To analyse the quality of front line managers leadership skills in relation with training and development in the Indian hotel industry (case study - ITC Grand Chola Hotel)

Abstract

The hotel industry is a service-oriented industry the frontline staff in any hotel play a major role. The frontline managers handle the hotel frontline staff’s, so the leadership skills are very important for the frontline managers in the hotel industry. The reviewed literatures indicate that, the Indian hotel industry is growing and in order to sustain the growth and be competitive in the market, it is very important to maintain and development the precious employees like frontline managers. Also it is said in the reviewed literatures that for hotel frontline managers role the leadership skills are very important and also many Indian hotel companies have training and development for their frontline managers. This research specifically focuses on the quality of frontline managers leadership skills in relation with training and development in the Indian hotel industry. To do this research effectively the ITC grand chola hotel has been taken as a case study and specifically this research identifies ‘do the ITC management training and development program enhances the quality of frontline managers leadership skills and do these skills improve business growth to meet the strategic objectives of ITC grand chola hotels in India. To find out the answer for this research question the four frontline managers of ITC grand chola hotel from Chennai city, India has been interviewed in this research. The ITC grand chola hotel is holding the 2nd rank in Indian hotel industry, so by taking up ITC grand chola hotel as a case study for this research, it will effectively contribute to the knowledge.