Effect of talent management on service delivery in the hospitality industry: A critical approach to learning and development process

Edward Mwangi Wangechi, Peter Koome and Paul Gesimba
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Edward Mwangi Wangechi: Department of Social Sciences,St. Paul’sUniversity, Nairobi city; P.0. Private Bag, Limuru-00217, Kenya
Peter Koome: Department of Social Sciences,St. Paul’sUniversity, Nairobi city; P.0. Private Bag, Limuru-00217, Kenya
Paul Gesimba: Department of Social Sciences,St. Paul’sUniversity, Nairobi city; P.0. Private Bag, Limuru-00217, Kenya

International Journal of Research in Business and Social Science (2147-4478), 2020, vol. 9, issue 5, 91-99

Abstract: Talent management impacts on service delivery in the hospitality industry. The aim of the study was to assess the effect of learning and development on service delivery in the hospitality industry in Nyeri County, Kenya. The study employed a cross-sectional survey design to determine the relationship between the variables. The target population was 310 employees of three hotels who comprised of supervisors, room stewards, food and beverage managers, waiters, storekeepers, and chefs in three hospitality establishments in Nyeri County. The research used a stratified sampling technique to select 104 participants for the study. The main instrument for data collection was a semi-structured questionnaire. The findings of the study revealed that learning and development have a significant and positive influence on service delivery. The study recommends that organizations should stress and develop robust learning and development interventions to mitigate performance-related challenges, realize the desired quality service delivery and stability, and gain a competitive edge. It is hoped and desired that this journal will lead to a supplementary examination of the beneï¬ ts of this refocus on talent and management, including the development of useful deï¬ nitions. Key Words: Learning, employee development, service delivery, hospitality industry, talent management.

Date: 2020
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