الفهرس 
الفصل الاوليوجد فقط 14 صفحة متاحة للعرض العام
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المستخلص
Hotels of all types need to possess skilled and distinguished human resources capable of performing their tasks and roles. Therefore, employee training is one of the important tools in developing the performance and capabilities of employees in the hotel industry, due to its fundamental connection to the level of hotel service provided, and its direct impact on the mental image of hotels. The study aims to analyze the concept of training programs and institutional performance in hotels, measure the impact of training programs for employees in hotels in the city of Petra on hotel performance, and fill the gap and deficiency in previous studies related to training programs and their impact on institutional performance in the hotel sector. This study relied on the descriptive and analytical approach and analysis of the relationships between the independent variable (training programs) and the dependent variable and its dimensions (hotel performance). Data were collected through a controlled questionnaire to answer the study questions through a random sample of workers in four- and five-star hotels in Petra, Jordan, where the number of employees reached 225, and the total number of valid questionnaires reached 185. The first chapter dealt with the introduction through the introduction to the study, the problem of the study, the importance of the study, the hypotheses of the study, the objectives of the study, and defining the limits of the study and the structure of the study. The second chapter dealt with reference studies and was divided into two sections. The first section dealt with hotel training programs by studying the concept of hotel training programs, the importance of hotel training programs, the objectives of hotel training programs, the characteristics of hotel training programs, the requirements of hotel training programs, the stages of hotel training programs, and the types of hotel training programs, methods of hotel training programs, design of hotel training programs, and models for evaluating hotel training programs, while the second section dealt with hotel institutional performance by studying the concept of hotel institutional performance, the importance of hotel institutional performance, determinants of hotel institutional performance, and indicators of hotel institutional performance, Dimensions of hotel institutional performance, approaches to hotel institutional performance, models of hotel institutional performance, methods of measuring hotel institutional performance, and the relationship of hotel institutional performance to training programs. The third chapter dealt with the methodological framework of the study by studying the study methodology, the study sources, describing the study tool, the response scale, testing the validity of the study tool, testing the stability of the study tool, determining the size of the study sample, and the statistical tools used. The fourth chapter dealt with the results and discussion, where the results of personal data analysis, the results of objective data analysis, and testing the validity of the study hypotheses were presented. The fifth chapter dealt with the summary and recommendations, where it presented a summary of the study results and presented the study recommendations. The study found an increase in employee responses to the impact of training programs on the quality of hotel performance with regard to improving the quality of hotel services provided, reducing errors that occur during the implementation of hotel work, reducing customer complaints and increasing their satisfaction. It also showed an increase in employee responses to the impact of training programs on raising hotel services performance efficiency, especially with regard to the proper employment of human resources in the hotel, raising the efficiency of the hotel’s organizational capabilities, the speed of providing hotel services on time, and the optimal exploitation of the hotel’s financial resources. Employee responses indicated the impact of training programs on enhancing the effectiveness of hotel performance, achieving hotel management goals, and improving communication between... Hotel departments, and improving methods for providing supply chains for the materials needed by the hotel, as well as achieving the goals of hotel employees. The employees’ responses reflected the impact of training programs on improving the productivity of hotel performance, especially reducing the time it takes to complete job tasks, reducing efforts to provide hotel services, and reconciling the hotel’s internal requirements. And external needs, and improving the performance of hotel workers. The workers’ responses were high regarding the impact of training programs on increasing the profitability of hotel performance, especially with regard to increasing the experience of workers, which helped in increasing wages and incentives, increasing the hotel’s market share, and reducing the costs of providing hotel services, which is reflected in an increase hotel profits. The results of the study also showed the strength of the impact of training programs on hotel institutional performance in the hotels in the study sample, as it was found that 95% of the changes occurring in hotel institutional performance are explained by training programs in hotels. The results of analyzing the validity of the study hypotheses indicated the presence of a statistically significant effect when... Significance level (α≤0.05) for training programs on institutional performance in the city of Petra, Jordan The study recommended setting specific standards for evaluating job performance and linking them to training programs according to each career path, using modern technological means in training programs with a focus on practical training, case studies and brainstorming to develop workers’ skills, and seeking assistance from specialized training centers in providing training programs inside and outside the hotel.