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EFFECT OF STRESS ON EMPLOYEES PRODUCTIVITY IN SERVICE INDUSTRY
CHAPTER ONE
INTRODUCTION
1.0 Introduction
Trying to match limited global resources against an ever increasing world population appears to be the crux of the matter. The spill out from this seemingly intractable problem has been the world wide rural urban drift that has invariably led to overcrowded and heavily populated cities with basic infrastructures and other social amenities being stretched almost to breaking point. Rising un-employment, high cost of living, high crime rate and the ever-widening gap between the rich and the poor are also spill-outs from the complex problem earlier mentioned. The disenchantment and disillusionment arising from the foregoing stressful conditions (especially among the poor) has been on the increase over the years (Brown, 1980). Reliable scientific research efforts on stress and other related issues started to emerge around the middle of the 20th century (Luthan, 1989). The earliest scientists to conduct extensive research into the physiological, psychological (Luthan, 1989). The general adaptation syndrome (GAS) model development by Hans selys many years ago is still very relevant to present day research efforts on stress (narayanan et al, 1999). Here in Nigeria, quite a number of empirical research studies and clinical experiments have been carried out on the incidence of stress at different levels and under different circumstances (Oloko 1977) Ovurie 1979; Obugbile 1982, Ebie 1983 and Akinnusi 1993. these studies have shown consistent high level of stress among Nigieran workers. Such stress in conjunction with other socio-political and economic factors has contributed to the declining performance and productivity of the Nigerian factors responsible for such stress were properly identified and evaluated. Attempting to address some of the basic issues relating to stress as it affects employees productivity in the service industry is my concern in this project.
1.1 BACKGROUND OF THE STUDY
According to Sely (1976) it is widely accepted that the development of stress reaction or symptoms is a functions of factors operating in the internal environment. The nature of the interaction between these variables will determine the prevalence, cause and consequences of stress relation. There is stress associated with individual, group, organization and extra-organisational actors. On the individual factors, stress can be associated with personal characteristics and life career stages. On the group factors, these include lack of group cohesiveness, lack of social support, inter-personal and inter-group conflict. Thus the effectiveness of employees in any service industry is influenced by the nature of relations among groups. The organizational factor related to conflicting policies, ill-defined responsibilities and authorities, poor physical working condition. While the extra-organisational factors are associated with societal and technological changes, family situations, poor residential conditions etc. stress may have be neticial as well as adverse effects in the long run. The organism in individuals grows in adaptive capacity through its encounter with stress and faced with blend safe environment. Thus, we can see in every phase of the development of life, from infancy through adolescence, from the struggle to learn to work to earn one’s living, we can attest to the fact that stress is involved in the development of all personal growth. Therefore, since stress has so much on the past of human life, we need to be able to adapt to it if we are to continue to function. However, despite the draw back of stress, it is not altogether bad for individual employees or their overall organizational performance. Infact, it is generally recognized that at least low level of stress can enhance job performance. This low level of stress required is referred to as “eu-stress” (a Greek word meaning good) Selye (1976). There is therefore the need to understand the term “stress” through the knowledge of the subjects and the practical application of appropriate strategies as to how to either cope without manage stress. This forms the basis for this current study, as it will give the research the opportunity of sampling opinion of different personalities working with Shukura Hotel, Sokoto.
1.2 STATEMENT OF THE PROBLEM
Stress as a concept has attracted a lot of attraction frommany diverse disciplines such as psychiatry, clinical and social psychology, sociology, organizational behaviours, cultural anthropology,medicine et cetera. This is not surprising because the causes and consequences of stress are multi-faceted and wide-ranging. In the developing countries, the incidence of stress at homes, in the society and amongst employees of any service industry is also alarming owing to harsh economic realities, poor social relations, institutional delays and breakdowns, general pervasive feelings of precariousness of life. People encounter stress in their day to day activities, this study will focus on the effect of stress on employees’ productivity in Shukura Hotel, Sokoto with a view to assessing the factor that contributes to stress in various employees. These problems as mentioned above poses a three to the productivity of employees in service, industry because the work of one employee’s work depends on the other since the execution of a task to achieve customers’ satisfaction follow a hierarchy in terms of execution. Basically, these problems necessitate the need for assessing the effect of stress on employees productivity using Shukura Hotel, Sokoto as a case study with a view to identifying the factors that contribute to stress in the employees, and proffer possible ways to solving some of these problems.
1.3 OBJECTIVES OF THE STUDY
In whatsoever situation, however capacity to withstand stress is a function of the individual, the situation and the social context. This form the basis of this current study. The general objective of this study is to provide an empirical investigation of stress in an organization and how it affects productivity amongst employees in a service productivity amongst employees in a service industry (especially Shukura Hotel, Sokoto). Specifically, this study aims at identifying the personality, groupings among employees which may predispose them to stress. however, the major objectives are stated as follows: 1. To identify the causes of stress and human reaction to it. 2. To analyse the difference between functional and dystunctional stress among the employees. 3. To determine how stress on the job influences the behaviour of employees. 4. To identify factors that contribute to most employees stress and how the factors affect their family life as well as place of work. 5. To identify ways of preventing harmful stress among the employees as well as to highlight specific strategies of coping with or managing stress. 6. To also try to identify the overall effects of stress on employees productivity and how it affects the organization.
1.4 STATEMENT OF HYPOTHESIS.
In view of the research problem this study intends to address, the following research hypothesis shall be proffered in order to provide direction in the course of data analysis, and to enable the researcher arrive at fundings and draw conclusions from them. The following are some basic hypothesis to be considered in the course of this research work. 1. Ho: that quantitiative and qualitiative overload do not contribute to stress. Hi: that quantitative and qualitiative over load contribute to stress. 2. Ho: that level of job satisfaction and participation does not affect the intensity of stress among employees. Hi : that level of job satisfaction and participation affects the intensity of stress among employees.
1.5 SIGNIFICANCE OF THE STUDY
It has been observed that there is a shortage or inadequacy of literature relevant, specifically, to stress management in Nigeria business organizations. Therefore believe that this research report will be relevant to existing literature in such area. Furthermore, it is also expected that the research report will be significant to the management and employees of Shukura Hotel, Sokoto and similar organization as a working material relevant to decisions on stress management and control. Arguments presented and analysis made will surely province useful aids to decisions-making on stress management in most service industries especially the hotels. Moreover, the above is the expectation that the research will be significant in sensitizing hotel executives on the importance of ensuring an efficient stress management strategy. Conclusively, the significance of this research work in line with fulfilling an academic requirement, which is a pre-requisite for the award of a post graduate diploma (PGD) in management science cannot be overemphasized.
1.6 SCOPE OF THE STUDY
This research work is mainly concerned with the effect of stress on employees productivity in the service industry, laying more emphasis on a hotel setting like Shukura Hotel, Sokoto. In this case, the researcher only based the research work on the scanty data which were supplied to him by the management of Shukura Hotel, Sokoto. Due to fear of competing firms and relinquishing vital data which could be within reach of their competitors.
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CAUSES OF FOOD POISONING IN CATERING ESTABLISHMENT
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND TO THE STUDY
Recently, a number of food-borne illnesses occurred worldwide have aroused the concern and anxiety of the public about food safety. Most of these food-borne illnesses are caused by mishandling or improper preparation/storage of food by food handlers. In order to ensure food safety and prevent food poisoning, all food businesses including food service organizations should comply with the existing food regulations as well as prepare their own food safety plan to prevent food poisoning.
The increasing number of food poisoning outbreaks and food-related scares has led to calls for better hygiene and quality practices. Food poisoning outbreaks of salmonella, listeria, and Escherichia coli have made the public more skeptical of the food they consume. In recent months the debate surrounding The European Commission has recognized the importance of controlling food-poisoning outbreaks owing to the increasing number of meals consumed outside the home, in parallel with the ever-expanding range of pre-prepared meals.
This changing consumer lifestyle emphasizes the need for better, effective ways of controlling food hygiene. There is strong statistical evidence that the incidence of food poisoning caused by caterers is greater than in any other food sector, accounting for 70% of all bacterial food poisoning outbreaks. Seventy per cent of these food poisoning outbreaks are due to the inadequate time and temperature control of food, while the remaining 30% are the result of cross-contamination (Wilson, Murray, Black, & McDowell, 1997).
The hands of food service employees can be vectors in the spread of food-borne diseases because of poor personal hygiene or cross-contamination. For example, an employee might contaminate his hands when using the toilet, or bacteria might be spread from raw meat to salad greens by food handler’s hands, point out that data on risk factors for food-borne diseases imply that most outbreaks result from improper food handling practices (Ehiri & Morris, 1996). A study in the USA suggested that improper food handler practices contributed to approximately 97% of food-borne illnesses in food-service establishments and homes (Howes, McEwen, Griffiths, & Harris, 1996).
Food poisoning follows the ingestion of microorganisms that may have been present in already contaminated food, which may have resulted from inadequate food preservation techniques or unsafe handling practices or which may have arisen from cross-contamination from surfaces, equipment, or, less likely, from persons who carry enterotoxigenic staphylococci in their nails or on their skin (Barrie, 1996; Jay, Comar, & Govenlock, 1999). Similarly, infected food handlers are also a common source of food-borne viruses such as the Hepatitis A virus and the diarrhoea-causing, small round-structured viruses which are excreted in large numbers by infected individuals. Many cases of foodborne virus infection have been associated with catering (WHO, 1999). Poor sanitary practices in food storage, handling, and preparation can create an environment in which bacteria such as camphylobacter, salmonella, and other infectious agents are more easily transmitted (Fielding, Aguirre, & Palaiologos, 2001; Gent, Telford, & Syed, 1999).
Food handlers may transmit pathogens passively from a contaminated source, for example, from raw poultry to a food such as cold cooked meat that is to be eaten without further heating. They may also, however, themselves to be sources of organisms either during the course of gastrointestinal illness or during and after convalescence, when they no longer have symptoms.
During the acute stages of gastroenteritis large number of organisms are excreted and by the nature of the disease are likely to be widely dispersed; clearly, food handlers who are symptomatically ill may present a real hazard and should be excluded from work. Good hygiene, both personal and in food handling practices, is the basis for preventing the transmission of pathogens from food handling personnel to consumer. (Bryan, 1988; Evans et al., 1998). The Food and Drug Administration (FDA), with support from enforcement agencies and the food industry and catering establishment has endorsed food service worker training since 1976; however, since that time, the retail food service industry, has intensified efforts to improve retail food safety through training of restaurant managers and employees (Lynch, Elledge, Griffith, & Boatrigh, 2003).
1.2 STATEMENT OF THE PROBLEM
When food poisoning outbreaks are investigated it has been established that small and medium sized catering establishments are often important locations in the transmission of food-borne illness and poisoning. There are many issues imposing risk on food safety due to industrialization and mass production, emergence of longer and more complex food chains, fast food consumption, street vendors and growing international trade and tourism. Besides, long-term inflation and other economical causes; advertisements, growing eating out habits (fast foods, restaurant meals etc.) are also the likely causes of food safety problems. The purpose of this study is to examine the methods of prevention of food poisoning in a catering establishment.
1.3 OBJECTIVES OF THE STUDY
The following are the objectives of this study:
To examine the prevalence of food poisoning in catering establishments.
To examine the methods of preventing food poisoning in catering establishments.
To identify the factors causing food poisoning in catering establishments.
1.4 RESEARCH QUESTIONS
What is the prevalence of food poisoning in catering establishments?
What are the methods of preventing food poisoning in catering establishments?
What are the factors causing food poisoning in catering establishments?
1.6 SIGNIFICANCE OF THE STUDY
The following are the significance of this study:
The outcome of this study will educate caterers, small and medium scale food sellers and the general public on the approaches to the prevention of food poisoning especially in catering establishments.
This research will be a contribution to the body of literature in the area of the effect of personality trait on student’s academic performance, thereby constituting the empirical literature for future research in the subject area.
1.7 SCOPE/LIMITATIONS OF THE STUDY
This study will cover the approaches to prevent against food poisoning in catering establishments.
LIMITATION OF STUDY
Financial constraint– Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
Time constraint– The researcher will simultaneously engage in this study with other academic work. This consequently will cut down on the time devoted for the research work
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ASSESSMENT OF BUFFET LINEN AS AN INTEGRAL PART OF RESTAURANT SERVICE
ABSTRACT
Buffet service is a prominent aspect of the restaurant industry, offering diners a diverse and self-service dining experience. The quality and presentation of buffet linen play a crucial role in shaping the overall dining experience. This study aims to assess the significance of buffet linen in restaurant service, focusing on its impact on customer satisfaction, hygiene, and the overall perception of the dining establishment.
Using a mixed-methods research approach, the study combines quantitative analysis of customer satisfaction surveys and qualitative insights obtained through interviews with restaurant staff and managers. The research investigates various dimensions of buffet linen, including its cleanliness, aesthetic appeal, and practical functionality.
Findings from the study reveal that buffet linen is a substantial contributor to customer satisfaction, influencing perceptions of the restaurant’s quality and attention to detail. Clean and well-presented linen is identified as a key factor in ensuring a positive dining experience, while worn or stained linen has a detrimental impact on customer perceptions.
The study also explores the operational aspects of managing buffet linen, considering factors such as laundering practices, inventory management, and the environmental sustainability of linen usage in the restaurant industry.
Recommendations derived from the study emphasize the importance of regular linen maintenance, staff training on linen presentation standards, and environmentally conscious linen practices. The research outcomes provide valuable insights for restaurant owners, managers, and industry stakeholders seeking to enhance the quality of buffet service and elevate customer satisfaction.
By shedding light on the multifaceted role of buffet linen in restaurant service, this study contributes to the broader understanding of hospitality management and offers practical guidance for improving the overall dining experience in buffet-style restaurants.
CHAPTER ONE:
INTRODUCTION
1.1 Background
The restaurant industry is characterized by its dynamic nature, constantly evolving to meet the diverse preferences and expectations of consumers. Buffet-style dining has become a popular choice for patrons seeking variety and flexibility in their culinary experiences. In this context, the quality and presentation of buffet linen emerge as integral elements that significantly influence customer perceptions and overall satisfaction. The importance of buffet linen in restaurant service extends beyond mere aesthetics, encompassing aspects of hygiene, ambiance, and operational efficiency.
The restaurant industry is a dynamic and ever-evolving sector that continuously adapts to the changing preferences and expectations of consumers. Among the diverse dining experiences offered, buffet-style service has emerged as a popular choice, providing patrons with the freedom to select from a variety of dishes while enjoying a self-service dining atmosphere. Central to the success of any buffet-style restaurant is the often-overlooked yet crucial element of buffet linen. Beyond serving as a mere aesthetic accessory, buffet linen plays a multifaceted role in shaping the overall dining experience, influencing customer satisfaction, hygiene standards, and the general perception of the restaurant.
Buffet linen encompasses a range of items, including tablecloths, napkins, placemats, and runners, each contributing to the visual appeal and functionality of the dining setup. The quality and presentation of buffet linen are integral aspects that directly impact the ambiance of the restaurant and, consequently, the satisfaction of diners. As diners engage in a self-guided culinary journey, the buffet linen becomes an unspoken communicator of the restaurant’s commitment to excellence, attention to detail, and overall dedication to providing a memorable dining experience.
Despite its significance, the assessment of buffet linen within the broader context of restaurant service remains a relatively unexplored area of research. This study seeks to fill this gap by conducting a thorough examination of the multifaceted role played by buffet linen in the realm of restaurant service. From cleanliness and aesthetics to practical functionality, each dimension of buffet linen management will be scrutinized to unravel its impact on customer satisfaction and the overall success of buffet-style dining establishments.
The significance of this study lies not only in its potential to enhance the understanding of buffet linen’s role but also in providing practical insights for restaurant owners, managers, and industry stakeholders. Through a comprehensive assessment, this research aims to offer recommendations that can contribute to elevating the quality of buffet service, improving customer experiences, and guiding decision-making processes related to buffet linen selection and maintenance.
As we embark on this journey to assess buffet linen as an integral part of restaurant service, the subsequent chapters will delve into the intricacies of customer perceptions, operational considerations, and the overarching influence that well-managed buffet linen can exert on the success and reputation of buffet-style dining establishments.
1.2 Statement of the Problem
While the significance of buffet linen in restaurant service is acknowledged, there is a need for a comprehensive assessment that explores the various dimensions of its impact. Understanding the challenges and opportunities associated with buffet linen management is essential for restaurant owners and managers aiming to optimize the dining experience and meet the evolving expectations of their clientele.
1.3 Research Objectives
The primary objectives of this study are:
To assess the influence of buffet linen on customer satisfaction in the context of restaurant service.
To examine the operational aspects of managing buffet linen, including laundering practices and inventory management.
To explore the role of buffet linen in shaping the overall perception of a dining establishment.
1.4 Research Questions
This study will address the following research questions:
How does the quality and presentation of buffet linen influence customer satisfaction in a restaurant setting?
What are the key operational considerations in managing buffet linen, including laundering practices and inventory management?
In what ways does buffet linen contribute to the overall perception of a dining establishment by customers?
1.5 Significance of the Study
This research holds significance for various stakeholders within the restaurant industry, including owners, managers, staff, and customers. Understanding the nuances of buffet linen management can lead to improved customer satisfaction, enhanced operational efficiency, and informed decision-making regarding linen selection and maintenance.
1.6 Scope and Limitations
The study will focus on a select number of restaurants offering buffet-style dining, considering both upscale and casual establishments. While the research aims to provide valuable insights, the findings may be influenced by the specific characteristics of the chosen restaurants.
1.7 Research Methodology
A mixed-methods approach will be employed, incorporating quantitative analysis of customer satisfaction surveys and qualitative insights obtained through interviews with restaurant staff and managers. This comprehensive methodology will allow for a holistic understanding of the multifaceted role of buffet linen in restaurant service.
1.8 Structure of the Thesis
The remainder of this thesis is organized as follows:
Chapter Two: Literature Review – A thorough exploration of existing literature related to buffet service, restaurant ambiance, and the role of linen in hospitality management.
Chapter Three: Research Methodology – An in-depth discussion of the research design, data collection methods, and analytical procedures.
Chapter Four: Findings and Discussion – Presentation and analysis of the research findings, considering both quantitative and qualitative data.
Chapter Five: Conclusion and Recommendations – A synthesis of key findings, implications, and practical recommendations for the restaurant industry.
This introductory chapter sets the stage for a comprehensive examination of the assessment of buffet linen as an integral part of restaurant service, addressing the identified research objectives and questions.
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ASSESSMENT OF BED LINEN IN HOUSEKEEPING ROOMS DIVISIONS OF HOTELS TO IMPROVE PATRONAGE
Abstract:
The hospitality industry thrives on the ability to provide a memorable and satisfactory experience for guests, with bed linen quality and presentation playing a pivotal role in shaping patrons’ perceptions. This research focuses on the systematic assessment of bed linen practices within the Housekeeping departments of hotels, aiming to enhance overall guest satisfaction and, consequently, improve patronage.
The study’s primary objectives include assessing current bed linen management practices, identifying factors influencing bed linen quality, and proposing recommendations for improvement. Through a comprehensive investigation, this research seeks to shed light on existing standards within the Rooms Division, addressing concerns such as inconsistent cleanliness, wear and tear, and maintenance issues that may compromise guest experiences.
The significance of this research lies in its potential contributions to hotel management knowledge and its practical implications for industry stakeholders. Hotel managers, staff, and relevant professionals stand to benefit from insights gained into areas of improvement in bed linen management, ultimately impacting guest satisfaction positively.
While the study has a specific geographic scope, examining hotels in a defined area, its findings may have broader implications for the hospitality sector. The limitations, including potential operational disclosure challenges, will be navigated through confidentiality assurances and data anonymization.
This research contributes to the ongoing discourse on effective hotel management practices, emphasizing the critical role of Housekeeping in guest satisfaction and patronage. Subsequent chapters will delve into a thorough literature review and research methodology, providing a comprehensive foundation for the study.
Chapter One:
Introduction
1.1 Background of the Study
The hospitality industry is characterized by a relentless pursuit of excellence in customer service, with hotels playing a pivotal role in providing a comfortable and satisfying experience for their patrons. Within the hotel establishment, the Rooms Division, specifically Housekeeping, plays a crucial role in shaping guests’ perceptions of the overall quality of their stay. One integral aspect of this experience is the assessment and management of bed linen, a fundamental component contributing to the ambiance and hygiene of guest rooms.
The quality and presentation of bed linen not only influence the aesthetic appeal of the room but also significantly impact the overall guest experience. Guests often form lasting impressions based on the cleanliness, comfort, and freshness of their bed linen. Therefore, a thorough assessment of bed linen practices within the Housekeeping departments of hotels becomes imperative to enhance patronage and maintain a competitive edge in the hospitality market.
1.2 Statement of the Problem
While the importance of bed linen in the hotel industry is widely acknowledged, the systematic assessment of its quality and presentation within the Rooms Division, particularly in the Housekeeping department, is an area that warrants investigation. Issues such as inconsistent cleanliness standards, wear and tear, and inadequate maintenance of bed linen can potentially compromise the overall guest experience, leading to a decline in patronage. This research seeks to address these concerns by conducting a comprehensive assessment of bed linen practices within hotel Housekeeping departments.
1.3 Objectives of the Study
The primary objectives of this research are:
To assess the current practices and standards of bed linen management in the Housekeeping departments of hotels.
To identify factors influencing the quality and presentation of bed linen in guest rooms.
To propose recommendations for improvement based on the assessment findings to enhance overall guest satisfaction and patronage.
1.4 Research Questions
To guide the investigation, the study will address the following research questions:
What are the existing practices and standards for managing bed linen within the Housekeeping departments of hotels?
What factors contribute to the quality and presentation of bed linen in guest rooms?
What recommendations can be proposed to improve bed linen practices and enhance guest satisfaction?
1.5 Significance of the Study
This research is significant for several reasons. Firstly, it contributes to the body of knowledge in hotel management, specifically in the realm of Housekeeping practices. Secondly, the findings of the study will be valuable for hotel managers, staff, and industry stakeholders, providing insights into areas of improvement in bed linen management. Lastly, the research aims to enhance overall guest satisfaction, which directly correlates with increased patronage and positive word-of-mouth recommendations.
1.6 Scope and Limitations of the Study
The study will focus on hotels within a specific geographic area, examining bed linen practices in their Housekeeping departments. Limitations may include the potential reluctance of some hotels to disclose detailed operational practices. However, efforts will be made to mitigate these limitations through the assurance of confidentiality and the presentation of aggregated, anonymized data.
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ASSESSING HUMAN CAPITAL MANAGEMENT IN HOTELS IN KADUNA AS A MEANS OF PROFIT MAXIMIZATION
ABSTRACT
This work is on assessing human capital management in hotels in kaduna as a means of profit maximization. .A hundred and twenty questionnaires were distributed among employees from selected hotels in kaduna. Interviews and surveys were also conducted.
Primary and secondary data will be used in the analysis. Tables and percentages will also be used as the instrument of analysis
It will be observed therefore that human capital management have a strong and significant impact on employee productivity in hotels.
TABLE OF CONTENT:
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
1.2 Statement of the Research Problem
1.3 Objectives of the Study
1.4 Significance of the Study
1.5 Research Questions
1.6 Research Hypothesis
1.7 Conceptual and Operational Definition
1.8 Assumptions
1.9 Limitations of the Study
CHAPTER TWO
LITERATURE REVIEW
2.1 Sources of Literature
2.2 The Review
2.3 Summary of Literature Review
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Research Method
3.2 Research Design
3.3 Research Sample
3.4 Measuring Instrument
3.5 Data Collection
3.6 Data Analysis
3.7 Expected Result
CHAPTER FOUR
DATA ANALYSIS AND RESULTS
4.1 Data Analysis
4.2 Results
4.3 Discussion
CHAPTER FIVE
SUMMARY AND RECOMMENDATIONS
5.1 Summary
5.2 Recommendations for Further Study
References
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RESTAURANT OPERATIONS AND MANAGEMENT EXPERT SYSTEM
Abstract:
The ever-evolving landscape of the restaurant industry demands innovative approaches to enhance operational efficiency and managerial decision-making. This research introduces a Restaurant Operations and Management Expert System, a cutting-edge solution designed to optimize various facets of restaurant functioning.
The Expert System employs artificial intelligence and machine learning algorithms to analyze data related to inventory management, staff scheduling, customer preferences, and financial transactions. By integrating these technologies, the system provides real-time insights, forecasts trends, and offers actionable recommendations to restaurant owners and managers.
Key functionalities include intelligent menu optimization, predictive inventory management, dynamic pricing strategies, and personalized customer engagement. The system adapts to the unique characteristics of each restaurant, learning from historical data and continuously refining its recommendations to improve overall performance.
This research contributes to the intersection of technology and hospitality, offering a comprehensive tool for restaurant operators to streamline operations, enhance customer satisfaction, and drive financial success. The Restaurant Operations and Management Expert System represents a significant advancement in the industry, promising to reshape the way restaurants are managed and operated in the modern era.
TABLE OF CONTENT:
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
1.2 Statement of the Research Problem
1.3 Objectives of the Study
1.4 Significance of the Study
1.5 Research Questions
1.6 Research Hypothesis
1.7 Conceptual and Operational Definition
1.8 Assumptions
1.9 Limitations of the Study
CHAPTER TWO
LITERATURE REVIEW
2.1 Sources of Literature
2.2 The Review
2.3 Summary of Literature Review
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Research Method
3.2 Research Design
3.3 Research Sample
3.4 Measuring Instrument
3.5 Data Collection
3.6 Data Analysis
3.7 Expected Result
CHAPTER FOUR
DATA ANALYSIS AND RESULTS
4.1 Data Analysis
4.2 Results
4.3 Discussion
CHAPTER FIVE
SUMMARY AND RECOMMENDATIONS
5.1 Summary
5.2 Recommendations for Further Study
References
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ENTERPRISE RESILIENCE: RISK RESILIENCE OF HOTELS, DURING THE COVID 19
ABSTRACT
This work discusses enterprise resilience: risk resilience of hotels, during the covid 19.
Since hotel businesses in Nigeria has assumed an
important role of economic regeneration and stability given its capabilities in revenue generation, jobs creation, and
infrastructure development in the industry recovery
experience of Nigeria in previous recession. The findings of
this study give a better insight towards the need for the
government of Nigeria to put in place feasible business safety
nets such as relief fund for hotel business owners.
.A hundred and twenty questionnaires were distributed among managers and directors of selected hotels in Nigeria. Interviews and surveys were also conducted.
Primary and secondary data will be used in the analysis. Tables and percentages will also be used as the instrument of analysis.
It will be observed therefore that adequate financing by government through credit facilitation schemes for hospitality industry with special reference to hotel operators, and tax reductions and abatements will have a significant impact on improving the already existing positive results from hotel businesses. This will lead to increased job creation, and improvement in the value chain connected to hotel businesses.
Implementation of tax relief policy will also make a difference
in addressing the acute consequences of the pandemic on the Nigeria’s hotel industry, thereby repositioning the sector
for national prosperity.
Hospitality business owners in Nigeria should put on business innovative cap to reach out to their prospective customers.
TABLE OF CONTENT:
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
1.2 Statement of the Research Problem
1.3 Objectives of the Study
1.4 Significance of the Study
1.5 Research Questions
1.6 Research Hypothesis
1.7 Conceptual and Operational Definition
1.8 Assumptions
1.9 Limitations of the Study
CHAPTER TWO
LITERATURE REVIEW
2.1 Sources of Literature
2.2 The Review
2.3 Summary of Literature Review
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Research Method
3.2 Research Design
3.3 Research Sample
3.4 Measuring Instrument
3.5 Data Collection
3.6 Data Analysis
3.7 Expected Result
CHAPTER FOUR
DATA ANALYSIS AND RESULTS
4.1 Data Analysis
4.2 Results
4.3 Discussion
CHAPTER FIVE
SUMMARY AND RECOMMENDATIONS
5.1 Summary
5.2 Recommendations for Further Study
References
HOW TO RECEIVE PROJECT MATERIAL (S)
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(2) Email Address
(3) Payment Name
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BANK ACCOUNTS
Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 0046579864
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OR
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Account Number: 3139283609
Bank: FIRST BANK
FOR MORE INFORMATION, CALL:
08068231953, 08137701720, 09070569307, 08154275408
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INFORMATION:
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SMALL SCALE BUSINESS AND SUSTAINABLE DEVELOPMENT IN THE HOSPITALITY INDUSTRY
CHAPTER ONE
INTRODUCTION
1.1 Background of the study
Worldwide, tourism grew phenomenally from 25 million arrivals in 1950 to 808 million in 2005, with an average annual growth rate of 6.5 percent. In 2005, tourist arrivals in Africa registered only 37 million (or 5 percent of the world as compared to 444 million arrivals (55 percent) in Europe, 156 million (19 percent) in Asia/ Pacific, 133 million (16 percent) in the Americas, and 38 million (5 percent) in the Middle East Over the decade of the 1990s, Africa has experienced a rise in tourist arrivals from 8.4 million to 10.6 million and receipts growth from $2.3 billion to
$3.7 billion, In spite of this, there are only few empirical studies that investigated the contributions of tourism to economic growth and development for African economies. (Fayissa, 2007).
It’s understood that tourism contributed three per cent to Nigeria’s Gross Domestic Product in 2012 and 2.8 per cent of total employment. (Jimoh, 2013). According to the travel and tourism competitiveness index (TTCI) 2013, Nigeria performed relatively well on three important pillars of the TTCI:
It is agreed that, if Nigeria must take a place in the committee of great nations, it cannot but begin to make intentional efforts to source revenue outside of oil. One major area where Nigeria could muster some financial strength is the tourism industry. (Spotlight magazine, 2013). The federal government has restated its commitment to diversifying the nation’s revenue base, with a plan to prepare the tourism sector to generate more earnings and create more jobs. (Gregory, & Ajibola, 2013).
The tourism industry offers the opportunity to lessen the country’s dependence on oil revenue, if properly harnessed. At the present level the industry annual revenue is about N80 billion. (George, 2013). The important roles of the tourism sector as the main instrument in socioeconomic development of any nation can be overstated. Although some of the tourist centres in Nigeria are not well developed to promote socioeconomic development however,
Nigeria’s tourism sector is still operating below capacity even as tourism becomes the fastest growth industry globally. The tourism industry is a powerful driver of the economic train of the nations. The industry generates over US$ 1 trillion per annum in direct earnings. Moreover the lack of adequate empirical data has hindered policy makers and other stakeholders on the viability of most of the existing tourism destinations in Nigeria. (Ajibola, 2013).
Depending on the reports tourism sector has seriously under performed. In 2011, only 715,000 tourists visited the country from 1995 – 2011. Nigeria’s highest earnings from tourism were a meager 688 million dollars in 2008. International tourism generated 0.72 per cent of Nigeria’s total export earnings in 2011, finally on the WTO rankings Nigeria is nowhere to be found in the top ten travel destinations in Africa. According to analysts, Nigeria’s tourism sector has potential to generate $4 billion yearly. The sector has been described as under-utilized contributing a meager 0.5 percent to its GDP. However, it has since been selected as one of six priority areas central to the revival of the country’s economy in view of declining global oil price. (Kehinde, 2013).
1.2 Statement of the problem
Nigeria does not have an accurate record of tourism contribution to GDP, as the tourism minister hinted during a TV interview it materialized that the sector does not generate anything close to the tourism earnings in South Africa and Dubai, even with almost 500 tourist sites and attractions in the country. (Ajibola, 2013).
The fiscal impact of the tourism industry is usually assessed at the macroeconomic level and can be measured in several, different ways. The conventional measurement focuses on tourism receipts and the contribution of tourism to a country’s GDP. (Olu, 2012). More recently, The WTTC has reported titled travel and tourism economic impact 2012 put the total contribution of travel and tourism to Nigeria’s GDP at N598.6 billion, which represents 1.6 per cent of the total GDP, and 6.3 per cent per annum from 2012 to 2022. Furthermore, travel and tourism directly supported 838,500 jobs or 1.4 per cent of total employment in 2011. This will be also expected to rise by 3.7 per cent annually to 1,289,000 jobs or 1.6 per cent of total employment in 2022.The report also puts investment in the travel and tourism sub-sectors in Nigeria in 2011 at N 251.5 billion, while forecasting growth in this area at 1.5 percent in 2012 and a rise of 2.4 per cent per annum from 2012 to 2022 (Adewole, 2012).
1.3 Objectives of the study
1. To understand the impact of small scale business to hospitality industry in Nigeria
2. To understand the relationship between small scale business and hospitality industry in Nigeria
1.4 Research questions
1. What is the impact of small scale business to hospitality industry in Nigeria
2. What is the relationship between small scale business and hospitality industry in Nigeria
1.5 Research hypothesis
H0: There is no relationship between small scale business and hospitality industry in Nigeria
H1: There is a relationship between small scale business and hospitality industry in Nigeria
HOW TO RECEIVE PROJECT MATERIAL (S)
After paying the appropriate amount (#5,000) into our bank Account below, send the following information to any of the numbers below
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(2) Email Address
(3) Payment Name
OR you drop them on our WhatsApp, 08137701720
We will send your material(s) after we receive bank alert
BANK ACCOUNTS
Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 0046579864
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OR
Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 3139283609
Bank: FIRST BANK
FOR MORE INFORMATION, CALL:
08068231953, 08137701720, 09070569307, 08154275408
]]>BEFORE YOU READ THE ABSTRACT OR CHAPTER ONE OF THE PROJECT TOPICS BELOW, PLEASE READ THE INFORMATION BELOW.THANK YOU!
INFORMATION:
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ABSTRACT
This work investigates the relationship between service delivery and customer satisfaction at the Divine Fountain Hotels Limited in Markurdi Nigeria. The study made use of questionnaires and key informant interview method to gather relevant data for the study. Convenience sampling method was used to select 400 respondents which comprise 50 males and 50 females from each of the four branches of the hotel. A total of 100 questionnaires were administered in each branch of the hotel, thereby summing up 400 questionnaires in all the four branches of the hotel. The questionnaire was administered to every “third” guest that lodged at each of the branches of the hotel during their checkout time for a period of two weeks. Data collected were analyzed using frequency counts, percentage and chart. Findings reveal that the hotel offers a variety of customer centric services which are satisfactory to their customers and this has helped the hotel retain loyal customers over significant period of time. The study concludes that, the two variables (service delivery and customer satisfaction) examined are significantly related and could predict the growth, improve the quality of services offered, increase the patronage and consequently the revenue generated at Divine Fountain Hotels, Markurdi.
CHAPTER ONE
INTRODUCTION
Customer satisfaction is the “holy grail” of success for business in the customer service industry. The goal of every successful business is to maintain a high level of customer satisfaction by providing their client with value added transaction through positive customer interaction. In turn, the customer’s expectation is to feel important and assisted during the interactions that ultimately lead to fulfillment of their desire and positive end result (Leon and Lestlie, 2000). Customer service representatives are often trained to known the basic elements of providing excellent customer service. They are taught to listen, to be patient, tolerant and above all helpful. Organization, especially hotels often monitor their employees to make sure they consistently abide by and apply all of the rules and customer service practices.
Hotel is an establishment that provides paid lodging and feeding on a short term basis. The provision of a basic accommodation in time past consisted of only rooms, with modern facilities including a bedroom suit and air conditioning or climate control. Additional common features found in hotel room are a telephone, an alarm clock, a television and internet connectivity. Snacks, food and drinks are supplied in a mini bar and facilities for making hot drink available.
Divine Fountain Hotels Limited was incorporated on the 31st of December, 1998 to provide unique and professional hospitality that can be of immense benefit to mankind in several ways. The objective of the hotel is to implement operational strategies that will create a seamless guest experience at any period. The Divine Fountain Hotels Limited, Markurdi is one of the foremost hotels that were established with commitment to ensure that customers’ needs are satisfactorily met and for customers to get real value for money spent. Divine Fountain Hotels Limited started in 1998 with only one branch but now, the hotel has four branches with all its branches strategically located in the busy parts of Markurdi. The operational head office is located at about one kilometer away from the Nigeria’s busiest airport (Muritala Mohammed International Airport) in Markurdi. The latest branch which was recently opened in December, 2014 is also located very close to the Nigeria’s busiest sea port (Apapa Sea Port) in Markurdi. The remaining two branches are also located at the hub of Nigeria’s commercial nerve centre and the centre of excellence (Ikeja and Victoria Island). All the branches of this hotel receive both business and leisure travelers regularly from within and outside Nigeria.
Considering the enormous advantages associated with establishing a hotel. Customer requirements for quality products and service in the hotel industry have become increasingly evident to professionals in the industry. In this context, positive relationship can create customer’s higher commitment and increase their return rate. In order to achieve customer satisfaction, service delivery is considered paramount in today’s hospitality business and also in the promotion of tourism activities within a destination. This is because tourists are visitors who require a hotel accommodation for their stay. In other words, for customers to continue to patronize any hotel, they must be satisfied with the service offered.
The aim of this study is to evaluate the service delivery and customer satisfaction at Divine Fountain hotels in Markurdi. The aim would be achieved through the following specific objectives:
To identify the various services offered by Divine Fountain hotels in Markurdi.
To assess the quality of service delivery provided by the hotel.
To determine if the services provided by the hotel meet the needs and wants of their customers.
To suggest measures and strategies to improve the quality of service offered in hotel.
Statement of the problem
Despite the relatively harsh business environment that businesses are run in Nigeria, the Divine Fountain Hotels Limited has a sustained growth and proven track record of providing superior hospitality services to its customer. It is rather worrisome that there is no existing research report that has evaluated the extent at which the service delivery at this hotel has influenced customers’ satisfaction since it was established. The need to do this constitutes the focus of this study and the findings of this research work would be useful to all stakeholders in the hospitality and tourism industry.
This gave rise to the purpose of this research work which is to examine in its entirety hotel service delivery which can influence the level of customer’s satisfaction.
Objectives of the study
To understand the impact of effective service delivery on the sales volume of selected hotel firms
To understand the relationship between effective service delivery and sales volume of hotel firms
Research Questions
What is the impact of effective service delivery on the sales volume of selected hotel firms
What is the relationship between effective service delivery and sales volume of hotel firms
Research Hypothesis
H0: There is no relationship between effective service delivery and sales volume of hotel firms
H1: There is a relationship between effective service delivery and sales volume of hotel firm
HOW TO RECEIVE PROJECT MATERIAL (S)
After paying the appropriate amount (#5,000) into our bank Account below, send the following information to any of the numbers below
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(2) Email Address
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OR you drop them on our WhatsApp, 08137701720
We will send your material(s) after we receive bank alert
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Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 0046579864
Bank: GTBank.
OR
Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 3139283609
Bank: FIRST BANK
FOR MORE INFORMATION, CALL:
08068231953, 08137701720, 09070569307, 08154275408
]]>BEFORE YOU READ THE ABSTRACT OR CHAPTER ONE OF THE PROJECT TOPICS BELOW, PLEASE READ THE INFORMATION BELOW.THANK YOU!
INFORMATION:
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HUMAN CAPITAL AUDITING AND SUSTAINABLE HOSPITALITY MANAGEMENT. A STUDY OF SELECTED HOTELS IN RIVERS STATE
ABSTRACT
This work discusses human capital auditing and sustainable hospitality management. a study of selected hotels in rivers state
.A hundred and twenty questionnaires were distributed among employees and managers from selected hotels in rivers state. Interviews and surveys were also conducted.
Primary and secondary data will be used in the analysis. Tables and percentages will also be used as the instrument of analysis
It will be observed therefore that there is a strong positive relationship between human capital auditing and sustainable hospitality management. Effective human capital auditing have a strong and significant positive impact on sustainable hospitality.
TABLE OF CONTENT:
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
1.2 Statement of the Research Problem
1.3 Objectives of the Study
1.4 Significance of the Study
1.5 Research Questions
1.6 Research Hypothesis
1.7 Conceptual and Operational Definition
1.8 Assumptions
1.9 Limitations of the Study
CHAPTER TWO
LITERATURE REVIEW
2.1 Sources of Literature
2.2 The Review
2.3 Summary of Literature Review
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Research Method
3.2 Research Design
3.3 Research Sample
3.4 Measuring Instrument
3.5 Data Collection
3.6 Data Analysis
3.7 Expected Result
CHAPTER FOUR
DATA ANALYSIS AND RESULTS
4.1 Data Analysis
4.2 Results
4.3 Discussion
CHAPTER FIVE
SUMMARY AND RECOMMENDATIONS
5.1 Summary
5.2 Recommendations for Further Study
References
HOW TO RECEIVE PROJECT MATERIAL (S)
After paying the appropriate amount (#5,000) into our bank Account below, send the following information to any of the numbers below
08068231953, 08137701720, 09070569307, 08154275408 (1) Your project topics
(2) Email Address
(3) Payment Name
OR you drop them on our WhatsApp, 08137701720
We will send your material(s) after we receive bank alert
BANK ACCOUNTS
Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 0046579864
Bank: GTBank.
OR
Account Name: AMUTAH DANIEL CHUKWUDI
Account Number: 3139283609
Bank: FIRST BANK
FOR MORE INFORMATION, CALL:
08068231953, 08137701720, 09070569307, 08154275408
]]>