How results of training and development programs influent on employees' satisfaction, performance, and loyalty - An empirical study of luxury hotels and fine-dining restaurant in Ho Chi Minh area
Abstract
In the recent market of hospitality chains, it is a rapid growth focusing on
Food and Beverages (F&B) department to enhance revenue and profits. Regard to the
actual situation, most of the hotels now have large share of F&B operations’ pie in the
total revenue. The study refers to training section, which belongs to Human
Resources Department’s duty and its practices influents on behaviors and satisfaction
of employees working in the particular (F&B) Operation. Well-training F&B
employees can help the organization satisfy customers, increase the company’s
income, achieve the main goals of the hotels/ restaurants.
This research aims to determine after being trained, whether the training
factors affect on their performance and satisfaction or not, that may lead to
employees’ retention in upper scale hotels and restaurants in Ho Chi Minh city. The
subsequent purpose of the paper is to emphasize the importance of staff training into
the consciousness of both employees and employers in hotels’ services, especially in
Food and Beverage Department. There are many theories and concepts about these
five training factors, employees’ loyalty, employees’ satisfaction, and employees’
performance applied to give clear definitions for the audiences to understand.
The study received 242 respondents in total. The final conceptual model
suggests hotel-services organization concentrating on crucial factors of training in
order to make the employees to commit with the hotels/restaurants. On the other hand,
the paper also gives recommendations for the employers to improve employees’
performance, employees’ satisfaction, and employees’ loyalty. The last part also
contains some suggestions for further studies in the future.