You are here:

Computer-based training in the lodging industry

, University of La Verne, United States

University of La Verne . Awarded


Purpose. The purpose of this study was to determine how often computer-based training (CBT) is used to: (1) train employees in small, medium, and large lodging properties in the United States; (2) identify training technologies, employee categories, and content areas; (3) describe barriers that deter the use of CBT; and (4) identify property demographics, and evaluate the future plans of CBT in the lodging industry.

Methodology. Descriptive research was used utilizing the survey-analysis method. A survey instrument was sent to 750 randomly selected hotels segmented into three groups: small, medium, and large. An initial introductory letter was mailed to each property general manager, followed by the survey instrument, a reminder postcard, and finally, a second letter and survey instrument was mailed to nonrespondents. Data collected were analyzed to determine differences between the three groups. Pearson's Chi-Square Test of Independent Samples was used to test for significant differences at the .05 level where appropriate.

Findings. There was a 32 percent response rate for the overall study. Additionally, the response rate for each group was 52.8 percent for small, 33.2 percent for medium, and 10.8 percent for large properties. Seventeen percent of the overall properties reported using CBT very often and 20.6 percent reported not using CBT at all. Thirteen percent of medium properties and 33 percent of large properties used CBT very often. The front desk was the most common department where CBT was used and room reservations operations was the most common topic taught.

Conclusions. Although the proliferation of technology is expanding in many areas of the lodging industry, the use of CBT is limited in small and medium-sized properties. Large properties use CBT the most, but only in specific departments. The major barrier to CBT use was insufficient funding by property owners.

Recommendations. The lodging industry needs to be further educated in the use of CBT for employee training and its cost-savings benefits. New and expanded job-specific CBT software programs should be created for a wider variety of job classifications. Hospitality schools need to teach CBT development skills, operations, and management to provide CBT training managers for the lodging industry.


Nazarechuk, A.M. Computer-based training in the lodging industry. Ph.D. thesis, University of La Verne. Retrieved March 27, 2019 from .

This record was imported from ProQuest on October 23, 2013. [Original Record]

Citation reproduced with permission of ProQuest LLC.

For copies of dissertations and theses: (800) 521-0600/(734) 761-4700 or