MANAGEMENT OF SERVICE DELIVERY IN THE HOSPITALITY INDUSTRY

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MANAGEMENT OF SERVICE DELIVERY IN THE HOSPITALITY INDUSTRY

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 firms

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