Effect of Employee Training on Organizational Performance in Hotels - Dissertation Example

Poor customer service can scuttle major companies, while good CSRs can develop the capital and brand name of an upstart. Training is the process used for the development of knowledge and skills needed to perform the jobs, duties, and tasks found in an organization (Christine Jaszay, Paul Dunk). Education is identified as a key component in ensuring the sustainability of tourism (Chandana Jayawardena). Customer service representation is a skill that is worth billions to companies (Stella Service, 2010). Training all of the aspects of the hospitality industry, such as massage therapy, spa skills, customer service skills and interaction, entertainment abilities such as singing or dancing, cooking, and all of the other essential skills for hospitality industry success is extremely pricey but utterly important to success.
The objectives of this dissertation are firstly exploring the concept of training and how it is supposed to affect hotel development. Secondly, the analysis and evaluation of the role of training in the Hilton and President hotel in Athens. Thirdly, the identification of why, how, and when hotels in Athens use training programs. Finally, the identification of the differences of individually owned hotels and international hotel chains in their training programs.
The Athens hospitality industry is currently undergoing a resurgence, but hospitality has always been a key part of Greek culture.
Xenia, or hospitality, was an important element of Greek culture in an era where every stranger on the road could be an imminent threat and travel was dangerous, lonely, and dreadfully important (Lucas, 2007). “Zeus, the king of the gods, demanded that strangers be treated graciously. Hosts had a religious duty to welcome strangers, and guests had the responsibility to respect hosts. The tight interconnections and mutual respect in this host-guest relationship are reflected in the fact that the word zenos in ancient Greek can mean both “host” and “guest.” The relationship is often symbolized in the Odyssey by the presentation of gifts” (Lucas, 2007).