Learning and Development Function in the Premier Hotel - Case Study Example

Table of Contents Introduction 2 Current Situation 2 Identifying the Problems 2 Generating Alternative 3 Predicting Outcome 4 Evaluation of Alternatives 5 Communicating the Result 5 Conclusion 6 References 7 Introduction The report analyzes the problems associated with learning and development function in The Premier hotel faces and looks to provide alternatives and chooses the best one which will help to reduce the risk and ensure that the business is able to carry out its functions and gain effectiveness. Current Situation The Premier which is one of the most renowned hotels in England is facing different issues related to learning and development due to the inefficiency of the staff to deliver superior performance. This has been matched by the fact that the roles within the organization are shared which has further complicated the issues as fixation of responsibility has become difficult. The overall effect has been such that the brand name of the hotel has fallen and requires dealing with the issues so that the hotel is able to regain its lost image and looks to provide services of the highest standards. Identifying the Problems The present situation which The Premier hotel is facing highlights the following problems being faced Increase in the number of complaints being made by the customers as the staff employed by the hotel are unable to understand the customer needs which has led to an increase in the number of dissatisfied customers Staff attitude towards the customer is indifferent as they don’t look to treat customers with dignity and has thereby affected their quality of service Lack of proper training and development to the staff has resulted in the hiring of inefficient staff who are unable to deliver the required duties based on the standards which is required Sharing of roles as both the personnel and learning and development manager is the same which thereby reduces focus and results in the improper delivery standards Lack of standards within the hotel which will determine the minimum level based on which the employees have will have to deliver at the required standards leading to dilution of work and creates a false impression about the quality of work. Generating Alternative The Premier hotel to improve its effectiveness and to ensure that the following alternatives are generated Develop a training program which is specific towards customers satisfactions and needs so that the employees within the organization undergo the required training and are able to bring a change in their attitude through which better service standards can be achieved Differentiating between the role of the personnel manger and the learning and development manager so that the focus of the manager improves on the job which they have been entrusted and will thereby help to improve the final result Look to set a code of conduct which the employees and other managers within the hotel will have to follow so that it will help to determine the manner in which they have to act and will also help to develop the required standards based on which the services provided will be compared. Have a linkage between performance and pay where the performance of an employee is evaluated based on his service quality so that the employees become more motivated to satisfy the customers and look to ensure that the overall process helps to achieve the common goals Predicting Outcome Using the above mentioned alternatives will help to bring the required change which The Premier hotel is aiming at as it will ensure the following changes from the present scenario The satisfaction level of the customers will improve which will thereby transform into increased customers who become loyal to the hotel thereby providing an opportunity to have a pool of loyal customers (Bateman & Snell, 2004) Help to improve the brand image and will ensure that the hotel lives up to the expectation as The Premier is one of the most renowned hotels and will help to ensure it delivers what it promises to its customers (Bateman & Snell, 2004) The turnover rate for employees will reduce as the employees will be motivated to carry out their duties in the most professional manner and since specific training has been provided to the employees it will help to increase the level of satisfaction. The process will help to attract new customers as delivering superior performance based on different parameters will multiply the efficiency and help to attract new people towards the hotel. Evaluation of Alternatives The Premier hotel to ensure maximum effectiveness has to evaluate the different alternatives and look to select the ones which will provide maximum benefit Develop a training program which is specific towards customers satisfactions and needs which will require both on and off the job training which will help to impart the required skills and will help to deal with issue of customer dissatisfaction in the best possible manner (Ahmad & Schroeder, 2003) Differentiating between the role of the personnel manger and the learning and development manager which the organization has already taken Determining a standard which will be used to evaluate the performance of the employee and ensure that compensation of the employee is determined based on it. This will ensure that the employees will have to deliver a high service standard and will be compensated according to it. This will improve the performance and ensure that the hotel achieves better results (Ahmad & Schroeder, 2003) Communicating the Result The Premier hotel needs to look towards providing both on and off the job training to its employees so that the required skills are developed. Along with it the training program should be such that it provides the employees the required knowledge based on which the compensation will be determined and the standards which will be used to measure the performance. This will help to bring the required change in the manner service is delivered and will help to improve the overall satisfaction of customers. Conclusion The Premier hotel thereby has to undergo changes by developing a training program which is specific and helps to bring a change in employees’ attitude so that customer can be better satisfied. This has to be matched by setting high standards so that the overall performance of the organization improves and the hotel is able to deal with the issues it is presently facing. References Ahmad, S., & Schroeder, R. G. 2003. The impact of human resource management practices on operational performance. Journal of Operational Management, 21, 19−43 Bateman, T. & Snell, S. 2004. Management: The New Competitive Landscape. 6th Edition, McGraw Hill, New York Part B 1. Introduction The HR Director at Time to Relax while looking to deal with employees which includes both the new recruits and the old ones will have to develop a training program which looks to identify the different staff and the training process that has to be followed so that better efficiency can be gained. This will require that on the forefront the learning needs have to be identified. Identify Learning Needs While looking to identify the learning needs the HR director has to identify the same for the different staff which have been employed within the organization and are as Line Managers: The HR director has to identify the gaps which exist in the skills of the line manager and have to develop strategies through which the gaps can be filled so that the manager is able to influence others within the organization and carry out the different task which is entrusted on them Employees: The HR director has to identify the gaps which exist in the skills of the employees and have to develop strategies through which the gaps can be filled. This will require different methods and techniques so that the gaps which an individual employee has can be understood so that better techniques can be adopted to fill those New Recruits: The HR director has to develop an induction program which familiarizes the new recruit with the style of working in the organization. This will help to ensure that the new employee feels comfortable with the environment which is present within the organization and is able to work in a manner where he is able to use his skills Job Profile Identifying the different staff that will undergo the required training program the HR director will also help to undergo a process where the job profile is clearly stated and steps are taken to ensure that the employees working under different job profile understands their role and responsibility. This will require a proper the skills of the employees at all levels are matched with the job requirements and profile. This will thereby help to understand the different gaps which are present and will provide an alternative through which the organization will be better placed to ensure the type of training which has to be provided so that the overall skills of the employees develop and the organization is able to perform better. Research The HR manager has to ensure that all the objectives are aligned in such a manner that carrying out the activities ensures that the goals of both the business and the organization are achieved. This will require that both the parties understand the importance of working together and the role they have to play towards the common goal which will help to resolve the differences which crops up. This will also help to ensure that a long lasting positive relationship is fostered which is aimed at developing the overall situation in such a manner those employees are able to carry out the additional roles and duties in the most beneficial manner. The role of the HR department is of high importance as the manager has to understand the fact that industrial relation is a specialized service which will have a positive impact on the organization. This will help to bring the best out of the employees as having a high morale rate will be ensured. The organization based on the relationship will be able to create an environment where positive relations are developed (Bateman & Snell, 2004). This will thereby have a positive impact and will have to bring about the required transformation through which the business will be able to work in a better way. The HR department will thereby have to delegate the roles and responsibilities and have to look towards working in such a manner that the process achieves the desired objectives Training Delivery Standard Time to Relax for their long term success has to ensure that they incline their training program with the objective and strategy that the business proposes to use over a longer period of time. This will help to develop the resources in a better way and will also ensure that the money and effort which is spent on training the employees provides maximum advantage. Time to Relax has to look towards creating a specialized department where they ensure that the department addresses all the issues associated with employees. This will ensure that Time to Relax is able to provide the required training which will help the employees to work with greater efficiency. This will also ensure that the utilization of the equipments improves and the employees will be able to contribute positively towards the long term growth of the organization. This will also help Time to Relax to deal with different legal issues associated with the employees’ termination and selection of employee (Bernadette & Gavin 2005). This will ensure that the employees remain motivated and are able to contribute positively towards the long term growth of both the organization and the employees Evaluation The manner in which the required training has been provided needs to be evaluated and checked again and again by using different methods like group discussion, monitoring, having quizzes and so on. This will help to ensure that the progress is monitored and will provide the required framework through which the overall objective can be achieved. The entire process will look towards improving the process of cooperation and coordination among the employees and others. This will ensure that all people in the organization look towards working together and will keep their personal differences apart. This will help in creating a positive environment where the organization is able to take decisions through which will have to generate new ideas. The implementation of new strategies or change in the business model will be easy as the rate of acceptability will be high among the employees. This will ensure that the employees will be willing to work according to the business requirements. This will thereby ensure that the resources can be used in the most productive manner and will help to create the positivity through which the long term goals of the organization becomes achievable 2. UK NVET Policy highlights that the UK economy is slowly moving towards the achievement of a learning society as the UK society is slowly looking towards understanding the needs and requirements of the employees and looking towards providing the necessary tools through which employees can be retained for a long period of time. Developing a plan which is aimed at ensuring that the turnover rate for employees reduces and the manner in which employees are able to provide benefits towards the organization helps to determine the long term success. UK policies have been developed and changed in such a manner that collaborative interactions are developed between the employer and the employee so that employees are entrusted with additional responsibilities and will provide the required flexibility through which no conflicts takes place (Teicher, Holland & Gough, 2002). This will ensure that employees are provided with the additional authority through which they are able to act in a positive manner and transform the entire process of working. This will lead towards personal commitment of the employees and will look towards long term employee involvement. This will have a positive impact on the organization as it will help to carry out the difficult task easily and will thereby ensure that the organization is able to achieve bigger goals. This has been facilitated by the development of strategies which are aimed at improving the overall quality of training so that better skills can be imparted. This has been matched by the fact that strategies have been implemented to improve the motivation of employees. The fact that motivation has a large role in shaping the performance of the organization and determines the manner in which the organization will be successful will thereby require development of steps through which better efficiency can be achieved. This will also have a positive impact as it will ensure that the top management will look towards taking decisions through which be based on a collective goal and will thereby ensure that the long term potential of the company will be looking at. The UK policy has further been strengthened by the fact that training programs have been developed based on the needs of the employees. This ensures that the incline the training program according to the organization strategy is that it helps the organization to plan for the future. Organization based on it can decide the amount of workforce they will be requiring to carry out their designated strategy. This will help them to select the required manpower early on and will provide an opportunity through which they are able to ensure that they don’t have to deal with an acute shortage of manpower. Training based on line with the business strategy will also help the organization to be able to find out the relative strength and skills that the man force has. This will help them to plan and start early and ensure that they don’t face an acute shortage of man power. This will ensure that the business is able to hire the required manpower early and will help them to carry out their operations effectively without any problems (Jay & Alec, 2006) This process will ensure that employees will be able to understand the business goals better. The fact that having training program according to the business strategy will ensure that the goals are clear in the mind of the employees. This will ensure that their efforts can be directed in the correct direction and there will be little chances of deviating from the actual plan. This will thereby act as a method through which the communication process within the organization will improve and will empower the management and its employees to perform better (Boyer & Lewis, 2002). It has been observed that organization look towards treating employees as one of the resources which is used in the production process and doesn’t look towards providing the required autonomy which thereby reduces the role of employees and binds them from performing the activities as desired. This will thereby require that the management looks towards increased role and active participation of the employees. This will help to formulate better strategies and goals as the employees work close to the field and will provide the required inputs based on which development can be made and strategies developed through which the business is able to achieve efficiency in carrying out its operations. This will help the differences which exist between the employer and the employee will be removed and the entire organization will look towards working as a single unit where better understanding will help to produce better ideas and ensure that the organization is able to perform and deliver better results (Clegg, 2005). Thus, the UK policy looks to provide major changes in the manner employees are treated and looks to identify the different role and importance that employees has. This will help to develop the required infrastructure through which employees are retained for a longer period of time. This will thereby bring the required effectiveness through which the business is able to gain on different parameters and will be able to bring about the required changes through which the performance will be monitored. This will help to save on the resources and will act as a major differentiating force with other (Ahmad & Schroeder, 2003). This will thereby ensure that the overall process is able to garner maximum possible results as it will look towards using the resources in the most productive manner and will ensure that the organization gains. Thus, it is important that the training which the employees undergo is inclines and linked to the organizational strategy as it will benefit the organization is a number of ways and will ensure a long term opportunity of growth for the business which UK has started to use and has looked towards achieving the life long agenda. References Ahmad, S., & Schroeder, R. G. 2003. The impact of human resource management practices on operational performance. Journal of Operational Management, 21, 19−43 Bateman, T. & Snell, S. 2004. Management: The New Competitive Landscape. 6th Edition, McGraw Hill, New York Bernadette, P., & Gavin C. R. 2005. Flexibility, Firm-Specific Turbulence and the Performance of the Long-lived Small Firm. Review of Industrial Organization 26 (4), 415–443 Boyer, K. K., & Lewis. M. W. 2002. Competitive Priorities: Investigating the Need for Trade-Offs in Operations Strategy. Production and Operations Management, 11, 9–20 Clegg, H. 2005. Pluralism and Industrial Relations. British Journal of Industrial Relations, 13 (3), 309-16 Jay J. E., & Alec C. J. 2006. Efficiency, flexibility, or both? Evidence linking strategy to performance in small firms. Strategic Management Journal, 26 (13), 1249–1259 Teicher, K., Holland, I. & Gough, P. 2002. The True Society: The Philosophy of Labour, Jonathan Cape, London Read More