Impact of Employee Training Programs on Service Performance in Restaurants

Abstract

Purpose: The aim of the study was to assess the impact of employee training programs on service performance in restaurants. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study indicated that trained employees are more adept at handling customer complaints and special requests, leading to a more seamless dining experience. Moreover, training fosters a sense of confidence and motivation among staff, reducing turnover rates and promoting a more consistent service quality. Effective training programs also contribute to higher operational standards, ensuring that health, safety, and hygiene regulations are meticulously followed. Consequently, restaurants that invest in comprehensive training programs for their employees often experience increased customer loyalty, positive reviews, and overall better financial performance. Implications to Theory, Practice and Policy: Human capital theory, resource-based view (RBV) and social learning theory may be used to anchor future studies on assessing impact of employee training programs on service performance in restaurants. Restaurants should adopt a culture of continuous training rather than one-time initiatives. Local governments and industry bodies should develop policies that incentivize restaurants to invest in employee training. This could include tax breaks or grants for establishments that demonstrate commitment to staff development.