Abstract: Training is usually referred to as the methods used to give new or present employees the skills needed to perform specific jobs and to be able to provide that level of training there are several activities that must take place within an organization . “The first step in training is to determine what training, if any, is required”. Before any training can take place, there is the need to analyse what needs to be included, the evaluation of what skills are needed to perform a job and also the assessment of the skills employees already have. The gap that exists between the two becomes the subject of training. An employee is the biggest asset in almost every service industry. By showing a clear career growth path to an employee, and training him to achieve those meaningful goals, supplemented by monetary compensation and job satisfaction always goes a long way to retain them. In today’s world of commerce, training techniques have metamorphosed. The emphasis leans towards improving holistic behavioural trends and technical skills, given more exposure at an early stage. To supplement this, several mode of transferring training programmes such as corporate trainers, role-playing, case studies, practical drills, situational handling skills, etc come into play . Hospitality sector is growing at a very fast rate in Sekondi/Takoradi, Ghana and managers require huge range of competencies such as, people management, viable skills, business insights, analytic skills, succession planning, and resource development in order to get success in this sector. Furthermore, employees are not enough trained on business etiquettes, courtesy, and business communication. Generally hospitality is all about handling people, so an employee coming into contact with all categories of people must have right attitude, tolerance, and listening skills in order to move up the hierarchy as an employee as well as move the company. For effective and sustainability of performance there is the need for training in empowering the workforce to be creative and innovative. When employees are properly trained, it aids in the productivity, profitability or survival of businesses in the present competitive business environment. The purpose of the study was to evaluate the training needs of front office personnel in some selected lodges in Sekondi-Takoradi. The objectives identified the training needs of front office personnel, found out the importance of these training programs, assessed the challenges of the training programs and evaluated the effect training programs had on staff performance. The study was a non-experimental and the targeted population was front office personnel, supervisors and guests of some selected lodges in Sekondi-Takoradi with a sample size of forty respondents. Data was analyzed using Microsoft Excel 2013. The study found that almost half of the lodges that organized training for their staff do not evaluate it, though it has been realized as a useful exercise. The study recommends that hoteliers should ensure that their training programme benefit most if not all stakeholders in order to influence their performance with the training programme.
Keywords: Training, Performance, Management, Employee.
Title: Evaluating the Training Needs of Front Office Personnel in Some Selected Lodges in Sekondi-Takoradi
Author: Adelaide Spio-Kwofie, Bertha Danso, Theresah Ruth Edzii
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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