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 Genting Highland Resort , Berhad , Malaysia and the level
of customer satisfaction. In order to know about customer satisfaction, researcher choose this
topic “Training as a Means to Enhance Importance of Customer Satisfaction”. 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 success.(Abraham Pizam and Taylor Ellis,
“Customer satisfaction and its measurement in hospitality enterprises’’ , 1999).

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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.

This research aims to discover the actual level of customer satisfaction of Genting Highland
Resort , Malaysia from 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

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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.

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

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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 of Genting Highland Resort Berhad . Malaysia.

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 Genting Highland Resort.

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:

Genting Highland Resort, Berhad, Malaysia

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 on Genting Highland Resort, Berhad, Malaysia.

1.6 Operational Definition

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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 Training:
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.

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.

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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.

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 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 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 Genting Highland Resort, Berhad, Malaysia
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).

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2.2.1 Customer Experience vs. Customer Satisfaction
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
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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 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).

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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 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

12
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:

Training needs can

arise in a number of
ways Stage 1

Identification of
Training needs

Stage 5 Stage 2

Evaluation of training Design of

solution training solution

Stage 4 Stage 3

Application of training in Delivery of training

the court environment solution

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Stage 1 - Identification of training needs

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.

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

14
instrument in the implementation of HRM practices and policies. (Nickson, 2007) “Successful
hotels always include staff training as their important development strategy”.

2.5.1 The 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 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.

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2.5.4 Moves 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 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.

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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 Genting Highland Resort, Berhad, Malaysia 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 General manager (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.

17
  CHAPTER: THREE
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 Genting Highland Resort, Berhad, Malaysia. As the topic of this
study describes the impact of staff training on guest satisfaction in Genting Highland Resort,
Berhad, Malaysia. 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 Genting Highland Resort 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.

18
3.4.1 Primary Sources

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 the Genting Highland Resort, Berhad, Malaysia. 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 of Genting Highland Resort has
been made. The interview was mostly open-ended questions but also contains some closed-ended
questions.

19
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 Genting Highland Resort 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.

20
3.5.2.2 Pre-test and field the work

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 in Genting Highland
Resort and 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.

21
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 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.

22
 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 Genting
Highland Resort.

4.1 What are the demographic profiles of the hotel customers?

Variable Category N %
18-25 3 15%
26-34 10 50%
Age group 35-54 5 25%
55-64 2 10%
65 or over 0 0%
Nationality Chinese 15 75%
Foreigner 5 25%
Gender Male 10 50%
Female 10 50%
Single 8 40%
Married 10 50%
Marital Status Divorced 1 5%
Widowed 1 5%
Employed 11 55%
Unemployed 5 25%
Employment Situation Studying 1 5%
Retired 1 5%
Studying and working 2 10%
Table: 4.1.1 Sample Profile

23
 (Field survey 2018)
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 Chinese, representing
75% of the sample and 25% were the foreigners. In terms of the marital status, 40% of the
respondents were single and 50% were married. The remaining part of the sample were divorced
(5%) 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 %
Location 6 30%
Price/Quality 4 20%
Why did you choose this Recommendation 3 15%
hotel? Technologies amenities 3 15%
Websites reviews 2 10%
Other 2 10%
Leisure 8 40%
Business/Work 7 35%
Purpose of travel Leisure & Business 3 15%
Others 2 10%
Alone 5 25%
With friend 2 10%
Did you travel As a couple 9 45%
With family 3 15%
With co-workers 1 5%

Table: 4.2.1 Selecting hotel, purpose of travel & traveling partner

24
 (Field survey 2018)

Why did you choose this hotel?

others
10%
Figure: 4.2.1
website reviews location Reason for
10% 30% choosing the
hotel
location In regards to
price/quality
technology amenities stay in Genting
15% recommendation
technology amenities
Highland
website reviews Resort, the
others hotel choice
price/quality can be
recommendation 20%
15% 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 on a mountaintop with thin air back in the 60’s, seems
like an awfully tough project to pursue! Well, that was exactly the idea behind it and thus sets the
prelude for one of Malaysia’s greatest architectural feats, and it’s still insanely cool now when
you think about it.

25
 No. of guest
8

8 7

6
No. of Respondent

4 3

3 2

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 (8) were leisure guests, while just 7 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.

26
 Figure: Did you travel?

45%
40%
35%
% of respondents

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, 45% of the travelers said they traveled as a couple, 15% went with family and 10%
with friends. The remaining part of the sample was traveling alone (25%) and only 5% traveled
with coworkers. It means most of the guest travel as a couple and least of them travels with their
co-workers for work purpose.

27
4.3 How will you rate the staff training of Genting Highland Resort?

Table: 4.3.1 Satisfaction Analysis

Please rate the staff training below according to an N Rating
importance scale from 1 to 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

(Field survey 2018)

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.

28
4.4. Is Staff Training being capable for customer satisfaction and what are
its impact on them?
Table: 4.4.1 Satisfaction with Staff Training and their impact on guest experience.
Satisfaction with Staff Training and their impact on guest experience
N %
Are you satisfied with Yes 17 85%
the Staff behaviour that No 3 15%
you found in your hotel
stay?
Yes, but I would like to suggest some of 3 15%
them to learn speak English for to have
a better/different experience.
Yes, but I would like to add new 6 30%
technologies to have a better/different
experience.
Yes, the available sources were enough 9 45%
Do you think that the
to provide me with a good experience. I
service standard in your
would not change or add anything
last hotel stay had a
positive impact on your
No, I need new and more Uniqueness 1 5%
experience?
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.
(Field survey 2018)

In general, almost all respondents (85%) were satisfied with the staff behavior that they found in
their last hotel stay in Genting Highland Resort. Although 90% of respondents reported that staff
had a positive impact on their experience, 45% stated that they would like to have more standard

29
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
Genting Highland Resort?

Table: 4.7.1 Level of satisfaction

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
(Field Survey 2018)

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

Percentage of Customer satisfaction

Figure: 4.7.1 Overall customer satisfaction

30
 Completely
dissatisfied
20%

Fully Satisfied
40%
Somehow
dissatisfied
10%

neither satisfied or
dissatisfied
10%

Somehow satisfied
20%

Source: Field Survey,2019

The above diagram the graphical representation of the data collected related to the level of
customer satisfaction at Genting Highland Resort. 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 Genting Highland Resort?
Table: 4.8.1 Measuring the benefit of Staff training

31
 S. Measurement Level No. of respondent % of respondent
N
1. Very much 12 60%
2. Average 5 25%
3. Somehow 3 15%
Total 20 100%
(Field Survey 2019)

The above table represents the data regarding the beneficial of the service standard for guests
who stayed in Gennting Highland Resort. Researcher collected the data by asking the question,
“How much beneficial is service standard that you obtained by staying at Genting Highland
Resort, Malaysia?”. Researcher surveyed 20 guests and the actual data has been presented below
in the graphical form.

Figure: 4.8.1 Measuring how beneficial is service standard

level of benefit
14

12

10
No. of respondents

0
Very much Average Somehow
Level of benefit

The above diagram is the graphical representation of the data collected related to the level of
customer satisfaction at Genting Highland Resort. 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.

32
4.7 How satisfied were you with the services provided by Staff training Genting Highland
Resort?
Table: 4.9.1 Customer satisfaction provided by staff training used in F&B service
S. N Satisfaction level No. of % of
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%
(Field Survey 2019)

The above table represents the data regarding the satisfaction using staff training provide by
F&B service of Genting Highland Resort. Researcher collected the data by asking the question,
“How much satisfied are you with service provided by F&B service in Genting Highland
Resort?”. Researcher surveyed 20 guests and the actual data has been presented below in the
graphical form.

Percentage of Customer Satisfaction

Figure: 4.9.1 Customer satisfaction provided by Genting Highland Resort

33
 Fully satisfied Somehow satisfied Neither satisfied or dissatisfied
Somehow dissatisfied Fully dissatisfied

Fully dissatisfied
10%
Somehow
dissatisfied
10%

Fully satisfied
45%
Neither satisfied
or dissatisfied
15%

Somehow
satisfied
20%

Source: Field Survey 2019

The above diagram is the graphical representation of the data collected related to the level of
customer satisfaction provided by front office in Genting Highland Resort. 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 in Genting Highland Resort . In overall it is
analyzed that most of the customer are satisfied with the existing technology provided by front
office of Genting Highland Resort.

Table 4.8 Nationality of the guest

Nationality Chinese Hong Kong Russian German

No of guests 7 1 1 1

34
Fig 4.2: Nationality of the guest

Nationality of Guest
8
7
6
5
4
3
2
1
0
Chinese HongKong Russian German

Source: Field survey, 2019

Among the 20 respondents 10 respondents were guest and 10 respondents were employees.
Among the 10 guest 7 were Chinese guest and 3 were foreigner guest. And among the employees
all are Chinese employees.

Table 4.9 Gender

Gender Frequency Percentage

Male 42 70%
Female 18 30%
Total 60 100%
Source: Field survey, 2019

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.
35
By calculating the given data of the ender distribution of the respondents, 70% respondents are
male and only 30 respondents are female. 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 male employee as compared to female 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.

Figure: 4.1 Age group of respondents

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

Field survey, 2019

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 Genting Highland Resort.

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 of Genting Highland Resort. 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. 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.

36
4.10 The Customer Service Skills Training given to staff in Genting Highland Resort

1. Patience: Generally, those who work in hospitality they need to be sure to work with patience.
So, Realising the concept of patient Genting Highland Resort has 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 Genting Highland Resort 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. Acting Skills: These skills are very important to the staff in Genting Highland Resort. 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.

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 Genting Highland Resort that 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.

37
 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

38
and again by staff training. As the full research was on the basis of customer satisfaction through
staff training provided by Genting Highland Resort, 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 Genting
Highland Resort. Survey was done via informal interview and set of questionnaires distributed to
various guests visiting the Genting Highland Resort.

Finally, it was found that the guests in Genting Highland Resort are satisfied with its available
staff service. This project report was conducted to analyze the actual level of customer
satisfaction of those guests staying in Genting Highland Resort. 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 Genting Highland Resort is 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 Genting Highland Resort 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.

5.2 Conclusion
By analyzing the data and figures presented above, Genting Highland Resort is 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 by Genting Highland Resort which were properly explored
and customer was satisfied by those existing services.

39
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 Genting Highland Resort
was 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 Genting Highland Resort was 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, Genting Highland Resort has been successful to maintain the high level of customer
satisfaction.

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 though Genting Highland
Resort has been able to satisfy most of the customers this resort should emphasize a little bit in
bringing more new training to provide guest.

40
Genting Highland Resort comprises 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 by
Genting Highland Resort and these recommendations were based on the result drawn out from
the survey made regarding the “Training as a Means to Enhance Customer Satisfaction”.

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 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

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 Appendices
Survey Questionnaire

For

Training as a Means to Enhance Customer Satisfaction

Hello, My name is Aarati Gurung. I’m Bachelor Degree Candidate in Bachelor in Hotel
Management (BHM). I’m conducting a research Training as a Means to Enhance Importance of
Customer Satisfaction in Genting Highland Resort, Berhad, Malaysia. I humbly request you to
fill of this questionnaire to complete my research work. The following questioner is for the

43
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 Genting Highland Resort?

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

5. How you find the overall technology provided for customer satisfaction in your recent stay in
Genting Highland Resort?
Fully satisfied

Somehow satisfied

Neither satisfied or dissatisfied

Somehow dissatisfied

Completely dissatisfied

44
6. How satisfied were you with the in-room technology you used in your recent stay in Genting
Highland Resort?
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 in
Genting Highland Resort?
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

Never

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9. How beneficial is staff training in the present context of Genting Highland Resort?
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 of Genting Highland Resort?

Excellent Very poor

1 2 3 4 5 6 7 8 9 10

13. In opinion what type of guest service should be introduced by Genting Highland Resort?

46
………………………………………………………………………………………………………
………………………………………………………………………………………………………
………………………………………………………

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 at Genting
Highland Resort?
Fully satisfied

Somehow satisfied

Neither satisfied or dissatisfied

Somehow dissatisfied

Completely dissatisfied

47
17. How likely are you to recommend this Genting Highland Resort to friends and associates?
Very Likely
Very Likely

Somehow Likely

Neutral

Somehow Unlikely

Very Unlikely

48