THE ROLE OF TRAINING STRATEGIES IN IMPROVING THE QUALITY OF HOTEL SERVICES(A FIELD STUDY OF THE MANSOUR MELIA HOTEL)

Abstract

The research aims to test the role of the training strategy in its stages (strategic analysis, formulation of training strategy, implementation of training and evaluation strategy) in improving the quality of hotel service in Al Mansour Melia Hotel. The quality of hotel service and the importance of the research lies in the importance of its variables, as the training strategy works to provide human resources with skills and capabilities that contribute to changing their behavior and improving their performance، which leads to improving service quality, which is what the research organization seeks. The researcher adopted the descriptive-analytical approach, and the questionnaire was adopted as a main tool in data collection، as it was distributed to an intentional sample of (55) respondents, represented by the general manager and his assistants، heads of departments and officials of the people of the organization in question. A set of results have been reached, the most important of which is the existence of a role for the training strategy in improving the quality of the hotel service, and based on these results, a set of conclusions was reached, the most important of which was the lack of interest of the management of the organization in question in the evaluation stage compared to the rest of the stages. Information about the training implementation process. The researcher also reached a set of recommendations, the most important of which was the interest of the management of the organization in question in the evaluation stage to determine the extent to which the trainee acquired knowledge, skills and abilities after the end of the prescribed training period by adopting the method of comparison between the trainee’s performance before and after the training process. Keywords: Strategy, Training, Service Quality, Hotels