Predictors of training and job performance of 3-star and 4-star hotel front-line employees

This study highlighted the importance of job performance of front line employees in hotels on performing their tasks. The job performance of front line employees at workplace is important because they are a group of employees that deal and confront with demands and needs from hotel guest that stay at the hotel. Therefore, it is important for the human resources at the hotel to provide training programme for the front-line employees to enhance their knowledge, skills and abilities. The factors that related to conduct the training include training participant, content and method. This study was conducted at 3 and 4-star hotel in Klang Valley area and Sabah state. Out of 400 distributed questionnaires as the main instrument of this study to the sample of front line employees, including food and beverage department, front office department and house-keeping department, only 277 questionnaires were valid for further analyses. The findings of this study were confirmed by IBM Statistical Packaging for Social Science version 20.