INTRODUCTION
1.1 Background to the study
Hospitality is a key component of tourism which is one of the fastest growing industry in the world over the past fifty years with no signs of negativity in the 21st century. Apart from a country’s beautiful environment, the warmth reception by host communities as well as political and economic stability, tourists’ memorable experience are deeply influenced by the quality of service that they lodge. The hospitality industry represents a rapidly growing subsector of the global economy. It also plays a significant role in the economy development of a nation. It offers many opportunities for those who want to start a business in the accommodation sector.
The
hotel industry is a significant player in the part of the economy called the
service sector. The hotel industry creates employment and boosts the nation's
GDP. Half of all tourism trips include a
hotel stay (Stutts, 2001), and the revenues account for between one-fifth of
total visitor expenditures (Mill & Morrison, 2002). Clients seek hotel
services in lodging/accommodations and conferences. Baker, Huyton & Bradley
(2001) posit that for many guest, it is the facade design or even location that
creates the lasting impression. This implies that the effectiveness, efficiency
and warmth of reception of staff that really create that lasting impression.
The attitudes
and friendliness of staff subconsciously attract guests back to the hotel. For
these reasons, it has become imperative for hoteliers and indeed the employees to device
management tactics that
will enable them effectively deploy
all the resources at their disposal towards effective
guest service delivery in order
to satisfy the umpteen and variegated
needs of their customers.
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