The Contribution of Staff Training on Offering Quality Hospitality Services in Hotels in Tanzania; A case of Graded Hotels in Dar es Salaam

Karuguru, Jonathan W. (2015) The Contribution of Staff Training on Offering Quality Hospitality Services in Hotels in Tanzania; A case of Graded Hotels in Dar es Salaam. Masters thesis, The Open University Of Tanzania.

Preview

PDF Download (615kB) | Preview

Abstract

Staff training is one of the ten principles for sustainable tourism development. This study assesses the level of staff education in graded hotels, staff training situations, challenges encountered in offering of staff training and possible solutions with regard to staff training in graded hotels in Tanzania. Three theories which are Operant Conditioning, Cognitive Learning Theory and Andragogy Theory are used in this study with Andragogy Theory the leading or guiding theory in this study. The study gathered information through questionnaires and interviews as well as observations and documentation reviews. This study therefore, explores and assesses staff training in graded hotels in Dar es Salaam, whereby 90 respondents from 10 graded hotels ranked one to five stars form part of this study. This includes two 5 stars hotels, two 4 stars hotels, three 3 stars hotels, one 2 stars hotels and two 1 star hotel. In chapter four, the researcher makes presentation of the study findings. The findings in the study shows that most staffs in hotels are basically form four leavers with division IV passes and their motives to join the industry are not palatable to the growth of the industry. The study revealed that, training period is shorter in relations to mastery of the required skills for the betterment of hospitality and tourism industry. Surprisingly, even failures and school drop outs secure employments in the key areas of hotels industry such as front office, guest relations as well as F & B and most of top jobs are in the hands of foreigners. The study concludes that, there is a need of looking at education profiles of locals in hotels sector. Recommendations include special scholarships. Online and distance learning programmes provided for hoteliers as it is a feasible mode for upgrading as well as ensuring sound career development mechanism among staff in hotels and tourism sectors.

Actions (login required)

View Item