A Delphi Study to Determine Future Service Training Needs of XYZ Restaurant Company

Abstract

XYZ restaurant has only followed an informal approach to service training programs which an analysis is necessary for future service training that follows a formal instructional system design model. The restaurant uses informal on-the-job training to provide knowledge, skills, and attitudes to perform service jobs (Kirkpatrick, 2010). There is a need to conduct a formal analysis in order to create service training that follows formal instructional system designs in order to evaluate the performance of employees and the corresponding results (Kirkpatrick, 2010). The goal of the study is to analyze the future restaurant service training needs for XYZ restaurant company by improving the reaction, learning, behavior, and results of service training programs. Through the Delphi study analysis, future restaurant service training can be restructured and modified to meet the projected needs of the restaurant. A goal of this study to improve the transfer of knowledge, skill, and attitude of restaurant service employees by using Kirkpatrick's four levels as a guideline and with the intent that the program will utilize the levels for evaluation (Kirkpatrick, 2010).