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EXAMINING THE RELEVANCY OF PROFESSIONALISM IN HOTEL BUSINESS CASE STUDY HOTEL BROVAD L.T.

D MASAKA BY SSEBALAMU JOSEPH DHM/O9/63/G A RESEARCH REPORT SUBMITTED TO THE HOTEL AND TOURISM TRAINING INSTITUTE IN PARTI AL FULFILLMENT FOR THE AWARD OF A DIP .IN HOTEL MANAGEMENT

DATE OF SUBMISSION: SEPTEMBER, 2012

DECLARATION

I ssebalamu Joseph declare that this is my original work and it has not been pre sented in any Higher Institution of learning for any award. Researchers signature.. Date.

APPROVAL I acknowledge that this piece of this Research report has been approved and this Work has been done under my supervision and has satisfied the required standard s. LUKWAGO ROBERT k. Signature.. Date

ACKNOWLEDGEMENTS I would like to extend my sincere gratitude to following people who helped the researcher during the research and in report writing: Mr. Zziwa Suleiman, general manager Hotel Brovad limited Masaka for allowing the researcher have the research done at the Hotel and all the support given du ring the research. All Hotel staff for their cooperation during the research Hajat Sarah Nabukalu, the director of the Hotel for establishing the Hotel where the researcher had the research. Mr. Ntensibe Joseph, the guardian and sponsor for the support given most especia lly financial and encouragement. My mother Nakayiza Christine, for taking me to school for education and guiding the researcher in many ways The late Maurice Byuma my father who gave the researcher accommodation during re

search (R.I.P). Mr. Koloba Geoffrey, for supervising the researcher at the Hotel and encouraging the researcher to push on with the career Mr. kanene Moses our lovely Research Instructor Mr. Lukwayo Robert .k. for supervising the researcher

LIST OF FIGURES AND TABLES FIGURES: Figure1.1 Brovad l.t.d.. Figure4.1 ts Figure4.2 Figure5 TABLES: Table4.1 Table4.2 Table4.3 Table4.4 Table4.5 organizational structure of hotel qualification levels of responden source of competency analysis.. time spent in each department.. experience of respondents positions of the respondents.. qualifications of the respondents source of competency analysis recruitment analysis..

ABSTRACT/EXECUTIVE SUMMARY This part includes; challenge faced in the study, basic results, data collection and major conclusions. CHALLENGES FACED DURING THE STUDY Lack of enough literature during the study Respondents where not fully understanding the meaning of the topic. The limited cooperation by the respondents some did not want to disturb them some hotel refuse such kind of studies to be carried out in their establishments Limited funds to facilitate the research process right from the proposal writing to report writing SAMPLE POPULATION The sample population was narrowed down to 21 respondents 5 (five) guests were i nvolved, one manager, three senior staff and twelve junior staffs. Sampling was randomly selected and purposively as some seemed incapable of giving the necessa ry date. PROCEDURES OF DATA COLLECTION Having received permission from the management, structured questionnaires were g

iven to each category of population target in the sample group to get a represen tative data. However observation and projective techniques were also used due to the long time the researcher had at the hotel. Questionnaires were collected an d were all answered. BASIC RESULTS The hotels has only 40% qualified staff .66.7% if hotel works believed that expe rience was their main source of competency and only 6.7% believed formal trainin g is the main source of competence.

MAJOR CONCLUSION Hotel owners employ relatives, friends and religious affiliatees instead of basi ng on ones credentials. This has mainly contributed to unprofessional services i n the hotel. The government has also not played its roles in regulating hotels activities. Professionalism helps in improving credibility of workers, increase productivity of the workers and creates comfortable environment for both workers and guests as well CHAPTER ONE 1.0 INTRODUCTION To examine the relevance of Professionalism in Hotel business, first we need to understand Professionalism. This encompasses workers behavior, appearance and wo rk place Ethics, all these components are arrived at after specific training and personal traits come into play as well .Professionalism is concerned with takin g the correct action in a situation and results in positive service occurrence. The degree of Professionalism within an occupation is rooted from the values and norms that individuals bring into an occupation and are exerted by individuals with in the context of the immediate workplace, therefore accepted behavior, ded ication to the highest level of costumer service possible in a public service se tting. With this view the desire to act in a professional manner has Become mandatory for Hotels. Hotel environment includes all refreshment places, like Restaurants, Bars and ot her Food outlets. In addition, places where they offer Accommodation are also in clusive For instance: Guest houses, motels, lodges, airport properties among others. The Researcher wants to find out if professionalism is relevant in hotel busines s In Brovad Hotel l.t.d Masaka. 1.1 BACK GROUND OF THE HISTORY Professionalism as already mentioned encompasses, ones, Appearance, attitude of a worker, Behavior, personal standard and competence of a Worker at this point personal traits come onto play as well. It is in most cases arrived at after someone undergoes training in order to qualify for a job .Ther efore the Study is Going to depend on qualification of workers and their experie nces However there is staff training but it is of less importance in our case be cause staff training is situational in other words it depends on Hotels need for Human Resource Management.

It is believed that only 20% of Hotel workers in Uganda are Professional and have qualifications .Despite rapid development and growth of Ho tel Sector globally, Uganda is facing a big challenge of unprofessionalism in this s ector. In order Uganda to match with other countries needs to put emphasis on pr ofessionalizing Hotel sector. According to Research, Many Hotel owners and manag ers have continually employed unprofessional workers citing advantages that they are easy to Pay and collect, overlooking the advantages of trained workers. Some contend tha t the so-called professionals do not meet employers expectations. In the end, the y offer low quality service and contribute to wide spread unemployment in Uganda . According to Uganda Investment authority and Uganda Bureau of Statistics, for every 400,000 Ugandans who enter the labour market eac h year, only about 113,000 are absorbed in the formal sector, leaving the rest t o join the informal sector. 1.2 BACK GROUNG OF THE CASE STUDY The research was done in Hotel Brovad l.t.d Masaka. Southwestern Uganda 130 km f rom the capital Kampala, off kampala-Masaka high way. It was one km from Masaka town, on semicircular road in Masaka district, Katwe-butego division near Masak a regional referral hospital. The hotel was a private entity. HOTEL FACILITIES The Hotel was a medium sized Hotel with 1o2 guest rooms in total, seven conferen ce rooms, one well stocked bar, two restaurants one for residents and another f or non residents, ample parking, one garden and sauna, gym, handicapped facilit ies. Health club, waterfalls, swimming pool and massage, the construction was o n ongoing. The Hotel systems were entirely manual, and a private business entity owned by a widow who took charge after her husband a famous coffee trader late Kiyimba lef t it at the foundation in 1994. It employs about 44workers on a permanent basis. Their room rack rates negotiablly ranged from sh 52,000-250,000/= from the leas t to the most expensive room. Group bookings from large organizations like TASO, world vision, Uganda cares etc were common 1.3 STRUCTURAL ORGANIZATION OF HOTEL BROVAD LTD DIAGRAM 1.1

1.3. STATEMENT OF THE PROBLEM Despite rapid development and growth of Hotel sector globally, many Uganda Hotel owners have neglected employing professionals to their Hotels. In so doing, they instead employ unskilled and unprofessional workers which resu lts Into low quality service and wide spread unemployment of graduates. Mean while s ome hotel owners urge that when they employ so-called professionals they are only disappointed by their performance. According to Uganda labour department 20% only of Hotel workers are professional in Uganda. If you visit some Websites these days about challenges faced by Tour ists while in Uganda, you can hardly miss Unprofessionalism in Uganda Hotels. Th is is why the Researcher has decided to investigate relevance of Professionalism in Hotel business. 1.4. PURPOSE OF THE STUDY The Researcher was oriented in throwing light on the role of Professionalism in steering the Hotel to exceptional growth and efficiency. The Study will bring o ut some basic and crucial aspects that empower the Hotel due to Professionalism and training. The researcher wants to examine the difference in performance betw een the professional and unprofessional worker. 1.5 SPECIFIC OBJECTIVES 1. 2. 3. 4. To investigate causes of unprofessionalism in Uganda hotels To find out various levels of training among Hotel workers. To investigate the criteria followed when employing and promoting staffs Find solutions to end unprofessionalism in Uganda hotels.

1.6. RESEARCH QUSESTIONS Below were the questions that guided the Researcher driving the Research Study? (a)How recruitment of workers is conducted? (b)What level of qualifications do hotel workers have? (c) What causes unprofessionalism in the hotel? (d) What can be done to end unprofessionalism in the hotel? (e)What skills basically necessary to the workers to perform their tasks? 1.7. RESEARCH HYPOTHESIS Professionalism and training are not easily separated. They go hand In hand. Pro fessionalism is much vital especially with critical areas of Hotel Business as i t increases credibility of workers, Improve productivity of the Hotel, it attrac ts Guests and Retention, and it minimizes conflicts among workers and Legal Prob lems. These among other reasons are why Professionalism must be given greater at tention.

1.8. SETTING OF THE STUDY The Researcher conducted the Study by Interviews in order to come up with qualit ative Research. Manager, heads of departments and front line Staff will be inter viewed respectively. Then the Researcher Interviewed Guests as well, after all the Data Analysis was done. 1.9. THE RESEARCH SCOPE The Study was carried out in Hotel Brovad l.td. The Researcher Interviewed 20 Interviewees, five guests; two female and six from housekeeping, three male, six from housekeeping, five from service, one manager , one receptionist and two from the kitchen in order to get representative data. Guests were also interviewed to have their side on the study. Data was also col lected by observation, and projective techniques due to long time had at the hot el. Areas investigated were the four major departments of the hotel which have a dir ect bearing on the guests stay at the hotel. Namely: FRONT OFFICE, FOOD AND BEVERAGE, FOOD PRODUCTION and HOUSE KEEPING. The research was done in Hotel Brovad l.t.d Masaka. Southwestern Uganda 130 km f rom the capital Kampala, off kampala-Masaka high way. It I was one km from Masak a town, on semicircular road in Masaka district, Katwe-butego division near Masa ka regional referral hospital. The hotel was a private entity. HOTEL FACILITIES The Hotel was a medium sized Hotel with 1o2 guest rooms in total, seven conferen ce rooms, one well stocked bar, two restaurants one for residents and another f or non residents, ample parking, one garden and sauna, gym, handicapped facilit ies. Health club, water falls, swimming pool and massage, the construction was on ongoing. The Hotel systems were entirely manual, and a private business entity owned by a widow who took charge after her husband a famous coffee trader late Kiyimba lef t it at the foundation in 1994. It employs about 44workers on a permanent basis. Their room rack rates negotiablly ranged from sh 52,000-250,000/= from the leas t to the most expensive room. Group bookings from large organizations like TASO, world vision, Uganda cares etc were common.

1.9.0 RESEARCH SIGNIFICANCE The Study is to be a crucial requirement to the Researcher to attain His diploma in Hotel Management at the Institute. The findings will help Hotel managers to reinforce Professionalism through emplo ying Professional and qualified staff to their Hotels. Improved quality service and unemployment eradication will be Resultant advantag es of improved Professionalism in Hotels among other advantages. This is because the Study is certainly highlighting the importance of Professionalism.

The Study will be of a great help to other future Researchers on the Topic and other related topics as they can borrow Ideas from the Findings. The findings will be used by Hotel Management for future reference and make pol icies accordingly. The study helped the researcher to developed statistical and interpersonal skill s.

CHAPTER TWO LITERATURE REVIEW 2.0. INTRODUCTION In this chapter the Researcher is reviewing the literature of other Writers and Researchers on this topic in question. This will helps to give a wide variety of opinions and facts about the topic in a wider perspective. 2.1. REVIEWS According to Elizabeth Thompson in her article posted on e-How.com; She says Professionalism describes standards of workplace Behavior, However, Personal standards of the individual come into play as well. Professionalism is Subjective situational and dependant on culture and, society Judges Professional ism by Appearance, Behavior and communication. Professionalism and appropriate Behavior in relation with others and especially a t Work can determine how far an employee will move up the career the ladder. Whi le it is only one factor, professional Behavior shows that the employee respects himself and others. Professionalism and Behavior impacts almost every field Eliz abeth Thompson in Her Book Professionalism and Behavior (2011). According to Sara Haines she wrote in her Book, understanding the Importance of Professionalism 2011. Professionalism is not only important at our individual le vel but the some in normal working Routine, has significant positive effects. Th is is the reason that professionals are much valued and command much premium in the job Market. Professionalism in the workplace is not only beneficial for the company but for t he employees who must work together daily. Being professional Includes the way y ou talk among other employees, the attire you wear, your Attitude towards your j ob and the way you conduct business (Competence)unprofessional Behavior can hold the company and team from Success. (Taunda Edwards 2011) (Importance of Professi onalism at workplace) According to Tom Woods (2011) in his article what is Professionalism, Says Professionalism includes determining the factors that when taken collectivel y are seen as indicators of accepted Behavior .These factors encompass a code of ethics, Presences of formal and Informal workplace sanctions, reaction to commu nity sanctions.

Yong fanga says in His Book, importance of Professionalism Business Professionalis m at workplace Behavior is necessary for the long term success m Of business and employee interactions in relations with other customers are of Vital importance to ensure that company goals and objectives are met. A Professional workplace a ttitude and allows employees to take pride in their work and improve work perfor mance.

CHAPTER THREE 3.0 METHODOLOGY This chapter deals with logical steps followed in the Study Such as Research design, Population, sample selection, Data collection and Instr uments and challenges faced in the study. 3.1 RESEARH DESIGN The Research was applied Research approach for solving the Problem of unprofessn alism in Hotels which stems from recruiting untrained and unqualified staff. If Professionalism is embraced then improved quality service in Hotels will be real ized. The main focus was on how Professionalism contributes to Guest satisfactio n, service delivery and improved Management and productivity. 3.2 STUDY POPULATION The Study was conducted in hotel Broved l.t.d. Researcher Interviewed 20 Interviewees, five guests; two female and six from housekeeping, three male, six from housekeeping, five from service, one manager, one reception ist and two from the kitchen in order to get representative data. Guests were al so interviewed to have their side on the study. Data was also collected by obser vation, and projective techniques due to long time had at the hotel. Areas investigated were the four major departments of the hotel which have a dir ect bearing on the guests stay at the hotel. Namely: FRONT OFFICE, FOOD AND BEVER AGE, FOOD PRODUCTION and HOUSE KEEPING.

3.3 SAMPLING SECTION The researcher used Random sampling and non probability sampling. This is because researcher can get representative information from other Hotel s taff members. However heads of department were a must as they have vital informa tion by virtual of their positions and sampling will be done purposively. This i s because some employees could not give the information required. 3.4 DATA COLLECTION METHODS AND INSTRUMENTS Researcher in this section used interviews, observation, projective techniques a nd structured questionnaires to collect data. The sample group was guests, senio r and, junior staff from different departments to get the representative opinion of the hotel staff. The guests were also involved so as to get their view regar

ding professionalism. Due to long time the researcher hat while in the field projective interviews and observation helped to get qualitative research. All the twenty questionnaires s ent to the respondents were answered though some were not fully answered. Data shall be collected in English and Luganda as familiar to both the researche r and respondents. 3.5 VALIDITY AND RELIABILITY Reliability is the consistency of the measurement. The results will not change e very time when testing in the same way with the same subject .a measure is consi dered reliable if a persons score is the same test given twice is similar on (web centre for social research methods 1997 pg78). Validity is about the accuracy of measurement .it is vital for a test to be vali d in order for results to be accurately applied and interpreted .validity is no t determined by single statistics but by a body of research that demonstrates th e relationship between the test and the behavior it is intended to measure.(Gola fishani 2003,pg 3599). APSS program is used to analyze the results, frequency and percentages tables ar e used to show direct and understandable analysis which increases the reliabilit y of the results. 3.6 DATA ANALYISIS The researcher will have Data gathered from the field collected and edited to ch eck on Irrelevant information and have uniformity, accuracy and consistent Data .the re levancy Of the topic and specific objectives were taken care of while editing gathered Information to make it meaningful .all responses were analyzed in reality. Any graphical representation is explained fully and all symbols given meaning as Long as they are used. Data will be categorized according to a target group. Computer programs helped the Researcher in Data analysis like micro soft excel (2007). .3.7 CHALLENGES FACED BY THE RESEARCHER INTHE STUDY The following are the hindrances the researcher faced while in the field and rep ort writing. 1. Limited funds to facilitate the whole process of the Study right from pr oposal writing to report writing. The requirements were on a long list for insta nce stationary, printing and Binding among others. 2. Lack of cooperation by the respondents because some thought that the Stu dy was time wasting therefore lacked commitment to the Study. They did not want to reveal formation they thought was confidential to their company and themselve s. 3. The Study was tedious and laborious as it requires hardworking and commi tment by the Researcher. The researcher had to stand the delays and frustrations by the respondents. 4. The load shedding rgime; When the Researcher was using computers power we nt off hence a problem.

5. The technical know how of the Researcher about statistical Data presenta tion required the Researcher to first Study statistical methods. Then present th e qualitative and quantitative research.

CHAPTER FOUR FINDINGS OF THE STUDY SECTION A 4.0 WORK EXPERIENCE The respondents were asked the time they had spent doing that job. This question was intended to find out respondents previous related working experience. Such a question helped to increase reliability of data from the respondents. The resp onses can be shown on Table 4.1 WORK EXPERIENCE Time(years) percentage >10 >5 >1 <1 Total frequency 2 5 8 1 16 12.5% 31.5% 50% 6.5% 100%

From the table 12.5% had worked for over ten years, 31.5% had worked for five or over years, 50% had worked for over or one year and 6.5% had worked for a year or less.

4.1 POSITION OF RESPONDENTS The population of the study consisted of the following sample group as shown on TABLE 4.2 POSITIONS OF RESPONDENTS Department Frequency Guests 5 24 House keeping 6 29 Front office 1 5 Kitchen 3 14 Service 5 24 Manager 1 5 Total 21 100%

Percentage

From the table 4.2, 24%, 29%, 5%, 14, 24 and 5% of the respondents were from Gue sts, Housekeeping, and Front office, Kitchen, Service and Managers respectively. 4.2 QUALIFICATIONS OF RESPONDENTS qualifications frequency percentages bachelors 0 0 masters 0 0 none 6 40 certificates 6 40 diploma 3 20 total 15 100%

The respondents were asked their level of qualifications to depict their profess ionalisms as shown on Figure 4.1 From the graph 40%, 40% 20% and 0% had none, certificate, diploma and no worker had beyond a diploma respectively. None meant that the respondent could have som e other qualifications but not related to hotel industry.

4.3 SOURCE OF COMPETENCY AND SKILLS The respondent where asked what was their most source of skills and competency i

n regard to their work performance. As shown on the Table 4.3 SOURCE OF COMPETENCY EVALUATION Source of competency Frequency formal training 1 6.7% experience 10 66.7% on job training 2 13.3% unknown 2 13.3% Total 15 100%

Percentage

From the table 4.4; 6.7%, 66.7%, 13.3% and 13.3% believed that their source of c ompetency was formal training, experience, on job training and unknown respectiv ely. This can further be illustrated on a GRAPH 4.2 GROUPED BAR GRAPH SHOWING SOURCE OF COMPETENCY

4.4 RECRUITMENT The respondents were asked whether they had done any interview when they were be ing recruited at the hotel. The purpose was to find out whether there were any p rocedures/criteria followed for one to get a job in the hotel. This is illustrat ed in TABLE 4.4 RECRUITMENT ANALYSES way to the job Frequency Percentage practical interviews industry framing never did training or interviews 5 6 21.4% 35.7% 42.9% Total 14 100%

From the table 21.4%, 35.7% and 42.9% passed practical interviews, industrial tr aining and never did any interview or industrial training as away to get a job r espectively SECTION B 4.5 IMPORTANCE OF PROFESSIONALISM The respondents were asked to evaluate the value of professionalism but the resp ondents seemed to have not understood what precisely professionalism meant and t herefore gave incorrect responses. 4.6 WHAT REDUCES WORKERS PRODUCTIVITY? The respondents were asked to briefly talk about a few challenges they face whil e at work. The purpose of the question was to reveal why there was poor service in the hotel. Below were very common responses. Undue interference from the hotel directors/ owners.

Language barrier for non English speakers is a challenge when communicating to t he waiters and can result into wrong orders and this can spark serious disgust b y the guest. Poor remunerations of workers. The workers responded that they where not well-mo tivated due to poor remunerations under payment, heavy work load and late salari es were discouraging their efforts to better performance. Load shedding: many activities were basing on power, when there was power black out many activities could come to a stand still hence generating a lot of critic isms form the guests. Difficult guests. The worker said some guests are also partly to blame for poor service they receive. The guest influences the mood of the staff and the service alike, some guests fail to pay their dues and some enjoy complaining. Lack of cooperation among workers; some staff were not cooperative they said .ye t there is a saying which goes united we stand, divided we fall. Lack of modern equipment; here the worker said was limiting them from practicing their skills, it was limiting the variety of services they could produce.

The leadership style: the workers described the leadership style as autocratic. They were never handled politely when there was a need. 4.7 WHAT GUESTS COMMONLY APPRECIATE AT THE HOTEL? The guests were asked which things they were interesting in at the hotel. The fo llowing were the responses. hospitality of hotel staff cleanliness of the hotel and its staff its convenient location to Masaka town professional services 4.8 PROBLEMS FACED BY THE GUESTS WHILE AT THE HOTEL The guests were asked to talk about problems they faced while at the hotel. The purpose of this question was to ascertain what really bothers guests while in th e hotel. The following were the responses slow food services faulty equipments/ old equipments theft of guests valuables Limited facilities; for example there was no swimming pool, business center, sau na, gym and message they said this limited their service choices. maintenance related problems like shortage of water supply Poor quality of food; for example three guests said the juice they were given wa s not satisfactory. 4.9 WHAT INFLUENCE GUESTS CHOICE FOR VISITING A HOTEL The guests were asked to mention a few things which made them visit the hotel an d not another hotel. This question helped to evaluate what major things guest co nsider before they visit a certain hotel and the following were common responses . it was near Masaka town it long time popularity and fame well coming staff good food recommended by others

4.91 QUALITIES NECESSARY FOR HOTEL STAFF This question was only asked to the senior staff as they were able to understand what was really necessary due to their experience. This question was intended t o seek what kind of people should be employee in the hotel establishments. The f ollowing were the responses. Attitude of the person: they believed that some ones attitude was a strong forc e driving one to hardworking and professionalism. Self confidence of a worker. hard working ness of a worker Qualifications levels in academic circles. Team work. competency 4.9.2 STEPS THAT CAN BE TAKEN TO IMPROVE HOTEL PERFORMANCE The workers were asked to mention which things they thought could lead to better performance of the hotel. The purpose was to find remedies to poor services in the hotel. The following were the responses. employing modern equipment that match with the current trends of the hotel indus try Training of staff in form of workshops, daily briefing and seminars could help t o increase know ledge and skills of the workers hence increased efficiency and p roductivity? Enacting of laws governing hotel activities. They said this could help them have better payments and enjoying work-life balances.

Employing qualified staff other than considering relatives and sectarian issues like tribe and religion would yield more divided to the hotel.

CHAPTER FIVE 5.0 DISCUSSION OF FINDINGS The findings of this hotel are not any different from other hotels in Uganda. Th ey are a little similar. The results were dividing into section (a) and (b) quan titative and qualitative research respectively. The main objective was to examine the relevancy of professionalism in hotel busi ness. It is said that Uganda hotels lack professionalism. The specific objectives were to find what cause unprofessionalism and what can b e done to reduce unprofessionalism in hotels. From the findings we see that 66.7% of hotel workers believe that the source of their competency is experience. This suggests that these workers are not satisfi ed with what hey trained in and many never went through training at all in regar d to hotel industry. It also suggests that formal training is not yet beneficial as expected. `From the finding we see that the hotel has a big number of unqualified staff, 6 0% of the hotel staff lacked academic credentials for the industry. However acco rding to Uganda bureau of statistics in 2007 only about 20% were qualified hotel workers. The trend is improving however it is still down. There was no worker w ith a degree or masters. This means hotel sector still lacks highly qualified st affs. 5.1 RECRUITMENT the findings uncover that many workers in hotel do not follow proper procedures when they are being employed 42.9%never did interviews nor industrial training as the best avenues for recruiting qualified staff. Many workers are relatives a nd friends to the hotel owners who are in that category. The findings also revea l that human resource is not doing well its duties. 5.2 WHAT REDUCES PRODUCTIVITY OF WORKERS?

Interference from the bosses: basically the bosses are unqualified some times ma ny things are done according to the wishes of the bosses but not professionally done, to this they said if possible the bosses would go for training. Language barriers: especially when communicating to guests who do not speak Engl ish: however in formal training there is also a room in the courses of other int ernational languages like French and German, so employing qualified staff helps to mitigate the impact of language barriers. Poor remunerations; they said they were less rewarded which was killing their mo tivation yet they worked hard. The rest of other challenges they are to be blame d on the government like load shedding. The guests also have a role to play when they are at the hotel. Their behaviors some times influence service delivery in the hotel. Personal traits are also equally essential of hotel staff; lack of cooperation w as very common among hotel staff and this is fueled by poor leadership style of autocracy Lack of modern equipment Most equipment pieces were just newly bought. This was limiting variety of professional services. 5.3 CHALLENGES FACED BY GUESTS IN THE HOTEL Slow food services were very common; food is very sensitive as for as guests sta y is concerned always guests want food in time and some time they are hungry. Th is therefore impacted guests stay negatively Old pieces of equipment; hotels have to bring in new and modern equipment which match with current trend of hotels. This limited guest choices that were willing to use the hotel services. Limited facilities: the hotel did not offer a wide range of facilities for the guests were unsatisfied and limited their spending. However most of these facili ties were under construction. 5.4 WHAT GUEST LIKED ABOUT THE HOTEL The guests said the hotel was near Masaka town which meant convenience to and fr om the town. Because it was recommended by their friends we see that satisfied customers crea te more business to the hotel by simply recommending others. 5.5 PERSONAL TRAITS OF HOTEL WORKERS According to Elizabeth Thompson, 2012, e-how.com. Professionalism describes stand ards of work place behavior; however personal standards of the individual come i nto play as well. The senior staffs were looking at the following as suitable tra its for hotel staff. Attitude of the person: positive attitude acts a driving force for a worker to w ork extra mile of his/her assignment, here for positive attitude activates self drive of workers and eases supervision tasks. Self confidence: gives the killing adage of a professional staff when carrying out the tasks given. Hard working hotel staff should not be lazy. They required extra ordinary hard w orking person no matter what volume of business the hotel is experiencing. Team work: so hotel staff has to be cooperative and supportive to each one anoth er regardless of whose assignment it is. This improves productivity and solves c onflicts and complaints considerably. These personal traits are not taught some times but they play big role in the life of a professional performance. The government has also not done enough to improve hotel activities and regulate them. REFERENCES Publications Alan Price. 2007. Human Resource Management in a business context. 3rd Edition. London. Thomson Learning. David, A. Decenzo and Stephen, P. Robbins 2007. Fundamentals of professionalism

in Management. 9th Edition. USA. Wiley. Dennis, Nickson 2007. Human Resource Management For The Hospitality and Tourism Industries. Elsevier. Farhad, Analoui 2007. Importance of work place etiquettes. London. Thomson. Gary, Dessler 2006. professionalism in hospitality. 4th edition. New Jersey. Pea rson Prentice Hall. Gary Dessler. 2007. hotel industry etiquettes . 10th Edition. Prentice Hall Inc. Ian Beardwell, Len Holden & Tim Claydon. 2004. hotel Management A Contemporary A pproach. 4th edition. England. Pearson Education Limited. John R. Walker. 2007. Introduction to Hospitality Management. 2nd Edition. New J ersey. Pearson Education, Inc. John Stredwick. 2002. Managing People in a Small Business. UK. Kogan Page.

APPENDIX 1: TIME SPENT IN EACH DEPARTMENT

APPENDIX 11: STRUCTURED QUESTIONNAIRES THE HOTEL AND TOURISM TRAINING INSTITUTE JINJA Tel.0779221951 0701713024 SUB: QUESTINAIRE (JUNIOR STAFF) Dear sir/madam. Am doing research on the topic examining the relevancy of profes sionalism in hotel business With due respect I request for your assistance by filling or ticking on the corr ect information as may be provided. This information is truly for academic use and will remain confidential .please be precise and concise QUESTIONS 1. What is your position in the Hotel (e.g. supervisor, head of department, chef, room attendant etc?) 2. How long have you done this work? Less than 6 months over one year

Over five years

over ten years

3. What is your level of training in this work e.g. (certificate, P.L.E, diploma a degree, masters or none)? 4. Any qualifications that supplement the above you would like to give? .. 5. What do you think is your main source or skills and the competency at your wo rk? Formal training Experience Natural talent On job training Others (please specify)

6. What kind of interviews did you do when getting this Hotel? Orals Practical I did not do Volunteering /internship/training 7. Briefly list about four challenges that you face in performing your daily act ivities.

8. Has any guest ever complained about your service yes or no? If yes, why was the complaint?

9. Has any guest ever appreciated your service? In any form e.g. thank you, tips , gift etc. Yes No If yes why was it so! ................................................................................ ................................................................................ ..................................................................

10. Professionalism is the code of ethics, specialized training in hotel busines s, and high dedication to customer service, good manners in a hotel, skills and competence at work in the hotel. Why do you think professionalism is important i n the Hotel management? 11. How can professionalism be improved? Thanks for cooperation.

THE HOTEL AND TOURISM TRAINING INSTITUTE JINJA Tel.0779221951 0701713024 Dear sir/madam. Am doing research on the topic examining the relevancy of profes sionalism in hotel business With due respect I request for your assistance by filling or ticking on the corr ect information as may be provided. This information is truly for academic use and will remain confidential .please be precise and concise QUESTIONS TO THE GUESTS

1. What is your purpose of visit at this Hotel? 2. Have you ever visited this Hotel before? 3. Why do you think this Hotel is a nice place to come to? 4. Any problems while you are staying in this Hotel? 5. Professionalism is the code of Ethics, specialized training in Hotel bus iness, High dedication to customer service, acceptable manners in the Hotel, ski lls and competence at work in the Hotel. Comment about this Hotel in regard to professionalism. 6. What are some of the things you would like to find changed or introduced in this Hotel for the next time you come back? ................................ ................................................................................ ................................................................................ ................................................................................ ......................................................................... Thanks for your cooperation.

THE HOTEL AND TOURISM TRAINING INSTITUTE JINJA Tel.0779221951 0701713024 Dear sir/madam. Am doing research on the topic examining the relevancy of profes sionalism in hotel business With due respect I request for your assistance by filling or ticking on the corr ect information as may be provided. This information is truly for academic use and will remain confidential. QUESTIONS FOR THE SENIOR STAFF Please be concise and precise. 1. What is your position in this Hotel (e.g.? Supervisor, Head Chef, Front office Manager Etc.) 2. What is your experience in this work? 3. 4. Less than 6 months over one year 5. 6. Over five years

over ten years

3. What are your qualifications levels in this work e.g. Primary seven, S.4 , S.6? Certificate, Diploma, a degree, Masters etc. or none? ................... ................................................................................ ................................................................................ ................................................................... 4. Any other qualifications that supplement the above you would like to giv e? 5. Briefly, what are some of the challenges you face while doing your work? 6. What commonly are the major complaints that guests lodge at your office? 7. What are some of the qualities you look out for when employing or promot ing workers? 8. What are some of the steps you think can be taken to improve hotel perfo

rmance? 9. Professionalism is the code of ethics specialized training in Hotel Busi ness, High dedication to customer service, acceptable manners in the Hotel, skil ls and competence at work in the Hotel. Why do you think professionalism is important in the Hotel Business?

10. How can professionalism be improved? Thanks for your cooperation.

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