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IMPACT OF TRAINING AND DEVELOPMENT ON EMPLOYEE MOTIVATION-A

STUDY ON STAR HOTELS IN KARNATAKA Vikas Hotel Management and Catering
technology, Mysore

Article · June 2017

DOI: 10.1080/13683500.2013.787051]

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Asia Pacific Journal of Research
ISSN (Print): 2320-5504
ISSN (Online): 2347-4793

IMPACT OF TRAINING AND DEVELOPMENT ON EMPLOYEE MOTIVATION-

A STUDY ON STAR HOTELS IN KARNATAKA

*Eshan M R **Dr.Binoy T A

*Assistant Professor,Dept. of Tourism and Hospitality,

Vidya Vikas Hotel Management and Catering technology, Mysore.

** Research Supervisor and Co-ordinator,

Dept. of Tourism and Reseach Center,Kuvempu University,Shivamogga.

ABSTRACT

The research study aimed to evaluate impact of training and development practices on employee motivation in star hotels of Karnataka
and its impact to enhance the standard performance of their employees. the researcher took a random sample (50) employees working
in star hotels where the questionnaire adopted the addressed key variables, the study is concluded that there were negativities
concerning the methods and practices used in the training and development that are not appropriate the motivation of employee, where
the objectives of the training programs and not in the interest of the work numerous of the time , also there is a limitation in the
selection of specialised trainers in different specialization of management operation, production, housekeeping , reception. The study
also pointed out that hotels technique and method used in training and development program, duration of program, selection of
trainers is not raise the level of motivation of employee in star hotels of Karnataka. So, the study recommended the necessity of work
on training plan and method and hires the qualified knowledgeable trainer who can train the employee, second create a modern ways
of training and development to motivate the employee in star hotels.

Keywords: Training, Development, Motivation

Introduction

Tourism and hospitality industry of India has emerged as one of the significant chauffeurs of growth among the services sector in
India. The third largest sub- segment of services sectors including trade , repair services, hotels and restaurant contributed nearly us $
187.9 billion or 12.5 percent to the Gross Domestic Product (GDP) in 2014-2015, while developing the fastest at 11.7 per cent
Compound Annual Growth Rate(CAGR) over the period 2011-2012 to 2014-2015. Tourism in India has important potential
considering the rich natural cultural and historical heritage, variety in ecology, terrains beauty spread across the country.1

1
. Sectorl Report Agust,2015)
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Hospitality can be characterized as deliberate, planned and sustained effort to establish and maintain mutual understanding between
the guest and hosting organisation that is business of making and keeping friends, and promoting an atmosphere of better
understanding.

“Hospitality is treating people like you would want to be treated when you are travelling. In other words, it means making a tourist
feel totally welcome as not only your guest, but also the guest of the complete family of the hotel. Hospitality is genuine smiling face 2

Every an organisation it may be big or small, productive or non-productive, economic or social, old or newly established should
conduct the training and development practices to all employees in company irrespective of their qualification, skill, rightness for the
job etc. This call for highlighting on training and development in all sectors i.e. Corporate, business, services, industry, health
services, education, agriculture, entertainment, tourism, NGO and many more

The main function of businesses in the hospitality industry is to serve people -- whether it's lodging, food or a combination of these
with other services. To keeping the quality of services is very important to maintain the generosity of an organisation. Hence the
importance of employee training and development in hospitality can‟t be overstated, because every job eventually aims for guest
satisfaction. Workers in every feature of hospitality, from dishwashers to managers and owners, affect the guest experience. Without
proper training and development, employee-guest encounters can go off track and it will affecting organizations bottom line. Training
and development practice can be expensive, but the benefits can outweigh to motivate the employees productivity in an organization.
Providing continuing attention to training and development affects business‟s ability to remain competitive. Hospitality industry is fast
paced and continuously developing. The best way to overcome the competition from competitors may be through ensuring employees
to expertise in performing their assigned job accurately, such as maintaining exceptionally housekeeping or making sure front desk
employees are adept with computers and other technological tools required in their jobs. Frequently reconsidering customer service
training, such as how to handle the customers in both positive and negative circumstances, can ensure guests enjoy their stay and
depart with plans to return.

Training is the act of increasing the knowledge and skill of an employee for doing a particular job. Training is a short-term
educational process and utilizing a systematic and organised procedure by which employees learn technical knowledge and skills for a
definite purpose.

The increasing competition, among other things increases the significance of training. Training matches the employee with the job
from time to time. Further, the trained employees invite organisational change and ready to take up any type of assignment. The
success of any organisation to a greater extent depends on the amount, qualitative and timely training provided by an organisation.3

Development has a broader meaning. Its aim is to grow or improve the overall personality of an individual. It is continuous process
and is on the initiative from individual. Development is to meet an individual‟s future needs. Efforts towards development often
depend on personal drive and ambition. It helps individuals‟ in progress towards maturity and actualisation of their potential
capacities.

Developing the employees is essential to providing a consistent level of guest satisfaction over time. After the company built a
reputation for excellent service, it might select the top performers to take part in advanced training that may be associated with
promotions. The importance of progressive employee advancement is not lost on the company‟s workers. Its investment in fostering
new supervisors and managers demonstrates confidence in the people who work for the company. The hospitality industry, with its
high turnover rates, can benefit from grooming outstanding individuals. Doing so retains consistency within the business as well as
enhancing its future work force.

Motivation is the enthusiasm of an employee about and drives to accomplish activity related to work. Motivation is that internal drive
that causes an individual to decide to take action. An individual‟s motivation is influenced by biological, intellectual, social and
emotional factors. As such, motivation is a complex, not easily defined, intrinsic diving force that can also be influenced by external
factors4

Every employee has actives, events, people, and goals in his or her life that he/she finds motivation. So, motivation about some expect
of life exists each person‟ consciousness and actions. Employers should know to how to inspire employee motivation at work. To

2
. Sunil.K.Kabia (2005), “Tourism And Hospitality Industry”, Reference Press New Delhi.
3
. Ph.D Thesis Suruchi pandey submitted To TMV.

4
. Susan m. Heathfield, Human resource expert, updated January 18,2015
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create a motivation among the employees at work involves the satisfaction in the work and what training employees had to perform
the task smoothly and effectively.

Literature Review

Here an attempt is made to review the early research studies conducted in the area of impact of training and development practices in
hospitality industry. Usha P., (May 2013) made a study on “Human Resources Practices in Tourism and Hospitality Industries in
Selected Countries”, 5 inn her article she recognizes the importance of tourism and hospitality as an employment sector. The sector
provides a large and diverse number of jobs and will be important for future job creation throughout the developed and developing
world. Whilst the number of jobs produced by the tourism and hospitality industry is impressive there are some concerns about the
type of employment experience within the sector. The nature of the labour market and the reliance on marginal workers has led to a
number of pessimistic views of HRM practice. Milind A., Peshave and Dr.Rajashree Gujarathi(October 2013) made a study on
“Impact of Employment Practices Adopted by Hotels on Productivity of its Employees”, 6 in their article they describes that The
organizations have realized that enhancing their productivity goes a long way in success of their business operations and thus
productivity has become a matter of great concern amongst them. There is a well-established positive relation between fair
employment practices followed by the organizations and the motivation and efficiency of its employees.
Dr.Ankush Ambardar(July 2013), made a study on “Understanding the importance of training practices in Indian Independent
Hotels”,7 in his article he found Training is appreciated as the only significant people oriented activity which equips the employees
to do their job more effectively and efficiently to achieve long term sustainability. Employee training has been recognized as a
significant determinant of both employee and organizational performance. Training is found to be one of the most significant human
resource practices in any industry.
Girish Prayag1 and Sameer Hosany, made a study on “Human Resource Development in the Hotel Industry of Mauritius:
Myth or Reality?”8 In their article they reveal five plausible reasons for managers‟ support of on-the-job training. First, it is efficient,
less costly and employees assimilate more quickly in real work conditions. Second, on-the-job training offers opportunities for
interactions and is an effective way for team building, especially among new recruits. Moreover, management exerts greater control
over the quality of training. On-the-job training is flexible (offered during off-peak hours) and thus puts little pressure on busy work
schedules. Finally, on-the-job training enables trainers to identify potential future leaders within the organisation. Findings indicate an
operational rather than strategic approach to staff training and development.
Ivanka Nestoroska, (2014), made a study on “Staff Training In Hospitality Sector As Benefit For Improved Service Quality”9,
in his study he found Hospitality sector is not only about providing clients quality services. It is more. And it is about providing
services that will be on-time delivered, fulfil with appropriate employee attitude, knowledge, skills and content. Such service can be
delivered only if employee structure is chosen appropriate by the management that has responsibility to maintain the quality of its
employees. Service quality is in close relation with employees‟ training, weather on-the-job or outside. Training shouldn‟t be
occasionally, periodically or once in a while. It should be continually with different educational programs that will upgrade skills
according to job positions.
Sunder Srinivasan (December 2010), made a study on “Study on Importance of Industrial Training as a part of Hotel
Management Education Curriculum, as perceived by Industry and Students” 10 in his article he describe that training program
save not only recruitment and hiring time but also proves to have financial benefits for fulfilling temporary staffing needs. Both

5
. UshaP., “Human Resources Practices in Tourism and Hospitality Industries in Selected Countries”, Asis Pacific Journal of
Marketing & Management Review, Vol 2 (5), 01-16
6
. Milind A., Peshave and Dr.RajashreeGujarathi “Impact of Employment Practices Adopted by Hotels on Productivity of its
Employees”, International Journal of Business and Management Invention,, Vol. 2, Issue 10, ISSN:2319-8028
7
. Dr.AnkushAmbardar (October 2012), “Understanding the importance of training practices in Indian Independent Hotels”,
IJRMBBB, Vol. 1, Issue 2, ISSN: 2319-699

8
.Girish Prayag1 and Sameer Hosany.,“Human Resource Development in the Hotel Industry of Mauritius: Myth or Reality?”This a
post-print version of the manuscript accepted for publication in Current Issues in Toruism. For full citation, refer to the published
version – available using the doi: 10.1080/13683500.2013.787051]
9
IvankaNestoroska, (2014), “Staff Training In Hospitality Sector As Benefit For Improved Service Quality”,
10
G Sunder Srinivasan (December 2010)4, “Study on Importance of Industrial Training as a part of Hotel Management Education
Curriculum, as perceived by Industry and Students”, International Journal of Information and Futuristic Researchl, Vol. 1, Issue 9, 91-
101
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trainees and hotel industry are satisfied with the and industrial training of hotel management students but the level of satisfaction can
still be increased if proper coordination cooperation among hotel industry and the institution in Pune.

Nischitha P., (April-June 2014) made a study on “The Importance of Training and Development programmes in Hotel
Industry”11 in her article she states that Training programs can become more innovative in times of economic instability through the
use of technology and self-catering programs that employees monitor themselves. Companies can also involve employees with the
development of training programs to avoid unnecessary spending of training budgets. Hotels can also look at other industries for ideas
when developing new training programs as a way to have a competitive advantage.

Research gap
The study of above literature review indicates that the training and development practices are essential for every hospitality
organisations to enhance the skills, knowledge and overall performance of the employees. The effective productivity of the employees
and manager are very much related to the training and development practices they are attended like on the job or off the job training.
These studies are focus on the proper human resource practices like training and development and its effect on quality, turnover, and
competency of the employees in order to increase the level of potentiality to perform the work. Not much of research seemed to have
been undertaken so far that laid the focus on training and development practices in Star Hotels which impact on employees motivation
which is enhance the knowledge and skills, quality and quantity work, career opportunities of the employees. This research study is an
effort to establish a relationship between the parameters of the training and development practices influence on employee motivation
in star hotels. It has also attempted to know the employees perception regarding the training and development practices of the
organisation.

Statement of the Research Problem:

Training and development is a very important part now days in making the organization profitable. Most of the organization
has now days a proper training and development section schedule on regular basis. The main purpose of the training is to develop the
employee's skill which eventually makes the organization more profitable. The focus of the study is to find out wither the training and
development programs which are been used by the HR departments of the star hotels of Karnataka are actually motivating the
employees to performance of their task. this research study immensely appropriate not only from the point of academic knowledge
but also from the view of corporate implication .HRD as a promoter of various forms of learning possibilities in the place of work has
gained increasing significance in changing work organizations. Human resource development subsystems comprise performance
appraisal, potential appraisal, career planning, training, and performance coaching, organization development, employee welfare,
rewards, and competencies, qualities of work life and human resource information system for the welfare and development of the
organisation as well as the employees. Therefore the title of the study is Impact of Training and Development on Employee
Motivation- A Study on Star Hotels in Karnataka. The following research problems are addressed by the study.

 What are the major training and development practices has been used by the HR departments of the Star Hotels in
Karnataka?
 What are the training and development methods are used to meet the training and development objectives do these
methods motivate the employee?
 What are the difficulties of hospitality industries towards training and development practices?
 What are the motivation factors enhance the employees‟ performance and productivity in an assigned task?
 What are the employees‟ perceptions towards the training and development practices conduct by the HR
departments of Star Hotels in Karnataka?

Scope of the study

In Karnataka only few studies have been conducted on training and development practices of Star Hotels. The present Study will
be confined to select Star Hotels of Karnataka. Bangalore, Mysore, Mangalore, Shivamogga are the major hospitality cities of the
Karnataka so major reputed Star Hotels are selected from this cities for the study. This study is significant in terms of its scope that
encompasses the Impact of training and development practices on employee motivation and impact on the performance of employees
of star hotels. The proposed research also planned to cover different aspects like practices of HR planning, training and development,
employee motivation, Employee retention techniques, staffing and directing etc.,

11
. Nischitha P., (April-June 2014)5 “The Importance of Training and Development programmes in Hotel Industry”, IJBARR, Vol.1,
Issue 5, 50-56

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ISSN (Online): 2347-4793
Objectives of the Study

The main aim of the research work is to evaluate the role of training and development in motivation of various levels of employees in
Star Category Hotels. The following are the major objectives of the study.

1. To study the Training and Development policies and programmes of Star Hotels.
2. To assess the role of training and development practices for Employees motivation in Star Hotels.
3. To examine the problems of employees encountering during the training and development programs in Star Hotels.
Sample design

The study covers star hotels located in various cities in Karnataka including private and public enterprises. The hotels shall be selected
based on the researcher‟s convenience and the significance of the hotel in terms of turnover and market share. The size of the star
hotels organisations in Karnataka is very large and the size of employees also is very vast. A detailed study Impact of Training and
Development on Employee motivation in Star Hotels is very difficult to conduct and it is time consuming. In view of this, the study
has planned to select 50 employees of Star Hotels in Karnataka by adopting random sampling method in order to know the Impact of
training and development practices on employee motivation and performance.

Methods of Data Collection

Source of data-The present study is based on both primary and secondary data.

Primary Data- Primary data shall be collected from the sample of employees in selected Star Hotels of Karnataka through a
structured questionnaire and interview schedule. Secondary data- The secondary data shall be collected from various sources like
publications and journals, newspapers, books, business and HRM magazines, records of hospitality industries, articles & websites.

Tools and techniques

The present study will be used appropriate statistical tools like tables to representing the analysed data. Descriptive research is a fact
finding investigation with adequate interpretation.

Data analysis and interpretation:

Table 1: Demographic Profile of the Respondents

Variables Frequencies Percentage %

Male 42 84 %
Gender composition of Female 8 16 %
respondents Total 50 100 %
18 to 25 year 14 28 %
Age Group of the Respondents 26 to 35 year 21 42 %
36 to 45 year 9 18 %
45 to 60 year 6 12 %
Total 50 100 %
Under graduate 12 24 %
Educational Qualification Professional Courses 18 36 %
Graduate 14 28 %
Post Graduate 6 12 %
Total 50 100%
Front office 8 16 %
House keeping 12 28 %
Food and beverage 11 22 %
Department service
Food production 9 18 %
Account 4 8%
Other 6 12 %
Total 50 100%

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Demographic Profile of the Respondents

Respondent‟s data about demographic Questions was analysed by using Frequency and percentage. Table number 1 shows that out of
the 50 respondents 84 % of the respondents were male and 16 % of the respondents were female respondents. as many as 42 % of the
respondents are received from the age group of 26 to 35 year, 28 % of the respondents were between 18 to 25 year, 18 % of the
respondents were between 36 to 45 and only 12% of the respondents were received from the age group of 45 to 60 year. It is happy to
note that among the respondents 36 % and 28 % of the respondents‟ qualifications is professional course and graduation and 12 % of
the respondents were post graduates, 24% of the respondents received under graduation. Among the respondents 16 % were working
in Front office department, 28% of the respondents were working in housekeeping departments, 22% of the respondents received from
the food and beverage service departments, 18 % of the respondents work in production department, 8% of the respondents work in
finance department, 12% of the respondents work in other department, when the question asked to the respondents how long your
working in the hotels it is found out that 24% of the respondents work between 0-2 year, 14 % of the respondents works between 2-5
years, 36% of the respondents works between 5-10 years, and 26 % of the respondents work 10 years and above.

Table 2. Impact of training and development

Impact of the following Strongly Agree Indifferent Disagree Strongly

Agree Disagree
Organisation have effective Training and development practices 16 % 24 % 16 % 26 % 18%
Quality material available for training 16 % 46 % 20 % 12% 6%
Standard of training and development schedule 38 % 26 % 30 % 16 % 10 %
Every employee should go through the training 76 % 16 % 8% 00 % 00 %
Advanced training and development methods were used 24 % 12 % 20 % 34 % 00 %
Regular feedback session on performance after training and 16 % 28 % 32 % 24 % 00 %
development program
Trainers are Qualified and Knowledgeable 8% 22 % 44 % 10 % 8%
Trainers were keen to train and there material used to training is 16 % 26 % 12 % 34 % 12 %
motivate
Training is enhancing the confidence level of working 24 % 34 % 28 % 14 % 00 %
The training and development is motivating the employees 16 % 26 % 32 % 20 % 6%
Performance and work skill is developed after training 14 % 38 % 26 % 10 % 14 %

Above table 2 shows the analysis of the major questionnaire questions that were made for formulate and direct toward providing
answer to the research questions. A table 2 presentation shows the rating of „Strongly agree‟ to „strongly disagree‟. The excise showed
that existing training and development practices and its impact on employee motivation in star hotels in Karnataka. The analysis
covers majorly training and development practices effectiveness, quality of trainers and importantly impact of the training on
employee motivation.

Firstly from question one in above table it can be understand that 24 % of the respondents agree that there is effective training and
development practices and 16 % of the respondents were strongly agree but 26 % and 18% of the respondents are Disagree and
strongly disagree. This shows that the organisation dose not put much effort to give an effective training to employee. Likewise, 46%
of the respondents believe that there are quality training materials are used. 38 % of the respondents were strongly agreed the firm
training schedule is standard one. Also 76 % of the respondents were strongly agreed that every employee should go through the
training program. This shows that in star hotels every employee should do the training to understand and develop the working skill,
knowledge of the specified job. 34% of the respondents were disagree about the advance training and development methods used in
the firms and 32 % of the respondents were indifferent about regular feedback session on performance after the training. It shows that
present training and development practices of star hotels in Karnataka are not following the advanced training methods and after
training they are not focusing to take the performance feedback from the employee.

Secondly the above table 2 shows that 44% of the respondents are indifferent about the trainers were qualified and knowledgeable and
22% of the respondents show the positive response. 34 % of the respondents‟ opinion is not good about the trainer enthusiasm and the
material used for training.

Lastly, from the above table 2 the last three questions showed the response on the review on overall impact of training and
development on employee motivation. From the employee prospective training and development enhance the confidence level of
employee, 34% of the respondents were agreed. only 26% and 16% of the respondents are agree and strongly agree the training and
development practices are motivating the employee, 38% of positive response from the respondents regarding the development of
employee performance and skill after the training program.

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Conclusion and suggestion

Every firm to achieve its goals and objectives is essential to give a proper training and development practices to the employees, star
hotels business and its brand image are dependant the quality of services provided to the guest by the employees. Hence in the star
hotels to motivate the employee is essential. The research study showed clearly that importance of the training and development
practice for employee motivation, increasing of employee confidence and development of employee performance.

The research study also suggests that during the training time star hotels should hire a qualified, knowledgeable and skilled trainer
who has the enthusiasm to train the employee and use the good training materials. Organisations should focus to conduct the effective
training programs by adopting the advanced training method and after the training get a performance feedback from the employees
and try to keep motivate the employees through providing excellent training and development practices to the employee frequently.

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