The Effects of Training on Quality Customer Service in Sheraton Hotel, Ikeja.
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Date
2012-07-10
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Hatman Journal of Hospitality and Tourism
Abstract
Quality customer service is an important issue in today’s world of competition in the hospitality industry and in particular the hotel sector. Quality service delivery is a major factor sought after by present day customer and it has been the major concerns for many hotels of how after training the staff to actually meet everyday demand. Therefore, the implementation of an effective training process at all levels of Management has a significant impact on the performance of the employees. The study was limited to three important departments of the Hotem industry i.e., front office, food and beverage and housekeeping. The information was obtained through questionnaires purposely designed for staff and guests in the Hotel. One hundred (100) questionnaires were administered to the guests while twenty (20) questionnaires were for the trained staff. The data collected were analyzed using chi-square and Statistical Package for Social Science (SPSS). The study revealed that frequent training has improved the quality customer service delivery in Sheraton Hotel. The management of the Hotel should therefore enforce the regular training of staff to handle guests’ complaints promptly. Hence, staff should be motivated to deliver quality customer service to maintain the standard of the Hotel total quality Management.
Description
Keywords
Hotel, quality, customer service, Training, Hospitality Industry
Citation
Adeniji, P.O. (2012): The Effects of Training on Quality Customer Service in Sheraton Hotel, Ikeja.