Employee Training On Quality Of Service In The Hotel Industry In Ghana: A Case Study Of Selected Hotels In The Greater Accra Region Of Ghana

S. Appiah-Kubi¹

Section:Research Paper, Product Type: Journal-Paper
Vol.8 , Issue.2 , pp.47-52, Feb-2022

Online published on Feb 28, 2022

Copyright © S. Appiah-Kubi . This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
 

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Abstract :
In Ghana, the high labour turnover, coupled with a rising rate of customer complaints, is one of the major reasons for the poor performance in the hospitality sector. This brings to light the purpose of this research: to investigate the impact of employee training on the quality of service in the hotel industry in Ghana. The quantitative survey research method was adopted for the study. The researcher then sampled three hotels in the Greater Accra region and successfully administered 120 questionnaires to participants engaged in the study. This includes 30 hotel employees and 90 customers of the selected hotels. The Likert scale questionnaire was used for data collection. The study revealed that orientation training is the most used form of training of employees, recording 100 percent quality in delivery in the hotel industry. Other forms of training are poorly used because of associated cost and technicality. Also, the study found out that the service quality in the three selected hotels was below the accepted level, as the mean average of response was below 4, indicating poor service quality. Another finding from the data analysis indicated that staff of the selected hotel have low skill sets in terms of service quality due to limited training, which focused on orientation training. The study recommended that future studies be carried out to examine the impact of computerization on hotel operations on service quality in Ghana.

Key-Words / Index Term :
Training; Employee; Hospitality; Industry; Hotel

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