Empowerment Education and Practice in Luxury Hotels of New Delhi, India

Abstract

The aim of this study is to explore empowerment education for employees through training and practice in luxury hotels of New Delhi, India. The literature shows that empowerment is encouraged in the service industry as it has implications for service quality, customer satisfaction and burnout of service staff. This study initiates an attempt in the context of luxury hotels in India to assess employees' perception of empowerment, current training and practice to facilitate hotel operations through provision of quality service and customer satisfaction. A survey is used to accumulate information and data are analyzed using SPSS. The findings show that employees with hospitality educational and training background adapt better in accepting responsibilities and accountability to work towards achieving organizational goals.