Browsing by Author "Ketem, Hillary Kwambai"

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    Emergency Preparedness for Guests with Mobility Impairments and Frequency of Visits in Five-Star Hotels in Nairobi County, Kenya
    (Kenyatta University, 2025-09) Ketem, Hillary Kwambai
    To attract a wider audience, the tourism industry has become increasingly aware of the evolving needs of vulnerable populations, as well as the importance of adapting services and offerings accordingly. This study aimed to examine the influence of emergency preparedness on the frequency of visits to five-star hotels in Nairobi County, Kenya. The specific objectives were: to identify the types of hazards experienced by five-star hotels in Nairobi City County; to assess the influence of emergency response systems on the frequency of visits by guests with mobility impairments; to determine the hotel sections most prone to emergencies; and to evaluate the relationship between employee emergency preparedness training and the frequency of visits by guests with mobility impairments. Two theoretical frameworks guided the study: The Theory of Time Constraints on Leisure Activities and the Theory of Social Oppression. A mixed-methods research design was employed, targeting all 11 registered five-star hotels in Nairobi County. The study population was employees in the ten five-star hotels in Nairobi City. A census approach was used, involving 10 of the 11 five-star hotels, with systematic sampling determining the sample size. Data collection was conducted using semi-structured questionnaires administered by the researcher. Data was coded and analyzed using SPSS, employing both descriptive and inferential statistical methods. Multiple regression analysis was used to determine the relationships between the independent and dependent variables, with results presented in tables, charts, and bar graphs. Findings revealed that most five-star hotels had not frequently experienced various emergencies. For instance, 54.5% of respondents reported never encountering sniper or hostage situations, while 57.6% indicated that fire outbreaks were rare. Emergency systems such as fire protection, CCTV, alarm systems, and medical alert systems were generally rated as efficient and reliable. Notably, the analysis showed that a one-unit improvement in emergency systems could result in a 0.722-unit increase in visit frequency, all else being equal. Furthermore, most hotel sections—including kitchens, restaurants, bars, lounges, playgrounds, guest rooms, laundry areas, and swimming pools—were reported to have experienced few or no emergencies. However, the parking area was identified as a potential concern. Employee training in emergency preparedness was found to have a positive and statistically significant relationship with visit frequency among guests with mobility impairments (β = 0.595, p < .001). In conclusion, while many areas within five-star hotels in Nairobi County are perceived as relatively safe, parking areas require particular attention. The study highlights the importance of comprehensive staff training in emergency preparedness, particularly in hazard identification and spill response. It recommends that hotel management conduct thorough risk assessments addressing both frequent and infrequent hazards. Emergency protocols should encompass not only high-risk scenarios such as terrorist threats but also less immediate risks like flooding and utility failures