Service Training: An eLearning Training Course For Hotel Employees

Abstract

Employee training is essential in addressing the gaps in the skill levels of the staff of any organization. Many companies, particularly those in the hotel industry, experience regular changes in business and the technology they use. If proper employee training is not carried out, the staff members will not properly serve the guests, which will make the guests seek the service from other competitors. But training employees is challenged by a critical problem which is engagement (Anitha, 2014). Most employees are not engaged during training sessions due to lack of interest and knowledge about the purpose of the training or due to the format the training is presented. \nTo address the need for improved skills, companies implement continuous training and development. Many companies even have a training department that is devoted to improving the skills of the employees. Since most employees are millennials, companies are trying to adopt technologies to assist them in making training more interesting and eradicate boredom while reducing costs. When the employees are trained with methods that are deemed interesting, such as offering through eLearning, and when they are made aware of the goals of the training, engagement rises (Training, 2012). This means that they realize the urgency of undertaking the training and they commit to complete it. \nThe purpose of this project was to design an interactive and engaging online training course for staff members of a luxury hotel. eLearning format was chosen as the most viable choice as it features online and any time access through multimedia presentations (Clark & Mayer, 2016). The training course was about customer service, which is an essential topic in hospitality industry. The design of the course was based on the ADDIE model and multimedia principles to motivate the employee to interact and engage with the content of the course. In order to make the course interactive and appealing, Articulate Storyline 360 software was used. The course took advantage of components such as videos, images, audios, animations, quizzes, case studies, scenarios, and reflections. \nThe project was built based on the research explored in Chapter two of the literature review, the needs assessment, and the knowledge of the customer service. The project was field tested in a Hotel in Beijing, China. After required authorizations and approval were granted from the hotel manager, and California State Polytechnic University, Pomona Institutional Review Board (IRB), the field test invitation email and informed consent form were sent to 40 employees of a hotel in China. The employees were informed that the field testing was completely voluntary and optional, and if they had any concerns about the field testing process they could contact the researcher, researcher???s advisor, or the Institutional Research Board contact information as listed on the informed consent form. \nThirty-one out of 40 employees from front desk and human resources department voluntarily participated in the field testing procedure. After the employees reviewed the training course online, 31 answered the online survey of the course. The data collected from the employees were completely anonymous, and no personal information obtained. \nThe survey showed that the eLearning training course helped the employees learn about customer service skills, and the employees enjoyed learning online. Moreover, the employees enjoyed the multimedia components of the eLearning course, and they found the course easy to follow. \n???

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