MST-Department of Hospitality Management

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Browsing MST-Department of Hospitality Management by Subject "3-5 Star Hotels"

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    Inclusive Factors Influencing the Employment of Persons with Disability among 3-5 Star Hotels in Nairobi City County, Kenya
    (Kenyatta University, 2021) Marigu, Mwaniki Caroline Daina; Rahab Mugambi; Bitok Kipkosgei
    The Kenyan government enacted the Persons with Disabilities Act 2003 on December 2003. It came into effect on June 16, 2004. The Act was required to ensure the rights and rehabilitation of PWDs. However, they continue to be marginalized, unemployed, and earn less than their able-bodied counterparts. The purpose of this research was to examine whether legislation, demand and supply factors had a relationship to the employment of persons with disability in 3-5-star hotels in Nairobi City County, Kenya. The specific objectives of the study were: to examine legislation on the employment of PWDs in 3-5-star hotels in Nairobi City County, Kenya; to investigate the demand factors for the employment of PWDs in 3-5-star hotels in Nairobi City County, Kenya; to examine the supply factors for qualified PWDs on the employment of PWDs in 3-5-star hotels in Nairobi City County, Kenya; to investigate the type of disability on employment of PWDs in 3-5-star hotels in Nairobi City County, Kenya and; to examine the relationship between legislation, demand factors, supply factors and type of disability and the employment of PWDs in 3-5-star hotels in Nairobi City County, Kenya. A descriptive survey design was employed targeting respondents from 32 organizations comprising of 31 HR Personnel in 31 hotels, 1 officer from the National Council for Persons with Disability and PWDs employed in hotels. Purposive sampling technique was used. Data was collected using questionnaires for the HR personnel and PWDS; interview for the Disability Service Officer at the NCPWDs and an observation checklist. Descriptive statistics were used to present the findings in frequencies and percentages. Pearson’s Correlation was used to determine the strength of the relationship between the independent and dependent variables. Hypotheses were analyzed through linear and multiple linear regressions to predict the relationship between the variables. Results indicated that 62% (13) of hotels have not employed PWDs over the last 14 years. Most PWDs employed had physical disability (86%) and HR personnel were more likely to employ persons with physical disability. Most employers were aware of the Act and stated compliance to it is mandatory. Qualities considered in employment of PWDs are education (95%), personal characteristics (81%) and work experience (67%). PWDs indicated that HR personnel also looked at the type of disability (65%) during employment. Legislation has a relationship to the employment of PWDs as indicated by the significance value of 0.0005. The null hypothesis demand factors have no relationship to the employment of PWDs was accepted as the significance value was 0.217. Supply factors had a relationship to the employment of PWDs as the significance value was 0.005. Similarly, type of disability had a relationship to the employment of PWDs as the significance value was 0.0005. Results indicated the 5% quota outlined had not been achieved in the hotels and the financial incentives were not utilized. The study recommended that standards and measures standards and measures to monitor and facilitate the compliance of quota obligations within hotels be developed by government and stakeholders. The study also recommended that hotels maximise and use internships as a way to identify, train, mentor and develop hardworking students with disability as potential full time employees. The study also recommended that a similar study be conducted for hotels in rural setting, incorporating more or all the star rated hotels.
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    Influence of Customer Cultural Orientation on Service Quality Expectations among 3-5 Star Hotels in Nairobi County, Kenya
    (Kenyatta University, 2021) Kiunga, Joyce Njeri; Vincent Maranga; Beatrice Kamau
    In today's globalized world, social and cultural diversity is a difficult problem faced by people and businesses. As an impact of globalization, the reduction of global cultural borders requires that international managers have the appropriate capacities that allow them to operate correctly in different inter-social environments. This is significant for hotels to comprehend that the cultural orientation of consumers around the world is not exactly the same, so understanding the cultural orientation of guests is very important to improve service quality. This study evaluated how clients' cultural preferences affect service quality expectations of 3-5 star hotels in Nairobi, Kenya. This study adopts a cross-sectional survey research design. The targeted population was 12 hotel managers, 72 departmental supervisors and 1220 customers. Stratified random sampling approach was thus utilized to select 60 supervisors and 301 customers. Twelve hotel managers were selected through purposive sampling. Before starting the actual data collection, the questionnaire was pre-tested to determine the reliability of the tool. Data analysis includes descriptive analysis and inferential analysis. Descriptive analysis includes percentage, frequency, mean, and standard deviation, while inferential analysis includes correlation and regression analysis. The study registered overall participation rate of 78.0% deemed satisfactory for this research. The findings of the research may be of significant importance to the 3-5 star hotels. The results also forms basis for future research references. Pearson correlation coefficients revealed that customer cultural orientation and service quality have a positive and statistically significant association (r=.574, p = .000). It was further revealed that management role and service quality in the 3-5 star hotels are positively and significantly associated (r = .600, p = .000). Lastly, research found out that communication strategies is positively and significantly associated with service quality (r = .598, p = .000). The model summary established the client's cultural orientation, management roles and communication strategies and explained 53.9% of the changes in the quality of service of 35 star hotels. Regression coefficient outcome also revealed that customer cultural orientation is positively and significantly related to service quality of three to five star hotels (β=.316, p = .000). It was also established that management role (β =.291, p = .001), communication strategies (β = .287, p = .001) are positively and significantly related to service quality in the 3-5 star hotels. The results may be significant to customers and hotel industry. The study concluded that client cultural orientation, managerial roles and communication strategies significantly affect service quality expectations of clients of 3-5 star hotels in Nairobi, Kenya. The research recommend that hotels should provide high-quality services and meet customer expectations. Employees must understand the diversity of cultural orientations of customers, spend time understanding customer preferences, help customers make decisions, and gain more information to understand diverse cultures, languages, and psychological, economic, political perceptions and backgrounds and social.
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    Influence of Customer Cultural Orientation on Service Quality Expectations among 3-5 Star Hotels in Nairobi County, Kenya
    (Kenyatta University, 2021) Kiunga, Joyce Njeri; Vincent Maranga; Beatrice Kamau
    In today's globalized world, social and cultural diversity is a difficult problem faced by people and businesses. As an impact of globalization, the reduction of global cultural borders requires that international managers have the appropriate capacities that allow them to operate correctly in different inter-social environments. This is significant for hotels to comprehend that the cultural orientation of consumers around the world is not exactly the same, so understanding the cultural orientation of guests is very important to improve service quality. This study evaluated how clients' cultural preferences affect service quality expectations of 3-5 star hotels in Nairobi, Kenya. This study adopts a cross-sectional survey research design. The targeted population was 12 hotel managers, 72 departmental supervisors and 1220 customers. Stratified random sampling approach was thus utilized to select 60 supervisors and 301 customers. Twelve hotel managers were selected through purposive sampling. Before starting the actual data collection, the questionnaire was pre-tested to determine the reliability of the tool. Data analysis includes descriptive analysis and inferential analysis. Descriptive analysis includes percentage, frequency, mean, and standard deviation, while inferential analysis includes correlation and regression analysis. The study registered overall participation rate of 78.0% deemed satisfactory for this research. The findings of the research may be of significant importance to the 3-5 star hotels. The results also forms basis for future research references. Pearson correlation coefficients revealed that customer cultural orientation and service quality have a positive and statistically significant association (r=.574, p = .000). It was further revealed that management role and service quality in the 3-5 star hotels are positively and significantly associated (r = .600, p = .000). Lastly, research found out that communication strategies is positively and significantly associated with service quality (r = .598, p = .000). The model summary established the client's cultural orientation, management roles and communication strategies and explained 53.9% of the changes in the quality of service of 35 star hotels. Regression coefficient outcome also revealed that customer cultural orientation is positively and significantly related to service quality of three to five star hotels (β=.316, p = .000). It was also established that management role (β =.291, p = .001), communication strategies (β = .287, p = .001) are positively and significantly related to service quality in the 3-5 star hotels. The results may be significant to customers and hotel industry. The study concluded that client cultural orientation, managerial roles and communication strategies significantly affect service quality expectations of clients of 3-5 star hotels in Nairobi, Kenya. The research recommend that hotels should provide high-quality services and meet customer expectations. Employees must understand the diversity of cultural orientations of customers, spend time understanding customer preferences, help customers make decisions, and gain more information to understand diverse cultures, languages, and psychological, economic, political perceptions and backgrounds and social.