Impact Of Communication Skills Training And Development In Hospitality Industry – A Case Study Of Hotel Hilton

Problem statement

Communication is the key to successful customer service in the hospitality sector, as having excellent set of communication skills enables the employees to fulfill the customer needs and demands. Due to the distinctive nature of the customers, the companies in the hospitality sector needs to train and develop the communication skills of the employees on a regular basis. As a result, the hospitality sector ensures impeccable customer service that is beneficial as well as highly recommended for the gaining competitive advantage (Jauhari & Bharwani, 2017).

The impact and significance of communication skills training and development is investigated in this study by taking into account Hotel Hilton in Australia. Hotel Hilton is a multinational chain of hotel operating globally over the years (“Hilton Hotel Sale – Hilton in Australia, New Zealand, and South Pacific”, 2019).

Issues in terms of training and development for developing communication skills in the hospitality sector has been encountered due to hectic schedules of the employees, dispersed workforce, difference in the learning habits and lack of employee engagement. In spite of being qualified and experienced, the employees are unable to keep them updated and ensure continuous improvement of the communication skills that is hampering the customer service for Hotel Hilton (Raina & Roebuck, 2016).

The aim of the research is to analyze the impact of communication skills training and development in hospitality industry by considering the case of Hotel Hilton.

The objectives of the research include:

• To understand the significance of communication skills training and development
• To analyze critically the factors affecting communication skills in Hotel Hilton
• To investigate the issues in communication skills training and development in Hotel Hilton
• To provide suitable recommendations for improving communication skills training and development in Hotel Hilton

The questions of the research are:

• What is the significance of communication skills training and development?
• What are the factors affecting communication skills in Hotel Hilton?
• What are the issues in communication skills training and development in Hotel Hilton?
• What are the suitable recommendations for improving communication skills training and development in Hotel Hilton?

Analyzing the impact of communication skills training and development in the hospitality sector will help in understanding the significance of having excellent set of communication skills in the hospitality sector. In addition to, this research will also help in identifying the potential issues that hospitality sector encounters while training and developing the communication skills of the employees that affect the customer service (Zylfijaj & Pira, 2017).

The entire study is categorized into five different chapters namely introduction, literature review, research methodology, data analysis, conclusion and recommendations. The first chapter consists of the research aim and objectives based on which the independent and dependent variables have been identified in the literature review chapter that discusses about the significance, impacts and factors in the hospitality sector. Appropriate methodological tools have been described along with justifying their selection followed by analyzing the data in the data analysis chapter by using the selected method. In the last chapter, conclusion is deduced by highlighting the identified gap and suggesting probable recommendations.

Thus, in this chapter, it can be summarized that ensuring communication skills training and development is necessary in the hospitality sector, as the sector is customer centric. It is important for the hospitality sector to engage and satisfy the customers by fulfilling their needs and demands and achieve competitive advantage. Issues in Hotel Hilton have been identified in terms of communication skills training and development that lays the foundation of the study.

This section highlights the different variables base on which the entire study is being conducted by highlighting the concepts and discussing and analyzing the factors, significance and challenges. For this study, the factors, necessity, challenges and strategies for overcoming the challenges for communication skills training and development in hospitality industry in hospitality sector is studied.

Research aim

The ability to convey information to another individual efficiently and effectively highlights excellent communication skills. As commented by Moore et al. (2018), communication skills is defined as the act of conveying meanings from one person to another by using symbols and signs that can be understood mutually. However, as argued by Arnold et al. (2015), communication skills is defined as the facility of the speakers of writers for informing, persuading and motivating the target audiences. Regardless of the various definitions, it can be said that having excellent set of communication skills is important, as this ensures business organizations to be productive and effective while operating. Both verbal and non-verbal communication skills are important attributes that determines the success of the hospitality sector.

Training and development is an integral part for the business organizations in order to ensure that the employees are excellent in their specialization that helps in achieving organizational success. As commented by Dhar (2015), training and development is defined as the programs for imparting the abilities, skills and knowledge to an employee. However, as criticized by Asfaw, Argaw and Bayissa (2015), the concept of training and development highlights the program or an attempt that aim towards enhancing the existing skills thereby, improving current as well as future performance of the employees. Training and development provides an opportunity for the employees to increase their individual abilities by continuous learning.

The different factors affecting training and development in the hospitality sector are the process used, seasonal demands, performance improvement, higher rate of employee turnover and improving human relations.

One of the major factors affecting communication skills training and development is the process undertaken for the employees. The business organizations in the hospitality sector have to consider their current work force while using the process for training and development. As commented by Mittal and Dhar (2015), considering the technological advancements in business, use of online tools and software are both time efficient and cost efficient at the same time. However as argued by Ouyang et al. (2015), the significance of traditional training and development process such as face-to-face interaction cannot be denied completely. Hotel Hilton is failing to strike a balance between both modern and traditional communication skills training and development process that is affecting the company negatively.  

Another factor affecting communication skills training and development is the seasonal demands. According to Bouazza, Ardjouman and Abada (2015), the active season requires rigorous and continuous communication with the guests without losing patience and temper. Communication skills training and development allows the employees to ensure effective and on-point communication that gives maximum result in minimum time. However, as argued by Dean (2016), communication skills training and development during the off season in the hospitality industry provides an opportunity for the hospitality sector to improve their existing set of communication skills. Hotel Hilton is failing to maintain a balance between the on and off season and conduct communication skills training and development programs accordingly.

The highly competitive market of the hospitality sector requires continuous improvement for the employees. If not, the stagnancy of the employees can result in the declination of the company in the hospitality sector. As mentioned by Pulakos et al. (2015), communication skills training and development help in improving the communication abilities of the employees thereby, improving the organizational performance. However, as argued by Budworth, Latham and Manroop (2015), training and development helps in improving the performance effectiveness of the employees thereby, enabling them to take prompt actions while handling guests. In this case, Hotel Hilton is unable to identify the performance improvement requirement for the employees in terms of communication skills.

Research objectives

Increased rate of employee turnover is an issue for the companies in the hospitality sector that needs to be minimized by the companies. As opined by Katsikea, Theodosiou and Morgan (2015), training and development provides higher career growth and advancement opportunities for the employees thereby, influencing for staying with the company for long by minimizing employee turnover rate. However, as argued by Grissom, Viano and Selin (2016), training and development programs in the hospitality industry helps in effective employee engagement and commitment that reduces the employee turnover rate. In this case, Hotel Hilton is failing to conduct training and development session at regular interval that is affecting the rate of employee turnover.

Having excellent set of communication skills is important in the hospitality industry, as this ensures clear transfer of messages between the hospital staffs and the guests. According to Lahap, O’mahony and Dalrymple (2016), communication skills in hospitality industry are important, as this helps in up lifting the experience of the guests because the guests feel that they are being listened and valued. This results in establishing customer loyalty, business maximization ultimately leading to success of the hotel. Though electronic communication is seen to overtake traditional communication, face-to-face greetings in the hotel reception and telephonic conversation is much more appreciated. However, as argued by Manhas and Tukamushaba (2015), apart from up lifting the experience of the guests, effective communication in the hospitality sector ensures that the employees of the hotels cascade important, clear and useful information to the guests. This provides an opportunity for ensuing clear flow of information between the employees and the guests. As a result, the guests do not feel misguided and understand the policies and procedures they need to follow during their stay in the hotel.

Apart from the advantages effective communication promotes between the guests and the employees, it is equally important among hotel employees for maintaining co-ordination and co-operation, positive working environment and delivering the best to the customers (Tresidder, 2015).

The hospitality sector has grown rapidly over the years and continues to grow. The continuous growth of the hospitality industry has been encountered that is accepted successfully due to continuous training and development programs. As commented by Zaitseva, Goncharova and Androsenko (2016), continuous communication skills training and development is necessary for improving the limited skills and experiences in terms of ensuring effective communication. The hospitality sector experiences wide range of communication issues due to difference in preferences. Thus, communication skills training and development provides an opportunity to mitigate the communication gap between the employees and the customers. However, as argued by Bell et al. (2017), communication skills training and development in the hospitality sector is necessary, as this allows the employees brush and improve their communication skills continuously thereby, providing impeccable service to the guests.  

In spite of the significance for conducting communication skills training and development in the hospitality sector, the business organizations encounter potential challenges. As commented by Jones, Woods and Guillaume (2016), hectic schedules of the employees questions successful conduction of training and development programs. The employees face a hard time managing personal and professional life that results in draining out the employees at a certain point. Thus, asking the employees to attend training and development session after their shift time results in resistance and disapproval, as training and development sessions cannot be conducted during shift hours due to hectic work schedule. However, as argued by Finkelstein et al. (2015), highly focused and passionate employees shows willingness to attend training and development sessions after their hectic work schedule, as they consider the long-term career benefits.

Research questions

According to Ryan and Wessel (2015), dispersed workforce is another challenge in conducting communication skills training and development in the hospitality sector. The decentralized nature of workforce due to global operation makes training and development challenging due to common misunderstandings and cultural differences. For example, some employees are uncomfortable being vocal in online forums making communication skills training and development session difficult and challenging. However, as criticized by Colbert, Yee and George (2016), decentralized workforce allows greater exposure for the employees during training and development, as the employees can attend it regardless of time and place and are open to more ideas for development.

As mentioned by Manuti et al. (2015), training more than one individual requires the consideration of learning habits and preferences of mitigating communication training and development issues. This is because the learning preference of one employee might differ from another due to the distinctive nature of the employees. The current workforce for majority of the business organizations includes at least three generations that highlights different relationships with technology. Thus, the communication skills training and development might be less effective, if all the employees are considered to be technology friendly. However, as argued by Ball, Ramim and Levy (2015), use of basic technology for training and developing the employees aim towards mitigating the issues of different learning habits.

As mentioned by Sibarani et al. (2015), regular training and development programs imposes additional costs for the business organizations, as the business organizations tends to have smaller training and development programs budgets though training and development programs are highly recommended. Thus, it can be said that Hotel Hilton is facing the aforementioned challenges that is making communication skills training and development challenging.

The business organizations need to develop strategies for overcoming the communication skills training and development challenges for better customer service, profit maximization and gaining competitive advantage. As mentioned by McCutcheon et al. (2015), effective communication skills training and development can be achieved by avoiding face-to-face training during weekends and after office hours and consider micro learning approach. The use of micro-learning approach enables providing relevant contents in bite-sized chunks, checklists, info graphic and checklists. However, as argued by Bowers and Kumar (2015), some employees are trained better during face-to-face training and development sessions.

According to Bogosian et al. (2015), social tools can be used for overcoming the challenge of conducting communication skills training and development sessions. This can be achieved by conducting appropriate video conferences and web seminars that provides an opportunity for the employees to undertake training and development programs according to their convenience. However, argued by Tolks et al. (2016), some employees are uncomfortable being vocal in online forums making communication skills training and development session.

As commented by Zournazis and Marlow (2015), the business organizations need to conduct a thorough analysis emphasizing on recognizing the learning preferences of the employees attending the communication skills training and development. Taking into account the increased involvement of technology into business, simple and user friendly interface software can be used for making training and development sessions easily accessible. Additionally, using communication channels and content types can also be used for effective and efficient communication skills training and development programs. Moreover, the use of online forum for training and development is a cost-effective approach for training and development and saves the business organizations from additional financial cost.

Research rationale

Thus, Hotel Hilton needs to identify the challenges and develop and implement strategies accordingly for overcoming communication skills training and development sessions.

Thus, in this chapter, it can be summarized that training and developing the communication skills in the hospitality sector is necessary for fulfilling the expectation and needs of the customers when they visit the hotel. It is the communication skills that help in attracting new customers and retaining the existing ones thereby, enabling the companies in the hospitality sector like Hotel Hilton provide exceptional customer service and sustain in the competitive market.

This chapter provides an overview of the existing methodological tools that are in existence for applying when conducting research. This chapter defines and discusses the characteristics of all the methodological tools based on which justifies the utilization of specific research methodologies. As a result, the impact of communication skills training and development in hospitality sector is analyzed by referring to Hotel Hilton.

In accordance with the research topic, positivism philosophy, deductive approach, descriptive design and survey research strategy has been applied. Considering the application of survey research strategy, the researcher has selected 50 managers of Hotel Hilton by applying simple random probability sampling technique. Thus, collecting the data from the managers directly enforced the application of primary data collection process followed by quantitative data analysis technique. As a result, the researcher has been able to know the impact and significance as well as identifying the probable issues in training and development of communication skills for the respective hotel.

Out of interpretivism, positivism and pragmatism philosophy, positivism philosophy has been used. The application of positivism philosophy allowed the researcher to use factual knowledge and logical views regarding communication skills, training and development and make quantifiable observations by using statistical approach thereby, ensuring data validity and reliability. As a result, the researcher has been able to analyze the impact of communication skills training and development in hospitality sector by considering the current scenario of Hotel Hilton (Mackey & Gass, 2015).

Out of inductive and deductive approach, deductive approach has been used for this study. The researcher has been able to refer to past pieces of literatures, data and information in terms of communication skills, training and development and benefits and challenges of providing adequate communication skills training and development sessions. Based on the existing information, the researcher has been able to make suitable observations thereby, analyzing the impact for Hotel Hilton (Taylor, Bogdan & DeVault, 2015).

Out of descriptive, explanatory and exploratory research designs, descriptive research design has been used. The researcher has been able to explore the probable issues encountered while designing and conducting communication skills training and development sessions for the employees along with explaining the reasons of occurrence of such issues in the hospitality sector due to the application of descriptive design successfully (Lewis, 2015).  

Out of survey, case study, action research and interview, survey research strategy has been used. The researcher has been able to collect data from large population of the managers of Hotel Hilton thereby, determining and analyzing the impact of communication skills training and development in the hospitality sector. The use of survey research strategy reduces biasness as data is collected from a large population by circulating relevant set of questionnaires (Vaioleti, 2016).

Structure of the dissertation

Out of random probability sampling technique and non-random probability sampling technique, random probability sampling technique has been used. This allowed the researcher to provide equal opportunities for the entire managerial population of Hotel Hilton to participate in the data collection process out of which the researcher selected the response 50 managers of Hotel Hilton randomly. Thus, the sample size for this study is 50 managers of Hotel Hilton that helped in analyzing the research topic successfully (Silverman, 2016).

Out of primary and secondary data collection process, primary data collection process has been used. The researcher has been able to collect recent and updated data from the existing and current managers of Hotel Hilton for knowing the probable issues faced by them while designing and conducting communication skills training and development programs for the employees. As a result, the researcher has been able to justify the necessity of having excellent set of communication skills in the hospitality sector (Flick, 2015).

Out of qualitative and quantitative data analysis process, quantitative data analysis technique has been used. The researcher has been able to quantify the responses shared by the respondents in respect to the questionnaire provided to them thereby, analyzing the impact of communication skills training and development in hospitality sector. The quantified data is presented by using MS-Excel for enriching the quality of the research (Smith, 2015).

Abiding by the ethics of the research is crucial for determining the success of the research work. One of the significant ethics for ensuring successful research is data confidentiality. The researcher has to ensure that the identity of the participants as well as the data provided by them is not disclosed without their consent, as this may lead to conflicts and related issues. Pressurizing the individuals to be a part of the data collection process is also against the research ethics. Thus, signing the consent forms prior research makes sure that the individuals are participating willingly (Bresler & Stake, 2017). Harming any humans, animals and environmental things during the course of the research is also against the ethics of the research. Some more research ethics that has to be followed strictly includes collection of data from authentic sources, prohibition of data manipulation and using the collected data only for academic purposes (Bauer, 2014).

Both time and budget were major accessibility issues that have been encountered while proceeding with the research work. As limited budget has been allocated, the researcher was unable to refer to some highly significant pieces of literatures and data, as it was asked to pay. As a result, the researcher was unable to use the information and data in spite of being highly relevant. Time was another accessibility issue that was encountered while proceeding with the research work. Due to short span of time, the researcher had to rush the study that compromised with the extensive research and data collection ability.

Thus, in this chapter, it can be summarized that the researcher has been successful in shedding light on the various methodological tools and justifying the application of particular research tools that helped in analyzing the impact of communication skills training and development in hospitality sector by referring to Hotel Hilton.

Summary

This chapter allows the researcher in understanding the population and their responses with respect to the topic of the research study. The demographic factors allow in understanding the type of profile that is present in the area, which has been considered as the sample for the study. The responses collected on the variable questions provide a better insight regarding the real-world scenario. The responses that will be collected will be analyzed and proper justification will be provided regarding the survey that has been conducted.

The demographic factors have helped the researcher in understanding the type of population that has taken part in the process of research. These factors enable in understanding the sample that has shown interest to be a part of the research study. From the above data, it can be seen that most of the participants of the Hilton Hotel were males and mostly they belong to the age group of 18-29 and 30-39 years. Most of the employees have a work experience of 4-6 years and the participant mainly belong to the accounting department. It can therefore be stated that most of the employees that are hired by the company are males and belong to the age group of 18-40 years. The work experience shows that they have been loyal to the organization, as they get various opportunities for growth. The accounting department mostly has taken part in the survey, as they feel that training and development is necessary for them due to the intricate calculations done by them.

The participants were surveyed based on the necessity of training and development within the organization on a current basis. It was seen that most of them has agreed to this fact, as training will help the employees in increasing their level of efficiency so that they can have more opportunities of development in the future. The training needs to be provided to employees belonging to all departments, as it is necessary for them to stay updated with the new technologies that are present in the market. The organization currently has to understand the requirement of the employees and the problems that they are facing so that better training facilities can be provided to them. This will result in increasing their level of efficiency within the organization.

The participants were also surveyed on whether the technological advancements within the organization can result in providing better level of training. It was seen that most of the employees have agreed to the fact that technology plays an important role in increasing their level of efficiency. The use of the latest technologies will allow the employees in understanding its usage so that it can be incorporated within the organization. These technologies will help in calculating the data and maintaining a record with respect to the services that are being provided by Hilton. The use of the technological advances will also result in understanding the flaws that are present among the employees so that it can be rectified. This will help the organization is increasing its level of efficiency to a great extent.

Literature review

The participants were also surveyed regarding whether the training opportunities should be given to them during the peak time of the organization. It can be seen that most of the employees have stated that they agree with the fact that the training can be given to them during the peak seasons so that it can enable them in handling the pressure of the customers. The training that will be provided the employees will enable them to understand the needs and preferences of the customers so that they can be provided with the level of services that they expect. This will ensure that the organization functions in a smooth manner that will help in gaining a competitive advantage over the other hotels that are present in the area.

The employees were further surveyed whether the training facilities that are provided help in increasing the balance between the on and off seasons for the organization. It can be seen that most of the employees have agreed to the fact that training that is being provided within the organization will increase the balance, as their level of efficiency will be increased. The provision of proper training techniques will lead the employees to be efficient, as they will be able to handle the pressure within the organization. During the peak seasonal demands, the employees need to work hard and for longer period of hours, as the flow of customers will be more. On the other hand, during the off seasons the employees can complete their work at a faster rate due to the increase in their knowledge and less number of customers. This will enable them in balancing between their work and life in a proper manner.

The employees were also surveyed based on their opinion regarding whether continuous improvement is required within a competitive environment. It can be seen that the participants have stated that they agree to the fact that continuous improvement is required within the organization. Due to the effect of globalization, it can be seen that there are rapid changes that are taking place within the hospitality sector. To maintain the competitive advantage of Hilton, it is important for the organization to arrange effective training facilities for the employees so that it can ensure that they are efficient and can address the queries of the customers. The rate at which the problems and queries of the customers can be solved will allow them to be loyal towards the organization. The increase in the efficiency level of the employees will enable them in handling the requests of multiple customers ta the same time so that maximum services can be provide to them.

The survey was also conducted based on whether the communication skills help in improving the level of performance within the organization. It can be seen that most of the participants have agreed to the fact that increase in the communication skills will enable them to improve their level of performance as well. The training and development techniques that will be taught to the employees will enable them to communicate in a proper manner with their colleagues so that the efficiency can be increased. The communication will take place in a vertical and horizontal manner so that the managers can provide a better level of feedback with respect to the work that is done by them. The horizontal communication will help the employees in delegating the work in a better manner within the different departments. The increase in the communication skills will enable the employees in solving the problems that may be present among the customers within the organization.

Concept of communication skills

The participants have also agreed to the fact that the rate of turnover will be decreased to a great extent due to the increase in their skills. The training facilities that will be provided will enable them to work in a better manner, which will increase their rate of satisfaction towards the organization. This will also ensure that the balance between life and work in the employees is being maintained in a proper manner. The lower rate of employee turnover will also ensure that the company gains competitive advantage in the market where they are operating.

The participants had also agreed with the fact that the training needs to be provided by the experts so that it can ensure that the communication skills can be increased. The experts will have a better knowledge regarding the problems that are present within the employees so that it can be solved in a proper manner. The experts will also have a better understanding regarding the type of training that needs to be provided to the employees so that their communication skills can be increased that will ensure that the organization functions in a smooth manner.

Maximum number of participants has stated that they agree as well as disagree to the fact that the increase in the communication skills results in improving their performance efficiency. This is due to the fact that communication plays an important role among the employees who belong to certain departments. The accounting department needs to have an increased level of communication, as they need to maintain the cash flows in a proper manner. The housekeeping department on the other hand may not take up high level of communication, as their work is restricted and does not include in communicating with the employees of the other departments. Thus effective communication varies according to the departments in which the employees are working within the Hilton hotel.

The participants have agreed to the fact that Hilton needs to develop a user-friendly interface so that it result in increasing the level of communication. The use of a better interface will enable the employees to learn the methods at a faster rate, which will enhance the level of communication. The interface will also ensure that the work is being done in a proper manner so that it can result in increasing the level of efficiency within the organization.

The participants have also agreed to the fact that use of proper communication skills has an impact on the training and development methods as well. This is due to the fact that the improvement in the communication skills will result in better feedbacks so that the problems and queries can be handled in a better way. Hilton will benefit as well, as the level of sales and profits will increase to a great extent.

Conclusion

Thus, it can be stated that most of the participants feel that there will be a positive impact on the training and development due to the increase in the communication skills. The employees will be able to increase their skills and knowledge that will affect Hilton hotel in a positive manner. The improvement in the communication skills will result in handling the customers in a better way so that the level of efficiency can be increased to a great extent.

Concept of training and development

Conclusion and recommendations

Conclusion

From the information obtained from the above-sections, it can be concluded that training and development in the hospitality sector is of utmost significance for ensuring continuous development of the existing skills as well as learning new skills. Having excellent set of communication skills is necessary in the hospitality sector, as this facilitates clear flow of information among the departments, understanding customer perception thereby, proving impeccable service. However, in this study, gap has been identified for Hotel Hilton in conducting effective training and development sessions for improving communication skills for the employees. The hectic work schedules of the employees, dispersed workforce as the hotel has branches around the globe, unable to consider individual learning habits, seasonal demands and performance improvement requirement are the potential training and development encountered while taking training and development sessions for the employees.

Majority of the employees feel that adequate training and development has a positive impact on improving communication skills for Hotel Hilton thereby, influencing them to develop their skills as well as keep them updated for providing excellent service in the hotel. As a result, the employees will be able to increase their skills and knowledge that will affect Hilton hotel in a positive manner. The improvement in the communication skills will result in handling the customers in a better way so that the level of efficiency can be increased to a great extent.

Linking with objectives

Objective 1: To understand the significance of communication skills training and development

Objective 1 is linked with section 2.5 and 2.6 of the literature review. From the information provided in the section, it can be said that training and development is necessary for providing uninterrupted services to the guests. The survey questions under impact of communication skill on hospitality sector highlights the essentiality of communication skills training and development sessions.  

Objective 2: To analyze critically the factors affecting communication skills in Hotel Hilton

Objective 2 is linked with section 2.4 of the literature review section. This section critically analyzes the various factors affecting communication skills training and development sessions in the hospitality sector and is currently encountered by Hotel Hilton. The survey questions under variables questions highlight the factors affecting training and development sessions. From the information obtained from both the sections, it can be inferred that hospitality sector requires excellent communication skills throughout all departments for ensuring effective and impeccable services.

Objective 3: To investigate the issues in communication skills training and development in Hotel Hilton

Objective 3 is linked with section 2.7 in the literature review section that sheds light on the potential issues encountered in the hospitality sector, Hotel Hilton in this case while conducting training and development sessions. The variable questions in the survey questionnaire aim towards findings the potential issues by critically analyzing the factors affecting training and development sessions.

Objective 4: To provide suitable recommendations for improving communication skills training and development in Hotel Hilton

Objective 4 is linked with section 2.8 of the literature review section. This section suggests potential methods overcoming the issues encountered while conducting training and development session in Hotel Hilton. The questions under impact of communication skill on hospitality sector highlight suitable recommendations for mitigating the issues.

Recommendations

Factors affecting training and development

Based on the training and development issues identified, the suitable recommendations are listed below:

Avoiding face-to-face training

Avoiding face-to-face interview will provide an opportunity for the employees to attend training and development sessions regardless of their hectic work schedules. The employees can finish their work and attend training session from home, during weekends and even during leisure and break times.

Using virtual platforms

The use of virtual platforms such as social media, webinars and internet facilities will help in mitigating the training and development issues in Hotel Hilton. The employees can attend training and development sessions irrespective of their location and time thereby, facilitating a free mind for gathering required information.

Considering learning preferences

Not all employees have similar learning preferences when it comes to training and development. Thus, knowing the basic learning preferences that all employees are comfortable with ensures smooth conduction of communication skills training and development programs in Hotel Hilton.

From the study, it could be seen that the research emphasized on male employees aged 18-29 years and 30-39 years with a work experience of 4-6 years in the Hotel Hilton in the accounting department. Thus, in the future, study can be conducted considering the female employees of different age group with different work experience in another department of Hotel Hilton. This will help in understanding the communication skills training and development need for the female employees in other business organizations of the hospitality sector. As a result, the impact of training and development in the hospitality sector can be analyzed for successful customer satisfaction and loyalty.

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