Abstract:
The front office is the heart of any hotel industry. Service performances of front office
personnel are therefore jeopardized because of lack of training. The study evaluates
training needs of front office personnel in 3 Star hotels in Cape Coast Municipality.
Descriptive survey design was adopted for this study. Purposive sampling technique
was employed in selecting 64 front office personnel from sixteen (16) registered 3-star
hotel in the Cape Coast Municipality. Questionnaire was used in gathering information
from the front office personnel. Coding was done and the data from completed
questionnaires was entered on the SPSS 23.0. Descriptive statistics such as mean and
standard deviation was used in analyzing the data. The study revealed that training
strategies are employed by the 3star hotels to improve front office personnel operational
performance. The study showed that continuously changing environment, reduced
patronage from customers, increased in complaint from customers are the major factors
that influence training of front office personnel. The study found a positive and
significant (p=0.000<0.01) relationship between training strategies employed by the
3star hotels and front office personnel performance. The study concluded that training
strategies affect front office personnel performance. It was recommended that hotel
managers should make the front office personnel know the training strategy and
understand the importance of it.
Description:
A Dissertation in the Department of HOSPITALITY AND TOURISM EDUCATION,
Faculty of VOCATIONAL EDUCATION, submitted to the School of Graduate
Studies, University of Education, Winneba, and in partial fulfillment of requirement
for the award of the Master of Technology (Catering and Hospitality) degree.
DECEMBER, 2020