efforts.
According to 

28 
Generalmanager (Michael Li) can have numerous benefits through the evaluation of
training  effectiveness. For instance, it can be used as a diagnostic method in order to meet
certain goals  and objectives. Measuring the training effectiveness should be an important
asset for the  organizations.  
 CHAPTER: THREE

29 
 Research Methodology 

3.1 Research Design 

The researcher worked on quantitative and qualitative research design. The researcher has
gather  all sort of useful data for the thesis and work on the evaluation, verification and
synthesis of  evidence in order to establish accurate data. However, it was also explorative
when the research  lacks the clear idea of the problem which were occurred during the
study. 

3.2 Research Site 

This study was conducted in Four Points by Bella Villa, pattaya. As the topic of this study
describes  the impact of staff training on guest satisfaction inFour Points by Bella Villa.
Researcher found  this site suitable for study. The selected area was easily accessible and
reachable for the researcher. 

3.3 Universe and Sampling 

For this study purpose, all the people who visit Four Points by Bella Villa are considered as
a  sample of the researcher have taken the sample of 50 employees and 10 Guest. 

3.4 Nature and Source of Data 

The data collected for the research was quantitative as well as qualitative in nature. The
research  study includes the use of primary and secondary sources of data. Primary sources
were the raw  data collected through questionnaires and interviews whereas secondary
sources were the data  which were collected from other sources like books, reports, articles
and journals. 
3.4.1 Primary Sources

30 
The primary data for this research was collected by the researcher using questionnaire. The 
questionnaire also has included some open-ended questions. The primary data was collected
with  the help of interview. 

3.4.2 Secondary Sources 

The secondary data was collected from the various articles, journals, books, reports etc. 

3.5 Data Collection Method 

Unstructured questionnaire was used to collect data. The purpose of the study was explained
to the  respondents. The respondents were assured of confidentiality of the information
given by them.  Data were collected through use of a printed questionnaire. In order to
achieve better results and  following the recommendations of previous studies, both
qualitative and quantitative data will be  collected. First, an analysis of website content was
made in order to know which technological  amenities are present in theFour Points by Bella
Villa. Other research about the latest and future  technology for hotels was carried out prior
to designing the guest questionnaires as well as the  hotels website and interview with hotel
managers. 

3.5.1 Qualitative Research 

Qualitative research was conducted to gain an understanding of the current technological

amenities  in hotels as well as the future trends and the managers’ perception of the
importance of  technologies for hotel guests. This study has explored the hotel because they
already have  sophisticated technology and also because the owners of these hotels were
looking for new  technology so as to be competitive in this ever-changing world. To obtain
this information an  analysis of website content and interviews with hotel managers ofFour
Points by Bella Villa has  been made. The interview was mostly open-ended questions but
also contains some closed-ended  questions.
 31 
3.5.1.1 Interview 

The outline of the interviews was made before the customer questionnaire in order to
understand  which technology hotels were planning to implement in the future and which
recently became  mainstream. Thus, these technologies were introduced in the customer
survey to obtain guest  feedback about them. The other main reason for conducting
interviews was, as the previous studies  from the literature review suggest, the importance of
obtaining the view of both customers and  managers in order to provide a more
comprehensive understanding of the study (Barker, et al.,  2003). Therefore, the interviews
aimed to answer the following issues: to better understand the  technologies that customers
give more value to in a hotel, the impact of them in the customer  experience and in the
guest satisfaction. One of hotel managers’ main goals was to keep their  customers satisfied
and identifying what generates that satisfaction. They were the persons with  better
perceptions about their personalities, customs, likes and dislikes. 

3.5.2 Quantitative Research 

The following were the parts of the quantitative research that has helped in the collection of
valid  data which are as follows: 

3.5.2.1 Questionnaire Design 

After a review of the literature and using all the information gathered from website research
and  interviews with hotel managers the questionnaire for hotel guests was concluded. The
survey starts  with a cover letter explaining the study and was followed with a question that
automatically  excludes participants who did not belonged to the target audience. The
questionnaire included  demographic characteristics, allowing the respondents to be
analyzed in different categories: age,  gender, marital status, nationality and current
employment status and also focused on the last hotel  stay of the guest in Four Points by
Bella Villa and the reason for their choice, the purpose of their  travel and with whom they
traveled. It also asked guests for their opinion regarding the importance  and satisfaction
with technologies in their last stay.  

3.5.2.2 Pre-test and field the work

 32 
The purpose of this was aimed at improving it in the areas of duration, greater clarity and 
objectivity of the questions, instructions for evaluation and consideration of the overall 
questionnaire as well as any comments and suggestions that were offered. After the pre-test,
some  adjustments were made based on the recommendations of the respondents. The
questionnaire  distribution was made in person (in the restaurant, in Spa, in Lobby etc.) 

3.5.2.3 Sample Design 

Both leisure and business travelers were respondents for the study. The target population
was  defined as guests that have already attended one or guest of past 12 months inFour
Points by Bella  Villaand who more than 17 years old were. The invalid questionnaires and
those that contained  errors or were incomplete are removed. 

3.6 Data Analysis Process 

The collected data has been analyzed according to the objective of the study. Analysis of
the  collected data were done both manually as well as through the help of Microsoft word.
The  researcher had tried to correct the data using both descriptive as well as qualitative
research data.  

3.7 Ethical Consideration 

The research was also considered the ethical norms value of the research. The research has 
maintained the limit of his ethical issue related with the research. During the field study and 
research report preparation period, many ethical issues arose. The researcher tried best to
avoid  the ethical sensitiveness and biasness. Many times words and languages were
modified due to  objection of respondents. The researcher used participatory method to
identify appropriate words  and then those words were used during the study period. The
ethical issues were handled  sensitively and carefully. Some of the sensitive data is kept
confidential to avoid certain ethical  issues. The researcher has not used the name of
participants during the data presentation process  and codes were given to participants
during the data analysis process.  

Also because of the Language barrier it was a little hard to get the actual answers from the 
respondents. Many respondents were hesitated and afraid to answer the questions about The
Hotel  because they work in same hotels and don’t wanted to comment about the same hotel.
So few 
 33 
names of the respondents are included in the report by taking their consent and other names
are  kept confidential to protect their privacy. But the situation was handled sensitively and
properly  by the researcher. 
 CHAPTER:FOUR
Data Presentation & Analysis 
An introduction relating to this research work was made in the first chapter, relevant
literature was  reviewed in the second chapter, and research methodology which was used to
analyze the data  gathered were mentioned in third chapter. Now, to achieve the objectives
which were set in  introduction chapter, the data are presented and analyzed in this fourth
chapter. The beginning  parts of different organs while this part was the central nervous
system which helps to provide  conclusion after detailed analysis and proper
recommendation were given. The objective of this  study was to find out whether the
customers were really satisfied or not with the Four Points by  Bella Villa. 

4.1 What are the demographic profiles of the hotel customers? 

Variable Category N %

Age group 18-25  3  15% 

26-34  10  50% 
35-54  5  25% 
55-64  2  10% 
65 or over 0 0%

Nationality  Thai  15  75% 

Foreigners 5 25%

Gender  Female  15  70% 

male 15 30%

Marital Status  Married  10  60% 

Single  5  25% 
Divorced  3  10% 
Widowed 2 5%

Employment Employed  11  55% 

Situation
Unemployed  5  25% 
Studying  1  5% 
Retired  1  5% 
 Studying and 2 10%
working

Table: 4.1.1 Sample Profile 

(Field survey 2018)

35 
The survey was completed by 20 respondents, out of total respondent 50% were male and
50%  were female. Categorized by age, 50% of respondents were between 26 and 34 years
old; about  25% ranged between 35 and 54 and 15% were between 18 and 25. There were a
few respondents  aged between 55 and 64 (10%) and there were no older than 65 years old
respondents. In regards  to respondents’ countries of origin, the vast majority of respondents
were Thai representing 75%  of the sample and 25 % were the other foreigners. In terms of
the marital status, 60% of the  respondents were Married and 25% were single. The
remaining part of the sample were divorced  (10%) and only 5% was widowed. By
employment status, the majority of respondents were  employed (55%), while only 25%
were unemployed and 5% retired. The remaining respondents  were studying (5%). Of those
who were studying, only 10% were studying and working at the  same time. 

4.2 What is the reason behind selecting the hotel, what is the purpose of their travel
and with  whom they traveling? 

Questions  N  %

Why did you choose this  Location  6  30% 

hotel?
Price/Quality  4  20% 
Recommendation  3  15% 
Technologies amenities  3  15% 
Websites reviews  2  10% 
Other 2 10%

Purpose of travel Leisure  8  40% 

Business/Work  7  35% 
Leisure & Business  3  15% 
Others 2 10%

Did you travel Alone  5  25% 

With friend  2  10% 
 As a couple  9  45% 
With family  3  15% 
With co-workers 1 5%

Selecting hotel, purpose of travel & traveling partner

Table:  4.2.1  

36 
(Field survey 2018) 

did you choose this hotel? Others 

Website  
reviews 
10% 

Technology  
amenities 
15% 

Recommendati on 
15% 
10%
Location 
30% 

Price/Quality 20% 

Figure: 4.2.1 Reason for choosing the hotel 

In regards to stay in Four Points by Points, the hotel choice can be explained by several
factors.  The majority of respondents stated that the location is one of the reasons (30%);
20% referred the  price/quality ratio, and 15% referred the recommendation also 15%
referred technological  amenities where websites reviewers (10%) and 10% referred other
sources.  

As a result, researcher found that the main reason for choosing the hotel for their stay is due
to  suitable location as the hotel is located near the pattaya beach and also near the walking
street,  pattaya. 
 Purpose of travel 

37 

10 
9 
8 
t 
7 

f 

6 
5 
4 
3 
2 
1 
0 
leisure business/work leisure&business others Purpose

Figure: 4.2.2 Purpose of travel 

When examining the purpose of the last stay, out of total respondent a vast majority of
respondents  (10) were leisure guests, while just 5 were traveling on business or work. A
small portion of the  sample (3) were traveling for more than one reason, stating that the
purpose of their last trip was  business but also leisure and 2 were traveling for other
purpose. From the above graph, it is  analyzed that most of the guest travel for leisure. 

Figure: Did you travel? 

38 

st

f
o

40% 

35% 

30% 

25% 

20% 

15% 

10% 

5% 

0% 

alone with friend as a couple with family with co workers 

Traveling Partner

Figure: 4.2.3 with whom guest travel with 

Out of total, 40% of the travelers said they traveled alone, 30% went with friends and 15%
as a  couple. The remaining part of the sample was traveling with family (10%) and only 5%
traveled  with coworkers. It means most of the guest travel alone and least of them travels
with their co workers for work purpose. 
4.3 How will you rate the staff training of Four Points by Bella Villa? 
Please rate the staff training below according to an importance  scale from 1 to N  Rating
10

HACCP   20  8.81 

Communication Training  20  8.22 
Personal hygiene  20  7.64 
Safety Training  20  7.43 
Quality Training 20 7.23

Skill Training  20  6.90 

Team Training  20  6.51 
First Aid  20  5.54 
Language Training 20 5.51

Table: 4.3.1 Satisfaction Analysis 

(Field survey 2018) 

39 
The five highest rated for staff training were: HACCP, Communication Training, Personal
hygiene  Safety Training, Quality Training. On the other hand, respondents considered Skill
Training Team  Training First Aid Language Training as the five least important staff
training to have a good  satisfaction level. 

4.4. Is Staff Training being capable for customer satisfaction and

what are its impact on them?
Satisfaction with Staff Training and their impact on guest experience

N  %

Are you satisfied with the  Staff Yes  17  85%

behaviour that you  found in your
hotel stay? No  3  15%
 Do you think that the  service Yes, but I would like to suggest some of  3  15%
standard in your  last hotel stay them to learn speak English for to have a 
had a  positive impact on your  better/different experience.
experience?
Yes, but I would like to add new  6  30%
technologies to have a better/different 
experience.

Yes, the available sources were enough  to 9  45%

provide me with a good experience. I 
would not change or add anything

No, I need new and more Uniqueness  1  5%

service; the available ones did not have a 
positive impact on my experience

Not at all, the available service standard  1  5%

had a negative impact on my experience, 
they were very outdated. I need new 
standard service.

40 
Table: 4.4.1 Satisfaction with Staff Training and their impact on guest
experience. (Field survey 2018) 

In general, almost all respondents (85%) were satisfied with the staff behavior that they
found in  their last hotel stay in Four Points by Bella Villa. Although 90% of respondents
reported that staff  had a positive impact on their experience, 45% stated that they would
like to have more standard  service or change some of them for new ones to have a
better/different experience. On the other  hand, 45% of the sample considered enough the
available staff service to have a good experience;  they would not change or add anything.
Finally, 5% of respondents stated that the available service  did not have a positive impact
on their experience; they reported the need for new and more  advanced technic for satisfy
the customer also 5% of respondents reported that the available service  standard had a
negative impact on their experience because they were old and not updated. This  part of the
sample also needed various different training to improve their experience. 
4.5 How would you rate your overall satisfaction with your recent guest experience at
Four  Points by Bella Villa? 
S.   Level of satisfaction  No. of respondents  Percentage
N

1.  Fully satisfied  8  40%

2.  Somehow satisfied  4  20%

3.  Neither satisfied nor dissatisfied  2  10%

4.  Somehow dissatisfied  2  10%

5.  Completely dissatisfied  4  20%

Grand Total  20  100

Table: 4.5.1 Level of satisfaction 

(Field Survey 2018) 

The above table represents the data regarding the satisfaction level of the customers or
guests who  stayed in Four Points by Bella Villa. Researcher had collected the data by
asking the question,  “How much is satisfaction level that you obtained by staying atFour
Points by Bella Villa.  Researcher had surveyed 20 guests and the actual data has been
presented below in the graphical  form.

41 

Percentage of Customer satisfaction 

Completely  

dissatisfied 
20%
Somehow  

dissatisfied 
10% 

Neither  
satisfied or  
dissatisfied 
10% 

Fully  
Satisfied 
40% 
Somehow satisfied 20% 

Figure: 4.5.1 Overall customer satisfaction 

Figure: 4.5.1 Overall customer satisfaction 

The above diagram is the graphical representation of the data collected related to the level
of  customer satisfaction at Four Points by Bella Villa. The survey showed that 40% of the
guests are  highly satisfied with the hotel. Similarly, 20% of the guests are somehow
satisfied with the  technological amenities provided by the hotel, 10% of the guest are
neither satisfied or dissatisfied  where also 10% of the guest are somehow dissatisfied and
rest of the guest i.e. 20% are completely  dissatisfied. According to above graph out of total
respondent most of them are satisfied. 

4.6 How beneficial is staff training in the present context of Four Points by Bella Villa? 
S.   Measurement Level  No. of respondent  % of respondent
N

1.  Very much  12  60%

42 
2.  Average  5  25%

3.  Somehow  3  15%

Total  20  100%

Table: 4.6.1 Measuring the benefit of Staff training 

(Field Survey 2018) 
 The above table represents the data regarding the beneficial of the service standard for
guests who  stayed inFour Points by Bella Villa. Researcher collected the data by asking the
question, “How  much beneficial is service standard that you obtained by staying aFour
Points by Bella Villa”.  Researcher surveyed 20 guests and the actual data has been
presented below in the graphical form. 

12 

st

10 
8 
6 
4 
2 
0 

Very much Average Somehow Level of benefit

 Figure: 4.6.1 Measuring how beneficial is service standard 

The above diagram is the graphical representation of the data collected related to the level
of  customer satisfaction at Four Points by Bella Villa. The survey showed that out of total
respondent,  12 guests founds service standard very much beneficial. Similarly, 5 of the
guests receive average  beneficial from staff training provided by the hotel and rest 3 of the
guest feel somehow beneficial  from the service standard. 

4.7 How satisfied were you with the services provided by Staff training Four Points by
Bella  Villa? 

43 
S. Satisfaction level  No. of  % of 
N  respondents respondents

1.  Fully satisfied  9  45%

2.  Somehow satisfied  4  20%

3.  Neither satisfied or dissatisfied  3  15%

4.  Somehow satisfied  2  10%

5.  Fully dissatisfied  2  10%

Total  20  100%

Table: 4.7.1 Customer satisfaction provided by staff training used in F&B

service (Field Survey 2017) 

The above table represents the data regarding the satisfaction using staff training provide by
F&B  service ofFour Points by Bella Villa. Researcher collected the data by asking the
question, “How  much satisfied are you with service provided by F&B service inFour Points
by Bella Villa”.  Researcher surveyed 20 guests and the actual data has been presented
below in the graphical form. 
Percentage of Customer Satisfaction

44 

Somehow  dissatisfied 10% 

Neither  
satisfied or  dissatisfied 15% 
Fully  

dissatisfied 10%
 Fully satisfied 45% 

Somehow  
satisfied 
20% 

Figure: 4.7.1 Customer satisfaction provided by Four Points by Bella Villa 

The above diagram is the graphical representation of the data collected related to the level
of  customer satisfaction provided by front office in Four Points by Bella Villa. The survey
showed  that out of total respondent, 45% guests were been fully satisfied, 20% of the guest
are somehow  satisfied, 15% are neither satisfied or dissatisfied, 10% of them are somehow
dissatisfied as they  somehow don’t feel satisfied and also 10% of the guest are fully
dissatisfied as they totally didn’t  like existing technology provided by front office inFour
Points by Bella Villa. In overall it is  analyzed that most of the customer are satisfied with
the existing technology provided by front  office of Four Points by Bella Villa. 
Table 4.8 Nationality of the guest 

45 
Nationality  Chinese  Indian  Russian  German

No of guests  4  3  2  1

Fig 4.8: Nationality of the guest 

Nationality of Guest
4.5 
4 
3.5 
3 
2.5 
2 
1.5 
1 
0.5 
0 
Chinese Indian Russian Nepali 

Source: Field survey, 2018 

Among the 20 respondents 10 respondents were guest and 10 respondents were employees.
Among  the 10 guest 4 were Chinese guest and 3 were Indian, 2 were Russian & 1 was
Nepali guest. And  among the employees 80% arethai employees,20% are indian ,philipines
and combodian. 

Table 4.9Gender 
Gender  Frequency  Percentage

Female  42  70%

male  18  30%

 Total  60  100%

Source: Field survey, 2018 

46 
The total number of respondents that the researcher has selected for the survey was 60
which  include both male and female from guest and employees. 

By calculating the given data of the gender distribution of the respondents, 70% respondents
are  female and only 30 respondents are male. The calculation can be shown in above bar
graph. 

This data shows that there is no equal number of male and female employees, rather there is
high  number of female employee as compared to male employee, which is less in number.
It was done  to know the identification of guest and their opinion. Both male and female
guest were open  towards their opinion about the hotel. 

Age Group
60.00% 

50.00% 
40.00% 
30.00% 

20.00% 
10.00% 
 0.00% 
15-25 25-35 35-45 45 and above 

Figure: 4.9.1 Age group of respondents 

Field survey, 2018 

The age of guest was asked in the survey questionnaire. This question was asked to find out
age  variation among the guest and employees of Four Points by Bella Villa. 

The figure above shows the age variation among the guest. 

According to the data presented, the highest number of employee’s age is 40% from age
group 20- 30 as well as above 30, whereas from age group below 20 are 20%. The age of
the guest was asked  in the survey questionnaire. This question was asked so as to find the
age variation among the  guests and employees ofFour Points by Bella Villa. The researcher
have observed that almost every  age group of the guest comes to this place. It is the normal
that different age groups act differently.  

47 
Normally, elders like more comfort and well arrangements; though the cost is a little higher
in the  hotel they want good service, whereas the younger generation wants more attention
towards the  facilities and service provided. 

4.10 The Customer Service Skills Training given to staff in Four Points by Bella Villa 

1. Patience: Generally, those who work in hospitality they need to be sure to work with
patience.  So, Realising the concept of patient Four Points by Bella Villahas special patient
training because  while dealing with guest the guest may be rude at that time or if the
pressure from guest, at that  time patient is really important to keep.  

2.Clear Communication Skills : Today, the main problem with Four Points by Bella Villa
the  clear communication because when researcher survey people from different nationality
are  working there even they are no educated at all, being the different nationality their voice
and tone  differs so it hampers when they talk with the European and English Guest. So
realizing this issue  the training programs in conducted against clear communication.  

3.Knowledge of the Product : The product knowledge is important , most of the staff they
are  poor in product knowledge, where any situation can make them down , possible when
guest ask  for the usual question like , the what type of wine do you have and from which
country , so this  make sense of dominant . So product knowledge is important.  
4.Ability to Use "Positive Language” : Most of the staff is from different nationality so
they are  not so much good in vocabulary to use positive language while they are inferno of
guest, realizing  the problem by manager the manager has intended to make sure this skill
should be given to the  staff has spoken.  

5. ActingSkills: These skills are very important to the staff inFour Points by Bella Villa.
Staff  normally, don’t know what is acting skills means, these skills are important while we
have to make  some guest happy when they are sad, whether you have to lie to them or make
them believe you  just like telling a untrue story which they never heard.  

6. Time Management Skills: Despite my many research-backed rants on why you should
spend  more time with customers, the bottom line is that there is a limit, and you need to be
concerned  with getting customers what they want in an efficient manner. The trick here is
that this should  also be applied when realizing when you simply cannot help a customer. If
you don't know the  solution to a problem, the best kind of support member will get a
customer over to someone who  does. 

48 
7. Ability to "Read"Customers: The vital topic of staff should be the ability to read the
customer  every manager has realize this as the important training of staff is consider.
Generally, the staff are  so much of lazy in Four Points by Bella Villathat they just go and
serve and return to the station  they actually don’t try to read the customer either if they
want something more or less.so this is  consider as main problem of staff. 
 49 
CHAPTER: FIVE 
Summary, Conclusion & Recommendation 

5.1 Summary 
Customer Satisfaction can be defined as the state where the staff training provided by the
firm  meets the customers demand and customers wants to involve in that firm or
organization again and  again by staff training. As the full research was on the basis of
customer satisfaction through staff  training provided by Four Points by Bella villa, research
had begun with the exploration of staff  training used by hotel for guest service and after
that reviews from the customers were been  collected. 

In researching customer satisfaction, researcher generally asked customers whether staff

service  has meet or exceeded expectations. Thus, expectations were a key factor behind
satisfaction. When  customers had high expectations and the reality falls short, they will be
disappointed and will likely  rate their experience as less than satisfying.  

For the completion of survey report, researcher had surveyed with guests visiting Four
Points by  Bella Villa. Survey was done via informal interview and set of questionnaires
distributed to various  guests visiting the Four Points by Bella Villa. 

Finally, it was found that the guests in Four Points by Bella Villaare satisfied with its
available  staff service. This project report was conducted to analyze the actual level of
customer satisfaction  of those guests staying in Four Points by Bella Villa. This Report is
completely based on the actual  survey conducted during data collection process. The data
has been presented in tabular form along  with graphical representation. 

After completion of the research, it can be assumed that Four Points by Bella Villais the
strong  contender on today’s hotel industry. With the staff training being offered to the staff
it has been  one of the best services for guest to stay and relax. It can be summarized that the
most of the guest  visiting Four Points by Bella Villa are highly satisfied. 

The finding of this study was recommended to help hotel managers understand the impact
of  different staff training on customer satisfaction which gives guest new experience,
providing  guidance for hoteliers which gives new and best service to guests which wanted
to have in a hotel  stay. Therefore, if hoteliers decided to follow the advice of this study they
can achieve greater  differentiation by offering the most important new training for staff to
enhancing their experience  and attracting new customers resulting increase in revenues.

50 
5.2 Conclusion 
By analyzing the data and figures presented above, Four Points by Bella Villais fully
followed by  customer satisfaction. From the survey it was found that the existing staff
training like  HACCP(Hazard analysis and critical control points,),communication
Training ,personal hygiene,  safety Training , Quality Training , skill Training , Team
training , First Aid and language Training  were the training given byFour Points by Bella
Villa which were properly explored and customer  was satisfied by those existing services. 

According to survey it was analyzed that about 60% of the total guest were been satisfied as
most  of the guests service found given to guest like communication skill, hygiene maintain
of  operational area, safety measures and maintain quality of all service in Four Points by
Bella  Villawas excellent but the rest 40% of the guest were little dissatisfied with the
service provided  from training like team work, knowledge about first aid and language
skill. By the help of the  survey researcher came to know that guests were being satisfy
which they were provided with and  also, they found it easy and essential to operate.  

From above points it can be concluded that the Four Points by Bella Villawas really
focusing on  Customer Satisfaction and its importance to the hotels business ultimately. But
the guest found  that some of the services were really annoying and unacceptable. Except
these few complaints the  guest found everything almost perfect. 

At last,Four Points by Bella Villa has been successful to maintain the high level of
customer  satisfaction.

51 
5.3 Recommendation 
After making the analysis from the data and figures presented and the views received from
the  surveyed customers, various recommendations can be presented. Even thoughFour
Points by Bella  villa has been able to satisfy most of the customers this resort should
emphasize a little bit in  bringing more new training to provide guest. 

Four Points by Bella Villacomprises of one of the best staff training available for guest
service but  guests felt that they were needed new more service for satisfaction . Some of the
guest felt hotel  staff language should have to be improved and have ability to spoke fluent
and clearly different  nation language.  

As per guest the hotel should try to improve and improvise efficiency of the standard service
which  is provided by staff training. 

So, these were some of the recommendations researcher felt that should be considered
byFour  Points by Bella villa and these recommendations were based on the result drawn out
from the  survey made regarding the “Training as a Means to Enhance Customer
Satisfaction”.

52 
Reference 
Pizam A. (1994). Monitoring customer satisfaction, in: Davis, B., Lockwood, A. (eds.),
Food  and Beverage Management: A Selection of Readings, Butterworth-Heinemann,
London  11(7):326-339 

Decker, P., and Naten B. Behaviour Modeling Training, (1985). Behaviour Modelling: Its 
Record and Potential in Training and Development : Pages 117-125 

Anderson et al. 1994. Customer Satisfaction, Market Share, and Profitability: Findings  from
Sweden Eugene W. Anderson, Claes Fornell and Donald R. Lehmann Journal of Marketing 
Vol. 58, No. 3 (Jul., 1994), pp. 53-66  

International Technology Education Association (ITEA/ITEEA). 2000/2002/2007.

Standards  for technological literacy: Content for the study of technology. Reston, VA:
Author.Retrieved  from: http://www.iteea.org/Resources/PressRoom/STEMDefinition .pdf,
p. 7 (Accessed in 11-07- 2014) 

Espana, J. 2006. Customer Experience: It's More Than Customer Satisfaction, Customer
Service  Manage. UK. Retrieved from: http://ezinearticles.com/? expert=Joe Espana
(Accessed in 20-07- 2013) 

Pigors, P. and Pigors F., (1987). The Case Method, in Training and Development Handbook). 

Barsky, J.D. (1992). Customer Satisfaction in the Hotel Industry: Meaning and
Measurement.  Hospitality Research Journal, 16(1): 51-73. 

(Kotler, Bowen, & Makens, 2003: The issue of service quality has received a lot of attention
in  the hospitality industry (Kotler, Bowen, & Makens, 2003; Jones, & Haven-Tang, 2005 

Kainuma Y, Amano D (2016) A Customer Satisfaction Based Approach for New Product 
Development Method. Arabian J Bus Manag Review 6:238 

(Camisón, 2000; Cobanoglu, Corbachi & Ryan, 2001; Collins & Cobanoglu, 2008, David et
al.,  1996; Siguaw & Enz, 1999; Van Hoof, Verteeten, & Combrink 1996). 

Barnes, E. A. (2013), Revisiting the evidence linking Arctic amplification to extreme

weather  in midlatitudes, Geophys. Res. Lett., 40, 4728–4733, doi:10.1002/grl.50880.

53 
Cobanoglu, C., Berezina, K., Kasavana, M. L., & Erdem, M. 2011. The impact of staff
training  on hotel guest overall satisfaction. Journal of Quality Assurance in Hospitality and
Tourism, 12(4):  272-288 

Cobanoglu, C., Corbachi, K., & Ryan, B. 2001. A comparative study: The impact of
technology  in lodging properties in the United States and Turkey. International Journal of
Hospitality, 2(1):  23-40 

Beldona, S., & Cobanoglu, C. 2007. Importance-performance analysis of guest service in

the  lodging industry. Cornell Quarterly, 48(3): 299-312
 54 
Appendices 
Survey Questionnaire 

For 

Training as a Means to Enhance Customer Satisfaction 

Hello, My name is Anish pokharel. I’m Bachelor Degree Candidate in Bachelor in Hotel 
Management (BHM). I’m conducting a research Training as a Means to Enhance Customer 
Satisfaction in Four Points by Bella villa ,pattaya. I humbly request you to fill of this
questionnaire  to complete my research work. The following questioner is for the purpose of
research on  Academic Thesis. This questionnaire will not unveil your identity, so please
give the opinions truly  and freely.  

Thank you for contributing your precious time and your help. 

1. Gender  
Male Female 

2. Age 
15-25 25-35 35-45 45 and Above 

3. Nationality 

……………………………………………………………………………………… 

4. Purpose of your stay in Four Points by Bella villa ? 

………………………………………………………………………………………………
……… ……………………………………………………………………… 

5. How you find the overall technology provided for customer satisfaction in your recent stayin 
Four Points by Bella villa ? 
Fully satisfied

55 
 Somehow satisfied 
Neither satisfied or dissatisfied 
Somehow dissatisfied 
Completely dissatisfied 
6. How satisfied were you with the in-room technology you used in your recent stay inFour
Points  by Bella villa ? 
Fully satisfied 
Somehow satisfied 
Neither satisfied or dissatisfied 
Somehow dissatisfied 
Completely dissatisfied 

7. How satisfied were you with the services provided by technology used in front office inFour 
Points by Bella villa? 
Fully satisfied 
Somehow satisfied 
Neither satisfied or dissatisfied 
Somehow dissatisfied 
Completely dissatisfied 

8. Are staff training which are used are necessary for hotel industry? 
Very Often 
Often 
Sometimes 
Rarely

56 
Never 

9. How beneficial is staff training in the present context ofFour Points by Bella
villa?  Very much 
Average 
Somehow  
10. Is staff training being capable for customer satisfaction? 
Yes No 

11. How often staff training are usable during necessary time? 
Very often 
Often 
Sometimes 
Rarely 
Never 

12. How will you rate the guest service ofFour Points by Bella villa ? 

Excellent Very poor  1 2 3 4 5 6 7 8 9 10  

13. In opinion what type of guest service should be introduced byFour Points by Bella villa ?

57 
………………………………………………………………………………………………
………
………………………………………………………………………………………………
……… ……………………………………………………… 

14. Do you face any problem during your stay? 

Yes No 

15. How effective has the solution been satisfying for the customers? 
Very good 
Good 
Neither good nor bad 
Fair 
Poor  
16. How would you rate your overall satisfaction with your recent guest experience atFour
Points  by Bella villa ? 
Fully satisfied 
Somehow satisfied 
Neither satisfied or dissatisfied 
Somehow dissatisfied 
Completely dissatisfied 

17. How likely are you to recommend this Four Points by Bella villato friends and associates? 
Very Likely  
Very Likely  
Somehow Likely  
Neutral 
Somehow Unlikely 
Very Unlikely

58 
59