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…...

Similar Documents

Hotel Industry

... each other and they demanded the best possible crisis management in order to stop the financial bleeding and stabilize the system. The TARP legislation passed by congress was a major step toward stopping the economic bleeding. This massive process of unwinding in the private sector has affected both big and small businesses across all sectors of the economy. The economic impact of the recession and financial crisis has been a heavy blow to the industrial, transportation and hospitality sectors of the economy. The manufacturing sector was further eroded as auto firms and parts suppliers adopted the template of reduced staff, and closed factories as their template of returning to profitability. The transportation industry, mainly airlines, was hit hard by an increase in oil prices, a reduction in corporate travel, and a decline in revenue passenger miles as the economy continued to slow. According to GAO, the airline industry adjusted by cutting 28,000 workers, eliminating service routes, charging bag fees and by idling less fuel efficient older planes. The airline industry is able to park planes and return them to service once business improves; unfortunately, hotels reservations are not a product which can be placed into inventory and recalled at a later date once they have expired. A main source of hotel revenue comes from being located in key areas such as theme parks, and near airports. When a hotel loses a night of room rent that is a case of lost revenues...

Words: 721 - Pages: 3

Industry Hotel

... and real estate companies, interior design and furnishing companies, architects, management and training service providers, marketing companies, industry consultants, and information and computer technology (ICT) manufacturers. Real estate companies are often much smaller companies than hotel and motel operators and rather than being globalized, they are usually local to the property they develop, which reduces their financial muscle and ability to negotiate favorable contracts. Furthermore, hotels can integrate backwards and operate their own real estate business. United States - Hotels & Motels © MARKETLINE THIS PROFILE IS A LICENSED PRODUCT AND IS NOT TO BE PHOTOCOPIED 0072 - 0520 - 2011 Page | 13 The quality and availability of supplier services and equipment is essential to the hotel and motel industry. Hotel operators are reliant upon sophisticated technology and systems, including technology utilized for property management, procurement and reservation systems. Applications, databases and networks must integrate easily with each other and third-party systems to facilitate collaborations with partners. The growing importance of the mobile channel is clear. The technology platforms used by hospitality companies must support and enable all user interactions to integrate in the future, from phones to fax machines to personal computers to personal digital assistants (PDAs) to mobiles. This strengthens supplier power. The industry is also labor intensive. Staff...

Words: 6899 - Pages: 28

Kenya Wild Service

...KENYA WILDLIFE SERVICE Introduction 1.1. Background of Kenya Wildlife Service Kenya Wildlife Service (KWS) is a State Corporation established by the Wildlife (Conservation and Management) Act, CAP 376 and The Wildlife (Conservation and Management) Act no. 16 of 1989. They provide for the establishment of national parks and national reserves and define how they are to be managed. The Environmental Management and Coordination Act (EMCA) of 1999 provides for the legal and administrative co-ordination of the diverse sectoral initiatives, including management and conservation of wildlife so as to improve the national capacity for the management of biodiversity and the environment in general. The operations of the KWS are also impacted and guided by other overarching policy and legal frameworks (e.g. those relating to Forests, Fisheries, Mining, Lands, Water, Industry, Rural Development, Agriculture, Local Government, National Security, National Museums and the research programmes under KEFRI, KEMFRI and KARI) which necessitate structured and functioning relationships with other GOK departments /agencies and the international and local communities. 1.2. The Mandate of the Kenya Wildlife Service The overall mandate of KWS is to conserve and manage wildlife in Kenya with the following: • Sole jurisdiction over National parks • Supervisory role in the management of National Reserves, Local and Private Sanctuaries License, control and supervise all wildlife conservation...

Words: 882 - Pages: 4

Challenges Facing Service Delivery in Hotel Industry in Kenya

... service delivery. 1.4 Objective of the study 1.4.1General Objective The purpose of this study is to establish challenges facing services delivery in the hotel industry in Kenya with reference to (Serena Hotel) 1.4.2 Specific objective i. To determine the effect of the staff training on service delivery in Hotel industry ii. To establish the effect of competition in service delivery in the Hotel industry iii. To find out the effect of the government policy in the Hotel industry iv. To investigate how the Information Communication Technology affects service in Hotel industry v. To find out the effect of the strategy on service delivery in the Hotel industry 1.5 Research questions In order to conduct this research study the successfully, the following questions are asked by the researcher:- i How does the staff training affect services delivery in the hotel industry in Kenya? Ii To what extent does the competition affect delivery in the hotel industry? iii. How does the government policy affect the delivery in the hotel industry in Kenya? iv. To what extend does information and communication technology affect delivery in the Hotel industry in Kenya. v. What is the role of strategy in the Hotel industry in Kenya? 1.6 Significance of the study The study has five components of the study that explore whether training staff, Government policy, competition, information and communication and strategy technology have effects or...

Words: 13138 - Pages: 53

Service Industry

...Introduction The quantity and quality of available resources and innovations are extremely useful in the explanation of economic growth (Lucas, 1993). Such data is also able to measure various factors e.g. geographical and ecological (Sachs, 2003), and institutional environment in which businesses take place and decisions are being made regarding resource allotments (Gwartney et al., 2006). Moreover, research highlighted a direct link between the significance of service industry and economic growth performance based on US and European data (Bart et al., 2008). Attributable to, however, limited availability of service industry company level data particularly that on economies of scale, policy making in order to increase service industry output rely on previous studies and observation of cumulative global data (Morikawa, 2011). Attributable to the sovereign debt crisis, the quantity and quality of available resources and innovations has undergone serious deformation, which is measured by increased job losses, unemployment, and decreased number of investments. Consumption declined and governments applied various actions to stimulate the economic growth. The three main Industries have been facing tough times and responded differently, whilst these times the service industry has not only been resilient, but also has gone under transformation regarding its structure (Breyers, 2011). The intent in this paper is to underscore the importacy of service industry and prove the...

Words: 4036 - Pages: 17

Challenges Facing Banking Industry in Kenya

... the banking industry. 48% of the respondents were not sure if high interest rates discourage customers from borrowing thus affecting the banking industry negatively, 12% of the respondents did not agree with the statement that high interest rates affect the banking industry negatively, while 8% of the respondents agreed that high interest rates when it comes to borrowing affects the banking industry negatively 68% of respondents agreed that theft cases in banks are a major challenge in the banking industry. 60% of respondents agreed that mobile money transfer is competition to the banking industry in Kenya, 8% of respondents did not agree. 5:3 Conclusion According to the research findings the aim of this research was to establish the challenges facing the banking industry in Kenya The overwhelming response on ATM card skimming and theft cases shows that Kenyan banks lack adequate security. According to the findings, the respondents were not sure if high interest rates discourage customers from borrowing thus affecting the banking industry negatively 5:4 Recommendations Based on the data collected during the research study it is recommended that; Banks need to find and use the latest technology when it comes to security to avoid theft issues and ATM card skimming Banks need to collaborate and work together with mobile money service providers to avoid loosing customers to mobile banking...

Words: 4741 - Pages: 19

Improving Service Delivery

... services by the National Bank of Abu Dhabi, and how these services are supporting the bank’s mission and vision. Then we will highlight the main problem that has been faced in the bank and explaining the interrelationship between customers satisfaction and waiting time, and we will demonstrate the service delivery procedures for the bank. After that we will highlight the benchmarking study that has been conducted with the Bank of America due to the similarity in terms of capacity and its customer dissatisfaction in regards to the waiting time. And we will explain how the mentioned bank was able to overcome this issue and improving customers’ satisfaction. By the end of this case study we will be able to provide a conclusion and some recommendations that are related to improving the bank’s overall performance and specially reducing waiting time which as a result will lead to improving customers’ satisfaction.   3.0 The Service by National Bank of Abu Dhabi (NBAD) NBAD’s mission is to provide its customers with extraordinary services. It has done this through the creation of products and delivery of services that helps its customers to grow with it. Usually, most of its customers are from the oil industry in the desert regions of the Middle East and others from government organizations. • Mobile banking It is a service offered by banks where they provide mobile banking to customers. The National Bank of Abu Dhabi should employ this service since it helps...

Words: 3187 - Pages: 13

Mc Delivery Service

..., pay and have their food to them ready for consumption. - Political: The only political issues faced would be those of he environment and health. Insuring food standards are met and the company is striving to minimise effect on the environment with things like enviro friendly packaging and other forms of sustainable resources. - Cultural: With a change in the way people eat and a shift towards takeaway food in comparison to self prepared food this industry is flourishing. The lazy culture and society of today being brought up without cooking skills and having large dependence on takeaway food showing our culture of having a dependence on others to make food for us. Like people used to make clothes and make food, its all being outsourced now for cheaper, quicker and easier options. This convenience factor is what is at the heart of the McDonalds Delivery Service. SWOT Analysis Strengths - Leadings takeaway food outlet - Management - Knowledgeable, educated and trained staff - Popularity - Convenience - Quality control- Weakness - New unfamiliar systems with regards to delivery - Learning/teaching of new aspect of McDonalds Opportunities - Capture the majority of sales in delivery market - Whole new market - Financial gains - Company dominance in fast food industry - Employment - Moving company forward - Threats - Smaller fast food delivery competitors eg. Thai, Indian, Italian etc. - Larger scale fast food delivery...

Words: 2018 - Pages: 9

Facing Mt Kenya

...In his book, Facing Mount Kenya, Jomo Kenyatta establishes the history and culture of the Gikuyu society. Articulated from an African perspective, the book demonstrations both the rich culture of the Gikuyu society, and even the threats of European impact over a population of people whose whole lives are centered on social customs and religious ideas. He defends the African customs and troubles the British dominated in Kenya. Certain points are cited throughout his reading with respect to the explanation of Gikuyu society. Oral tradition, family clan, age grouping, marriage, religion and sexuality play a reflective role in the lives of the Gikuyu culture. Kenyatta discovers the British taking advantage of the work-force the Gikuyu provide. He additional states that the British took away their right to religion and has described them as an uncivilized and sluggish society. Kenyatta explains that the British took away their right to religion and has described them as an uncivilized and sluggish society. He states that oral custom is a vital trait that a young child in the Gikuyu culture acquires from his birth. Writing and reading were not ideal abilities since the oral tradition permitted the child to grow and adapt to this type of personality. The child was directed through the teachings of his parents so that one day he or her may be able to carry this tradition to their offspring. Folklore, tribal dances, tribal customs, and farming were all taught orally and through...

Words: 799 - Pages: 4

The Impact of Information & Communication Technology on Banks Performance & Customer Service Delivery in the Banking Industry

... pose challenges for marketers and academic alike. According to Loonam et al (2008), ICT advancements, globalization, competition and changing social trends such as heightened customer proactivness and increased preferences for convenience have caused intense restructuring of the banking industry. 3. Role of ICT in the Banking Industry 2. Theoretical Background Apparently, to identify and examine the impact of ICT on bank‟s performance and customer service delivery, the researcher exploded various articles/journals, relevant literature and existing practice of Electronic banking. In today‟s business, competition, deregulation and globalization have compelled Banks to offer service 24 hours around the globe, whereas the significance drawback, on the other hand, lies in its inconvenience and security factors. However, both these factors have a significant and profound impact on banks‟ performance and customer service deliver. The relationship that revolves between ICT expenditures, bank‟s performance delivery is conditional upon the extent of network effects. If the networks are low, ICT is likely to:    Reduce payroll expenses. Increase market share. Increase r ev e n ue and profit. Apparently, there are always potentials of crisis which make the bank endure an insufficiency; advanced ICT supported by a superior mechanism control is required to make certain that ICT has achieved the required processes insufficiency; thus, advanced information system...

Words: 6521 - Pages: 27

Service Delivery Trend

...SERVICE DELIVERY TRENDS Trends are always changing and with changes in human services, it affects our economic and political events. Service delivery will have to keep up with the economy’s growth and changes. With that said, the government will need to adjust with the economy. The elderly and diversity in America’s future will have the largest impact to human service delivery, but one of the newest trends is terrorism with 9/11 and now ISIS. Service delivery is formed by clients’ needs and funding for organizations, typically come from the state. The government determines who will receive, what services, what way the client may be served which influences resources and funding. Due to the economic changes since 9/11 most states are in debt and the politicians are always seeking cutbacks. For example: Bruce Rauner the new governor of Illinois recently introduced a new list of cutbacks, with the majority of cutbacks for human services; daycare, youth programs, mental health, homeless shelters, etc. Currently human services is running on low budgets and depending what state or city a client resides determines what resources are available. Cutbacks are definitely needed due to our economic crisis, however, cutting back on human service delivery shouldn’t be first choice, but it is our government that makes the final decision. In their decision they must think ahead and recognize what trends we will encounter in the future. The Twentieth century has seen the growth of the...

Words: 1050 - Pages: 5

Problems Facing Kenya

...Kenya the land of cancer. I look at the Kenyan society today and the best name that comes in my mind is “cancer’’, a deadly disease, if it’s not in the government and its leaders then in the public institutions, like universities, hospitals and the public road infrastructure. The following are the major issues affecting Kenya and at large, the African continent, ‘’ the dark continent indeed’’ 1. Corruption – the common phrase used by the leader is ‘’ it’s our time to eat’’. After elections, the wining team which for a long time will always be from specific community, tries as much as possible to occupy all the appointment positions in the government to ensure that they gain maximally from the national cake ‘’ natural resources’’ for example, Kenya security organs are occupied with one community and at any time they can decide to chair a national security meeting in their own dialect. During the time of grand coalition government from 2007-2012, the office off the prime minister, was composed of one ethnic group, from where the prime minister emanates, in leadership , the system of Kenya doesn’t trust an outsider, i.e., if the president is from kikuyu, then the top positions in the defense force are from his ethnic community. The police force is not left out in this vise, to compensate for their little salaries, they practice bribery along the main Kenya high ways, they allow unworthy vehicles to use the roads at a prize of ksh 100 per tribe. In their recruitment,......

Words: 360 - Pages: 2

Service Business Challenge

... promotions and tinkered with the prices. The results were better than last year and we recorded a jump in sales from 372,780 to 435,041 (16.71 %). This made us realise that promotions were more important to increase sales. Although, we managed a ROE of 14% only, we figured that the price was range bound and a loss in customers due an increase in price was more than offset by an increase in customers due to increase in promotions. The above was an important finding that we sought to implement in the later years as well. Analysis of Results: Year 3: Decisions | Year 3 | | Price | Level 1 | 59 | | Level 2 | 41 | | Level 3 | 29 | Promotion | Level 1 | 25,000 | | Level 2 | 30,000 | | Level 3 | 20,000 | Resource A | | | New Resource | | 3 | Quality Improvement | | 25,000 | Resource B | | | New Resource | | - | Quality Improvement | | 10,000 | New Term Loans sought | | - | Having understood the variables a little better, our aim now was to increase the market share and hence profitability. To do so we continued to invest in promotions while also lowering price on Level 1 so as to maximize the revenue generated. While the decisions we took in Year 3 were in line with our strategy and our findings in Year 2, we failed to anticipate the demand and failed to increase the number of resources A by an adequate amount. As a result, we were not able to service the client demand of 14.87 demand / client and serviced only 10.43 demand /......

Words: 1772 - Pages: 8

Hotel Industry

... it the function room. INTRODUCTION OF HOTEL INDUSTRY One of the fastest growing sectors of the economy of our time is the hotel industry. The hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting, never boring and offer unlimited opportunities. The hotel industry is diverse enough for people to work in different areas of interest and still be employed within the hotel industry. This trend is not just in India, but also globally. Modern hotels provide refined services to their guests. The customers or guests are always right. This principle necessitated application of management principles in the hotel industry and the hotel professionals realized the instrumentality of marketing principles in managing the hotel industry. The concept of total quality management is found getting an important place in the marketing management of hotels. The emerging positive trend in the tourismindustry indicates that hotel industry is like a reservoir from where the foreign exchange flows. This naturally draws our attention on hotel management. Like other industries, the hotel industry also needs to explore avenues for innovation, so that a fair blending of core and peripheral services is made possible. It is not to be forgotten that the leading hotel companies of the world have been intensifying research to enrich their peripheral services with the motto of adding additional attractions to their service mix. It is against this background that we find the......

Words: 586 - Pages: 3

Human Service Delivery Models

...The three human service delivery models are the public health service model, the human service model, and the medical model. The public health model combines aspects of the human service model along with the medical model when provisioning services to clients. Medical providers (including dentists, medical doctors, nurses, etc., including mental health care providers as well) administer health care combined with social services to patients [clients]. Their patients are the elderly, low income, disabled and participants of the public health care system. Doctors and other health care providers in the public health care system realize the need for low cost or free medical services for the disadvantaged. They provide preventative medical services to their patients in an effort to educate, conduct research, and improve the lives of those in need. According to our text the human services model deals with how the client/consumer/participant relates to situations that occur in the consumer's life. Whether those situations are conflicts arising from unexpected events, issues resulting from medical or mental health illnesses, the inability to provide for their basic needs, or any situation that cause stress or adversely effects the client's behavior. The focus of the human services model is to address these issues and find a solution for them through programs or services a human service organization may offer to the client. In the service delivery model the expected outcomes are to...

Words: 433 - Pages: 2