The Hotel Manager, Carmen Blake is a graduate of the University of Technology, Jamaica - B.Sc. in Hotel Management and she is supported by the Department Heads. This is Ms. Blakes first role as a Hote Manager at this level, having worked in the hospitality industry for the past four (4) years, prior to this job. She has been with the company for the past two (2) years. Some functions of the hotel are outsourced - to include marketing, payroll and accounting. The strategic direction of the hotel is formulated by the Head Office in London and the local hotel executes directives given by the Head Office, many times with limited input re the decisions taken. It is critical that these issues are addressed immediately as the hotel revenue is mainly generated through its food and beverage services and hotel services offered and other amenities provided. There are several new hotels proposed to be built in the area and the country that will be competing with the Hotel, and currently the hotel is paying its staff members at market rate (for some) and below market rate for others. This is becoming an area of concern for staff members. Elite Hospitality Services aims to elevate its service standards through targeted training interventions, and as such is seeking to engage with a renowned Training and Development Consultancy Group to assist with eliminating the current issues they are confronted with. The hotel. The aims to solidify its position as a premier luxury hospitality provider, ensuring an unparalleled experience for every guest.

Our objectives are:

1. Ensure that every team member can proficiently communicate through both face-to-face and online channels, as evidenced by 100% of all team members effectively utilising communication tools and methods within 2 weeks.
2. Ensure that new employees are trained to work together on projects across departments using shared project management software, with the goal of meeting 80% of project objectives within an established timeline of 2 weeks.
3. Provide team leaders in all departments with conflict resolution strategies to use during team disagreements, aiming to reach positive resolutions in at least 70% of cases within 2 weeks.
4. Teach team members from different departments how to use problem-solving methods to tackle project obstacles that demand a range of expertise, aiming to enhance problem-solving speed by 25% in 2 weeks.
5. Maintain a uniform level of customer service from all team members in client-facing positions throughout the entire customer journey, with the goal of boosting customer satisfaction ratings by 20% in 2 weeks.

Question

Defend the evaluation methodologies that will be used, also using Kirkpatrick's theory to guide the evaluation decisions. (10 marks)

Use the text to book Employee Training and Development Fifth Edition Raymond A. Noe to answer it