MST-Department of Hospitality Management

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The Effects of HIV/AIDS on Human Resource Operations in the Hospitality Industry. "A Case Study of the Coastal Region of Kenya"
(2007-07) Nzioka, A.M.
There are about 39.5 million people globally living with the human immunodeficiency virus (HIV). Sub-Saharan Africa has the highest prevalence with just over 24 million people who are HIV positive. Kenya has approximately 1.3 million people infected. The International Labor Organization estimates that 28 million workers are HIV positive. Tourism is the second largest industry in Kenya, providing jobs, tax, revenue, and foreign currency to this country. There is no study in Kenya on the effects of HIV/AIDS in the hospitality industry. The purpose of this study was to examine the extent to which HIVIAIDS has affected the human resource operations in the hotel sector in the Coast region of Kenya. The study examined HIV IAIDS related absenteeism, loss of productivity, labor costs, and labor turnover, and their effects on human resource operations in the hotel sector. Stratified random sampling was employed to select 57 hotels out of the 76 classified hotels in the region. Questionnaire, focus group discussion and a retrospective analysis of document were used for data collection. The Spearman Rank Correlation Coefficient, the Pearson Correlation Coefficient and the Chi-Square were used. The results were presented in charts, frequency tables, percentages, and histograms. The Spearman Rank Correlation Coefficient indicated a positive relationship between absenteeism and labor costs. The Pearson Correlation Coefficient indicated a positive relationship between HIV IAIDS related heath care costs and hotels clinic attendance. Significance was accepted at p < 0.05. The Chi- Square Test indicated a X'calculated > X2 tabulated at 95% confidence level and hence rejecting the hypotheses. The results showed that absenteeism due to morbidity and mortality of HIV IAIDS related illnesses was significant. Further operational costs rose from Ksh. 532,000 in 2000 to Ksh.819, 000 in 2004. The death rate rose by 2% between 2000 and 2004 while funeral costs rose by 2% within the same period. Employee absenteeism rose from 1,560 labor days in 2000 to 3,446 labor days in 2004. Hotels experienced attrition in skills, increase in labor costs as well as reduced performance levels. All these affected productivity and profits. From the findings of this study it is concluded that HIV IAIDS appears to have impacted negatively on the hotels in terms of absenteeism of workers, loss of skills and knowledge, increase in operating costs as well as reduced performance levels. It is recommended that all hotels should have well-elaborated HIV IAfs prevention programs and concerted mitigation strategies. The hotels should develop HIVIAIDS workplace policies and intensify awareness and prevention campaigns.
Assessment of domestic tourism among the residents of Nairobi, Kenya
(2011-05-08) Bitok, Jebet Jane
Tourism is an instrument for promoting the economy and livelihood of the people in developing countries, Kenya included. The loss of revenue from the industry in the 1990's had to be made up by involving locals through domestic tourism who unfortunately are not utilizing the tourism products and services well. There is scanty information on the nature and extent of various socio-economic groups who are known to distinguish their status in education and the kinds of goods and services that they consume including tourism. An understanding of the nature and extent of domestic tourism through assessment among residents of Low, Middle and High income estates in Nairobi will guide policy makers to develop effective and supportive policies for domestic tourism marketing strategies. The study was conducted in Nairobi, the Capital City of Kenya. The targeted population was the Low, Middle and High income socio-economic groups. The groups were selected using systematic random sampling technique from the zoning map by the Nairobi City Council Urban Policy Plan (NCCUP). The sample size was determined using Fischer et al formula. Respondents from the three socio-economic groups using cluster random technique were selected for the study. The sample size which responded well was 180 making a response rate of 75 percent which is representative of the sample size. The study adopted a descriptive survey design using both quantitative and qualitative research methods to gather data. The validity and reliability of the questionnaire were tested during the pilot survey. Data were collected using the questionnaires, and the interview schedule. Data were analyzed using the Statistical Package of Social Sciences (SPSS). Descriptive Statistics were used to obtain the mean and mode especially for preference sites. Factors affecting perceptions of domestic tourism were subjected to the Kaiser Criterion principle component (factor analysis) to reduce the number of variables by varimax rotation. Most of the respondents interviewed used most of their leisure time reading (68.9%), followed by 61.7% spending their time indoors and only 22.8% spending their time on domestic tourism. A significant difference was identified between saving for domestic tourism across the economic classes in Nairobi which portrayed significant association with a p-value of 0.015 and the same trend was observed on the amount of money saved. Data were presented in bar charts, histograms and frequency distribution tables. The study of the six residential estates indicates that preferences on tourist attraction sites are controlled by kinds of occupation both economically and socially. Residents have different perceptions on domestic tourism and vest the responsibility for their education and understanding on government and tourist service providers. Respondents are aware they can visit attraction sites and are knowledgeable about the products and services delivered. The preference sites are influenced by demographic factors such as income and level of education. Participation has remained low because costs charged for accommodation and travel was considered expensive by residents.
Nairobi's five star hotels corporate social responsibility programmes and their impact on society
(2011-08-09) Mutimbi, Kathurima Jane
Corporate social responsibility, otherwise known as CSR, has been defined as the continuing commitment by businesses to contribute to economic development while improving the quality of life of the workforce and their families, as well as the local community and society. Studies have shown that businesses can no longer ignore communities within their areas of operations otherwise they risk harmonius coexistence. For many companies, managing CSR is no longer seen as an extra cost or burden. Rather, CSR is increasingly viewed not only as making good business sense but also contributing to the long-term prosperity of a company and ultimately its survival. Being a good neighbour and showing that a business cares for the society on one hand and being a successful business on the other are principles of modern CSR. However, companies that occasionally plan and implement CSR programs without consulting the intended beneficiaries are bound to have insignificant impact within communities. The broad objective of this study was to establish "5" star hotels' CSR programs and their impact on society. The study adopted a descriptive survey research with the target population of 208 that comprised of: "5" star hotel managers, community project managers, and the project beneficiaries. Purposive sampling was on hotel managers, community project managers, nd the project beneficiaries. Data was collected using questionnaires and interview guide. Both open-ended and structured questions were used to collect data from the managers while a semi-structured interview guide was used to collect data from the project beneficiaries. A likert scale, based on the five levels of satisfaction, was used to measure the impact of hotels' CSR on the beneficiaries. Data was analysed using both qualitative and quantiative techniques. The main findings of this study were that the selected hotels had policies on CSR, an indication that they were committed to CSR issues. However, research findings further indicated that hotels preferred to support projects already initiated by the government, churches and other agencies rather than initiating their own. It was also revealed that hotels CSR programmes were donations which were mainly in form of foodstuffs, old hotel linen and utensils, provision of stationary to schools and also refurbishment of school facilities. Although the beneficiaries indicated that they appreciated whatever help they got from the hotels at the time of offer, those needs were only subdued for a short time. The study concluded that although hotels' CSR projects satisfy immediate needs of communities, those projects did not make any long term economic development within the intended communities. Hotels' CSR projects satisfy immediate needs of communities, those projects did not make any long term economic development within the intended communities. Hotels' CSR programs cannot be said to make any significant impact when donations are intermittent and short term based. With regards to this conclusion, the study recommends that only way hotels can be true to CSR philosophy is by making efforts to initiate their own community projects that are sustainable and truly contribute to economic development of the intended beneficiaries.
Assessment of outsourcing decision-making in star-rated hotels in Nairobi-Kenya
(2011-11-07) Marete, Nelly N.; Waudo, Judith; Ondigi, Alice
The emergence of outsourcing service providers in the global market and the rapid development of information technology, has brought about new dimmensions in business management. Non-core activities no longer need to be done within an organisation. These activities can now be handed over to specialist outsourcing contractors whose circumstances allow for efficient delivery at a lower cost. Deciding what represents a core-activity to an organisation , however, is not always an easy task. Nor is the decision the same for all operations. The purpose of this study was to determine trends of outsourcing in star-rated hotels and identify factors that influence the selection of operations outsourced. The specific objectives were to identify the operations commonly outsourced by hotels, determine the factors that influence the decision to outsource sevices, investigate the effects of outsourcing on hotel operations and explore the challenges of outsourcing in hotels. A descriptive survey design was used to assess the factors that influence the selection of operations outsourced. All star-rated hotels in Nairobi were targeted. A stratified random sampling procedure was used to stratify the star-rated hotels into different categories. From the selected hotels, a number of departments were purposively sampled. This gave a total sample of 100 respondents. An interview schedule was used to solicit information from the general managers while a self- administered questionnaire was used to collect data from departmental managers. The data were analyzed using both quantitative and qualitative techinques. Data were presented using tables, graphs and charts. Qualitative data were analysed using narratives and presented in exploratory and discursive form. Chi-square was used to establish the relationship between the operations outsourced and the star-rating of hotels. The findings revealed that the concept of outsourcing was not foreign to hotels as most hotel managers had already embraced it. The most commonly outsourced operations were those that involved non-core activities or the-back-of-the-house activities and those that did not deal directly with the customers, such as maintenance and security. The major factors that influenced the decision to outsource were the need to; improve quality, gain flexibility, cut costs and hence improve profitability. Outsourcing was thus a welcome bussiness concept, but one which could only be undertaken strategically and with caution. The success of outsourcing depended a great deal on the ralationship between the hotelier and the supplier. The study recommended that managers need to determine core competencies that should be kept in-house rather than be outsourced. Outsourcing would be more beneficial if it was given a strategic approach that follows a rational process of decision-making. Hence, the need to align it to the overall cooperate strategy. Managers need to select and evaluate vendors carefully and specify the quality of services needed, in order to avoid disappointments. There should be a proper and well established working framework with policies that govern the whole process of outsourcing.
Gaining competitive advantage for Kenyan hotels through application of information and communication technology: a case study of 2-5 star rated hotels
(2011-12-01) Maringa, Leah W. K.
This study was a response to the present crisis in Kenyan hotels that are threatened by a dwindling international market share. It sought to establish a clear relationship between Information and Communication Technology Application as the independent variable, and Competitive Advantage, the dependent variable. A number of previous studies have suggested that Information and Communication Technology (ICT) can be used as a strategic instrument that enables a company to achieve Competitive Advantage. They assert that E-Hotels enable the industry to retain its market share in a competitive world. In this study the effects of applying information technology on Competitive Advantage were measured through the seven dimensions of the construct, Competitive Advantage Provided by an Information and Communication Technology Application [CAPICTA]. These dimensions are: Primary Activity Efficiency, Support Activity Efficiency, Resource Management Functionality, Resource Acquisition Functionality, Threats Response, Preemptiveness, and Synergy. These seven dimensions were used as a basic framework for this research within which to measure the response of Competitive Advantage in the international market, to the Application of ICT in the Kenyan hotel industry. Information was surveyed in Nairobi city, the Kenyan Coast and Nature Reserves Clusters, using the survey research design. The study used structured interview schedules as data collection instruments. The study focused on 2, 3, 4, and 5-star rated hotels, which constitute a significant 79% of the total number of 2 to 5-star rated hotels in the country. Cluster and stratified probability sampling was complemented with simple random probability sampling. This ensured reliable and valid, as well as representational research. With complex sampling 30 respondents in Management were interviewed from 30 hotels within the three principal tour circuits in the country. Data was gathered in the ordinal scale of measurement and Spearman's rank correlation analysis and its related test of significance were applied appropriately to the data. This study has achieved the objectives set; it established that the seven dimensions of the CAPICTA construct do respond to the Application of ICT in hotels. Their response has been shown to result in improved performance, of the form of more efficiency and productivity in Hotels. This study has also successfully proven the alternate hypothesis, which states that, there is a relationship between the Application of information technology and Competitive Advantage in Kenyan hotels. The analysis confirmed a strong correlation between the response of Competitive Advantage in the seven dimensions of the CAPICTA construct of hotels, to the Application of ICT in hotels, as well as with their star rating or the quality of facilities.
Hospitality Industry Employers' Expectations and Perceptions of Employees' Competences in Nairobi Hotels
(2012-01-30) Kamau, S. W.
The Kenya hospitality industry had evolved to be a major foreign exchange earner up to December 2007 when post election violence made it dwindle. However, as it continues to pick up again there is a need for quality service from the employees. This can be achieved if the employees get quality and relevant training. Unfortunately tourism education and training is a recent phenomenon that has developed in an adhoc manner globally. This has led to many issues being raised such as curriculum relevance. Appeals have been made to the Kenyan government to protect the industry from the falling standards. Furthermore there has been no feedback from the employers to the training institutions. This study aimed at 1) Determining the hospitality industry employers' expectations and perceptions on employees' job performance and competences. 2) Identify the type of training providers employees attended. 3) Establish congruency between skills implemented by training providers and the expected skills. 4) Investigate the effect of employers' perceptions on employees' recruitment and selection. The sample for the study included the eight hotels obtained through stratified random sampling of the 1-5 star rated hotels. The units of observation were the 8 purposively sampled HRMs and 42 purposively sampled HOD from the kitchen, restaurant, front office and house keeping departments. These are areas where employees have direct contacts with the customers and hence have the necessary information. To validate the data 56 employees were randomly sampled, 2 from each department. A structured interview guide was used to collect data from the HRMs so as to get in-depth and reliable information. Semi-structured questionnaires collected were used to data from the HODs while closed and open ended questionnaires were used for the employees. Secondary data was collected from employees records and guests comments cards. A descriptive survey was done and the subjects were, 8 HRMs, 42 HODS, and 56 employees. Chi-square test was used to test the significance difference between the variables. Results indicated that on job training is a recognised mode of training and there was a significant difference between the type of training providers and the hotels classifications where employees were working (p=0.01). Results indicated that, it was only in computer skills where there was a difference between hospitality industry employers' skills' expectations (p=0.04). The results also indicated that some personal skills had greater than 71% relevance while technical skills were rated between 32- 53%. Training providers were more preferred as a training venue than on job training. In addition the results further showed that employers' perception on the training providers affects employees' selection and recruitment as revealed by 69% of the HODs. To test this relationship a multi-nominal logistic regression was done, the overall (p-value = 0.703). The study recommends that the reputable colleges available should mentor the emerging providers so as to coordinate training. Also recommended is a need for academia and industry collaboration. It was also recommended that high quality industry standard should be set and educators should be a step ahead of the industry with inventions and innovations. Finally a professional examination should be introduced and professional bodies formed in order to eliminate ranking and rating of employees.
Factors affecting application of food and bevarage service techniques by public technical institution graduates in five-star hotel restaurants in Nairobi
(2012-04-12) Muchiri, Mary Wangechi
Students who are on industrial attachment in the hotels have expressed concern over under-utilization of the skills acquired as well as being exposed to new ways of performing the tasks. They exhibit low morale after the period due to the disconnect that exists. The government also spends huge amounts of money on human resource and development as well as on physical facilities in training of the graduates. The output is therefore wanting and it handicaps the realization of vision 2030 where tourism is targeted as the third sector to push Kenya to middle income economy. The main purpose of this study was therefore to evaluate the application of food and beverage service techniques taught to public technical institution graduates in the Five Star Hotel restaurants in Nairobi. The objectives were to establish the effects of the relevance of the curriculum on the application of food and beverage service techniques; to determine the effects of technology on the application of food and beverage service techniques; to assess the effects of training methodology on the application of food and beverage service techniques and to establish the effects of level of training of trainers on the application of food and beverage service techniques at the five star hotel restaurants. The study reviewed literature on relevance of the curriculum, level of training of trainers, technology and adequacy of training tools. The population of the study was the food and beverage managers, supervisors and the waiting staff of five star hotel restaurants based in Nairobi. A sample of 50% respondents was drawn using stratified, and simple random sampling procedure from a population, which was heterogeneous. The researcher used questionnaires and observation checklist as data collection tools. The questionnaire was pre-tested to ensure clarity of the questions. Data were analyzed using statistical package for social sciences (SPSS) and Chi-square to test the hypothesis. It was presented in form of frequency distribution tables, pie charts and bar graphs. Under each of the findings, percentages were used to interpret the data. Analyzed data were presented in a research thesis report and submitted to Kenyatta University for academic purposes. It was expected that it would be used for policy formulation, creation of private public partnership and as a' basis for strategy formulation in curriculum development. It was found out that there was a correlation on poor performance of graduates in the hotel restaurant and curriculum taught chi square = 8.84 P = 0.043, similarly there was a high significant relationship between increased service costs due to trial and error and curriculum, chi square = 10.372 p =0.006, loss of jobs in the hotel industry was also related to curriculum chi square = 7.302, p = 0.026, and loss of confidence in the training college was also highly related to curriculum taught and its application. It was concluded that the curriculum taught was not relevant, the technology used in training was obsolete and the training methodology ineffective. The recommendations were that the trainers should be exposed more to the dynamic industry in form of in-service courses and scholarships abroad in order to keep abreast with the fast changing trends.Technology needs to be upgraded in the training institutions as well as in methods of training to help trainees internalize the operations.
Occupational accidents in hotels within Eldoret town, Kenya: awareness and prevention
(2012-04-12) Cherono, Lydia; Mugambi, Rahab M.; Onywera, V.O.
This study is entitled, "Occupational Accidents in hotels within Eldoret Town: Awareness and Prevention". The specific objectives of the study were to establish whether there are policy guidelines relating to prevention of occupational accidents and to check whether legal requirements relating to safety at work are followed; determine the level of awareness of the safety procedures by the staff and proprietors of hotels within Eldoret municipality and to establish preventive measures that are in place to prevent Occupational Accidents in hotels within Eldoret municipality. The independent variables examined were the years worked, type of hotel and level of education while the dependent variables included awareness of staff on safety requirements, policies and accident prevention measures as they relate to the areas of occupational health and safety promotion activities. The study employed the descriptive study design which is the most appropriate in achieving the stated objectives and allows generalization of the results to the population. Data was collected from hotels using stratified and simple random sampling which ensures that all staff from the population had the same chance of being selected and stratified sampling to ensure that cases from the smaller strata of the population are included in sufficient numbers to allow comparison. The study was done in the central business district of Eldoret town in which, 16 hotels from 20 High Standard Lodging House (Hotel D Class) of hotels were studied. An interview was administered to hotel proprietors or the hotel manager to establish accident prevention measures taken by the hotel management as well as the policies put in place to ensure awareness and prevention of these accidents. Staff of various caliber filled questionnaires to shed light on accident prevention measures and awareness. An observation checklist was also used to establish the safety practices of the hotel. The data collected was then used to establish the extent to which accidents occurred, state of awareness and prevention measures that were undertaken by the hotels. The data was then transcribed and content analysis (identifying, coding, and categorizing the primary patterns in data) done. Thereafter the data was organized in tables and analyzed using the SPSS data analysis programme. Major findings were that though most hotels had safety policy statements, most staff were unable to outline them and worse still were not aware of safety procedures, policies and laws governing hotels. Training was considered as one of the methods of ensuring prevention of accidents. Although risk assessment audits were done regularly, most hotels had no system of reporting risks, hazards and accidents. After correlation, it was found that the awareness of safety rules/policies/regulation are influenced by education levels 'of the staff and not necessarily the working year/experience meaning that staff get OHS information mainly from formal professional education rather than at the work place. In conclusion, most hotels neither had guidelines for preparedness for emergencies or a system for reporting hazards and accidents and the staff were not aware of safety regulations, safety procedures and policies or laws governing the hotel industry. On the other hand preventive measures put in place included training, availing necessary equipment and disciplinary action. Recommendations included providing clear policies on safety procedures in the hospitality industry and training staff on these policies to create awareness.
The effects of alcohol and drug abuse on work performance of employees in selected star rated hotels at the Kenyan Coast
(2012-04-12) Agumba, Winfrida Milly; Moni Wekesa; Judith Waudo
Alcohol and Drug abuse at the workplace poses a great challenge to the growth and 'development of the hospitality and tourism industry in Kenya. Presently, about 200 million people or 5 per cent of the world's population aged 15 to 64 use drugs. In Kenya it is estimated that 5,835,007 of the youth population abuse drugs. This study sought to assess the effects of drug abuse on work performance of employees in selected star rated hotels at the Kenyan Coast. The objectives of this study were to determine the extent to which drug abuse influences: workplace absenteeism, accidents and the level of job productivity among employees in the hotels. The study adopted a descriptive survey design. A random sample of 373 employees and 25 managers was drawn from 25 randomly selected hotels. Primary data were collected using a questionnaire, interview schedule and Focus Group Discussion. Secondary data were collected from documented information to supplement the primary data. Data were processed and analyzed qualitatively and quantitatively. Quantitative analysis used descriptive and inferential statistics with the aid of a computer programme - Statistical Package for Social Sciences (SPSS) version 15. The study findings indicate that there was a significant relationship between the frequency of use of drugs and extent of absenteeism among employees (i = 28.00, P = 0.000 < 0.05). Consequently, drug abuse - related absenteeism due to lost man hours and labour days costs the employers Ksh. 8,100,000 per year. There was also a significant relationship between the frequency of use of drugs and frequency of accidents among employees (i = 18.619, P = 0.001 < 0.05). Forty point one percent respondents reported average accidents at the workplace as a result of alcohol and drug abuse. The results further revealed that the twenty five hotels spent Ksh. 1,250,000 on workman's compensation due to drug abuse -related accidents at the workplace per year. There was no significant relationship between the frequency of use of drugs and level of job productivity (i = 8.154, p = 0.086 > 0.05). From the fmdings of this study, it is concluded that alcohol and drug abuse impact negatively on the hotel employees in terms of direct and indirect costs. In view of this, the study recommends that there is need for the hospitality and tourism industry in liaison with stakeholders to institute stringent policy mechanisms and capacity development programmes to curb alcohol and drug abuse among hotel employees.
Assessment of the labour turnover and wastage levels in three to five star-rated hotels in Nairobi, Kenya
(2012-04-12) Kung'u, Samson Kuria; Mwangi, Peter Wanderi; Alice N. Ondigi
Labour turnover represents direct cost to organizations. It affects organizational growth, profitability and customer satisfaction. The purpose of this study was therefore to establish internal and external causes labour turnover levels, determine labour turnover levels as well as to determine labour wastage levels in three and five star-rated hotels in Nairobi city. Nairobi city had 7 hotels classified as three star and 9 hotels classified as five star- hotels. The study adopted descriptive survey research design. Simple random sampling method was used to pick respondents for this study. Subjects for this study included 16 Human resource managers and 493 non-management employees working on permanent basis in the selected hotels. This study therefore involved a total of 133 permanently employed staff working in these star-rated hotels. Data from the respondents were collected using both structured and unstructured questionnaires.Descriptive statistical tools such as, means, standard deviations ratios, percentiles and correlations were used to present the study findings. The results indicated that labour turnover was higher (68%) in three star-rated hotels compared to 13% in the five star-rated hotels. The results also indicated that training, experience, age, promotion and the hotel star-rate were key factors in determining the labour turnover. The results indicated that labour wastage due to job transfers and resignations within 12 months had a mean score of 5.0, slightly below the industry'S mean score of 7.0. Subsequentl y, unfavo rable working conditions, long working hours with minimal pays and poor employees training policies were the main causes of labour turnover in both hotel categories under the study. The results also indicated strong positive Pearson product moment correlations among the employment duration, number of years worked, experience and job change which ranged from -.652, .867 where p<.OI. The study therefore recommended that, the management in hotels to initiate employee' retention programmes as human capital is the most valuable ,asset of all organizations. Additionally, the management to review the employees' ,welfare conditions such as giving better salaries, introducing flexible working hours to 'hotel employees in order to balance individual work and personal life; among other incentives. The study further recommended improvement of the working conditions in the hotel sector in order to boost employees' morale as these are the ingredients to employees' commitment to the organization. The study further suggested that a similar study needs to be carried out at a national level to determine labour wastage in all starrated hotels in Kenya.
Assessing compliance with food hygiene requirements among urban and sub-urban classified hotels in Bauchi State, Nigeria
(2012-04-12) Olaitan, Esther Adebitan
The hospitality industry being allied with public health through the provision of food and drinks is guided by a number of food safety regulations among which is the Food Safety Act (1990) with the aim of safeguarding consumer health. Studies show however that despite the existence of these regulations and the powers conferred on relevant regulatory bodies to enforce compliance, food hygiene infractions exist amongst hotel operators with all its attendant negative implications. The study aimed at establishing levels of hotels' compliance with food hygiene regulations as well as examining the level of commitment of regulatory agencies in maintaining standards of food hygiene and sanitation in urban and sub-urban classified hotels in Bauchi metropolis through enforcement and supervision. The objectives were based on establishing the level of awareness of the sanitation laws and regulations in Bauchi state by the hotel operators, to determine the level of compliance of hotels to sanitary laws, and find out if regulatory agencies carry out their statutory role of enforcing compliance to sanitation standards effectively. The study was limited to the urban and sub-urban classified hotels in Bauchi metropolis. The diagnostic survey design was adopted and a census population was used for a reliable result. Structured questionnaires were used to elicit information from the sixty-six respondents drawn from the hotels and regulatory agencies strata of the population. Observation checklist was also used to assess premises' sanitary conditions of the hotels. The quantitative data collected was edited, coded and organized into appropriate themes. Data were analyzed using Statistical Package for Social Science (SPSS). Data was described using measures of central dispersion and tendency, frequency distribution tables and percentages. The one-way ANOV A was used to test for differences among the means of, and to analyze the total compliance scores of the eight hotels used for the study as regards all the 24 conditions ·of hygiene and sanitation that the regulatory agencies had scored them, based on a Likert scale with 5 points (5-Very Good, 4-Good, 3-Average, 2-Poor, and IVery Poor). A score between 24 and 56 implied Low Compliance, a score between 57 and 89 implied average compliance and a score between 90 and 120 implied high compliance. Chisquare was used to establish relationship between dependent and independent variables. All the significant tests for the hypotheses were at 95% confidence level (p< 0.05). The study findings were that all the hotel operators in Bauchi are not aware of the National Environmental Health Practice Regulations on food hygiene and sanitation guiding their food business operations, that the level of compliance with hygiene and sanitation regulations were below the average scores of between 57 and 89, and that there was no relationship between enforcement and compliance with sanitation standards in Bauchi. An exploratory analysis of other factors that were responsible for hotels' good practices including compliance with regulations revealed that there is a direct relationship between professional qualification of hotels' units' heads and the hotels good practices. The study recommended an inclusion of and an emphasis on the regulations that guide hotel operations in Bauchi in hospitality courses curricula and a mandatory course on food hygiene and sanitation for prospective hotel entrepreneurs as a prerequisite for obtaining license for all food businesses in Bauchi.
Shompole eco-lodge's influence on community development in the Magadi Region, Kenya
(2012-12-03) Musau, John
The tourism industry has been recognized as a major industry which could help in development and poverty reduction in Kenya. This is especially through ecotourism and community-based tourism enterprises which can ensure that the local communities benefit. The purpose of this study was to explore the value of the Shompole eco- lodge to community development and how the lodge's presence has improved the livelihoods and the attitudes of the community towards wildlife conservation. The study sought to establish the economic contribution of Shompole Eco- lodge to the local community; assess the contribution of Shompole Eco-lodge to the local people's welfare and; find out the local community's attitudes and perceptions towards conservation of wildlife in the Shompole group ranch. The study adopted a descriptive survey design that allows qualitative and quantitative methods of data collection and analysis. The study findings indicate that Shompole Eco-lodge has on average benefited the community economically, socially and environmentally. The economic benefits include direct income, employment and support of community projects. Socially, the Shompole trust supports schools in musical festivals thus preserving their culture. Environmentally, the community has benefited from projects initiated by the Eco-lodge such as the set up of a conservancy and provision of water and grass which has also contributed to the reduction of their vulnerability to drought. The benefits have however been mostly communal benefits to a larger extent such as schools and health centre with little benefits accruing at individual and household levels. In addition, challenges related to leadership, governance and local politics were observed to be a major challenge affecting community participation and benefit sharing. The study concludes that, though the Eco-lodge had benefited the community. There is however a great potential for the Eco-lodge to provide win-win outcomes for both the community livelihoods and conservation. This can be achieved if among other things, issues of governance, leadership and local politics are addressed. The study recommends that the various stakeholders especially the government, local community and the private sector to work together to ensure sustainability of the Eco-lodge and the ecosystem.
Factors Hindering Kawiru Community Participation in Tourism Development in Meru National Park,Meru County,Kenya
(2013-03-20) Muthuri, paul m
This thesis examines reasons why Kawiru, a local community living around Meru National Park does not play an active role in tourism development despite being a key stakeholder in the conservation and tourism agenda of MNP. Local community involvement in tourism activity is a pragmatic approach that endeavours to link the development of sustainable tourism to the cause of alleviating poverty and improvement of local community livelihoods. The UN Commission on Sustainable Development in the Local Agenda 21 maintains thaiif industry and government are to protect and sustain the social, cultural and environmental wealth that attracts tourists, they must build more ambitious and committed partnerships to plan, manage and invest in this wealth. In the National Tourism Policy document, the Kenya Government acknowledges that due to historical inequities in the tourism industry, local people living in tourist host communities have rarely been involved in sharing of benefits or planning of tourism activities taking place within. their community. In view of the challenges posed by poverty especially in the rural areas of Kenya, and the fact that tourism can effectively be used as a tool for fighting poverty, the objective of this study was to understand reasons why local communities living around Meru National Park are not able to take part in tourism happening in their locality with a view to generating knowledge that could inform initiatives aimed at enhancing local community participation in tourism development. The area of study, Meru National Park, and the target population of Kawiru Community was purposely chosen for the t.:~asonthat MNP is a premier park established in 1968 and the residents of Kawiru community are the immediate park neighbours situated along the main tourist route leading t~'the park. The research was designed as a cross-sectional descriptive study which employed both qualitative and quantitative methods. Questionnaires, face to face interviews and photography of features relevant to the study objectives were employed as data collection methods. Since data collected was mainly qualitative, thematic data analysis aligned to the research objectives was the preferred analysis method. The findings were projected to have a far reaching impact in stimulating among other things, formulation of a Community-based tourism policy to provide a framework for encouraging and guiding local communities to access opportunities in tourism development and share in the benefits of tourism activities taking place within their community. Specifically, the study found out that for local people to benefit from tourism development in their neighbourhood there is great need for aggressive awareness campaigns to educate the community on the importance of tourism as a viable economic option at the local level. Therefore, the study recommends sensitization of community members by the relevant stakeholders on the benefits of conservation and tourism and the role they can playas individuals and as a community in tourism development.
Community Based Tourism Programmes Entrepreneurial Performance and Capabilities in Arusha,Tanzania
(2013-03-21) Mollel, Dud Ng'ida
This study aimed to investigate entrepreneurial performance and capabilities for community based tourism programmes (CBTPs) and their supply chain businesses for communities located at close proximity to protected areas in Arusha, Tanzania. Specifically, the objectives were; to establish the CBTPs value chain and entrepreneurial intensity, to relate skills and resources with performance and to identify government related factors affecting community based tourism (CBT). Cross sectional sutv~ey design using both qualitative and quantitative paradigms. Cultural .,', practitioners were the study population. The sampling procedures included a multistage, probability, purposive and snow ball. Information was gathered from a sample of 210 respondents using both primary and secondary data sources. Both dependency and interdependency multivariate analytical techniques were used in data analysis. While independent variables were a set of entrepreneurial skills and local resources, dependent variables were sales and employment trends in the past three years. To overcome confounded effects on variables, Government factors were included in the scope. To examine the existing correlation between skills, resources and performance, correlation analysis, multiple regression, factor analysis were executed. It was found that CBTPs at close proximity to protected areas in Arusha have abundance of natural and cultural heritage that can provide unique experiences to tourists. The majorities of CBTPs depend On.inC:9J;l~,istemntembers and are owned by few individuals which lead to questions whether they. benefit the majority of local communities at the f" _~ ' destinations. There were no' dear entrepreneurial capabilities and the essence of CBTPs' performance as a pr,ocess of entrepreneurship is somehow debatable. It was found that entrepreneurial skills and CBTPs' performance were not positively related. At p = 0.01, organizing skills (beta = 0.197; t = 2.047) and managing skills (beta = 0.227; t = 2.785) were found to be significant predictors of performance. It was revealed that the owned local resources by the CBTPs at close proximity to Protected Areas in Arusha were positively related to the programmes' performance. The Cronbach alpha for government policies was high (0.767) with a correlation coefficient of 0.221 at p = 0.01, implying that they have a significant influence on CBTP development. Government involvement in CBT was seen as being driven by realization of existing potentials for more revenue collection. It was recommended that CBTPs owners have to be supported in terms of; programmes start-up and incubation, strengthen local institutions so that realized benefits may conform with ownership structures, collaborative networks, education and training so as to be empowered to realize their potentials by starting with mass awareness creation, CBTP demand creation, ability to compete with formal operators, human-wildlife conflicts, image and commodification challenges. Suitable and coherent policies that illuminate the whole tourism industry are crucial for successful performance of CBTPs.
Hygiene Practices in Urban Restaurants: Investigating Possibilities of Introducing HACCP Systems in Thika Town
(2013-08-14) Kisembi, Raphael Muinde
The restaurant food sector has experienced significant growth in the past few decades due to population growth and rapid urbanization. Despite the economic benefits of the sector, it has been recognized as a potential hazard to public health when food is not well-prepared. The purpose of this study was to examine hygiene practices and the possibilities of introducing food safety assurance systems based on scientific methods to enhance food safety in urban restaurants. Whereas the science of sanitation has changed in a global context, very little has changed in sanitary and food safety practices in developing countries like Kenya. The need for the study arose from lack of evidence on the food hygiene and manufacturing practices, food microbial contamination levels and the possibility of introducing HACCP as a quality assurance system in urban restaurants. The study adopted a descriptive survey and experimental design. Systematic random sampling was used. Data for the study was obtained from a random sample of 137 restaurants out of the representative total of 298 formal restaurants in Thika town. Data collected were analyzed using descriptive and inferential statistics and the results presented in pie charts, tables, graphs and percentages. SPSS and One-way analysis of variance at 95% level of confidence interval was used. A survey questionnaire was used to collect data on food hygiene standards and opinion of the staff on the desirability of introducing a HACCP system in (30) thirty restaurants. The Staphylococcus aureus, Aerobic plate counts and Escherichia coli microbial levels were established in various foods, water and other surfaces. Total plate counts (TPC) was below 105CFU/g in all the seventeen (17) samples. The mean total plate count was high in nyama choma, work surfaces and passion juice while the lowest was in chips, plates and fruit salad. 63% of the business operators had some knowledge on food quality, only 8% apply these controls in the kitchens. Independent variables used included age, literacy level, marital status, sex and designation of the respondent. Dependent variables included knowledge on HACCP, principles of HACCP application and the effects of these principles in the overall management of the restaurants. The study also indicated that, there is no significant relationship between customer turnover and HACCP implementation at p≤0.05 confidence level. The study recommends that there is need to educate the management of the restaurants on HACCP implementation. The findings suggest that restaurants in Thika town do not adequately follow safe food hygiene and manufacturing practices or processes. This was so significant from the levels of bacterial food counts in most samples. However, the staff surveyed acknowledged that food contained bacteria that can present microbial hazard if poorly handled in the kitchen. They did not apply any good quality control strategy and therefore not sure of the food safety standards. Application of food safety control measures in the entire food processing cycle to ensure quality control had significant relationship between maintenance of general hygiene standards and HACCP awareness in the restaurants. In conclusion, there is need to establish and implement HACCP system to prevent probable food poisoning outbreaks and the restaurants can easily adapt the strategy only if law enforcers could put proper measures in place. Further research could open ways on how best the system can be applied, reinforced and be sustained in the urban restaurants and other food establishments to enhance food safety and protect consumers from food related health hazards.
Assessment of slum tourism as a viable tourism product : the case of Kibera in Nairobi, Kenya
(2013-11-25) Chege, Peninah Wanjiku; Mwisukha, A.; Mayaka, M.
The study was conducted in Kibera slum in Nairobi. It focused on assessing slumtourism as a viable tourism option. The objectives were to: determine the maintourism attraction in Kibera slum, establish the perceptions of Kibera's slum dwellers,Kenya Tourism Board and Victoria Safaris towards slum tourism, determine the benefitsof slum tourism to Kibera slum dwellers, establish measures to be taken to promote slumtourism in Kibera and to determine the viability of slum tourism as a tourism product.The exploratory and descriptive survey research design was used. The target populationof the study was 800,000 residents of Kibera slum who live in a total of 12 villages,160 employees of Kenya Tourism Board (KTB) and 38 employees of Victoria Safaris.The sample size was 472 respondents, 384 from Kibera, 50 from KTB and 38 fromVictoria Safaris. Simple random sampling was used to select 6 (50%) villages in Kibera. Snowball sampling method was then used to select respondents in those six villages.The initial subjects were identified using purposive technique. The subjects from theKTB were selected using convenient sampling method while all subjects from VictoriaSafaris participated. Data was collected by the use of questionnaire. A pilot study wasrun in Kisumu Ndogo slum village. Reliability of the instrument was determined duringthe pilot study using test re-test technique. The Statistical Package for Social Sciences(SPSS) was used to analyze data. Data was then presented in tables and figures. Theresults of the study showed that slum tourism is a viable tourism product as majority ofthe respondents, 435 (92.2%), affirmed this. There was a strong liking for slum tourismacross all categories as majority, 396 (83.9%), view it as beneficial to the slum residentsin improving their living conditions. Poor understanding of slum tourism concept and lackof involvement of residents was the major challenge while lack of policy was the secondmajor challenge. Observing residents' life style and taking photographs were identified as major tourist activities in Kibera slum while improvement of security and involvement ofresidents in tourism activities were identified as key ways for promoting slum tourism.The study recommends that there should be a deeper participation of residents in runningand making decisions on slum tours to increase benefits to the residents. There is also needfor government to develop a policy whose aim is to guide on ways of conducting slumtours. There is also need for Ministry of Tourism to educate the residents on how to takeadvantage of the venture and open up businesses like tour firms and how to provide otherservices in order to reap the benefits of slum tourism.
An assessment of training relevance and its implications on job performance and customer satisfaction (a case of four and five star hotels in Nairobi)
(Kenyatta University, 2014) Wang'ombe, Lawrence Kabuitu
The study examined linkages between job performance and training in the hospitality industry and the subsequent effect on customer satisfaction. The general objective for the study was to assess customer satisfaction in regard to job performance for the formally trained employees in the hospitality industry. The study was limited to 4 and 5 star hotels in Nairobi City. A cross-sectional survey design using purposive and simple random sampling was adopted. 180 operatives were randomly selected, line managers, customers and section heads from the four and five star hotels in Nairobi participated in the study. Data were collected using both structured and unstructured questionnaires from operatives, customers and line managers, whereas interview schedules was used for the departmental heads. Qualitative data was edited, coded and organized into appropriate themes. The analysis was done using the statistical package for social sciences (SPSS) including frequency distribution tables and percentages. Inferential statistics were such as chi-square and multiple regression were used to establish relationship between dependent and independent variables. ANOVA was used to establish the difference between skills and job performance. The results indicated that there was a positive linear relationship between training (input) and performance appraisal results (output). An increase of rating training by 1 point led to an increase of performance by 19.62 percent. It was found out that 33.3 percent of the customers were very satisfied, 44.4 percent were satisfied while 22.2 percent were not satisfied with the level of service provided, based on job performance and customer satisfaction. It emerged that the level of education was paramount in the performance of employees and subsequent customer satisfaction. It was concluded, that training and job performance were significantly related to customer satisfaction. Therefore for the industry to have an edge on the basis of job performance and customer satisfaction, training was considered a key component for effective manpower. It was recommended that further research on policy formulation for hospitality training through relevant stakeholders' participation would be necessary for an efficient resource human development in the hospitality industry. Hospitality executives should understand what customers expect during service encounter and what features are needed to deliver high qualify services. They should address the service-performance gap by understanding what need to be delivered and appropriate specification developed for employees to deliver superior services. In conclusion all the null hypotheses in this study were tested: there is significant relationship between customer satisfaction. training and job performance in hospitality industry
Hygienic practices of the street food vendors and microbiological quality of selected cooked street foods in Mombasa island, Kenya
(2014-01-21) Odundo, Alice Awino; Okemo, P. O.; Orinda, G. O.
The street food sector has experienced significant growth in the past few decades due to rapid urbanisation. Despite the economic benefits of the sector, it has been recognized as a potential hazard to public health when food is not prepared and handled hygienically. The objective of this study was to assess the hygienic practices of the street food vendors, isolate and identify food pathogens in particular, Escherichia coli and Salmonella strains. The potential link between food contamination and the risk factors in some selected cooked street vended foods namely, mahamri, beef samosas and mbaazi in Mombasa Island was established. The study adopted a descriptive survey and experimental design. It was carried out in three locations in Mombasa Island namely, Old Town, Mwembe Tayari and Majengo. One hundred vendors were selected using purposive and systematic random sampling. Representative samples of the food items were randomly collected from five vendors in each of the three locations for microbiological analysis. Standard methods from the Bacteriological Analytical Manual of Foods were used to determine coliform counts, total plate counts, and isolate Ecoli and Salmonella strains. Data on the hygienic practises and the risk factors were collected using questionnaires, focus group discussions and an observation checklist. Data collected were analyzed using Statistical Package of Social Sciences (SPSS) computer software. The techniques used to analyse data were one-way analysis of variance >fNOV A) at 95% level of confidence interval (Cl), t- tests and chi square (X ). The main findings were that, poor hygienic practices was observed among vendors, which were in contrast to the guidelines from the Kenya Foods, Drugs and Chemical Substance Act. These poor hygienic practices were mainly due to lack of basic training in food hygiene. E. coli was isolated in all the 45 food samples tested, though the counts were within the acceptable limits of 10 per g. Salmonella was detected in 8.9% out of the 45 samples tested, which were beef samosas, and this was considered a risk to consumers. Total plate counts and coliform counts were within the acceptable limits. The most notable risk factors that could have led to food contamination were, poor hygienic practices, in particular, use of bare hands to serve food, poor sanitary environment such as waste water sewage and lack of formal education. There was a statistical significant association between . These factors and contamination of food (P
Factors affecting performance in food and beverage craft course examinations in technical training institutions in Nyanza province Kenya
(2014-05-08) Amoke, Elizabeth S.; Nyambaka, H. N.
The hospitality industry is one of the largest employers and among the highest revenue earners in Kenya. The industry is served by graduates of the Food and Beverage Craft Course (FBCC), which is offered in the various Technical Training Institutes in the country, which were established principally to prepare a low-level human resource required in the hospitality industry. Despite the noble aim, performance by students in this course in most of the Institutes has in the past five years continued to decline despite the continued growth in industry which called for the need to improve on exam performance. The purpose of this study was to investigate the factors that affect performance in FBCC. The objectives of the study were to; establish the factors affecting performance in FBCC, identify the types of resources and facilities available in the institutes for effective training in FBCC, determine the methods and techniques used by the lecturers in training, determine the incentives used by the administration to motivate lecturers when their students perform well and to identify the challenges that the learners and lecturers experience in the training and teaching ofthe course. In this study, the production function theory was used to establish the relationship between the training and performance in the course. The study covered the six Technical Training Institutes that were offering the course at craft level. Data was collected using questionnaires and observation schedules. The sample consisted of 25 lecturers and 120 students undertaking Craft Course in Food and Beverage. The study used descriptive research design to gather factual information through critical analysis of facts and status of the out-put of the training programme. Validity and reliability of the instruments were ensured through piloting of the instruments with lecturers and students who were not part of the main study. Quantitative data was analyzed into percentages and frequencies using descriptive statistics with the help of Statistical Package for Social Sciences (SPSS). The results of the study revealed that poor performance in the Institutes was as a result of lack of equipment at 23%, inadequate practical lessons at 43% and inadequate facilities and resources at 19%. The method of teaching used by 75% of the lecturers was lecture method which was inappropriate for this course. Lack of motivation stated by 73% of the lecturers was also cited as a factor affecting performance. The study recommended that the government and other stake holders should assist the institutions acquire modern training equipment, the institutions should strive to frequently expose their lecturers to in-service training in order to sharpen their teaching skills and that the lecturers should use learner-centred teaching methods to attract full participation of the learner.
Determinants of selection of non-classified hotels by business guests in Mtwapa town, Kilifi County, Kenya
(2014-08-28) Kivuva, Alex K.
Non-classified hotels which comprise small hotels and guest houses are important accommodation providers as they offer limited services and products as compared to the classified hotels. Through guest satisfaction they can achieve repeat business and also get new business through word of mouth from previous guests. If they do not provide quality accommodation product and guest satisfaction, then they must be ready to suffer low occupancy levels. The challenge is for the hoteliers to know exactly the determinants of selection of hotels by business guests. This study aimed to establish the determinants of hotel selection by business guests, the level of guest satisfaction with the hotel products provided and their future expectations concerning the hotel products. The research is beneficial to hoteliers in gaining a greater understanding of the determinants which influence the selection of hotels by business guests. The study site was Mtwapa town in Kilifi County (Kenya). This location was chosen because of its popularity with both international and domestic travelers. The study focused on the non-classified hotels in this area which at the time of data collection numbered to twenty five. Out of this number, three were used for pretesting and out of the remaining twenty two, fifteen were examined. Random sampling was used to select the fifteen hotels which were included in the study. Out of the fifteen hotels selected, twenty guests from each hotel were selected systematically and included in the study. This added up to 300 respondents. The study adopted a cross-sectional descriptive survey design. Guest hotel selection and satisfaction was the dependent variable while the independent variables were location of the hotel, prices, core product provided, consistency of product, customer service, strategic control and hygiene and quality. Primary data collection was done by use of a structured questionnaire which the researcher administered to business guests. Data analysis was done by use of SPSS version 10. This was done quantitatively using t-test, Pearson correlation and multiple regression. Presentation of the analyzed data was done in form of graphs, histograms, pie charts among others. The findings indicated that business guests were dissatisfied with the hotel products provided by non-classified hotels in Mtwapa town. Such issues as cleanliness, staff professionalism, speed of guest service, recognition of returning guests among others had low satisfaction levels. For instance, 97.9% of the respondents were not satisfied with recognition on their return visits. About 95.7% of the respondents were also not satisfied with the speed of service offered to them in various service outlets. It was also found out that guests look at various attributes of the hotel product before they make their choices. They look at such issues as accessibility and location of the hotel, that is, whether it is easily reachable. About 86.2% of the respondents said this was a strongly important consideration. Guests also looked at cleanliness of the hotel, through past experience and/or through word-of-mouth from friends and relatives. About 71.6% of the respondents pointed out that this was a very important consideration. Other important elements considered by business guests included room security (74.1%), staff professionalism (37.6%), restaurant services, and conference services among others. The outstanding determinant was found to be guest room comfortability (94.6%) while the least important was availability of business services (10.2%). The study recommends that hoteliers should strive to provide quality accommodation product to meet guests‟ future expectations of improved cleanliness and hygiene, room facilities, staff performance, restaurant services among others.

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