An Empirical Test of Training Outcomes in the Australian Hotel Industry

The purpose of this paper was to empirically test the effective outcomes of a hotel training program. The serviceprofit chain model was used as the theoretical foundation for examining a causal link between the staff performance and the training program conducted in two Hotels. The method involved a regression analysis to test the level of influence of the training and other variables on staff performance. The findings were that there was a statistically significant difference in staff performance due to the training. A suggestion for future research is to examine outcome measures using random samples of hotel guests. The practical implication for HRM practitioners is that the method is easily replicated to provide objective evidence that can validate the outcomes from training programs.

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