The Impact of Training to Employee Performance in The Hospitality Industry. A Case Study of Grand Imperial Hotel Kampala

ABSTRACT The study investigated, The Impact of Employee Training to Employee Performance in Grand Imperial Hotel from 2005 to 2008. Objectives that guided the study included; investigating the relationship between training and performance, to establish areas of training in order to determine performance, to identify the measures put in place to ensure improved training and performance. The study was both descriptive and analytical in nature where it based on primary and secondary data to establish the magnitude of the study. Primary data based on quantitative and qualitative data designs. Qualitative data designs included; interviews, observation and Focus Group Discussions. Quantitative data were gathered through questionnaires. Documentary analysis was the basis upon which secondary data were gathered. A total of 40 respondents were employed to answer the research questions where random sampling was used in selecting the respondents from a target population of employees in Grand Imperial Hotel. About the findings on the relationship between training and performance; the study reported learning new skills for practice, training for problem solving, helps to discover employee weakness and strength, helps to attain attention and concentration towards work, prepares one for work environment, creation of diversity in work, reported enhance interpersonal acceptance and creates initial impression of the organization to the employee. Areas of training that determine employee performance in GIH; were reported as skills development, improvement in behaviour, attitude and dimensions of work, decision making, new cultures, communication and technological adoption. On the Measures put in place to ensure improved Training and Performance; were reported as understudy assignment, job knowledge tool for skills development, discipline and counseling, performance management standards, lateral transfers, records of critical incidents, compensation administration, employee benefits and exposing them to new culture.

TABLE OF CONTENTS

DECLARATION .................................................................................................... i

APPROVAL .......................................................................................................... ii

DEDICA TIONS .................................................................................................... iii

ACKNOWLEDGEMENTS ................................................................................. iv

TABLE OF CONTENTS ...................................................................................... v

LIST OF TABLES ................................................................................................ ix

LIST OF FIGURES ............................................................................................... x

LIST OF ACRONYMS ........................................................................................ xi

ABSTRACT ......................................................................................................... xii

CHAPTER ONE .................................................................................................... I

INTRODUCTION ................................................................................................. 1

1.1 Background to the Study .................................................................................... 1

1.2 Statement of the Problem ................................................................................... 3

1.3 Objectives of the Study ...................................................................................... 4

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1.3. l General objectives .......................................................................................... 4

1.3.2 Specific Objectives ......................................................................................... 4

1.4 Research Questions ............................................................................................ 4

l. 5 Scope of the St1:1dy ............................................................................................. 5

1. 5 .1 Geographical Scope of the Study .................................................................... 5

1.5.2 Content Scope ................................................................................................. 5

1.5.3 Time Scope ..................................................................................................... 5

1.6 Significance of the Study ................................................................................... 5

l. 7 Limitations of the Study ..................................................................................... 6

1.8 Conceptual Framework of the Study .................................................................. 7

CHAPTER TWO_LITERATURE REVIEW ...................................................... 9

2.1 Introduction ....................................................................................................... 9

2.2 The Relationship between Training and Performance ......................................... 9

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2.2.1 Relationship between an Effective Orientation System and Performance ........ 9

2.2.2 Relationship between On-the-job Training and Performance ......................... 11

2.3 Areas of Training in order to Determine Performance in Organization ............. 13

2.4 Measure Put in Place to Ensure Improved Training and Performance ............... 15

CHAPTER THREE. ............................................................................................ 17

RESEARCH METHODOLOGY ...................................................................... 17

3 .1 Introduction ..................................................................................................... 17

3 .2 Research Design .............................................................................................. 17

3.3 Area and Population of the Study ..................................................................... 18

3.4 Research Techniques ....................................................................................... 18

3. 5 Research Instruments ....................................................................................... 18

3.5.1 Interview ...................................................................................................... 18

3.5.2 Observation .................................................................................................. 19

3.5.3 Focus Group Discussions (FGDs) ................................................................. 19

3. 5. 4 Questionnaires .............................................................................................. 19

3.5.5 Documentary Review ................................................................................... 19

3.6 Sample Design ................................................................................................. 19

3.6.1 Sampling Technique ..................................................................................... 20

3.6.2 Sampling Steps ............................................................................................. 20

3 .6.3 Sample Selection and Size ............................................................................ 20

3. 7 Data Analysis .................................................................................................. 21

3.8 Validity ofData ............................................................................................... 21

3. 9 Ethical Consideration ....................................................................................... 21

CHAPTER FOUR_FINDINGS .......................................................................... 22

4 .1 Introduction ..................................................................................................... 22

4.2 Demographic Characteristics of Respondents .................................................. 22

4.2.1. Categories ofRespondents ........................................................................... 22

4.2.1.2. Interpretation of Findings on Categories of Respondents ........................... 22

4.2.2.3. Analysis of Study Findings on the Categories of Respondents ................... 23

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4.2.2.1. Sex of the Respondents ............................................................................. 23

4.2.2.2. Interpretation of Findings on the Sex of the Respondents .......................... 23

4.2.2.3 Analysis of Findings on the Sex of the Respondents ................................... 24

4.2.3.1. Marital status of the respondents ............................................................... 24

4.2.3.2. Interpretation of Findings on Marital Status of the Respondents ................ 25

4.2.3.3. Analysis Findings on the Marital Status of the Respondents ...................... 25

4.2.4. Levels of Education of the Respondents ....................................................... 25

4.2.4.2. Interpretation of Finding on the Levels of Education of Respondents ........ 26

4.2.4.3. Analysis of Findings on the Levels of Education of Respondents .............. 27

4.2.5.1. Work Experience of the Respondents ........................................................ 27

4.2.5.2. Interpretation of Findings on the Work Experience of Respondents .......... 27

4.2.5.3 Analysis of Study Findings on the Work of the Respondents ...................... 28

4.2.6.1 Age Groups of the Respondents ................................................................. 28

4.2.6.3 Analysis of Findings on the Age Groups of the Respondents ...................... 29

4.3 Findings on the Relationship between Training and Performance ..................... 30

4.3.2 Interpretation of Findings on the Relationship between Training and

Performance .......................................................................................................... 30

4.3.3 Analysis ofFindings on the Relationship between Training and Employee

Performance in the Organization ........................................................................... 31

4.4. Findings on the Areas of Training that determine Employee Performance in

Grand Imperial Hotel (GIH) .................................................................................. 34

4.4.2. Interpretation of findings on the Areas of Training that determine Employee

Performance in GIH .............................................................................................. 35

4.4.3 Analysis of Findings on the Areas of Training that determine Employee

Performance in GIH .............................................................................................. 36

4.5 Findings-on·tlie Measures put in place to ensure improved Training and

Performance .......................................................................................................... 39

4.5.2 Interpretation of the Findings on the Measures put in place to ensure improved

Training and Performance ..................................................................................... 40

4.5.3 Analysis findings of the Measures put in place to ensure improved Training

and Performance .................................................................................................... 41

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CHAPTER FIVE:.SUMMARY, CONCLUSION AND

RECOMMENDATIONS TO THE STUDY ....................................................... 45

5.1 Introduction ..................................................................................................... 45

5.2 Summary ......................................................................................................... 45

5.3 Conclusion ...................................................................................................... 46

5 .3 .1 Relationship between Training and Performance ........................................... 46

5 .3 .2 Areas of Training to determine Employee Performance ................................ 4 7

5 .3 .3 Measures put in place to ensure improved Training and Performance ........... 4 7

5 .4 Recommendation ............................................................................................. 48

5.4.1 Relationship between Training and Performance ........................................... 48

5.4.2 Areas of Training to determine Employee Performance ................................ 48

5. 4 .3 Measures put in place to ensure improved Training and Performance ........... 49

5.5 Areas ofFurther Study ..................................................................................... 50

REFERENCES ................ .' ................................................................................... 51

APPENDICES ..................................................................................................... 54

APPENDIX A ...................................................................................................... 54

QUESTIONNAIRE TO RESPONDENTS ......................................................... 54

APPENDIX B ...................................................................................................... 57

INTERVIEW SCHEDULES FOR RESPONDENTS ........................................ 57

APPENDIX C ...................................................................................................... 58

OBSERVATION CHECKLIST .........•...............•.....•...•.......•...•..........••.........•.... 58

APPENDIC D ..••.•.•.•.•••.•.•...•.•..•.......•...•••....•.•.......•..•.•...•...••...•.•..... 59

LETTER SEEKING PERMISSION TO CARRY OUT THE RESEARCH .•.. 59

APPENDIX E •.•....•.........••.•.....•.•.•..•.•.•...........•............................... 60

MAP OF KAMPALA SHOWING THE LOCATION OF GRAND IMPERIAL

HOTEL ................................................................................................................ 60