RP-Department of Hospitality Management
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Item 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 ChegeWorld 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.Item Effect of Purchase Influence of the Child on the Relationship between Inclusivity and Child Participation in Leisure Travel within a Family Setting(Journal of Hospitality and Tourism Management, 2025-02) Chebet, Rhoda; Munyiri, Esther; Teresa KinuthiaChildren's influence on family purchase decisions in leisure travel is growing. However, there remains a significant gap in understanding how this purchase influence affects the relationship between inclusivity and participation outcomes. Previous research has predominantly focused on adult preferences while overlooking how children's purchase influence shapes both inclusivity efforts and participation in family leisure travel. This study aimed to investigate the effect of Purchase Influence of the Child on the relationship between Inclusivity and Child Participation in leisure travel within a family setting. The research was grounded in muted group theory and standpoint theory, which provided frameworks for understanding how children's purchasing power affects their inclusion and participation in leisure travel. A concurrent mixed-method research design was employed, utilizing both quantitative and qualitative approaches. Data was collected from 378 parents through questionnaires and 9 children through interviews across four major leisure destinations in Nairobi City County. The reliability analysis yielded a Cronbach's alpha of 0.809. Data analysis employed descriptive statistics and logistic regression. Results revealed that purchase influence of the child significantly moderates the relationship between inclusivity and participation in leisure travel, evidenced by an increase in R² from 58.1% to 70.9% after introducing the purchase influence variable. The regression analysis showed a positive and statistically significant influence of children's purchase influence on this relationship (β=.301, p = 0.000). The study concludes that children's purchase influence serves as a crucial moderating factor in strengthening the relationship between inclusivity initiatives and participation outcomes in family leisure travel. The study recommends that leisure travel providers develop targeted marketing strategies that acknowledge children as primary stakeholders and implement child-centric product and services development approaches.Item 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 ChegePurpose 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.Item Sporty Moments and Tourism Development: The Involvement of Local Community in Sports Events Hosting(Journal of Hospitality and Tourism Management, 2023) Chepkemei, CharityIn the 21st century, sports events hosting has emerged as a strategic tool for enhancing tourism sectors in various destinations, including Kenya. Despite this, academic research on the viability of sports events hosting as a tourism product in Kenya has been limited. Therefore, this study aims to explore the influence of local community involvement in sports events hosting on tourism development in Uasin Gishu County, with a specific focus on the urban area of Eldoret and its metropolitan regions. The study's theoretical foundation is based on social exchange theory. The research design adopts a cross-sectional approach, with 552 respondents. The sample includes 384 locals, 152 sports tourists, six event managers, eight hotel managers, and two tourism county officials. Data collection involves questionnaires and interview schedules. Quantitative data is analyzed using the Statistical Package for Social Sciences (SPSS), employing descriptive and inferential analyses. Qualitative data undergoes text/content analysis, and its integration with quantitative findings is presented during the discussion. The study's findings reveal a positive and statistically significant relationship between local community involvement in hosting sports events and tourism development (r=0.723, p=0.000). Impressively, local community involvement accounts for 52.2% of the variability in tourism development. Based on these results, the study concludes that local community involvement significantly influences hosting sports events and is associated with regional tourism development. To optimize the benefits derived from hosting sports events, the study recommends adopting a local community-centered approach in managerial, policy, and marketing aspects. By incorporating macro-level involvement through community groups and individual participation, a more equitable distribution of benefits can be achieved, fostering tourism development.Item Sensory Brand Experience and Post-Purchase Behavior among Millennial Guests of Classified Hotels in Nairobi City County, Kenya(Journal of Hospitality and Tourism Management, 2023) Muli, Josephine Nthenya; Mugambi, Rahab; Bitok, JaneThe study aimed to determine influence of sensory brand experience on post purchase behaviour of millennial guest of classified hotel brands in Nairobi City County, Kenya. 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 were used to collect data from millennial hotel guests and front office and restaurant managers. Data was analysed using descriptive statistics, correlation and regression analysis with aid of SPSS v.29. The findings revealed a significant and positive influence of sensory, brand experience on post-purchase behaviour of millennial hotel guests. Thus, sensory brand experience serves as a robust predictor of post-purchase behavior among millennial guests. Therefore, the study recommends that hotel management and marketers place a strong emphasis on cultivating a sensory-rich brand experience. Investing in elements such as appealing color schemes, curated music playlists, and distinctive scents can contribute significantly to enhancing the overall guest experience and, consequently, drive positive post-purchase behaviors among millennial guests.Item Optimizing Revenue and Room Occupancy Strategies in 3-5 Star Hotels in Ghana: A Mixed Methods Approach(International Journal of Research, 2024) Adanse, John; Khayiya, Rosemarie; Maranga, VincentGenerating adequate income to sustain business activities is essential for an organization's profitability. Implementing strategies to maximize revenue is critical for obtaining necessary resources and ensuring ongoing success. This study examined the strategies utilized by 3-5 star-rated hotels in selected regions of Ghana to achieve optimal room occupancy and maximize revenue during periods of low demand. A descriptive survey with a mixed-methods approach was conducted, guided by profit maximization theory. A sample size of 60 3-5 star-rated hotels was determined using the Yamane (1967) formula and stratified random sampling. Data collection involved questionnaires and key informant interviews with 60 managers, 420 department heads, and 16 key informants from the selected hotels. Quantitative data were collected through questionnaires, while qualitative data were obtained from key informant interviews. A multiple linear regression model was employed to analyze the data, with results presented in tables and charts. The findings showed a strong correlation (over 82%) between the strategies used and room occupancy rates. It is recommended that 3-5 star hotels in Ghana continue to offer special rates and targeted marketing efforts, and collaborate with relevant parties to broaden their reach and attract more guests.Item Evaluation Methods of Entrepreneurship Education and Acquisition of Entrepreneurial Skills among Hospitality Students(UTHM, 2021) Shirandula, Duncan: Entrepreneurship Education (EE) has been identified as the requisite driver for improving Kenya’s tourism economy. Consequently, the sector has emphasized entrepreneurship education to bolster entrepreneurial skills alongside core technical skills among hospitality graduates in Technical Training Institutes (TTIs), to boost their employability or capacity to start their ventures. However, concerns remain regarding the inadequacy of soft skills among youth despite having the necessary technical training. This study examined the relationship between evaluation methods of EE and acquisition of entrepreneurial skills among students in 5 selected public TTIsin Kenya. The study adopted an explanatory research design. The target population comprised 199 students pursuing a diploma course in Food and Beverage Production, Service and Sales Management from the selected TTIs. A sample of 132 students was selected using stratified and simple random sampling methods. Questionnaires were administered to students. The simple regression method was employed to analyze the data. The findings provide evidence of a positive relationship between evaluation methods of EE and acquisition of entrepreneurial skills (B=3.366, p=.000). It was evident that the use of end-term sit-in exams; participation in class by answering questions and, sit-in tests were the predominant methods adopted. Such methods were found to be theoretical-based and examination-oriented and thus inadequate to evaluate a high level of entrepreneurial skills. Therefore, recommendations are made to TTIs to adopt practical-oriented methods and establish self-regulatory practices to monitor quality compliance to the EE syllabus.Item Care Strategies of Linen and Guest Satisfaction among Hotels in Upper East Region of Ghana(AJPO, 2024) Akomaning, Esther Laurinda; Ondigi, Alice; Mugambi, RahabPurpose: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 strategiesItem Influence of Food Hygiene Training on Safe Food Provision by Unclassified Restaurants in Nairobi City County(AJOEI, 2023-12) Musakala, Doreen Ikala; Wandolo, Monica Akinyi; Maranga, Vincent NyamariPurpose of the Study: The study aimed to explore the influence of food hygiene training on the safe provision of food by unclassified restaurants in Nairobi City County. It focused on the impact of food handling practices, the role of food hygiene training, compliance with food legislation, the role of management in maintaining safety standards, and the moderating effect of food safety standards on the relationship between food management practices and safe food provision. Statement of the Problem: Despite the critical role of food safety in public health, the practices in Nairobi's unclassified restaurants, especially in relation to food hygiene training and its impact on safe food provision, remain under-examined. Methodology: A mixed method research design was employed, involving 124 unclassified restaurants in Nairobi's Central Business District. Data collection comprised questionnaires for supervisors, cooks, and waiters, and in-depth interviews with restaurant managers. Quantitative data analysis utilized means, standard deviation, and inferential models, presented in tables and figures. T-tests identified significant differences in food safety management practices, while chi-square tests assessed associations between food management practices and safe food provision. Qualitative data were analyzed thematically and integrated with quantitative findings. Findings of the Study: The study found significant associations between food hygiene training (χ=5.094; p=.019<0.05) and safe food provision. It highlighted that training in food safety and legal issues enhances awareness and competence in managing food-related risks. Conclusion: The study concludes that training restaurant employees in food safety is crucial for ensuring safe food provision in unclassified restaurants. Recommendations: The study recommends periodic training for restaurant workers in proper food handling practices, emphasizing the importance of continuous education in food safety.Item Food Handling Practices and Safe Food Provision by Unclassified Restaurants in Nairobi City County(AJOEI, 2023-12) Musakala, Doreen Ikala; Wandolo, Monica Akinyi; Maranga, Vincent NyamariPurpose of the Study: To investigate the impact of food handling practices on safe food provision in unclassified restaurants in Nairobi city county. Statement of Problem: Food safety is a major public health concern globally. In Nairobi, Kenya, informal eateries are often linked to food poisoning and diarrhea due to poor safety practices, highlighting the need for a thorough examination of food handling in these establishments. Methodology: The study employed a mixed method approach, targeting 124 unclassified restaurants in Nairobi. Data was collected from 189 participants across 40 selected restaurants using questionnaires, interviews, and observation checklists. Ethical procedures, including research clearance and participant consent, were strictly adhered to. Results: The study found that while most respondents generally followed personal hygiene practices (handwashing, glove use, cleanliness), issues like improper dress code and mixing of food items during preparation were observed. Most restaurants had essential hygiene items but lacked adequate water points for handwashing. Chi-square tests showed a significant relationship between food handling practices and safe food provision, rejecting the null hypothesis of no significant relationship. Conclusion: The study concluded that food handling practices significantly affect the provision of safe food in unclassified restaurants in Nairobi, with proper handling being critical from preparation to serving. Recommendations: The study recommends that the government should enforce licensing, audits, and hygiene inspections for all restaurants, including unclassified ones, to ensure adherence to food safety standards.Item 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, RosemarieThis 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.Item Prospects of Cost Leadership Strategy for Tourism Performance: Are Cost-Reduction Techniques a Solution?(Stratford Peer Reviewed Journals and Book Publishing, 2023-10) Wanjiku, Joseph Thukia; Munyiri, Esther Kagure; Maingi, Shem WambuguTour operators are critical in Kenya's multi-billion-dollar tourism industry, a vital pillar of the country's economic development agenda. However, recent statistics indicate that tourism performance has declined due to various factors, including political and security unrest, bureaucratic government policies, stiff competition, and the COVID-19 pandemic. Additionally, the emergence of sharing economy platforms such as Airbnb has threatened the traditional business model of tour operators. At the same time, a 16% value-added tax on sales has also put pressure on their revenues. In addressing these challenges, this paper examined how tour operators in Nairobi City County can enhance their performance by implementing a cost leadership strategy in Kenya. A descriptive survey study was conducted with 15 company owners and 210 managerial staff. The respondents answered structured questionnaires and interviews, and the data were analyzed using descriptive and inferential statistics. Correlation analysis revealed a moderate positive relationship between cost leadership strategy and organizational performance (r=0.449, P<0.05), rejecting the null hypothesis, with the strategy explaining 20.2% of the variation in performance (b=0.378, P<0.05). The study recommends that tour operator companies adopt strategic alliances with the supply chain, implement operational efficiency frameworks, entirely automate their services, and follow cost-reduction mechanisms to enhance organizational performance. These findings guide tourism stakeholders, particularly company executive teams, on the organizational performance implications of strategic cost-reduction techniques in the context of Nairobi City County's tour operator industry.Item Influence of Quality Control of Service Operations on Employees’ Perceived Service Quality and Its Dimensions: a Cross-sectional Study of Barbeque Restaurants in Kiambu County, Kenya(ijaemr, 2023) Nyawira, Reginah Brenda; Kinuthia, Teresa; Miricho, MosesOutstanding service quality is vital to the success of service organisations, including barbeque restaurants. The current study examined the influence of quality control of service operations on perceived service quality and its dimensions (comprising tangibles, reliability, responsiveness, assurance, and empathy) among barbeque restaurants in Kiambu County. Data were collected from 112 managers of barbeque restaurants using a self-administered questionnaire. Descriptive statistics such as frequencies, percentages, means, and standard deviations were used to summarise the sample profile and respondents’ responses about the study constructs. Inferential analysis comprising simple linear regressions was used to examine the influence of quality control of service operations on perceived service quality. Quality control of service operations was found to have a significant positive influence on the overall perceived service quality (β = 0.856, t = 14.624, p = .000). Quality control of service operations was also found to significantly predict tangibility (β = 0.616, t = 6.904, p = .000), responsiveness (β = 0.760, t = 10.339, p = .000), assurance (β = 0.822, t = 12.764, p = .000), empathy (β = 0.787, t = 11.281, p = .000), and reliability (β = 0.706, t = 8.795, p = .000). Operators and owners of barbeque restaurants need to focus on quality control of service operations as doing so will boost the overall service quality.Item Cultural Beliefs on Women Career Advancement in Selected Kenyan Hotels(IJAEMR, 2023) Maringa, Leah; Khayiya, Rosemarie Ayuma; Maranga, Vincent NyamariThe 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 inItem Socio-Demographic Factors Associated With Job Burnout among Frontline Employees: A Cross-Sectional Study of Classified Hotels in Nairobi City County, Kenya(IJAEMR, 2023) Gitau, John Kahuthu; Maranga, Vincent Nyamari; Khayiya, Rosemarie AyumaIn today’s highly competitive business environment, providing exceptional customer service is the primary goal of any hospitality organisation. Hotel frontline employees play a vital part in the service delivery process to achieve this. However, job burnout is a persistent problem in the hotel sector due to the demanding nature of the work (for example, working long hours and rotating shifts). Hotel frontline employees have to deal with the challenging nature of their job. As a result, they are prone to job burnout, lowering their productivity. Therefore, it is essential to establish possible job burnout interventions among this important group of hotel staff. Nairobi City County has a well-established hospitality sector home to most of Kenya’s classified hotels. As a beginning point in pursuit of job burnout interventions, this study sought to compare job burnout levels in different populations of frontline employees defined by socio-demographic characteristics in all (from 2-star to 5-star) classified hotels using a cross-sectional online survey approach to test the model on 309 frontline employees. Data were analysed using descriptive statistics and the one-way analysis of variance. The prevalence rate of job burnout among frontline employees was 30.7%. Female and unmarried frontline employees exhibited higher levels of job burnout. Frontline employees with lower education reported higher feelings of job burnout and its facets. Frontline employees working in highly rated hotels, with less work experience and tenure, were prone to job burnout and its aspects. Frontline employees working in the restaurant department were more susceptible to burnout and its elements. The current study recommends that owners, managers, and operators of classified hotels in Nairobi City County design interventions anchored on various socio-demographic characteristics to address job burnout among frontline employees.Item Utilization of Integrated Marketing Communication to Create Brand Recognition in Three to Five Star Hotels in Nairobi City County, Kenya(JEMSPRO, 2022) Linnett, Odawo; Akinyi, M.; Maranga, Vincent; Kamau, BeatricePurpose: This research aims to establish the influence of Integrated Marketing Communication (IMC) dimensions on brand recognition of three- to five-star hotels. The study is based on Keller’s Brand Equity Theory and Resource based theory and employs the descriptive cross-sectional research design. Material and methods: The population target of this study was the line managers and frontline, 97 from 5-star, 195 from 4-star and 130 from 3-star hotels in Nairobi, Kenya. Primary data was collected through structured self-administered questionnaires given to frontline staff. Data analysis was done through quantitative methods, descriptive statistics, multiple regression and correlation analysis and presentation was done in tables. Findings: The regression results showed a significant relationship between sales promotions and online marketing, and brand recognition since their sig-values are less than the standard p-value (0.05). Value: The study emphasizes the importance of implementing sales promotion strategies, such as after-sales services like packaging bags and delivery, to improve brand recognition. Furthermore, it underscores the need for hotels to capitalize on digital platforms, including a customer-friendly website, social media, and Google Maps, to promote their brand and expand their recognition effectively.Item Hotel Employment in Kenya; Contingent Work or Professional Career?(Human Resource Management Academic Research Society, 2012) Kuria, K. Samson; Wanderi, M. Peter; Ondigi, AWhile hospitality is a great industry, it presents ample opportunities as well as many challenges. The most successful worker must have positive attitude and energy in addition being naturally friendly and service-oriented. In Kenya, tourism is a major industry and a key driver towards the Vision 2030. It has made major contributions toward the country's Gross Domestic Product (GDP), over the past few years and has thus contributed towards the economic development of the country. Large number of international travelers come to this country and embarks on adventure safaris, which helps in generating revenue for the country. Tourism has also helped in providing employment to a large number of people in Kenya. The hotel industry has also flourished because of this reason. A large number of hotels are regularly coming up over here to provide accommodation to the tourists visiting here for a holiday. Tourism generates revenues of nearly $500million per year. The purpose of this study was therefore to evaluate and assess employment as well as career growth in this industry. The study adopted descriptive survey research design. Simple random sampling method was used to pick respondents for this study. Subjects for this study included 493 non-management employees working on permanent basis in the selected hotels. This study therefore involved a total of 133 permanently employed staff working in these star-rated hotels. Data from the respondents were collected using both structured and unstructured questionnaires. Descriptive statistical tools such as means, standard deviations ratios, percentiles and correlations were used to present the study findings. The results indicated that majority of workers in hotel jobs in Kenya (51%) had diploma certificate while 33% studied up to secondary level (Kenya Certificate of Secondary Education) without any post secondary qualification. The study further established that, only 10% were degrees holders and only 5% had post graduate qualifications. The results also indicated that training, experience, age, promotion and the hotel star-rate were key factors in determining the length of stay in hotel job or moving to other unrelated careers. The study therefore recommended that, the management to look into the employee welfare such as salary among others to motivate them. The study further recommended the improvement of working conditions in the hotels to boost employees’ morale. These were recognized as the ingredients to employee commitment to the organization and establishment of employee’s career growth in the industryItem 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.Item Foodservice Clientele Tipping Behavior and Its Impetus on Restaurant Service Reliability in Kenya(2021) Were, Simon O.; Miricho, Moses N.; Maranga, Vincent NTipping is an interesting pecuniary behavior involving service providers and hospitality’s restaurant clients. The tipping act goes beyond the hospitality industry and therefore is a common practice across the entire service industry. However, tipping is thought to have adverse negative effects on food service reliability. This is because of the general belief that tipping could be the origin of selective and discriminatory service, with an inclination toward clients who are believed to tip thus compromising service quality hence reliability. This study therefore sought to investigate the relationship between foodservice clientele tipping behavior and its impetus on restaurant service reliability in Kenya. A census of all the two- and three-star hotels was taken, and simple random sampling applied in the selection of study respondents. The study employed descriptive research survey design which is concerned with describing situations on the basis of respondents’ responses and examining their relationships. The area of study under investigation was Kisumu County, the former administrative districts of Nyanza province in Western parts of Kenya, with a sample size of 384 respondents. Questionnaires were selfadministered to restaurant clients at the exit point after meals and the study achieved a response rate of 72.1%. The study gave results showing 62.8% gave tips. Further, the study found that respondents tipping behavior was not significantly related to nationality as well as gender (P ˃ 0.05). However, the independent variable – tipping was found to explain 30.5% of the variability of the dependent variable – food service reliability in the two and three-star hotels. Therefore, the study established a significant relationship between tipping and foodservice reliability in the two and there star hotels within Kisumu County, Kenya (P ˂ 0.05).Item Pragmatic Restaurant Tipping in Star-Rated Hotels in Kenya(NISC (Pty) Ltd, 2021) Were, Simon O; Miricho, Moses N; Maranga, Vincent NTipping can be traced to Tudor England in the sixteenth century. This act transformed into a custom, spreading to many countries. However, tipping is observed differently from one country to the other and thus is not homogeneous from a global perspective. The act of tipping is thought to be motivated by various predictors, which were studied and are thought to influence peoples’ tipping behaviour. They include gender, income level, religion, nationality, hospitality exposure, alcohol consumption and the weather conditions of the day. The study applied a cross-sectional survey design and was carried out in Kenya during from December 2019 to February 2020 in eight star-rated hotels. A questionnaire was applied in this study. The study has results showing that data is distributed close to the mean values. Further, the study results show that the independent variable explains 78.4% of the variability in the tipping practice. Thus the variable of “Patronage frequency” gave the strongest significant and unique contribution in explaining the dependent variable (B = 0.515, Sig. = 0.000, t = 15.363). However, religion gave the weakest unique and non-significant contribution (B = 0.013, Sig. = 0.770, t = 0.293). For hotel restaurants to achieve high levels of tipping, there is a need to adjust these predictors depending on the effect of each on the outcome variable. Thus, the study established a significant relationship between the determinants of tipping and the tipping practices in the sampled star-rated hotels in Kenya.