Challenges Facing Service Delivery in Hotel Industry in Kenya

In: Business and Management

Submitted By choxster
Words 13138
Pages 53
CHAPTER ONE
INTRODUCTION OF THE STUDY
This chapter examines the background on the study, the statement of the research problem and the purpose of the study. The research objectives research questions, the significance of the study, and limitation of the scope of the study are also explained.
1.1 Background of study.
Hotel industry is all forms of business relating to provision of accommodation in the lodging, food and drinks and various types of other services that are interconnected and form intended for the public services, both of which use the lodging facilities or who simply use the services or the production of certain services of the Hotel. As such Hotel mean commercial establishment providing lodging to travelers, tourist and sometimes to permanent residents and often having restaurants, meeting rooms, stores that are available to general public. Hotels are being classified into “star"(1-start-o5-star) even though there are no standard methods of assigning those rating and compliance with the customary requirement is voluntary. Hotel chain provides a uniform standard through out non-chain hotel(even within the same country)may not agree on the standard, although both World Health Organization (WHO) and International Standard Organization(ISO)have been trying to persuade Hotels to agree on some minimum requirement as world norm, the entire membership of Paris base International Hotel and Restaurant. Association opposes any such moves. According to (IH&RA) to harmonize the hotels classification base on single grading(which is uniform across national boundary; as a rough guide on the bases of 1-star Hotel, 2 star hotel, 3 star hotel. A star hotel and 5 star hotel such rating differentiate the hotels with regard to provision of their services as ranging of limited amenities but adhered to a high standard of facility, wide cleanliness to widest range...