Training needs analysis of the hospitality staff : a case study on China Town

Abstract

Service quality is an intangible and elusive concept. It is basically the judgment of a customer about a restaurant’s excellence. The customers can differentiate between different food and beverage outlets in the market based on the experience they’ve had at each outlet and if the services were better than their actual perception. The objective of this project is to uncover the reasons behind the recently increasing customer complaints at China Town related to service quality and in the process have the training needs of the staff highlighted including other factors that haven’t been discovered as yet. The aim of this research is to facilitate the management in identifying the existent service related issues and how to resolve them. It is relevant to mention here that this project will serve as one of the first few studies in the restaurant industry of Pakistan and shall be of huge assistance to anyone intending to go deeper into the Training and Development needs for the employees in a Food and Beverage setup particularly with respect to our country.