The rise in employee turnover costs and the increased use of technology in the industry further emphasizes the need for training (Sheldon and Gee, 1987).
Internet based 'interactive training' programs (an umbrella term that includes both computer based and multi-media training) of hospitality operations staff provides access to on-demand training, tracking of each trainees' progress, as well as in-depth reporting of each trainee (hotelonline.com, 2000). The training is provided with an interactive format that includes text, animation and audio. A successful interactive training program in the hospitality sector ensures consistency in providing a quality environment for employees, guests and visitors. It is a cost effective way of upgrading skills of hospitality personnel, the benefit of which can be visible from consistent and quality delivery of essential guest services and avoidance of any litigious situation.
In the present age of IT dominance, interactive training of hospitality personnel is an integral part of the industry without which introduction of technologies in the hospitality sector would not have the desired result. ...
With new innovations in the IT sector, more and more hotels are equipping themselves with the tools of modern technology to ensure global connectivity to their customers, particularly corporate executives. Without upgrading, the knowledge and skills of hospitality personnel rapidly gets outdated. In the competitive atmosphere of modern day hotels it is crucial to satisfy and win the loyalty of each customer. A satisfied customer apart from becoming prospective customer for the future may also bring in more customers through positive multiplier effect (Duprey & Kearsley, 2005). In the new e-economy, the value of human capital, meaning mainly employees' skills, competencies, and knowledge is greater than any other form of business capital and can crucially drive competitive advantage (Cohen & Levinthal, 1990). Increase in skills leads to improved performance which enables the employer to meet the needs of the employees also helping in retention of the precious talent.
"No hotels can have excellent operations without excellent employees and that requires excellent human resource practices" (Siguaw & Enz, 2000, p.48). Human resource skills have always been an important element in the hospitality industry. "Friendliness and a willingness to serve others are the tools of the hotel trade, and training is the sharpener that refines the tools into hospitality machines" (Higley, 2004). Proper attitude starts with management and ends with diffusing it to all the staff of the hotel. It is of utmost importance to make right impression at the front desk which is reflected through a positive, outgoing and friendly attitude and also through efficient service.
Increasingly intense competition, high customer expectations and retaining