Chapter 4- Results and Findings
4.4 Employee satisfaction with training methods and professional development and
Employee’s perception of training methods and sustainable development of workforce was examined by questionnaire (see appendix 4). The aim and structure of this questionnaire was explained in detail in Chapter 3-Methodology. The method of questionnaire was used to anonymously get information from FOH employees to analyze their point of view on current systems of training and investing into them by the hotel. There was a lot of information gained from the interviews with the Training & Development manager and F&B management. In this section, the information about the respondents are given as well as the results of the questionnaire being introduced.
The number of respondents was 30 and there were both females and males. Figure 8 shows the percentage of females and males who participated in this questionnaire. According to this graph, from the total number of 30 respondents, 57% consist of female and 43% of respondents were males, which means that there were 17 females and 13 males.
Figure 9 depicts the age range of respondents. The results showed that most respondents are in the 26-33 age range (16 respondents) which was more that 50% of all respondents, after that there were employees in 18-25 age range represented 27% of all respondents (8 employees) followed by 20% of employees between 34-41 years (6 respondents). There were no respondents in the 42 and more age range.
This questionnaire was designed for FOH employees only but it does not include restaurant employees only. Figure 10 shows the various job positions of respondents. Questions were responded to by waiting staff represented by 16 employees of which 11 were females and 5 males, 7 front desk employees including 5 males and 2 females, 2 bartenders of which 1 was female and 1 was male, 1 doorman, obviously represented by
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male only, 2 guest relations including 1 male and 1 female employees and at finally 2 female concierge representatives.
Figure 8 (left): Sex of respondents on questionnaire (author´s own illustration) Figure 9 (right): Age of respondents (author´s own illustration)
Figure 10: Job positions of respondents (author´s own illustration)
Results showed various opinions between females and males and that is why each graph is divided into 2 categories depicting answers of females and males separately. According to Training & Development manager Ms. Varmužová, female staff members mostly take trainings more seriously and respond better to practicing their skills. That was another reason to show answers of males and females separately and compare the opinion of management with the results from questionnaires.
Results showed that 12 respondents strongly agree with the opinion that they are participating in all mandatory trainings related to their positions (see figure 11). Other 9
18-25 27% 26-33 53% 34-41 20% 42-more 0%
Age of respondents
18-25 26-33 34-41 42-more 11 5 0 5 10 15 females malesJob positions of respondents
concierge guest relations doorman bartender front desk waiting staff
males 43% female 57%
Sex of respondents
males female38
employees answered that they agree and 5 of them somewhat agree. However, 1 respondent said that he somewhat disagree with this statement and other 3 respondents stated that they strongly disagree. According to Ms. Varmužová who stated that all employees must participate in mandatory trainings related to their position, these negative answers are surprising.
Second question was checking the employee’s opinion about the value of trainings and its use in practice (see figure 12). Results showed that more females then males are actually very satisfied with trainings and males mostly somewhat agree with a statement. Only 3 respondents express some kind of disagreement including 2 females and 1 male respondents.
With the third question (see figure 13) respondents were asked if trainings motivate them to improve their work performance. According to results, most answers were positive or very positive. Nevertheless, respondents provided 6 somewhat agree and 5 somewhat disagree answers. Additionally, there was one strongly disagree answer from female respondent.
Employee’s satisfaction with the training methods and content of training programs was analyzed in question No. 4 (see figure 14). 50% of respondents stated that they are satisfied with training methods and the content of training programs given by the hotel. Surprisingly, three females respond that they somewhat disagree with a statement given in this question.
The next question analyzed if the company culture and reputation of the hotel influence work performance and satisfaction at the workplace (see figure 15). 60% of respondents stated that they agree with a statement given in this question and 17% strongly agree. Surprisingly, there was 1 female respondent who stated that she somewhat disagrees with this statement.
Question No. 6 (see figure 16) shows employees´ perception about the management´s systematic care of their professional development and investing into professional growth of personnel. On this question, answers from both males and females were almost identical. 7 males and 7 females answered that they agree with a statement used in this question and 3 male and 3 female answers represented strong agreement.
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Moreover, 2 men and 2 women stated that they somewhat disagree with a statement stated in this question. The only difference appeared because of a higher number of female respondents.
The questionnaire also showed the employees opinion about their empowerment in the decision making process (see figure 17). Answers showed that employees mostly agree or are very close to agreement with a 5 male and 5 female respondents. Additionally, there were also 3 female respondents who stated that they somewhat disagree with this statement.
Employees were also asked if they think that the quality of service in Radisson Blu Alcron Hotel is excellent (see figure 18). Again, this question showed exactly the same answers from both females and males. Despite of 1 female and 1 male respondents the rest of the opinions showed that employees really think that the quality of service in the hotel is excellent.
Question No. 9 (see figure 19) asked employees if they think that the systematic training and developing of new skills influence customer satisfaction. In this question, almost all respondents answered positively. 11 respondents stated that they strongly agree, 13 respondents agree and additionally, 5 females somewhat agree. Remarkably, one female respondent stated that she strongly disagreed with the opinion given in this question. The last question in the questionnaire was about the ideas and thoughts of employees for further possible changes or improvements in training methods or areas offered by the Radisson Blu Alcron Hotel (see figure 20). 9 answers were not specified, 4 respondents stated that they are satisfied with the current system within the hotel and want no changes, 2 answers point out on the great meaning of trainings about the cultural differences that should be taught in the hotel, 3 employees would welcome more wine tastings and degustations, 1 respondent would like to focus more on handling stress situations, 2 employees would welcome special barista courses for restaurant and bar employees, 2 respondents stated that is necessary to improve the quality of ongoing professional development offered to employees, 5 respondents said that practicing communication skills would be a great idea to work on and finally 2 employees stated that they would like to work on their foreign language skills.
40 0 1 2 3 4 5 6 7
1. I am participating in all mandatory trainings related to my position.
males females
Figure 11: Results from question No. 1 Figure 12: Results from question No.2
Figure 13: Results from question No.3 Figure 14: Results from question No. 4
0 1 2 3 4 5 6 7
3. Trainings motivate me to improve my work performance. males females 0 1 2 3 4 5 6 7
2. I think that trainings provided by the hotel are valuable for my job position and it find use in practice.
males females 0 1 2 3 4 5 6 7 8 9
4. I am satisfied with the training methods and the content of the
training programs.
males females
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Figure 14: Results from question No. 5 Figure 15: Results from question No. 6
Figure 16: Results from question No. 7 Figure 17: Results from question No. 8
Figure 18: Results from question No. 9
0 2 4 6 8 10 12
5. I believe that the company culture and reputation of the hotel influence my satisfaction in a workplace and therefore influence my performance.
males females 0 1 2 3 4 5 6 7 8
6. I agree that the management is systematically taking care of employee´s development and investing into our professional growth.
males females 0 1 2 3 4 5 6 7 8
7. I feel empowered in decision making process. males females 0 1 2 3 4 5 6 7 8 9
8. I think that the quality of service in our hotel is excellent.
males females 0 2 4 6 8 10
9. Systematic training and development of new skills influence
the customer satisfaction.
males females
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Figure 19: Results from the last open question of the questionnaire (author´s own illustration)
According to results from the questionnaire, employees are mostly satisfied with the current system of trainings and ongoing development possibilities used within the hotel. Results showed many differences between answers from females and males. However, there were 4 more females from the total number of 30 respondents so this fact needs to be considered as well. In the end, the author finds females more disagreeing at some points which shows that the reality might be slightly different from what the management think it is. According to the Training manager who stated that female’s respond slightly better to trainings and are more willing to learn new things than male staff members who often respond either close to the very positive line or to the very negative line. Males answered mostly close to the positive line but often, their answers were close to the middle and showed that they repeatedly somewhat agreed to statements used in questions. However, despite the results from the questionnaire, there are much more FOH employees working in the hotel and their perception of training systems and satisfaction at the workplace cannot be unilaterally assessed.
On the one hand, the questionnaire showed some gaps in employees perception of the trainings and current educational systems used within the hotel as well as the fact that not all employees strongly agreed that they are participating in all mandatory trainings. On the other hand, results showed that employees are predominantly content
4 9 2 3 1 2 2 5 2
10. What kind of improvements or changes would you welcome in employee training?
(open question)
satisfied and want no changes not specified cultural differences wine tasting stress situation languages ongoing professional development communication skills barista training
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working in Radisson Blu Alcron Hotel, mostly feel empowered in the decision-making process, agree that the hotel is systematically investing into the human factor and are motivated constantly to improve their work performance. Additionally, almost all respondents agreed that a systematic training and development of employees influence the customer satisfaction.