INTRODUCTION
1.1 Background to the study
Hospitality is a key component of tourism which is one of the fastest growing industry in the world over the past fifty years with no signs of negativity in the 21st century. Apart from a country’s beautiful environment, the warmth reception by host communities as well as political and economic stability, tourists’ memorable experience are deeply influenced by the quality of service that they lodge. The hospitality industry represents a rapidly growing subsector of the global economy. It also plays a significant role in the economy development of a nation. It offers many opportunities for those who want to start a business in the accommodation sector.
The hotel industry is a significant player in the part of the economy called the service sector. The hotel industry creates employment and boosts the nation's GDP. Half of all tourism trips include a hotel stay (Stutts, 2001), and the revenues account for between one-fifth of total visitor expenditures (Mill & Morrison, 2002). Clients seek hotel services in lodging/accommodations and conferences. Baker, Huyton & Bradley (2001) posit that for many guest, it is the facade design or even location that creates the lasting impression. This implies that the effectiveness, efficiency and warmth of reception of staff that really create that lasting impression.
The attitudes and friendliness of staff subconsciously attract guests back to the hotel. For these reasons, it has become imperative for hoteliers and indeed the employees to device management tactics that will enable them effectively deploy all the resources at their disposal towards effective guest service delivery in order to satisfy the umpteen and variegated needs of their customers.
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