Assessing the effect of service performance of hotel staff A case study of Kumasi Metropolis

Abstract

The service performance of hotel staff generates direct interactions that enable hotel guests to become accustomed to brand recognition and brand significance, thereby creating brand loyalty. The quality of service provided by the hotel, particularly the services rendered by the staff of the hotel, is therefore integral to the fortunes of the hotel. The study aimed at assessing how certain factors affecting the performance of hotel staff in the Kumasi Metropolis in the Ashanti Region of Ghana. Structured questionnaires were obtained from employees or staff of 3 hotels (consisting of four-star hotels, three-star hotels and two-star hotels). 54 employees from different sectors (the sectors include administration, reception, restaurant, housekeeping, cleaners, and security) of the hotel were interviewed. The study identified factors that indicate the presence of teamwork, good training, and good working environments among the staff of the hotels. Generally, these factors indicated that teamwork, good working environments and efficient training are integral for improving the service performance of employees in the hotel industry. It was further identified that the factors such as teamwork, training and working environments were more predominant in the staff of four-star hotel and three-star hotel than in the two-star hotel. Consequently, the service performance in the staff of four-star hotel and three-star hotel will be better as compared to those in the two-star hotel. There is the need for management of hotels to reward employees of their hard work, commitment and loyalty shown to the organization. Furthermore, two-star hotels should factor in teamwork, good working environment and efficient training of employees in their bid to boost their service performance.