The study assess trends in service delivery in independent hotels in Ogun State. It classified hotel guests based on the generation they belong to using their period of birth as adopted from Goldman Sachs Global Investment Research (GSGIR). This include, the Baby Boomers, Baby Busters (Generation X) and the Millennials (Generation Y). The investigation focused on the challenges facing hotels and the attributes of various category of people that patronizes independent hotels, their expectation and how hotelier can surpass it. Multistage sampling techniques were used for sample selection. Twenty-four (24) independent hotels were selected from the four major towns in each of the four geopolitical zones that makes up Ogun State using purposive and systemic sampling methods. Simple random sampling method was further used to select four hundred and twenty (420) respondents among guests patronizing the selected hotels. Questionnaires and keys informant interview methods were used for data gathering. Findings of the study revealed that, independent hotels are mostly facing the challenge of poor patronage, unfavourable government policy, high running cost to mention a few. It was also revealed that, independent hotels are mostly patronized by the Millennials (51%) which are mostly male (77%) and are single (67%). Interview with managers of hotel revealed that recent trends in the industry was largely brought by innovations in technology, marketing strategies, human relation and social values which has given birth to several products and services offered by various hotels. The study concludes that, hotels that intend to boost sales to overcome many of their challenges especially in highly competitive regions should intensify efforts to better understand expectations of various generation of customers and which of these generations is most dominant in their region. The study recommends that, hotels that are yet to upgrade their products and services should carve a niche market for themselves that will focus on the dominant group, marketing this group and satisfactorily meeting the expectations of this category of guest without compromising the needs of other category of guests.
EVALUATING THE IMPACT OF OUTSOURCING OF NON-CORE FUNCTIONS IN THE HOTEL INDUSTRY: A CASE STUDY OF ANITA, NODA AND GOLDEN GATE HOTELS (Published)
The researcher’s interest was to find out the strategies of the outsourcing process, the challenges associated with outsourcing in the hotel industry and what benefits are derived from outsourcing of non-core functions. A descriptive approach was used to analyze and evaluate the impact of outsourcing in the hotel industry in Ghana. Primary data was obtained using questionnaire and personal observation of Anita hotel, Noda hotel and Golden Gate hotels in Kumasi. The secondary data was obtained from relevant published reports written on evaluating the impact of outsourcing in the hotel industry. These included information from library, articles, news papers (dailies), internet and journals which provided relevant background information for the actual research study. The outcome from the research study indicated that the hotels have been concentrating on their core functions in the areas of accommodation, food and bar services and housekeeping and have outsourced most of their non-core functions.