The relationship between staff training and service delivery in Chobe Safari Lodge
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The problem that this study examined is that although there are several empirical studies conducted on employees training and service delivery for improved hospitality development, research has scarcely been carried out in Uganda despite the recognition that trained workforce is critical in enhancing hotel competitiveness and profitability. The specific objectives of the study were; to identify the types and areas of in-house employee training offered at Chobe Safari Lodge, to examine the services required for better hospitality service delivery and to examine the influence of training on hotel service delivery. The study was conducted in at Chobe Safari Lodge located in northern part of Murchison Falls National Park in Nwoya district Nwaka Sub County. Data were collected using both open and closed end questioners as well as the key informants interviewed and total of 62 employees of the lodge from different department were involved in the study. Data were analyzed using the SPSS software and that of interviews was studied and interpret then transcribed into text. It was found that Training was received in areas of Hotel general introduction, customer services and departmental guiding reservation services and less training was received in reservation areas. Different types of training reasons and this was done mostly whenever the supervisors recommend about training and immediately they join the job. It was further hospitality services such as food and catering services, presence of quality rooms, better conferences services, and training services for Chobe safari Lodge hotel for its better establishment as hospitality. Lastly the study revealed that training is influential in encouraging self-development and self-confidence of the staff, reduces accidents and motivating of employees as well as communication improvement .It is concluded that training and development have become a vital in the hotels to attain competitive advantages and also for endurance and is the responsibility of all the management, while training leads to changes in work performance, development is the improvement of the human potential. The study recommends that Employers and top management who are making a decision at the hotel should take right measure to facilitate training environment and productive training policies that will give every worker equal opportunity to focus on training and a need to improve on increased the communication between management and employees by getting feedback from employees in order to know what they like.