EVALUATING THE INFLUENCE OF EMPLOYEE TRAINING ON PERFORMANCE AND SERVICE QUALITY IN THE HOTEL INDUSTRY

Employee training is a strategic driver of hotel performance, service quality,
guest satisfaction, and staff retention. This reviews contemporary evidence on
how different types of training technical/IT, soft skills, cross-training,
leadership and compliance training influence employee capabilities,
motivation, and organizational outcomes in hotels. It synthesizes empirical
findings, practical implementation lessons and suggested evaluation metrics,
and provides recommendations for hotel managers and educators designing
workforce development programs. Key takeaways: training raises operational
competence and perceived service quality, soft-skills and leadership training
improve guest-facing outcomes and team cohesion, technology (PMS) training
is essential for Front-office effectiveness, and continuous and well-targeted
training helps reduce turnover and builds resilience in crisis contexts.