Product details

The case is prepared in the background of hospitality sector in India. It broadly discusses the need of Training and Development of employees working in Five Star hotels in India. Tourism is one of the key drivers of the Indian economy and hotels play a strategic role in encouraging the same. Therefore, employees in luxury hotels need to be trained effectively in order to enrich experiences of guests and tourists. A good experience provided by a hotel to its guests usually ensures repeat business and builds on goodwill and brand loyalty. This case samples the experience of a new recruit, Sunil, who has joined Maharaja chain of hotels. The challenge the recruit faces in his job highlights the importance of training in the hospitality sector. The existing training programme and its various facets are highlighted in the case. The case also throws light upon Rahul’s perception, a trainer at The Maharajah Hotel (the names have been changed to protect confidentiality). Rahul observes Sunil’s guest handling skills and comes to his aid as the guest becomes quite irate with Sunil’s incompetence. He eventually pacifies the guest and offers constructive support to Sunil. He also takes a feedback from Sunil on the existing training programme. Rahul then goes on and suggests changes to make the program more engaging and experiential for future recruits. The case provides readers an insight into the hotel industry and the need and importance of effective training programmes for an enhanced customer experience.