PROACTIVE ROLES AND RESPONSIBILITIES OF THE HR DEPARTMENTS IN STAFF TRAINING AND DEVELOPMENT IN THE FIRST-RATE LUXURY HOTELS AND RESORTS IN BANGKOK

Abstract

Despite the attempts of hotels in improving service quality of hotel staff in Bangkok through training, a number of studies uncovered some undesirable training outcomes derived from an ineffective training process. This research was conducted based on the assumption that it would have been better for hotels in Thailand if they had reviewed active roles and responsibilities in staff training and development practiced by experienced senior HR administrators working in hotels and resorts which were accredited with a five-star rating. The purpose of this study was to determine proactive roles and responsibilities of the HR departments in staff training and development in first-rate luxury hotels and resorts in Bangkok. The research design of this study was a qualitative approach applying Grounded Theory strategy. The participants of this research were 21 directors and training administrators working in five-star hotels in Bangkok. The participants were identified through the means of three non-probabilistic sampling techniques – purposive sampling, theoretical sampling and snowball sampling. The data collection technique was semi-structured interviews. Constant Comparative Method was undertaken to analyze the data. The study reported six active roles and responsibilities in staff training and development that the HR departments of the first-rate luxury hotels and resorts in Bangkok undertook. These were 1) finalizing the training budget, 2) identifying training needs, 3) designing HRD activities, 4) organizing compulsory in-house training programs, 5) assuring the good quality of all in-house training programs and ensuring employees learn with a smooth training experience, 6) assisting techniques for staff performance management and career development. Recommendations and implications based on the findings found in this study were highlighted.