Staff training in hospitality sector as benefit for improved service quality

Ivanka Nestoroska () and Irina Petrovska ()
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Ivanka Nestoroska: Faculty of Tourism and Hospitality-Ohrid, University St. Kliment Ohridski, Bitola, Ohrid, Macedonia
Irina Petrovska: Faculty of Tourism and Hospitality-Ohrid, University St. Kliment Ohridski, Bitola, Ohrid, Macedonia

Tourism and Hospitality Industry from University of Rijeka, Faculty of Tourism and Hospitality Management

Abstract: Contemporary hotel industry is facing many challenges which are closely connected to the changes that occur both in the field of tourist demand and tourist supply. The changes refer to quality of services at first place, since the needs of tourists change rapidly towards higher quality and different products. Having in mind the character of the activities in hospitality industry where a direct contact between employees and guests is necessary for providing and realizing the services, the success of service realization and fulfill guests’ satisfaction depends the most on the employees. Purpose – of this paper is to present findings from conducted research related to the issue of the importance of staff training in hospitality sector as important management activity for improved service quality. Design – of the research is created to present the advantages of staff training programs and the need for continuing training within hospitality sector in the Republic Macedonia for providing services with higher quality and achieve competitive advantage. Methodology - quantitative and qualitative methods, by implementing theoretical and empirical approach through selected methodological procedures. Approach – is focused on two key areas and questions related to those areas: Segments: two groups of hotels and two groups of interviewees for collecting data related to research problem, and Needs: what is the opinion for benefits from staff training for improved hotel’s service quality. Findings – of the research confirmed the importance for appropriate employee structure within the process of providing services. Staff training in hospitality sector is very important for continuous training of currently employed staff, and for new employees, as well. Due to high competition, they need to upgrade their skills, according to the job positions. A scope of training courses includes different programs with wide range of issues that meet industry standards, and can lead to employee’ professional development and improved service quality delivering. Originality – this is the first study of its kind related to the issue of staff training in hospitality sector in Republic of Macedonia.

Keywords: staff training; hospitality sector; service quality; training programs (search for similar items in EconPapers)
JEL-codes: L83 (search for similar items in EconPapers)
Date: 2014-05
New Economics Papers: this item is included in nep-tur
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Published in 22nd Biennial International Congress Tourism & Hospitality Industry 2014, May 2014, pages 437-448

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