호텔종사원의 서비스교육평가에 관한 연구: 기대와 성과를 중심으로

Abstract

The purpose of study is to provide suggestions for effective service training programs for hotel employees. For the purpose of the study, with existing studies as the basis, contents of service education programs were evaluated, gained understanding as to the effectiveness of service training, and the difference in quality of service of employee’s prior and subsequent to service training was analyzed. Test subjects selected for the study were employees of a 1st class hotel within the city of Seoul. For analysis of data, paired sample t-test, independent sample t-test and one-way ANOVA were performed. The study presents necessity of service training in the hotel industry and it is expected to help for service training evaluation.