RP-Department of Hospitality Management

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Analysis of Food Management Practices and Safe Provision in Unclassified Restaurants in Nairobi City County, Kenya
(Stratford, 2022) Musakala, Doreen Ikala; Wandolo, Monica Akinyi; Maranga, Vincent Nyamari
The aim of the research was to establish how food safety practices influence safe food provision by unclassified restaurants in Nairobi City County. The Particular goals of the study were to: assess the influence of food handling practices on safe food provision, observe the role of food hygiene training on safe food provision, determine the effect of food legislation compliance on safe food provision and establish the role of management in ensuring that safety standards are achieved on safe food provision by unclassified restaurants in Nairobi City County. Descriptive survey design was employed as the blue print to guide the study. The study population was 124 unclassified restaurants in Nairobi Central Business District. Questionnaires were used in data collection, an in-depth interview guide and observation checklist. Quantitative data were analyzed through means, standard deviation, inferential models and presented in form of tables and figures. The study established that food handling practices on safe food provision by unclassified restaurants was statistically significant (χ=8.988; p value of .003<0.05), food hygiene training and safe food provision by unclassified restaurants have a significant association (χ= 5.094, p value of .019<0.05, food legislation compliance and safe food provision by unclassified restaurants have a significant association as supported (χ=4.544; p value of .025<0.05) while the role of management and safe food provision by unclassified restaurants have a significant association (χ=11.107, p value of .001<0.05). This paper concludes that food handling practices, food hygiene training, food legislation compliance and role of management impacts the safe food provision by unclassified restaurants. The study recommends for the need to periodically train restaurant workers on proper food handling practices. There is need for restaurant management to provide workers with sufficient clean dress code. The restaurant management needs to organize periodic training programs in form of short workshops, seminars and conferences with key stakeholders in the hospitality sector and food safety authorities.
Analysis of the Relationship between the Risk Management Strategies and Customers Satisfaction in the Golf Clubs in Nairobi City and Kiambu Counties
(Alicon Publications, 2022) Mwangi1, Paul Nderitu; Maranga, Vincent; Miricho, Moses
The study sought to investigate the relationship between risk management strategies and customer satisfaction in the golf clubs in Nairobi City and Kiambu Counties, Kenya. A total of 17 golf clubs’ captains and 271 golfers/customers were targeted for this study. The crosssectional descriptive survey was adopted where semi-structured questionnaires, an interview schedule and secondary sources were used for data collection. The study established a statistically significant relationship between the risk management strategies and customer satisfaction with p=0.008<0.05. It is recommended that the golf clubs' management formulate and implement effective risk management strategies for ultimate customers (golfers) satisfaction. This is informed by the findings these strategies have a great impact on satisfaction levels of the customers in the golf clubs.
Aspects of Electronic Customer Relationship Management and Guest Satisfaction: A Perspective of 4-Star Hotels in Nairobi County, Kenya
(www.ktu.edu.gh, 2020) Siaw, Gladys Apreh; Gitau, John Kahuthu
Key among the aims of many service organizations are to establish and maintain stronger relationships with their customers. In recent times, organizations building strong communication networks with their customers by means of new electronic technologies to facilitate this process. The ultimate aim is to develop customer satisfaction, loyalty, and retention. However, customer satisfaction and loyalty have been an issue for many hotels in the hospitality industry. Therefore, the purpose of this study is to establish the effect of aspects of e-CRM such as trust, convenience and security on customer satisfaction among classified hotels in Nairobi City County, Kenya. A descriptive cross-sectional study of 384 customers through self-administered questionnaires was conducted. All variables were measured using constructs developed from the literature. Cronbach's Alpha was used to assess the reliability of the constructs. Pearson correlation technique was used to establish interrelationships between the study variables. The findings of the study revealed significant direct relationships between trust, convenience, and security of online transactions and customer satisfaction. The study recommends to the management of classified 4-star hotels to ensure that their online platforms have major tools such as regular review of websites and customers’ privacy that would ensure that services and transactions are believable and trusted.
Assessment of Causes of Labour Turnover in Three and Five Star-Rated Hotels in Kenya
(2012-09-25) Samson, Kuria; Ondigi, Alice N.; Wanderi, P. M.
Studies done regarding labour turnover in the service industry across the world indicate that, the hospitality sector leads with many employees’ changing jobs from time to time. Subsequently, some causes of labour turnover are believed to be industry-specific. Both the internal and external causes of labour turnover affect the growth, profitability and customer satisfaction whenever it occurs in the workplace. Employers see the process of staff leaving and being replaced as a natural and inevitable feature of the industry. In Kenya, very little has been documented on the causes of labour turnover. This paper is based on a study completed in April 2011. The main purpose of this study was therefore to establish the internal and external causes of labour turnover in three and five star-rated hotels in Nairobi city. Nairobi city has seven hotels which are classified as five star and nine hotels which are classified as three star hotels. The study adopted descriptive survey research design. This study involved a total of 133 permanently employed staff working in these star-rated hotels. Simple random sampling method was used to pick hotels as well as the respondents for this study. The Employee Attitude Survey revealed that, lack of balance between work and personal life was a major cause of job resignation (32%) while lack of staff involvement in decision making and creativity was (56%) respectively in both set of hotels. Consequently, employees were familiar with job requirements and departmental mission statements. The need to create conducive work environment probably prompted them to ask for flexi- hours. Poor remunerations were cited with over 60% of the respondents dissatisfied. More so, was the undefined rewarding system where 46% of the respondents strongly disagreed. The study therefore recommended that, the management should improve the working condition for the employees as well as establishing training policies that equip employees with job requirements and expectations. Finally, the need to establish a rewarding system that would motivate workers other than monetary remunerations is also recommended.
Assessment of the Capacity of TVET and University Hospitality Schools in offering Food Safety and Hygiene Training in Kenya
(ijsrm.in, 2018) Wandolo, Monica A.; Ndiritu, Douglas; Khayiya, Rosemarie; Mugendi, Beatrice W.
The purpose of this study was to assess the capacity of TIVET and University hospital schools in offering food safety and hygiene training in Kenya. The major areas of focus were the general availability of basic equipment, whether the available equipment were modern, extent of use of available equipment and workshop organization including drainage. A total of 671 respondents participated in the study (Comprising 249 from universities, 250 from Institutes of Technology, 64 from Polytechnics and 128 from Technical Institutions). Primary data sources included using structured questionnaires, taking photographs, oral interviews, observation check list and focus group discussions. Secondary sources, on the other hand, involved retrieving information from desk research where journals, books and other relevant literature were obtained. Both descriptive and inferential statistics were used to analyze the quantitative data while content analysis was used to analyze the qualitative data. The analyzed data were presented in terms of graphs and tables. The findings revealed that in the two categories of institutions, equipment/tools in universities were relatively higher in number compared to the other categories. In addition, not all the available tools were modern. It was observed that only 78% of the available tools were modern while 19% were not. This finding revealed that there was underutilization of available facilities in the institutions. A summary of various aspects of capacity of institutions in providing training on food safety and hygienic practices and adopting proper hygienic practices revealed that universities had a high capacity (63.5 %) relative to the other categories. On the other hand, the lowest capacity level was observed in institutes of science and technology, which had 46.4%. The findings further revealed that some institutions were wellprepared in terms of equipment and facilities, while the majority were not. Observation revealed that most of the workshops used, particularly in TVET institutions, were originally used for other purposes such as classrooms, home economics laboratory or were stores converted to production workshops. As a result, such institutions lacked basic equipment. The study concluded that TIVET and Universities had inadequate facilities and resources required to offer food safety and hygiene training courses. It was recommended that ministry of education should to identify a monitoring team to visit hospitality training workshops to assess the capacity in terms of infrastructure, facilities and equipment to determine the level of requirement in every institution. This would pave way for the upgrading of the facilities to a level that they would offer adequate training to the enrolled students.
Attributes of Quality of Accommodation Facilities and Room Capacity Utilization of 3-5 Star Hotels in Nairobi, Kenya
(International Journal of Scientific Research and Management (IJSRM), 2018-12) Miricho, N. M; Adedipe, A.
There are specific quality requirements usually established in accordance with standards at either government or private levels for hotel accommodation facilities. One of these basic requirements is high quality of accommodation facilities which supposed to anchor room capacity utilisation of 3-5 star hotels in Nairobi, Kenya. The attributes of quality of accommodation facilities comprised of room flooring, decorations, bed and beddings, lightings and heating, comfort of bedroom, cleanliness, comfort of bathroom, towels, furniture and furnishings, toiletries and amenities, space and ventilation of the rooms. However, hotels with more accommodation quality attributes are likely to attract higher and better room capacity utilisation. Therefore, the study sought to examine the relationship between quality of accommodation facilities and room capacity utilisation of 3-5 star hotels in Nairobi, Kenya. The study hypothesized that there is no significant relationship between quality of accommodation facilities and room capacity utilisation of 3-5 star hotels in Nairobi, Kenya. The target population involved all the 3-5 star hotels in Nairobi, Kenya. A census of hotel general manager and front office managers consisting of 62 respondents was conducted through stratification of all the hotels. Questionnaire was used as instruments for data collection with 91.9% response rate and the data collected were analyzed using descriptive statistics to determine variable characteristics while Pearson correlation was used to establish the pattern of relationship and association of the variables. Also, linear regression analysis was involved to determine the level of significant and test hypothesis. The Pearson correlation result (r=-0.513, p=0.000) indicated that quality of accommodation facilities had a strong positive relationship and association with room capacity utilisation. The regression analysis coefficient R=0.791 and adjusted squared coefficient R 2 =0.523 were recorded which implied that the study variables explained 52.3% of the variations of room capacity utilisation. The regression model revealed comfort of bedroom, comfort of bathroom, cleanliness and furniture, fittings/furnishings as the four attributes of quality of accommodation facilities that were significant variable predictors of room capacity utilisation. The null hypothesis was rejected as there is significant relationship between quality of accommodation facilities and room capacity utilisation. The study concluded that an improvement in quality of accommodation facilities will cause positive significant changes in room capacity utilisation. The study recommends improvement on comfort of bedroom, comfort of bathroom, cleanliness as well as furniture, fittings/furnishings for better room capacity utilisation of 3-5 star hotels in Nairobi, Kenya. Keywords: Quality of facilities, room capacity utilisation, star rat
Barriers to the Implementation of Food Safety and Hygiene Principles (HACCP) in TVET and University Hospitality Schools in Kenya
(International Journal of Scientific Research and Management (IJSRM), 2018) Wandolo, Monica A.; Ndiritu, Douglas; Khayiya, Rosemarie; Mugendi, Beatrice W.
The purpose of this study was to assess the barriers to food safety and hygiene principles (HACCP) in TIVET and University hospital schools in Kenya. A total of 671 respondents participated in the study (Comprising 249 from universities, 250 from Institutes of Technology, 64 from Polytechnics and 128 from Technical Institutions). Primary data sources included using structured questionnaires, taking photographs,oral interviews, observation check list and focus group discussions. Secondary sources, on the other hand, involved retrieving information from desk research where journals, books and other relevant literature were obtained. Both descriptive and inferential statistics were used to analyze the quantitative data while content analysis was used to analyze the qualitative data. The analyzed data were presented in terms of graphs and tables. The findings revealed that 31% of the respondents admitted that there were barriers. Among the barriers were: lack of knowledge (32%), lack of set standards (31%), attitude (31%), lack of time (28%), lack of motivation (27%) lack of experience (26%), lack of facilities (23%) and inadequate equipment (23%). The study concluded that various factors such as lack of knowledge, attitude, lack of motivation and inadequate facilities and equipment posed serious threats to effective implementation of proper food safety system (HACCP). It was recommended that HACCP prerequisites related to institutional facilities are put in place and stakeholders trained on adherence to the principles.
Barriers to the Implementation of Food Safety and Hygiene Principles (HACCP) in TVET and University Hospitality Schools in Kenya
(International Journal of Scientific Research and Management (IJSRM), 2018-07) Wandolo, Monica A.; Ndiritu, Douglas; Khayiya, Rosemarie; Mugendi, Beatrice W
The purpose of this study was to assess the barriers to food safety and hygiene principles (HACCP) in TIVET and University hospital schools in Kenya. A total of 671 respondents participated in the study (Comprising 249 from universities, 250 from Institutes of Technology, 64 from Polytechnics and 128 from Technical Institutions). Primary data sources included using structured questionnaires, taking photographs, oral interviews, observation check list and focus group discussions. Secondary sources, on the other hand, involved retrieving information from desk research where journals, books and other relevant literature were obtained. Both descriptive and inferential statistics were used to analyze the quantitative data while content analysis was used to analyze the qualitative data. The analyzed data were presented in terms of graphs and tables. The findings revealed that 31% of the respondents admitted that there were barriers. Among the barriers were: lack of knowledge (32%), lack of set standards (31%), attitude (31%), lack of time (28%), lack of motivation (27%) lack of experience (26%), lack of facilities (23%) and inadequate equipment (23%). The study concluded that various factors such as lack of knowledge, attitude, lack of motivation and inadequate facilities and equipment posed serious threats to effective implementation of proper food safety system (HACCP). It was recommended that HACCP prerequisites related to institutional facilities are put in place and stakeholders trained on adherence to the principles.
Care Strategies of Linen and Guest Satisfaction among Hotels in Upper East Region of Ghana
(AJPO, 2024) Akomaning, Esther Laurinda; Ondigi, Alice; Mugambi, Rahab
Purpose:The care of linen is paramount in hotel operations for its sustainability. The study sought to investigate linen care strategies in some selected star-category hotels in the Upper East Region of Ghana. The objectivesof the study wereto examine the strategies used in the care of linen and their effect on guest satisfaction and to test if a relationship exists between them. Materials and Methods:The study employed descriptive survey design by the use of quantitative and qualitative approaches. Through purposive sampling, asample size of 52 hotel employees was selected from 24 star-rated hotels. Structured questionnaire and observations were used to collect data.Statistical Package for Social Sciences (SPSS) version 26was used for the data analysis.Means and standard deviations were used for the descriptive statistics. Multiple linear regression was employed for the inferential statistics. The hypothesis was tested at a 5% significance level.Thus, data were presented in tables and text for both descriptive andinferential statistics.Findings:The study findings were that hotels operated On-premise laundry systems. Outsourcing of linen from commercial service providers was absent. Linen inventory control was done through stock-taking and record-keeping. Hotelsfollowed the laundry processes(sorting dirty clothes, putting dirty apparel in a machine or hand wash, applying detergent, drying the washed articles on the line or in a tumble dryer, ironing, folding and storage of laundered articles)but were not diligent with the manufacturer’s instructions. The linen reuse programme was mostly not through designed cards. Available laundry tools/equipment were laundry bins, washing machines/extractors, washing basins, drying lines, ironing boards and irons. Tools/equipment not available were tables/shelves for sorting linen, tumbler dryers, calendaring machines, industrial steam irons and a laundry folder. Linen care strategies had a significant effect on guest satisfaction (R = 0.671, R2= 0.451, F = 3.828, p = 0.001). The hypothesis that linen care strategies do not have any significant effect on guest satisfaction among hotels in the Upper East Region of Ghana was rejected (P = 0.0001< 0.05). Implicationsto Theory, Practice and Policy:The study employed Management Administrative Theory and Practice Theory. Through the application of management functions, thus, forecasting and planning, organising, commanding, coordinating and controlling;hotel leaderships are in a better position to increase efficiency through the creation of organisational structures. Through the administrativestructures, housekeeping supervisorscansuggest and monitor the care and maintenanceof linen.Aboutthe Practice theory, if hotels identify linencare strategies that make sense to their operations and do so religiously through principles and procedures; higher standards of various care strategies could be attained to promote the hotel business.It is therefore recommended that policymakers such asGTA should come out with training and retraining programmes for hotels to improve knowledge and skills in linen care strategies
Changing Land Use Patterns and Their Impacts on Wild Ungulates in Kimana Wetland Ecosystem, Kenya
(Hindawi Publishing Corporation, 2014) Nyamasyo, Stephen Kitina; Kihima, Bonface Odiara
In Kenya, wildlife numbers have drastically declined due to land use changes (LUCs) over the past three decades.This has affected wildlife habitats by converting them into farmlands and human settlements. This study used remote sensing data from landsat satellite to analyze the changing land use patterns between 1980 and 2013 and their impacts on wild ungulates in KWE.The objective of the study was to map out LUCs, determine the possible causes of LUCs, and examine the effects of LUCs on wild ungulates. The results showed a noticeable increase in the size of farmland, settlement, and other lands and a decline in forestland, grassland, wetland, and woodland.The main possible causes of LUC were found to be agricultural expansions, human population dynamics, economic factors, changing land tenure policy, politics, and sociocultural factors. The main effects of LUCs on wild ungulates in KWE include a decline in wild ungulate numbers, habitat destruction, increased human-wildlife conflicts, land degradation, and displacement of wild ungulates by livestock. The study recommends land use zoning of KWE and establishment of an effective and efficient wildlife benefit-sharing scheme(s).
A Comparative Study on Psychological Contract and Affective Commitment of Catering Employees between Public and Private Universities in Nairobi City County, Kenya
(Stratford Peer Reviewed Journals and Book Publishing, 2020-01) Kamau, Bernard Waweru; Maranga, Vincent; Mugambi, Rahab
Psychological contract refers to employee’s perception as the implicit agreement between themselves and the organization that contains a shared responsibility between the two parties. It is different from the formal contract as it is implicit. Employee’s commitment is the ability to internalize and engage in achieving the goals of an organization. The purpose of the study was to establish and compare relationship on psychological contract and organizational commitment between public and private universities in Nairobi City County, Kenya, moderated by employee’s welfare initiatives. The study adopted a descriptive survey design where a sample size of 50 public and 50 private university catering employees from two universities in Nairobi City County, Kenya. Data collection instruments were questionnaires and interview guides. Qualitative data was coded and summarized in compilation sheets for easier analysis. Quantitative data was analyzed using SPSS with levels of significance established using paired tests with a cut-off point of p being < or =0.05 at 95% confidence and significance levels. The findings revealed that x2=18.84 df* = 3 and p=0.000 and 0.001 which are < 0.05, an indication that, there is a significant relationship between psychological contract and organizational commitment of university catering employees in both public and private universities in Nairobi City County, Kenya. This means that, psychological contract can be attributed to organizational commitment of public university catering employees in Nairobi City County, Kenya
Contribution of Disability Infrastructure and Superstructural Practices to Employment Inclusivity of Persons with Disabilities in 4-5 Star Hotels in Mombasa City County, Kenya
(African Journal of Emerging Issues, 2025-01) Binyanya, Benard; Wandolo, Monica Akinyi; Kariuki, Albert Chege
Purpose of Study: The purpose of this study was to to determine the contribution of disability infrastructural and super structural practices on employment inclusivity of PWDs among 4-5 star hotels in Mombasa City County Kenya. Problem Statement: More than one billion, or 15%, of PWDs are disproportionately excluded from the workforce globally; by 2030, that number is estimated to rise by 3.5 million, with an annual growth rate of 2.9%. PWDs employment rates average 44% against 75% (WHO, 2020). The hospitality business faces difficulties in hiring PWDs because it is a labour-intensive sector that requires able-bodied human resources. Methodology: A mixed research design was used. The study was underpinned by the theory of change, social oppression theory and the resource-based theory of competitive advantage. The target population was 106 participants from selected hotels and organizations in charge of disability persons;16 general managers, 16 HRM managers, 32 F&B managers, 16 executive housekeepers, 16 front office managers,1 county PWDs regional coordinator, 1 skills development and placement officer from the MLSP, Mombasa county and 8 PWDs. The sample size comprised of all the 106 participants. Data was collected using questionnaires, interviews and observation methods. Result: The findings revealed that infrastructural and super structural practices had a moderate effect on PWDs employment inclusivity (r= 0.350, p=0.004) Multiple regression analysis was carried out. The results produced insignificant results (B=.114, p=.242), and thus infrastructural and super-structural practices do not predict employment inclusivity. Recommendation: Hotels should enhance their disability mainstreaming efforts by prioritizing the development and implementation of comprehensive health and safety policies that encourage disability inclusion. This includes establishing proper job-matching programs tailored to the skills and capabilities of Persons with Disabilities (PWDs) and introducing mentorship initiatives to provide consistent support and guidance for PWD employees.
Contribution of Green Practices On Consumer Buying Behavior in 4-5 Star Restaurants in Nairobi County, Kenya
(Stratford, 2025-08) Wakasala, Maureen Muyoka; Miricho Moses; Wandolo Monicah
There is an exponential increase in consumer concerns over green practices due to environmental problems occurring. Green practices involves a company engaging in activities or actions that protect the environment from pollution and preserve natural resources by reducing its carbon emissions. Consumer buying behavior refers to the activities and experiences of restaurant guests who engage in purchasing, consuming and disposing of goods and services. The purpose of this study was to examine the contribution of green practices on consumer buying behavior in 4-5-star restaurants in Nairobi County, Kenya. The study adopted a descriptive survey design where a sample size of 19 restaurants were sampled in Nairobi County. Data collection techniques were questionnaires, observation schedules and secondary data sources, which were newspapers, articles, and Tv programmes. Qualitative data was coded, analyzed using content analysis through text search query and word-frequency query analysis using NVIVO. Quantitative data was analyzed using SPSS with levels of significance established using ANOVA with a cut-off point of p being < or =0.05 at 95% confidence and significance levels. The results show that the study rejected all the null hypotheses and concluded that at 95% confidence level a significant relationship exists between green practices and consumer buying behavior in 4-5-star restaurants in Nairobi City County. The study concluded that consumer-buying behavior has a positive association with green practices
Crisis Preparedness Strategies and Tourism Resilience: Does Organisation Size Matter?
(African Journal of Tourism and Hospitality Management, 2025-10) Mesa, Juliet Magoma; Kariuki, Albert Chege; Kiria, Sisinio Muthengi
Global crises, including pandemics, political instability, and climate-related disasters, have exposed critical vulnerabilities in the tourism sector. The increasing frequency and intensity of these crises raise critical questions about the preparedness of tourism organisations. Crisis preparedness is paramount in crisis management as it requires a well-developed crisis management plan that is critical in helping tourism organisations to react effectively during crises. This study investigates the relationship between crisis preparedness strategies and organisational resilience among tourism enterprises in Nairobi City County, Kenya, with particular attention to the moderating effect of organisational size. Using a descriptive cross-sectional design, data were collected from 284 licensed tourism organisations spanning micro, small, medium, and large enterprises. Quantitative analysis employing multiple linear regression revealed a strong positive association between crisis preparedness, measured through contingency planning and emergency capacity building, and organisational resilience (R² = 0.671, p < 0.001). Notably, while larger organisations benefited from structured systems and resource endowments, smaller enterprises demonstrated resilience through informal coping mechanisms and agility, although they often lacked formal preparedness frameworks. Importantly, the interaction effect of organisational size was non-significant, suggesting that the efficacy of preparedness strategies is universally beneficial across firm sizes. The findings have critical policy implications for Kenya’s broader tourism resilience agenda. There is a clear need for differentiated policy approaches that recognise the varying capacities of small and large enterprises. The findings demonstrate the need for a shift from reactive crisis responses to proactive resilience planning, which must be institutionalised within organisational structures and supported through external partnerships.
Cultural Beliefs on Women Career Advancement in Selected Kenyan Hotels
(IJAEMR, 2023) Maringa, Leah; Khayiya, Rosemarie Ayuma; Maranga, Vincent Nyamari
The hotel employment sector is characterized by a high proportion of women, yet they are underrepresented at the senior management level. Females are disadvantaged in the hotel industry because of the traditional male perceptions of workplace gender roles, stereotypes and discrimination. The objective of the study was to determine how cultural beliefs affect women’s career advancement in 3-5-star hotels in the Nairobi County City Kenya. A descriptive research design was used. This study focused on a qualitative thematic analysis of in-depth, semistructured interviews administered to76 hotel managers. The interviews were used to gain more in-depth knowledge on issues concerning gender bias, leadership styles and gender stereotypes. The data was analysed using content analysis, in order to present data in words and themes, and allow for interpretations to be drawn. The results showed women were fewer at the management level and there were no women who were being paid the top most salaries. The study recommended adopting positive human resource practices that promote a gender-neutral culture in the hotels by providing unconscious bias training for all levels of employees to participate in
Cultural Practices and Food Consumption Behaviour of Guests Dining In 4-5 Star Hotels in Nairobi City County, Kenya
(Journal of Hospitality and Tourism Management, 2024-03) Mwanzia, Rachel Ndunge; Khayiya, Rosemarie; Kamau, Beatrice
In a culturally diverse market such as Kenya, consumers form a mindset of foods to consume while dining out, have different food preferences, and assume different consumption behavior patterns while making food purchases. Cultural practices may influence their decisions, prohibiting them from eating certain foods. The study sought to investigate the influence of cultural practices on behaviors regarding food consumption of guests when dining out in restaurants found in 4–5-star hotels in Nairobi County. The study’s target population was customers dining out in restaurants in 4–5-star hotels in Nairobi County and respective restaurant managers. A suitable pretest sample of 10 respondents was selected from walk-in customers and three restaurant managers from three restaurants picked from the hotels that were not part of the sample. Cronbach's Alpha obtained from the pre-tested 13 participants was 0.743. The ideal sample size of respondents drawn from restaurants in hotels classified as four-and five-star hotels according to the Tourism Regulatory Authority classification 2016 was determined by proportionate stratified sampling. The samplingtechnique for the Managers was purposive, selecting each Restaurant's Manager.The estimated number of respondents was 385 from a sample of restaurants in 21 hotels ranked as 4-and 5-star hotels in Nairobi County. Data collection involved questionnaires and direct interviews, yielding an 80.5% response rate with 310 adequately completed questionnaires and seven interviews. The analysis utilized descriptive and inferential statistics, presenting the data in tables, charts, and graphs for each category of variables. The Chi-square Test was employed to assess the relationship between dependent and independent variables at a 95% confidence level. The findings showed a significant association between food taboos and the dining habits of patrons in 4-5 star hotel restaurants in Nairobi County (χ2=8.980, p=0.003), a notable link between cultural beliefs and dining habits in the same context (χ2=22.099, p<0.05), and a significant influence of rituals on these dining habits (χ2=5.361, p=0.021<0.05). The study further established that the decision-making process significantly moderated the relationship between cultural practices and consumption behavior of diners in restaurants in four and five-star hotels in Nairobi County. study concludes that modern-day food consumption behaviors result from several factors, including culture, taboo, religious beliefs, rituals, and thus food choice diversity. Therefore, 4-and 5-star hotel professionals should factor in the cultural element during menu planning to balance the catering, financial, and marketing policies. Keywords: Cultural influences, food consumption patterns, luxury hospitality, gastronomic tourism, Nairobi city county hospitality
A Customer-Employee Encounter: A Review of Customer Quality Control on Restaurant Food Service
(ijimer, 2019) Were, S, O.; Miricho, M, N; Maranga, V, N.
Purpose of the Study: The purpose of this study review was to fill the literature gap into the customer quality control on restaurant food and beverage service, with the objective of identifying customer quality control methodologies within the hospitality’s food and beverage operations. Methodology: For purposes of carrying out the study review, the concept of customer employees encounter in the process of not only creating and offering goods and services but also the quality control aspect, and the various methodologies in doing so were considered and reviewed. The study employed a meta-analysis in gathering, analyzing, presentation and discussion of the study results. Main Findings: The study review findings reveal that hospitality organizations are facing a drift from the conventional restaurant standard operating procedures in reference to foodservice quality control with the customer taking a central position in the production and presentation of food services. The study proposes three main and most common global methodologies used by hospitality restaurant clients in setting and maintaining standards and in their attempts in controlling restaurant food service quality from frontline staff. These control measures include; restaurant tipping, customer satisfaction surveys as well as on-the-spot customer complaints. Limitations: This is a study review and therefore the study findings were arrived at in consideration of mainly secondary sources. Some studies are traditionally region and/ or country-specific and therefore much caution is needed when generalizing the study findings. Social implications: There is a myriad of ways through which restaurant food service quality control can be integrated into the customer employee service encounter. They reviewed three main methodologies in this study review may provide the best tools not only for quality control function but also build confidence among the customer base, thus yielding customer satisfaction and retention on the one hand, while creating business sustainability on the other hand. Originality: Minimal studies have been instituted and published in the area of customer quality control not only within the hospitality’s restaurant operation but also in the larger services industry. This study will, therefore, help the hospitality restaurant business to appreciate the role of customers in the process of quality services provision, thus enable organizations to achieve a strategic business competitive position.
Disability Demographics Factors and Employment Inclusivity: A Study of Persons with Disabilities in 4-5 Star Hotels in Mombasa City County, Kenya
(Journal of Hospitality and Tourism Management, 2025-01) Binyanya, Benard; Wandolo, Monica Akinyi; Kariuki, Albert Chege
World Health Organization statistics indicates that the average employment rate for PLWDS is 44%. The hospitality business faces difficulties in hiring PWDs because itis a labour-intensive sector that requires able-bodied human resources. This study's goal was toevaluate the impact of disability demographic factors on employment inclusivity of PWDs in hotels in Mombasa city county Kenya. A mixed research design was used. The study was underpinned by the theory of change, social oppression theory and the resource-based theory of competitive advantage. The target population was 106 participants from selected hotels and organizations in charge of disability persons;16 general managers, 16 HRM managers, 32 F&B managers, 16 executive housekeepers, 16 front office managers,1 county PWDs regional coordinator, 1 skills development and placement officer fromthe MLSP, Mombasa county and 8 PWDs. The population was eventually sampled using a combination of purposive, stratified and census sampling methods. The sample size comprised of all the 106 participants. Data was collected using questionnaires, interviewsand observation methods. The results were analysed using content analysis, descriptive analysis, Pearson correlation and multiple regression. Moderation was tested using Process Macro Hayes model 1. The results produced insignificant results that indicatethat demographic factors (B=.141, p=.102) had not been able to positively and significantly influence the employment inclusivity of PWDs in Kenyan hotels. The most underlying factor that contributed to these findings is the lack of knowledge, awareness, and skills to develop an inclusive work environment, implement by employers. Therefore, this study recommends that stakeholders such as training institutions, policy and regulatory frameworks and industry should build capacity by carrying out intensive sensitization campaigns.
Does Work Environment Matter in Catering Services? Effect of Work Environment on Inpatients Satisfaction with Food Services in Kiambu County Hospitals
(Full Length Research, 2022) Nduta, Waithaka Veronicah; Khayiya, Rosemarie; Kinuthia, Teresa
The modern business environment is characterised by cutthroat competition, advancement in technology and more enlightened customers who demand quality merchandises and amenities from the firm. In the wake of this information, consumers are aware of their rights for quality services. Consequently, business managers must adopt high quality customer service practices to propel the business growth agenda and remain competitive. In the last decade, health service delivery in Kenya has been associated with patient negligence, lack of adequate drugs in hospitals, unwarranted deaths, poor sanitation, and inadequate facilities such as beds and misappropriation of funds. Other challenges include inadequate human capital, lack of proper policies on healthcare management, inadequate health infrastructure, and lack of commitment from the County governments to improve services. This study sought to establish the effect of work environment on inpatient satisfaction with food services in Kiambu County hospitals. The study was anchored on the expectancy theory. The research design adopted was descriptive survey design. The target population for this study was 1074 respondents drawn from the management staff and catering employees of level four and five hospitals in Kiambu County, from which stratified random selection was used to select a sample of 283 respondents. Primary data was collected through a semi structured questionnaire and observations. Both descriptive statistics and inferential analysis were utilised in data analysis. Inferential analysis was conducted through correlation and multiple regression analysis. The study found that work environment had a strong positive correlation with inpatient satisfaction. In addition, work environment had positive significant effect on inpatient satisfaction with food services in Kiambu County hospitals. The study thus recommends that hospitals should improve their work environment by ensuring work-life balance and providing a wider work space to help employees work efficiently
Driving Revenue Growth: The Role of Strategic Human Resource Practices in 3-5 Star Hotels in Selected Regions of Ghana
(European Centre for Research Training and Development, 2024-01) Adanse, John; Maranga, Vincent; Khayiya, Rosemarie
This study explores the impact of strategic human resource practices on revenue maximization in Ghana's 3-5-star hotels across eight regions. Employing a descriptive survey method, data was gathered from 60 hotels, focusing on human resource practices and revenue strategies. Results reveal a robust correlation (R =88.3%) between strategic human resource practices and revenue maximization. Regression analysis indicates a significant impact of "human resource" (β = 0.282, p <0.001) on "revenue maximization." Factor analyses identify key practices, including pricing strategies, operational efficiency, and guest satisfaction, crucial for revenue optimization in Ghana's hospitality industry. Policy implications underscore the importance of training initiatives, competitive hiring incentives, and technology integration in workforce development for enhanced revenue outcomes. These findings provide essential guidance for policymakers, industry stakeholders, and hotel management, emphasizing the alignment of human resource strategies with revenue objectives in the dynamic Ghanaian hospitality landscape.

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