Abstract

The main focus of this paper is on a training program for telephone skills that was conducted at the end of January 2019 in a local hotel in Jordan. Depending on the philosophy of this study, choosing a qualitative investigation is appropriate because it examines the informers' position of behaviours and experiences being studied (Dawson, 2002). The research suggests that a limited amount of training program evaluation has a limited impact on performance improvements. A case-study approach was conducted in this evaluation. Besides, the data used for this study is primary in nature, as it reflects the participants' observations (Saunders, Lewis, and Thornhill, 2007) and is based on the subjective qualitative research approach (Greener, 2008). The data collected were based on interviews taken from ten employees and the human resources manager (HRM) of the hotel. According to HRM view, it has been found that the telephone skills training program did have an impact of change mainly on the front office employees. Furthermore, it has been found that training has a sustainable effect and was a motivation by itself for the employees. However, learning processes which were addressed in literature were not considered in this program. Therefore, limited impact on performance and culture was identified. This evaluation attempt is an introduction for future research associated with training programs within the local hotel industry in Jordan.

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