MST-Department of Hospitality Management
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Item Emergency Preparedness for Guests with Mobility Impairments and Frequency of Visits in Five-Star Hotels in Nairobi County, Kenya(Kenyatta University, 2025-09) Ketem, Hillary KwambaiTo attract a wider audience, the tourism industry has become increasingly aware of the evolving needs of vulnerable populations, as well as the importance of adapting services and offerings accordingly. This study aimed to examine the influence of emergency preparedness on the frequency of visits to five-star hotels in Nairobi County, Kenya. The specific objectives were: to identify the types of hazards experienced by five-star hotels in Nairobi City County; to assess the influence of emergency response systems on the frequency of visits by guests with mobility impairments; to determine the hotel sections most prone to emergencies; and to evaluate the relationship between employee emergency preparedness training and the frequency of visits by guests with mobility impairments. Two theoretical frameworks guided the study: The Theory of Time Constraints on Leisure Activities and the Theory of Social Oppression. A mixed-methods research design was employed, targeting all 11 registered five-star hotels in Nairobi County. The study population was employees in the ten five-star hotels in Nairobi City. A census approach was used, involving 10 of the 11 five-star hotels, with systematic sampling determining the sample size. Data collection was conducted using semi-structured questionnaires administered by the researcher. Data was coded and analyzed using SPSS, employing both descriptive and inferential statistical methods. Multiple regression analysis was used to determine the relationships between the independent and dependent variables, with results presented in tables, charts, and bar graphs. Findings revealed that most five-star hotels had not frequently experienced various emergencies. For instance, 54.5% of respondents reported never encountering sniper or hostage situations, while 57.6% indicated that fire outbreaks were rare. Emergency systems such as fire protection, CCTV, alarm systems, and medical alert systems were generally rated as efficient and reliable. Notably, the analysis showed that a one-unit improvement in emergency systems could result in a 0.722-unit increase in visit frequency, all else being equal. Furthermore, most hotel sections—including kitchens, restaurants, bars, lounges, playgrounds, guest rooms, laundry areas, and swimming pools—were reported to have experienced few or no emergencies. However, the parking area was identified as a potential concern. Employee training in emergency preparedness was found to have a positive and statistically significant relationship with visit frequency among guests with mobility impairments (β = 0.595, p < .001). In conclusion, while many areas within five-star hotels in Nairobi County are perceived as relatively safe, parking areas require particular attention. The study highlights the importance of comprehensive staff training in emergency preparedness, particularly in hazard identification and spill response. It recommends that hotel management conduct thorough risk assessments addressing both frequent and infrequent hazards. Emergency protocols should encompass not only high-risk scenarios such as terrorist threats but also less immediate risks like flooding and utility failuresItem Experiences of Persons with Physical Disability and Their Satisfaction among Selected Classified Hotels in Nairobi City County, Kenya(Kenyatta University, 2025-08) Weru, Joan WanguHotels and other hospitality providers strive to offer services that will satisfy customers, leading to loyalty, positive referrals, and repeat business. This study focused on the experiences of persons with Physical disabilities (PwPDs) as hotel guests more so the impact these experiences had on their overall satisfaction in specific classified hotels in Nairobi County. The research was based on five objectives: analyzing the personal characteristics affecting the satisfaction of guests with physical disabilities, investigating trip-related factors influencing their satisfaction, assessing satisfaction based on the hotels’ physical environment, examining the influence of human interactions on their satisfaction, and evaluating hotels' adherence to policy regulations in providing satisfactory experiences for individuals with physical disabilities in selected classified hotels in Nairobi City County. A cross-sectional research approach was selected due to its ability to investigate the link between variables. This approach facilitated an authentic evaluation of the respondents' behavior and attitudes as hotel guests. Hotels were chosen based on their classification, as this information is readily available on the Tourism Regulatory Authority website. Each hotel was represented by one hotel manager, resulting in a total of 44 hotel managers as the unit of analysis. The study also focused on guests with physical limitations staying at designated hotels during the study period. A snowball sampling strategy was used to choose thirty hotel customers with impairments who were staying at the specified category hotels. Twenty-seven individuals with physical disabilities took part in the research. 44 hotel managers and personnel from the NCPWD were selected using purposive sampling. Semi-structured questionnaires were issued to hotels’ managers and guests with impairments. Quantitative data was analyzed by employing descriptive and inferential statistics. Inferential statistics applied simple and complex regression models to analyze the impact of personal characteristics, trip-related aspects, physical environment, human interactions, and hotels' policy compliance on the satisfaction of People with Physical Disabilities (PwPDs). At a 95% significance level, the data revealed a R squared of 0.614 and an adjusted R squared of 0. 562. This revealed that in the selected hotels, PwPDs interactions with others, their demographic characteristics, the hotels ’physical environment and trip related factors collectively accounted for 56.2% of the satisfaction thereby indicating a positive and significant impact. The study suggested that these hotels ought to implement ADA rules and improve their architectural designs to allow for unlimited access of their amenities and services for individuals with physical disabilities, aiming to increase their satisfaction levelsItem Work Environment of Housekeeping Employees on Job Performance in 3–5 Star Hotels in Nairobi City County, Kenya(Kenyatta University, 2025-11) Owiti, Rose AdhiamboThe Multinational Labor Criterion on Safety and Health of employees has categorized hotel employees among the high-risk groups. Many studies show that hospitality and service employees work in an ever-changing work environment, which poses significant challenges to their performance. The housekeeping department is the keystone of a hotel. It takes care of cleanliness of the entire hotel and keeps a stock list and maintenance of all the accommodation and public areas. Managing human resources is the key tool to improve job performance. It is against this context that the research was undertaken. Specifically, the study examined the influence of the work environment factors i.e. employee health and safety, teamwork and managerial support, on the job performance of housekeeping employees in 3–5-star hotels in Nairobi County, Kenya, while also assessing the moderating role of organizational culture on the relationship between work environment and the performance of housekeeping employees in 3–5-star hotels in Nairobi County, Kenya. The study was guided by the Job Demands - Resource Theory, Human Capital Theory and Person – Environment Fit Theory, which together explain how work environment, management support and organizational culture shape employee performance. Targeted respondents were rooms, laundry and public area employees of the housekeeping department in 3–5-star hotels. Primary data was collected from sampled housekeeping staff of 3 – 5-star hotels in Nairobi, using structured self-completion questionnaires. Sample frame was drawn from housekeeping top management through purposive sampling and from the middle and lower management through cluster sampling. Descriptive statistics used for analyzing data included mean, standard deviation and percentiles. Relationship between study variables was established using inferential statistics. Data was analyzed using The Statistical Package for Social Scientists (SPSS). Analyzed data was presented using frequencies, percentages, tables and charts. With r =0.692, r2 = 0.478, F (1, 118) = 108.18 at P = 0.001 < 0.05, it was concluded that employee health and safety have positive significant influence on employee job performance. Further, teamwork [r = 0.633, r2 = 0.401, F (1, 118) = 79.08, P = 0.001 < 0.05] has positive and significant influence on employee job performance. In addition, managerial support [r = 0.730, r2 = 0.533, F (1, 118) = 134.54, P = 0.001 < 0.05] has a positive, significant influence on employee job performance. The study also established, organizational culture to have no moderating influence on the relationship between work environment and employee performance [r2 = 0.61, F (1, 118) = 0.185, P = 0.668 > 0.05]. The study concluded that improving employee health, promoting teamwork and enhancing managerial support substantially improve housekeeping employee performance. The study recommended that employee health and safety should be enhanced through initiatives like regular health check-ups, ergonomic adjustments, and proper safety training. Further, it was recommended that hotels should focus on fostering and nurturing teamwork through effective communication, mutual support, and shared goals to enhance teamwork dynamics. It also recommended hotels to prioritize and cultivate a supportive managerial approach by engaging with housekeeping staff and offering guidance when needed. The study also recommended that while organizational culture did not directly influence the relationship between the variables, organizations should continue to focus on fostering a positive and supportive culture that aligns with their values and goals.Item Staff Appraisal and Sustainable Organizational Performance: An Analysis of Hospitality Sector in 3–5-Star Hotels in Nairobi City County, Kenya(Kenyatta University, 2025-10) Omboga, Cosmas MakoriHuman resources remain the most critical asset for firms seeking sustainable competitive advantage, particularly in the service industry, where performance is tied directly to employee effectiveness. Among the essential human resource practices are employee evaluation tools, which shape recruitment, performance management, and employee development. In Nairobi City County, 3–5 star hotels face pressing challenges, including intense competition, customer retention, satisfaction, and organizational performance. This study investigated the role of employee evaluation frameworks in enhancing organizational effectiveness, focusing on how evaluation methods impact the operations of 3–5 star hotels in the Nairobi region. The study pursued four specific objectives: to analyze the influence of management by objectives on organizational effectiveness; to examine the relationship between 360-degree feedback and corporate performance; to assess the contribution of performance metrics to organizational outcomes; and to evaluate the implications of confidential appraisal methods on operational efficiency. A descriptive cross-sectional research design was adopted, targeting 44 hotels with a population of 44 human resource managers and 4,500 employees. Using the Kline (2016) model, a sample of 411 respondents was drawn, comprising all HR managers and 367 randomly selected employees. Data was collected through structured questionnaires and HR manager interviews, then analyzed using descriptive statistics, Chi-square tests, and simple regression analysis. The findings revealed that management by objectives, 360-degree feedback, graphical rating scales, and confidential evaluations significantly influence hotel performance. Notably, 360-degree feedback proved most effective in enhancing personal growth and improving overall operations. Statistical results (p < 0.05) confirmed that employee evaluation methods strongly affect organizational effectiveness. The study concludes that fair and well-aligned evaluations are essential for positive outcomes in star-rated hotels. The study recommended that hotels establish clear objectives, effectively apply feedback systems, and continuously review branding strategies to remain competitiveItem Role of Risk Assessment Strategies on Success of Sports Tourism Events in Nairobi City County, Kenya(Kenyatta University, 2025-08) Chengo, MosesKenya’s sports tourism industry faces a significant obstacle due to the absence of long-term, sustainable strategic planning and development. A key indicator of this challenge is the spread of numerous small and medium-sized accommodation facilities across the country, many of which operate outside the formal tourism development framework and contribute little to regional growth. Compared to other branches of tourism, sports tourism remains underdeveloped and undervalued in Kenya and across much of Africa. One critical component in managing sporting events is risk assessment, which involves the combined efforts of organizers, municipal authorities, police, and safety agencies to ensure secure and successful events. The purpose of this study was to assess the effect of risk assessment methodologies on the success of sports tourism events. Specifically, the study sought to: profile sports tourism events and venues in Nairobi City County, Kenya; examine the influence of risk assessment and risk management strategies on sports tourism events and evaluate the moderating role of financial capability in the relationship between risk assessment, risk management strategies, and sports tourism events within Nairobi City County. A descriptive research design was employed, focusing on 17 major sporting venues in the county. The study engaged a total of 340 participants and 69 managers, with 17 managers and 105 athletes selected purposively. Data collection was conducted through questionnaires and interview guides, which allowed respondents to share their views freely. Both descriptive and inferential statistics were used to analyze the data. Linear regression modeling was applied to establish the relationship between the independent variables (risk assessment and risk management strategies) and the dependent variable (success of sports tourism events). Results were presented in tables, charts, and bar graphs. Findings from the multiple linear regression analysis showed a coefficient of determination (R²) of 0.700, indicating that 70% of the variation in the success of sports tourism events could be explained by risk assessment and risk management strategies. Moreover, the relationship between these strategies and event success was found to be positive and statistically significant (β = 0.837, p = 0.000 < 0.05). The study further revealed that financial capability had a moderating effect on the relationship between risk assessment strategies and the success of sports tourism events. Based on these findings, it was concluded that effective risk assessment and management practices play a crucial role in the success of sports tourism. The study therefore recommends the adoption of a multi-agency approach to enhance risk assessment procedures and protocols, ensuring that sporting events are managed more effectively and sustainably in Nairobi City CountyItem Efficacy of Digital Marketing Platforms on Performance of Star-Rated Hotels in Mombasa County, Kenya: Moderating Role of ICT Infrastructure(Kenyatta University, 2025-09) Mbitha, Angore BenedictThe growing reliance on digital marketing has transformed the hospitality industry, with online platforms becoming key tools for enhancing hotel performance. In the county of Mombasa Kenya, star-rated hotels face increasing competition in a market where tourism is a significant economic driver. Despite the widespread adoption of digital marketing strategies, there is limited understanding of their specific impact on hotel performance, particularly in the context of ICT infrastructure. While ICT infrastructure is often assumed to be a critical enabler of digital marketing effectiveness, its actual role in moderating this relationship remains unclear. This gap in the literature formed the basis of the study, which sought to explore the efficacy of digital marketing platforms in improving hotel performance, with a specific focus on the moderating role of ICT infrastructure. Guided by the Resource-Based View (RBV) and the Commitment-Trust Theory, this study explored how internal capabilities (e.g., digital marketing strategies) and relational trust (e.g., customer engagement) influence hotel performance. These theories are particularly relevant in explaining how hotels leverage digital marketing tools and ICT resources to gain competitive advantage and foster customer loyalty. Using an explanatory research design, the study investigated the impact of email marketing, social media marketing, online travel agencies (OTAs), and website optimization on the performance of star-rated hotels in the county of Mombasa. Data were collected from 18 hotels, and statistical analyses were employed to assess the relationships between these digital marketing strategies and hotel performance, while also examining the moderating effect of ICT infrastructure. The findings revealed that email marketing and social media marketing significantly enhance hotel performance, with personalized campaigns improving customer retention and social media engagement boosting visibility and brand perception. OTAs were found to extend market reach, increase occupancy rates, and attract international bookings. Website optimization, with its emphasis on SEO, mobile-friendliness, and user-centered design, was also positively associated with improved performance, particularly in terms of direct bookings and customer satisfaction. Likewise, ICT infrastructure had a significant moderating effect on the relationship between digital marketing strategies and hotel performance. This suggests that ICT infrastructure not only facilitates digital marketing activities but also strengthens the impact of these strategies on performance outcomes. The findings highlight that the quality of digital marketing execution, coupled with the level of ICT infrastructure, plays a crucial role in driving key hotel performance metrics such as repeat purchase, guest purchase behavior, average daily rate, and occupancy rate. This study contributed to the growing body of literature on digital marketing in the hospitality industry by providing valuable insights into how hotel managers in the county of Mombasa can optimize their digital marketing strategies for improved performance. It also supports the prevailing assumption that ICT infrastructure is a key driver of success, emphasizing that effective strategy execution is the primary determinant of performance. The integration of RBV and Commitment-Trust Theory in this context adds depth to our understanding of how internal resources and customer relationships jointly drive hotel performance in the digital age.Item Influence of Sports Tourism Aspects on Performance of Registered Tour Operator Firms in Nairobi City County, Kenya(Kenyatta University, 2025-10) Njoroge, Joseph KamauSport games are catalytic in development of tour operator firms in globally. However, there are few studies that have been carried out on the relationship between sports and tourism development. This is especially in relation to the effect of sporting activities on performance of Tour Operator Firms in Kenya. This study sought to establish the influence of sporting activities on performance of registered tour operator firms in Nairobi City County, Kenya. Specific objectives included determining the influence of sporting categories, sports fun-base, sports activities sponsorship and sports business opportunities on performance of tour operator firms in Nairobi City County, Kenya. It also examined the intervening role of Government policies on the relationship between sport activities and performance of tour operator firms in Nairobi City County, Kenya. The study was based on four theories; intrusion-reaction, the core periphery model, the resource-based theory and the economic impact theory. The study adopted a descriptive survey research design and whose target population was 248 individuals made up of 244 leaders of tour operator firms in Nairobi City County registered with the Kenya Association of Tour Operators (KATO) as of October 2022. It also included the Director, ministry of tourism and wildlife, County Executive Committee Member in charge of Trade, Tourism and Cooperatives at the Nairobi City County, the Director Kenya Tourism Board, and the Director General Sports Kenya. The sample size was 154 respondents arrived at through stratified sampling, purposive sampling and random sampling. This study used semi-structured questionnaire and key informant interviews as tools for primary data collection. For quantitative data the study used descriptive data analysis techniques that included frequencies and percentages, and inferential statistical techniques that were correlation and regression supported by Statistical Software for Statistical Sciences (SPSS. Thematic and content analysis was used in interpreting qualitative data. Output of data analysis has been presented in tables and graphs. The study showed that sports category is positively correlated to TOFs performance and the relationship is no statistically significant at r>0.5. Fun Base is directly correlated to TOFs performance and it is statistically significant at r< 0.05 Sports Sponsorship is directly correlated to TOFs performance but the relationship is not statistically significant at r>0.05. Sponsorship Business Opportunities is directly correlated to TOFs performance and the relationship is statistically significant at r>0.05. Sponsorship Business Opportunities is directly correlated to TOFs performance and the relationship is statistically significant at r<0.01. the study recommends that managers of TOFs should enhance their sponsorship in all sport activities and especially athletics, ballgames, motor sports and water sports, both at the local and international levels. They should enhance branding and advertising of their firms during sport events often with a greater keenness on local sport activities. They should focus on turning sport fans into their customers in order to increase their income from sport activities as well as developing products that encourage high spending and repeat purchase during sporting activities. Insights from the study could enhance TOFs’ management capacity to utilize sports tourism for better financial performance. Strategic planners in tourism industry could also gain from the study since it could help them develop effective strategies that transform sporting activities into opportunities for real wealth. Findings could also guide the government to develop relevant policy that enhance tourism development.Item Cultural Practices, Decision-Making Process and Food Consumption Behaviour of Guests Dining in Four and Five Star Hotels in Nairobi City County, Kenya(Kenyatta University, 2025-06) Mwanzia, Rachel NdungeCultural aspects in four- and five-star hotels influence dining experiences through diverse menu offerings, adherence to religious dietary laws, accommodation of traditional food preferences, and observance of dining etiquette and service customs to enhance guest satisfaction. The shift in today’s restaurant customer expectations in terms of food preferences and concerns about their diet puts the restaurant industry in challenging situations as they strive to achieve customer expectations and preferences that befit their concerns and provide for the varying tastes of each guest. 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. Providing insights into the extent to cultural practices influences guests food preferences, choices, and purchasing decisions. This illustrates the restaurants' need to deliver great food products geared toward fulfilling the guests’ preferences that do not disappoint them due to cultural biases. The information will guide the restaurants on how to prioritize their decisions when planning their products offered and services for the benefit of their guests. The study adopted a descriptive survey design. The study’s target population was guests dining out in restaurants in four and five-star hotels in Nairobi County and respective restaurant managers. A suitable pretest sample of 10 respondents was selected from walk-in guests 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 sampling technique for the Managers was purposive, selecting each Restaurant's Manager. The sample size comprised 385 respondents from a sample of restaurants in 21 hotels ranked as four and five-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 four and five-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. The study concludes that modern-day food consumption behaviors are influenced by several factors, including culture, taboo, religious beliefs, rituals, and thus food choice diversity. Therefore, four and five-star hotel professionals should factor in the cultural element during menu planning to balance the policies on catering, finance, and marketing.Item Role of Local Community-Based Initiatives on Sustainable Tourism Development in Selected Group Ranches in Amboseli Ecosystem, Kajiado County(Kenyatta University, 2025-04) Kyeu, Joshua ValuaThe substantial share of tourism revenues on the national kitty cannot be over-emphasized, and it is evidently becoming a star sector in Kenya. Its exponential growth is notable thus the posterity of the industry needs to be assured. Sustainability is becoming a major topic of concern in all industry constituents including the tourism industry. Tourism stakeholders have had to invent strategies to stay afloat bearing in mind community interests, environmental issues and protecting local community’s cultural integrity. In effort to address the effects that tourism brings to a destination, there is a need for tourism practitioners to adopt a holistic approach to mitigate such effects. By virtue of them being custodians of the touristic resources, local communities should have a stake in the management and running of touristic projects and initiatives. Objectives for this study were: to demonstrate the effect of stakeholder networks on STD in the AE; to appraise the effect of community empowerment with the intervening effect of community involvement and commitment on STD in AE; to illustrate the influence of leadership on STD in the AE and examining the intervening effect of community involvement on the relationship between CBIs and STD in the Amboseli Ecosystem. The purpose of the study was to investigate the role of community-based initiatives on sustainable tourism development in the Amboseli Ecosystem, Kajiado County. Exploratory Research Design was adopted for this study. Target population comprised three different groups, namely the villagers from the group ranches, lodge/camp managers in selected lodges and eco-lodges, KWS officials and NGOs within the AE. The sample size was 420 composed of 399 community members, 15 lodge managers, 3 Kenya Wildlife Service officials, and 3 Non-Governmental Organizations representatives. A variability degree of 0.05, a precision level of 5% and a confidence level of 95% were assumed. The Researcher used questionnaires and structured interviews to collect quantitative data. Questionnaires were organized on a 5-point Likert scale; and the hypothesis was tested using Pearson and Regression Analysis techniques. Study outcomes were stakeholders’ networks had a positive and significant influence on sustainable tourism development (r=0.246, p=0.000). CE had a positive and significant influence on sustainable tourism development for community members (r=0.182; p=0.000). Leadership had a positive and significant influence on sustainable tourism development for community members (r=0.099; p=0.000), while community participation (IV) had a positive and significant influence on sustainable tourism development (r=-0.135; p=0.000). Regression analysis showed that stakeholders’ networks was the highest followed by community empowerment, leadership and finally community participation (IV). Following are recommendations from the study: Fostering networks among stakeholders in the Amboseli Ecosystem, capacity building for leaders, ecosystem officials, group ranch and NGOs officials on matters of sustainable tourism, enactment of proper legislation and structures to ensure involvement of local communities in tourism initiatives, formation of societies through which local tourism entrepreneurs can have an avenue to collectively channel their opinions and grievances and sell their artefacts to tourists rejuvenation of the AE tourism portfolio to ensure promotion of new tourism initiatives that are inclined towards sustainable tourism.Item Crisis Management Approaches and Business Resilience in Three to Five-Star Hotels in Nairobi City County, Kenya(Kenyatta University, 2025-06) Kinyanjui, Angeline WanguiThe hospitality industry has contributed to economic growth and poverty reduction in Kenya. In recent times, the industry has faced various crises that have threatened its survival, such as pandemics (COVID-19) and acts of terrorism, as shown by the downward trend of the Key Performance Indicators. There have been uncoordinated crisis management efforts to mitigate the negative trends. This study investigated crisis management approaches and business resilience in three-to-five-star hotels in Nairobi City County, Kenya. Specifically, the study sought to: find out how proactive planning influences business resilience, find out how business continuity planning influences business resilience, find out how crisis communication influences business resilience, and finally describe the hotel star rating moderating role in the relationship between crisis management and business resilience. A mixed-methods research design was used. Both quantitative and qualitative data was collected by use of both the questionnaire and interview schedule as the tools for data collection from the target population, who were the general managers and senior departmental managers in the hotels. Seventy-one departmental managers selected using stratified sampling filled in the self-administered questionnaires, while five general managers purposively selected were interviewed as key informants. Descriptive and inferential statistics, including frequencies, percentages, means, correlations, linear and moderated regressions, were computed. Qualitative data was analyzed using thematic analysis. The study determined that there were prevalence crisis risks with a mean score of 2.65 for 3-star, 2.84 for 4-star, and 2.82 for 5-star hotels. Proactive planning had a strong positive and significant correlation with hotel business resilience (p<0.05); the effect level of proactive planning on hotel business resilience for 3-star, 4-star, and 5-star hotels was as captured in R-square values (R2=0.356, R2=0.338, and R2=0.275), respectively. Business continuity planning had a strong positive and significant correlation with hotel business resilience (p<0.05); the effect level of business continuity planning on hotel business resilience on 3-star, 4-star, and 5-star rated hotels was as captured in the R-square values (R2=0.344, R2=0.352, and R2=0.380) respectively. Significant correlation between crisis communication and hotel business resilience (p<0.05) was reported. The effect level of crisis communication on business resilience in 3-star, 4-star, and 5-star rated hotels was as captured in the R-square values (R2=0.668, R2=0.707, and R2=0.614) respectively. The moderation role of star rating on the relationship between crisis management approaches and business resilience was tested through linear regression analysis, and the decision made based on P-value<0.05; The relationship between crisis management and hotel business resilience was significantly moderated by hotel star rating (change in R2 0.056=0.291-0.235; P-value=0.033<0.05). Hotel star rating significantly moderated the relationship between proactive planning, business continuity, crisis communication planning, and hotel business resilience (p<0.05) with a change in R2 (0.292-0.20=0.02), R2 (0.292-0.32=0.028), and R2 0.292-0.49=-0.198) respectively. It was established that higher star rating was tandem to the less effect crisis management had on business resilience. The study recommended that; hotels embrace crisis management approaches model and adopt strategic crisis management planning to mitigate challenges and exploit opportunities for enhanced business resilience, government agencies should support and fund training of hotel staff on crisis management practices to enhance sector-wide resilience, and replication of the study in the other counties, hotels of all star ratings and other sectors of the hospitality industry such as restaurants, in order to validate and allow generalization of findings.Item Green Practices and Competitive Advantage among Tourist Hotels in Nyeri County, Kenya(Kenyatta University, 2025-06) Mutitu, Isaac WambuguHotel industry is one of major economic segment to the achievement of the Kenya Vision 2030. The hotel sector in Kenya is a significant contributor of GDP and source of employment to thousands of Kenyans. However, many hotels have relied much on the quality of hotel product and services as an avenue to achieving competitive advantage disregarding the role of environment sustenance and its role in promoting competitive advantage in the hotel sector. The integration of environmental concept to hotel activities is termed as hotel green practices. This study investigated the influence of hotel green practices on competitive advantage of tourist hotels in Nyeri County within Mt Kenya Tourism Circuit. The research employed a descriptive cross-sectional survey design. The target population comprised 50 classified tourism hotels in Nyeri County and 9 government officers from relevant regulatory bodies. Stratified random sampling was used to select hotels, while purposive sampling was applied for government officers. Data collection utilized semi-structured questionnaires for hotel managers and interview schedules for government officers. Primary data analysis combined both qualitative and quantitative approaches. Qualitative data was analyzed using thematic content analysis while quantitative data utilized descriptive statistics, correlation and regression analysis at 0.05 significance level. The study achieved a reliability coefficient of 0.812 using Cronbach's alpha, indicating high internal consistency of the research instruments. The findings revealed significant positive relationships between green practices and competitive advantage: waste management (β = 0.743, p = 0.000), water management (β = 0.777, p = 0.000), energy conservation (β = 0.838, p = 0.000) and green marketing (β = 0.620, p = 0.000). The regulatory framework demonstrated a partial mediating effect between hotel green practices and competitive advantage. The study recommends that hotels implement integrated waste management systems with digital tracking mechanisms, install smart water metering systems with specific conservation targets, establish renewable energy programs targeting 30% of total energy consumption, and develop strategic green marketing initiatives with measurable environmental performance metrics. For policymakers, the study recommends establishing clear environmental standards with tax incentives for verified achievements. These recommendations aim to enhance both environmental sustainability and competitive advantage in the hotel sector.Item Inclusivity and Participation of the Child in Leisure Travel within Nairobi City County, Kenya(Kenyatta University, 2025-02) Chebet, RhodaDespite being influential members of the family structure in decision-making, especially on the consumption of the hospitality, tourism and leisure products and services, children remain un-noticed, un-consulted and invisible to the policy makers, academia and the product and service providers of the sector. This study focused on examining the inclusivity and participation of the child in leisure travel within Nairobi City County. The study was based on two theoretical concepts, muted group theory and standpoint theory. To achieve a comprehensive and well-supported understanding of the research problem, a mixed-method research design was employed concurrently. This approach aimed to capture both the breadth and depth of insights. The research strategy encompassed surveys and comprehensive interviews with various demographic groups of interest. Data was gathered utilizing surveys and audio recordings from four leisure travel destinations and attractions within Nairobi City County. The reliability analysis resulted in a Cronbach value of 0.809. Descriptive and logistic regression were used as methods of analysis. Results revealed that the R2 before introducing the purchase influence of the child variable on relationship between child inclusivity components and child participation in leisure travel was 58.1% but after introducing purchase influence of the child as an additional factor with moderating effect, the R2 improved to 70.9% implying that purchase influence of the child significantly raises the child participation in leisure travel. The coefficient of determination of 58.1% of the variations in child participation in leisure travel implied that attitudinal components, environmental components and institutional components are good predictors of child participation in leisure travel. The results suggested that attitudinal factors exhibited a significant and positive association with child involvement in recreational travel within Nairobi City County (β=0.39, p=0.000). Similarly, environmental factors demonstrated a positive and statistically significant correlation with child participation in leisure travel within the same area (β = 0.111, p = 0.000). Additionally, institutional factors exhibited a positive and statistically significant connection with child engagement in leisure travel within Nairobi City County (β = 0.204, p = 0.000). The research concluded that purchase influence of the child significantly affects relationship between child inclusivity components and child participation in leisure travel within Nairobi City County. The study also concludes that attitudinal components, environmental components and institutional components are vital in promoting child participation in leisure travel within Nairobi City County. Based on the current research, it is advisable to take into account the preferences and viewpoints of the child when designing and marketing leisure travel products and services. Further, policies and regulations that guide the provision of leisure travel products and services that are child centered should be formulated. Finally, the development of child friendly leisure travel products and services should be given consideration.Item Assessing Information Communication Technology Use on Performance of Fast Food Restaurants in Nairobi County, Kenya.(Kenyatta University, 2019-06) Murithi, Purity KanyuaThe purpose of this study was to assess Information Communication Technology use and performance of fast food restaurants (FFRs) in Nairobi County, Kenya. Given today's competitive market conditions, customers in hospitality industry have become more selective with their produet and service choices. 1t is therefore difficult to meet their increasing demands, which make providing and maintaining customer satisfaction one of the biggest challenges for managers in this industry. Some firms have employed various strategies 1o survive in the industry like adoption of Information and Communication Technology (ICT). The study therefore aimed at assessing ICT use and performance of fast food restaurants in Nairobi County, Kenya. The specific objectives of the study were to: explore the intensity of ICT component usage in FFRs, determine the influence of customer frequency of visit on ICT use and their level of satisfaction, establish the relationship between ICT usage and operational efficiency in FFRs and to evaluate the effect of ICT usage on customer satisfaction in FFRs in Nairobi County, Kenya. Across sectional research design was used for this study and convenience sampling technique was used in selecting the samples for this study. Questionnaires were used to collect primary data. 163 questionnaires were administered to the employees and 260 questionnaires to customers. Both descriptive and inferential statistics were used to analyze the information collected. The findings revealed that ICT components are available in the fast food restaurants though they are limited with the overall rating of (1=2.9) which is moderate as per the scale used. This study found out that the intensity of ICT use in fast food operations was in the range of (1=1.9 10=2.1) which is low. Correlation between intensity of ICT use, operational efficiency and customer satisfaction was carried out and the relationship between ICT use and operational efficiency had a p value of 0.000 and r value of 0.662 indicated a strong positive relation between the two variables, and therefore the null hypothesis that there was no significant relationship between the intensity of ICT use and operational efficiency in fast food restaurants was rejected. The relationship between ICT use and customer satisfaction had a p value of 0.000 and r value of 0.307 which indicated a moderate positive relationship between the variables, and therefore null hypothesis that there was no significant relationship between the intensity of ICT use and customer satisfaction in fastfood restaurants was rejected. From the findings the conclusions drawn were: ICT adoption influences FFR performance by reduction of customer complaints, over 50% of the FFRs had no point of sale terminals, ICT was mainly applied in marketing and menu management as opposed 1o table reservations, inventory management and reporting systems, ICT use in FFRs had an impact on customer frequency of visit. The recommendations made from the findings were: Management of FFRs should increase point of sale terminus because 50 % of FFRs had none, use of electronic pay system should be increased in order to enhance efficiency in guest billing cycle which reduces customer complaints, statistics and report system should be adopted and implemented in FFRs because they are least used with a rating of 51.7 and the hotel and restaurant policy makers should consider ICT components as key element when they are assessing hospitality sectors for classification and rating.Item Influence of Career Development on Employee Retention in 3-5 Stars Rated Hotels in Nairobi City County, Kenya(Kenyatta University, 2023-02) Wanjohi,Caroline MumbiCareer development is a systematic planning strategy for linking the corporate career needs and requirements of a company's workforce with employee career aspirations, and it comprises activities carried out by both the individuals and organizations in order to satisfy career goals and employment requirements. Previous studies affirm that globalization has subjected many employees to focus on improving and upgrading their competencies so as to fit in the international market. Among those highly affected are employees in developing countries that are keen to connecting with the world markets. Similarly, African countries, the majority of which are classified as developing countries, are focusing on adopting career development strategies employed by developed countries in order to help them accomplish their professional goals and employment needs. Employee retention is a key important aspect for the hospitality industry considering that the sector employs more people than any other industry in any given economy. The major objective is to establish career advancement techniques and staff retention in a 3-5-star hotel in Nairobi, Kenya, in order to ascertain the underlying factors contributing to the industry's high employee turnover rate. The study's objectives were, to assess the influence of human resource policies, analyze the impact of succession planning, quantify the impact of training, and measure the influence of job rotation on employee retention. The study benefited the government, policymakers, the management and staff of 3-5 star hotels in Kenya by providing information that help them identify areas to concentrate on in order to lower high employee turnover rates and save money on employee replacement and training. The study employed a cross sectional descriptive research design. Nairobi hotels were picked because they attract visitors from all over the world and represent the city accurately. The study population target was 2374 employees employed on contract employment in 3-5 star rated hotels in Nairobi City County. Using Yamane's (1967) formula, the sample size proportions from the entire population was calculated. A total of 342 people working in operational departments and upper management were included in the sample. Employees in the operational department were surveyed using structured questionnaires, while interviewing rules was used to engage the company's senior executives. Descriptive statistics and Simple Linear Regression Analysis were used to examine the data. The outcomes were used to display the findings. According to the research regression coefficient findings, human resource policy is favorably and substantially connected to employee retention (= 0.163, p=0.000). Furthermore, coefficient regression findings suggest that succession planning and staff retention are positively and substantially associated (= 0.166, p=0.000). Moreover, the results of a regression analysis (=0.173, p=0.000) reveal a positive and robust relationship between the cost of training employees and the likelihood that they would remain with the company. Job rotation was shown to have a positive and significant relationship with employee retention (= 0.167, p=0.000) based on regression of coefficient results. Finally, the use of ICT was a significant (partial) mediator of the relationship between career progression and staff retention in hotels rated three to five stars in Nairobi city county Kenya. To increase staff retention, the research advised that the hotel sector adopt a clearly written HR policy on employee retention methods that provide a vibrant and pleasant working atmosphere. The report also suggested that the hotel business institute a work rotation scheme to make employees feel more valuable, boost morale, increase engagement and improve knowledge and other organizational skillsItem Brand Experience and Post-Purchase Behavior among Millennial Guests in Classified Hotels in Nairobi City County, Kenya(Kenyatta University, 2024-06) Muli, Josephine NthenyaMillennials are quickly emerging as the hospitality industry's primary target market. Players in this industry are often faced with stiff competition and other uncertainties, with each hotel brand trying to scramble for the attention of this cohort. Customer loyalty is among the most long-term resources of the hotel, while post purchase behaviour can be developed as a long-term common valuable relationship with hotel guests. This investigation aimed to evaluate the influence of brand experience and post purchase behaviour of millennial guest of classified hotel brands in Nairobi City County, Kenya. There is scanty literature on millennial guests and their brand experience and post purchase behaviour of classified hotel brands in Kenya. This study sought to fill the knowledge gap in this area. The research was conducted among millennials in Nairobi City County. An embedded mixed-method research design was applied to collect quantitative and qualitative data from millennial guests born from 1982-2002. Convenience sampling was used to select millennial respondents from each hotel category, while purposive sampling was used to collect supplementary information from the managers. A sample size of 384 respondents was obtained from the possible 10,000 target population of millennial guests in classified hotels in Nairobi City County. Questionnaires and interview schedules were used to collect data from millennial hotel guests and front office and restaurant managers. A pretest of the questionnaire and interview was conducted to evaluate their reliability and validity for the current research. Quantitative data analysis with Stastical Package for Social Sciences v.29 comprised descriptive statistics (frequencies, percentages, means, and standard deviations) and inferential statistics (multiple linear regression). Hierarchical linear regression analyses were performed to test the moderating role of each socio-demographic characteristic on the influence of hotel brand experience on the post-purchase behaviour of millennial guests. Thematic analysis with NVivo was applied to analyse data collected from key informants. The findings revealed significant positive relationships between facets of hotel brand experiences comprising price (r = 0.563, p < 0.001), sensory (r = 0.784, p < 0.001), affective (r = 0.712, p < 0.001), behavioural (r = 0.613, p < 0.001) and ambience (r = 0.796, p < 0.001) had a statistically significant positive relationship on hotel brand experience and post-purchase behaviour of millennial guests. Additionally, gender, age, education, income, and hotel star rating had significant moderating effects on the influence of hotel brand experience on the post-purchase behaviour of millennial guests. The study recommends that managers of classified hotels consider the current research results when developing brand experience strategies to boost future business among guests of the dynamic millennial generationItem Destination Image and its Influence on Visitor Preferences in Gaborone City, Botswana(Kenyatta University, 2024-11) Laletsang, MmathapeloThis study aimed to evaluate cognitive and affective destination image and its influence on visitor preferences in Gaborone, Botswana. The objectives of this study were to determine the effect of visitor profile on visitor preferences of Gaborone City, to analyze the influence of destination physical and natural attractions on visitor preferences of Gaborone, to investigate the relationship between destination facilities on visitor preferences in destination Gaborone Botswana, to examine the influence of destinations visitor management on visitor preferences of Gaborone City, to investigate the influence destinations affective image on visitor preferences in destination Gaborone, and to explore the intervening effect of tourism stakeholders involvement on the relationship between cognitive and affective destination and visitor preferences in Gaborone City, Botswana. Descriptive survey design was used for the study population and their characteristics. The target population comprised 3750 domestic tourists, out of which 360 domestic tourists who visited Gaborone City departing through use in full the first time were sampled. Structured questionnaires were used to collect quantitative data, and interview schedules will be used to collect qualitative data. Quantitative data was analyzed using descriptive and inferential statistics. Results were presented in tables, charts and graphs. Thematic analysis was used to analyze qualitative data, which was presented as direct quotations, selected anecdotes, and comments from informants to emphasize the informants' actual words. The results of this study will assist in packaging destination Gaborone for better competitiveness. The findings revealed an R-squared value of 0.509, implying that cognitive and affective destination image variables used in this study explained 50.9% of the variations in visitor preferences in Gaborone City, Botswana. The study also found that there exists a significant association between visitor’s age, gender of respondent, education level, Occupation, length of stay and visitor preferences of tourism destination in Gaborone City (p-value<0.05); physical attractions had insignificant effect on visitor preferences in Gaborone (p=0.251>.05); facilities had a positive but significant effect on visitor preferences in Gaborone (β = 0.280, p<.05); visitor management had a positive but significant effect on visitor preferences in Gaborone (β = 0.304, p<.05); affective image had a positive and significant effect on visitor preferences in Gaborone (β = 0.274, p<.05). Moreover, the study established that stakeholders’ involvement had a significant moderating effect on the relationship between cognitive and affective destination image and visitor preferences. The study concludes that Gaborone City as a tourist destination provides a variety of facilities, offers quality services, and is cost-effective, thus improving destination facilities in the City of Gaborone City has the likelihood of enhancing visitor preferences of destination Gaborone. The study, therefore, recommends that the management of destination Gaborone City should improve visitor management, which had a positive and significant effect on visitor preferences. In particular, the management should ensure that visitors have access to information, make bookings easy, and also improve safety and security.Item Influence of Collaborative Tourism Governance on Beach Tourism Performance in Kwale County, Kenya(Kenyatta University, 2024-08) Nassib, Omar NyahiCollaborative tourism governance among the stakeholders is one of the approaches used to manage tourism destinations. This approach is not devoid of bottlenecks. This study sought to establish the influence of collaborative tourism governance on tourism performance in Kwale County. The specific objectives were to; profile tourism associations involved in tourism collaborations in Kwale County, review the impact of tourism partnerships on the performance of tourism in beaches of Kwale County, examine factors associated with influencing the successful operations of tourism partnerships for better tourism performance in Kwale County and find out the effective tourism collaborative governance process for better tourism performance in Kwale County. This study adopted a descriptive research design and mixed methods of collecting quantitative and qualitative primary data. The study was conducted at the beaches of Kwale County which have a wide range of tourist attractions and a variety of tourism stakeholders. The target population of the study were senior officers working involved in tourism activities working for the National government and its affiliated tourism agencies; senior tourism and trade officers working for Kwale County Government and private associations involved in tourism activities in Kwale County. A total of 16 key informants (2) from each stakeholder category were targeted for in depth interviews while a total of 100 respondents from 25 local beach associations were targeted. Purposive sampling techniques were used to select 2 senior officers or officials for interviews. Purposive sampling was used to select 4 respondents in each association for the survey. Primary data from senior officers was collected using key informant interview schedule. On the other hand semi-structured questionnaire was used to collect quantitative and qualitative primary data from representative of local associations. A pre-test of the questionnaires was carried out in Kilifi County to determine their reliability. Descriptive statistics such as frequencies, modes, means, variances, and standard deviations were used to analyse quantitative data using Statistical Package for Social Sciences version 22. Cross tabulation was used to determine the relationship of study variables. Multiple linear regression fitness model analysis was used to predict the influence of the independent variables on the dependent variable. Quantitative findings were presented in tables and charts. Based on the findings of this study and the testing of the four research hypotheses that formed the framework of this study and the results of the regression model used it can be concluded that: tourism associations and alliances, the impact of tourism partnership, factors associated with influencing the operations of tourism alliances and effective tourism governance process play a critical role in the performance of beaches in Kwale County. The study recommends that a profile of tourism partnerships in Kenya be done and their role and mandate in the tourism industry be established. Secondly, the study also recommends for a SWOT model be developed to ensure that all the positive and negative attributes of a beach destination concerning collaborative governance are identified. Thirdly, the study recommends transparency and seamless communication amongst all tourism stakeholders. Lastly, the study recommends the government, and other private tourism stakeholders develop clear policies regarding collaborative governance, especially in beach tourism destinations.Item Compensation Strategies and Labour Turnover among Employees of 3-5 Star-Rated Hotels in Nairobi City County, Kenya(Kenyatta University, 2024-03) Mutiso, Joan MbitheEmployee turnover is a key challenge in the hospitality Industry today. Compensation plays an important role in determining employees’ job satisfaction. The study aims to determine different types of compensations in practice in Hotels under study and analysis the type which attracts retention of employees more. This study was guided by five objectives: To assess the influence of the direct financial compensation strategies on labour turnover intentions of employees in 3-5 star rated hotels in Nairobi City County, Kenya; To evaluate the influence of the indirect compensation (fridge benefits) strategies and Labour turnover intentions among employees in 3-5 star rated hotels in Nairobi city county, Kenya; To establish Non-Financial Compensation strategies that influence Labour turnover intentions among employees in 3-5 Star Rated Hotels in Nairobi City County, Kenya; To examine the influence of the compensation practices on Labour turnover intentions among employees in 3-5 in star rated hotels in Nairobi City County, Kenya; To determine the moderating effect of socio-demographic factors (Age, gender,Education,income) on the relationship between compensation strategies and labour turnover intentions in 3-5 star rated hotels in Nairobi City county, Kenya. The study was guided by the Herzberg’s two factor theory of motivation and Expectancy theory. Descriptive research designs was used. A semi-structured closed ended questionnaire was used to collect data. The target population comprised a total of 463 managerial and operative staff. A stratified random sampling technique was used and a sample of 210 respondents selected and questionnaires administered. The Human Resource Managers were purposively included in the sample and interviews were scheduled for them as key informants. Data obtained was analysed using chi square contingency test and odd ratio to evaluate the association of direct financial strategies, indirect financial strategies, non- financial strategies and compensation strategies. Content analysis technique was utilized to analyse qualitative data. The findings were; that majority of employees in the 3-5 star rated hotels were between the age of 31- 40 and had Diploma level of education. Although base pay and commissions were the most popular compensation alternatives with a P<0.05, they were not significantly related to employee turnover, whereas indirect and non-financial compensation were significantly associated with employee turnover with 42.2% indicating that they would likely leave. On hypothesis testing, the null hypothesis for objectives one to three were reported as statistically significant with a P-Value less than 0.05. This indicates that direct, indirect and non-financial compensation strategies influence employee turnover (P<0.05). Notably, compensation practice does not influence turnover (P>0.05). The study concludes that a mix of compensation strategies, salary packages and improved working environments should be enhanced to reduce Labour Turnover. The likelihood of exit is high in the 3-5 is high with a P<0.08 thus the study recommends that the Hotels under study apart from base pay and commissions, should also provide their employees with special employee retention packages such as retirement benefits, insurance cover, medical allowance, travel, meal and recognition allowances. In addition, periodic review of employee benefits based on the prevailing market dynamics. The study recommended that a comprehensive compensation package be provided to reduce labour turnover intensions.Item Brand Experience and Post-Purchase Behavior among Millennial Guests in Classified Hotels in Nairobi City County, Kenya(Kenyatta University, 2024-06) Muli, Josephine NthenyaMillennials are quickly emerging as the hospitality industry's primary target market. Players in this industry are often faced with stiff competition and other uncertainties, with each hotel brand trying to scramble for the attention of this cohort. Customer loyalty is among the most long-term resources of the hotel, while post purchase behaviour can be developed as a long-term common valuable relationship with hotel guests. This investigation aimed to evaluate the influence of brand experience and post purchase behaviour of millennial guest of classified hotel brands in Nairobi City County, Kenya. There is scanty literature on millennial guests and their brand experience and post purchase behaviour of classified hotel brands in Kenya. This study sought to fill the knowledge gap in this area. The research was conducted among millennials in Nairobi City County. An embedded mixed-method research design was applied to collect quantitative and qualitative data from millennial guests born from 1982-2002. Convenience sampling was used to select millennial respondents from each hotel category, while purposive sampling was used to collect supplementary information from the managers. A sample size of 384 respondents was obtained from the possible 10,000 target population of millennial guests in classified hotels in Nairobi City County. Questionnaires and interview schedules were used to collect data from millennial hotel guests and front office and restaurant managers. A pretest of the questionnaire and interview was conducted to evaluate their reliability and validity for the current research. Quantitative data analysis with Stastical Package for Social Sciences v.29 comprised descriptive statistics (frequencies, percentages, means, and standard deviations) and inferential statistics (multiple linear regression). Hierarchical linear regression analyses were performed to test the moderating role of each socio-demographic characteristic on the influence of hotel brand experience on the post-purchase behaviour of millennial guests. Thematic analysis with NVivo was applied to analyse data collected from key informants. The findings revealed significant positive relationships between facets of hotel brand experiences comprising price (r = 0.563, p < 0.001), sensory (r = 0.784, p < 0.001), affective (r = 0.712, p < 0.001), behavioural (r = 0.613, p < 0.001) and ambience (r = 0.796, p < 0.001) had a statistically significant positive relationship on hotel brand experience and post-purchase behaviour of millennial guests. Additionally, gender, age, education, income, and hotel star rating had significant moderating effects on the influence of hotel brand experience on the post-purchase behaviour of millennial guests. The study recommends that managers of classified hotels consider the current research results when developing brand experience strategies to boost future business among guests of the dynamic millennial generation.Item Human Capital Management Practices and Organisational Performance of Lodges and Tented Camps in National Parks in Uganda(Kenyatta University, 2023-12) Karisa, Silas KitiHuman capital management practices in an organisational context refer to recruiting and selecting the most fitting employees and managing their tasks effectively to optimise their performances. In human capital management, employees are perceived as assets whose present worth can be evaluated and measured and whose future worth can be boosted through further investments. The hotel industry in Uganda, especially lodges and tented camps in national parks, has faced the challenge of decreased organisational performance. Thus, the current study sought to examine the influence of human capital management practices on the organisational performance of lodges and tented camps in Uganda’s national parks. Specifically, the current sought to examine the influence of recruitment and selection, training and development, performance appraisals, and rewards and recognition on the organisational performance of lodges and tented camps in Uganda national parks. Using an embedded research design, this study targeted 225 heads of department as survey participants and 45 managers of lodges and tented camps as interview participants. A census of all survey participants was considered, whereas a purposive sampling technique was adopted to select interview participants. Data in the current study was collected through an online survey and interviews. Descriptive statistics of the means, standard deviation, percentage and frequencies were used to summarise the sample characteristics and identify the response patterns. Hypotheses derived from the objectives were tested using multiple linear regression. Qualitative data collected from managers of lodges and tented camps were analysed thematically, and direct quotes were presented together with the descriptive results. Results were presented in tables and graphs. Results of the current study revealed significant positive relationships between recruitment and selection and organisational performance (β = 0.223, t = 4.796, p = .001), performance appraisals and organizational performance (β = −0.356, t = 8.537, p = .000), and rewards and recognition and organizational performance (β = 0.242, t = 7.125, p = .001). However, an inverse relationship was found between training and development and organizational performance (β = 0.489, t = 14.455, p = .000). Thus, the current study recommends that managers of lodges and tented camps in Uganda national parks encourage the adoption and implementation of the human practices because they are essential tools in bettering human capital resources and inspiring suitable conducts that boost organizational performance