Investigating the Effects of Using Simulation Training on Hotel Front-Office Employees’ Performance

Abstract

Human performance in hospitality organizations is affected by various elements; one of these elements is employees training. One method of preparing employees to business world complexity could be incorporating simulation training into their training. Simulation training is defined as a micro world where employees can participate through experiments, testing strategies, and doing their best for achieving the better understanding of the aspects of the real world. This paper aims to investigate the effects of using simulation training on hotel front­office employees’ performance through using data gathered from five­star hotels. The study employed a self­ administered questionnaire consisted of 30 items. The items are divided into seven groups. These groups are categorized for seven variables: knowledge application (KA), employees experience (EE), teamwork (TW), employees interest (EI), problem­solving (PS), decision making (DM) and job performance (JP). The second section asked employees for profiling information (e.g., gender and age). Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were applied to test a hypothesized model. Findings reflected that simulation training has positive effects on employee performance in five­star hotels.