Hotel employees’ perceptions of training practices in a developing economy: Implications for improving service delivery.

Abstract

This study examined employees’ perception of training practices in the hotel industry in a developing economy, and adopted a purely quantitative approach, using the cross-sectional field survey. Data were collected using self-administered survey questionnaires and was analysed using percentages. Using a sample of 195 full-time employees from 61 registered hotels in the Cape Coast Metropolis and the Elmina Townships in Ghana, the findings showed that hotel employees perceived all the elements of training practices as adequate except evaluation of training where training effectiveness and reaction to trainees were found to be inadequate. Indicatively, employees’ ability to transfer learning from training to the workplace significantly affects their service delivery. The authors recommend that managers invest in staff training but pay particular attention to hotel employees acquiring and transferring the requisite skills and knowledge required to improve service delivery