An assesment of the effectiveness of staff training in enhancing customer service in the hotel industry .(A case study of five star hotels)
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Date
2013-10-23
Authors
Ouko, Mary A.
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Abstract
This study on customer service focused on four five star hotels in Nairobi. Some hotels
have recorded reduced business activities due to the quality of services that they offer to
customers. The study sought to give an assessment of the effectiveness of staff training in
the enhancement of customer service in the improvement of such services that might
have contributed to such a drop in business.
The study identified the kind of training offered to the staff in the customer service
department, quality of service offered to customers, the nature of customer compliments,
suggestions and complaints. The study would also make policy recommendations and
suggest areas for the benefit of all stakeholders in the hotel industry.
Using a combination of purposive, multistage, systematic and simple random sampling
techniques, a sample of four(4) five star hotel, four customer contact departments in each
hotel and forty, (40) management staff from these four hotels will be sampled. Primary
data was mainly obtained using structured and self-administered questionnaire, which
was pre-tested to ensure reliability and validity. The data collected was be analyzed using
a combination of statistical techniques. These included cross-tabulations, tally marks,
range percentages, average and ratios. The analyzed data was interpreted and presented
through charts, frequency tables and in textual fOI111Sfor clarity.
Description
Department of Business Administration,52p. The TX 911.3 .L3O9 2004
Keywords
Hospitaly industry, Personnel management