Effective hospitality development in the Northern region a case study of Tamale Metropolis

Abstract

The survival of any organization highly depends on the quality of service delivered to its customers to maximize their satisfaction which hotel industry of Ghana is no exception. The need to ensure effective development practices is crucial to the success of hotels. The study sought to examine effective hotel development practices using Tamale Metropolis as the study area. The target population involves hotel managers (5), hotel supervisors (15), frontdesk officers (5), house keepers (36) and food and beverage personnel (42). The sample size was selected using simple random and purposive sampling techniques respectively and questionnaires as well as interviews served as the mode of collecting data from respondents. Results were analysed using descriptive statistics in the form of percentages, mean scores, relative importance index and standard deviation. It was found that among the underlying factors which influence hotel development in Tamale Metropolis were competent workforce, satisfying customer needs, reliable communication system, quality of product and motivation. Key challenges affecting hotel development practices include inadequate training for employees, ineffective communication, poor customer service delivery, poor motivation and improper managerial behaviour of authorities. The continuous existence of these setbacks has not helped in improving the sector adequately. The failure to recruit competent staff for various activities affect smooth and better handling of customers which create disaffection due to poor quality of service delivery. These practices and challenges can be curbed by adopting appropriate strategies such as proper training, attractive motivation, effective communication and sound managerial behaviour.