An Evaluation of a Motivational Training Model in a Four-Star Hotel in Pattaya City

Abstract

The purposes of this study were to examine the underlying features of a motivational approach to hotel job training and to evaluate the effects of a motivational approach to training on staff performance and job satisfaction. The researcher developed a motivational training model for hotel management in a four-star, non-chain hotel in Pattaya City. The researcher’s methodology was research and development (R & D). The process for the development of the training model was the Analyze, Design, Develop, Implement and Evaluation (ADDIE) model. The motivational training model was implemented with a purposive sample consisting of thirty hotel staff from three departments: front office, food and beverage, and housekeeping at the Pattaya City hotel. The data were generated by administering two sets of questionnaires to the thirty participants. The first set was the Job Satisfaction questionnaire, while the second set was the Report of Employee’s Behavior. Both questionnaires were administered before and after the five-day training program. The data completed by the thirty participants were analyzed by descriptive statistics, such as means, standard deviations and percentages, and inferential statistics tests. Comparisons were made of employee job satisfaction with work benefits between the pretest and posttest, or before and after the motivational training program had been  implemented. The results of this study showed that a motivational training model for hotel management contributed to job satisfaction, as well as changing the hotel staff ’s behavior and attitudes. Employees responded more to supportive guidance from their supervisors, rather than instructions. It was recommended that hotel managers should engage in training their staff, not only on hotel standard operating procedures, but also with a motivational emphasis on sustaining employees’ development.