Abstract:
The survival of any organization highly depends on the quality of service delivered to its
customers to maximize their satisfaction which hotel industry of Ghana is no exception. The
need to ensure effective development practices is crucial to the success of hotels. The study
sought to examine effective hotel development practices using Tamale Metropolis as the study
area. The target population involves hotel managers (5), hotel supervisors (15), frontdesk officers
(5), house keepers (36) and food and beverage personnel (42). The sample size was selected
using simple random and purposive sampling techniques respectively and questionnaires as well
as interviews served as the mode of collecting data from respondents. Results were analysed
using descriptive statistics in the form of percentages, mean scores, relative importance index
and standard deviation. It was found that among the underlying factors which influence hotel
development in Tamale Metropolis were competent workforce, satisfying customer needs,
reliable communication system, quality of product and motivation. Key challenges affecting
hotel development practices include inadequate training for employees, ineffective
communication, poor customer service delivery, poor motivation and improper managerial
behaviour of authorities. The continuous existence of these setbacks has not helped in improving
the sector adequately. The failure to recruit competent staff for various activities affect smooth
and better handling of customers which create disaffection due to poor quality of service
delivery. These practices and challenges can be curbed by adopting appropriate strategies such as
proper training, attractive motivation, effective communication and sound managerial behaviour.
Description:
A project submitted to the Department of Hospitality and Tourism Education,
University of Education Winneba, in partial fulfilment of the requirements for
the award of Master of Technology (Catering and Hospitality) Degree.
FEBRUARY, 2019