Home
Shop

09036857618

Challenges in the hospitality and tourism industry in lagos

ABSTRACT

The project work on challenges of tourism and hospitality industry in Nigeria a case study of Lagos state explores the development of tourism globally while examining its gradual development in Nigeria and in Lagos state alongside the income generated from the sector. Some tourist centres in Lagos state was examined and the challenges facing them explored. The researcher is of the opinion that if the enumerated challenges are to be tackled by the federal and state government, the state and Nigeria at large will be on her way to becoming the highest sort tourist destination in Africa

2,500.00

Compare Compare

CHAPTER ONE

INTRODUCTION

Tourism is defined as a composite of activities, services, and industries that delivers a travel experience to individuals and groups travelling fifty miles about eighty kilometres or more from their homes for purposes of pleasure. Tourism is travel for recreational, leisure or business purposes. The World Tourism Organization defines tourists as people who travel to and stay in places outside their usual environment for more than twentyfour 24 hours and not more than one consecutive year for leisure, business and other purposes not related to the exercise of an activity remunerated from within the place visited.

In 1941, Hunziker and Krapf defined tourism as people who travel the sum of the phenomena and relationships arising from the travel and stay of nonresidents, insofar as they do not lead to permanent residence and are not connected with any earning activity. In 1976, the Tourism Society of Englands definition was: Tourism is the temporary, shortterm movement of people to destination outside the places where they normally live and work and their activities during the stay at each destination. It includes movements for all purposes. In 1981, the International Association of Scientific Experts in Tourism defined tourism in terms of particular activities selected by choice and undertaken outside the home. The terms tourism and travel are sometimes used interchangeably. In this context, travel has a similar definition to tourism, but implies a more purposeful journey. The terms tourism and tourist are sometimes used pejoratively, to imply a shallow interest in the cultures or locations visited by tourists.

Tourism is one of the worlds largest industries. For developing countries it is also one of the biggest income generators. But the huge infrastructural and resource demands of tourism e.g. water consumption, waste generation and energy use can have severe impacts upon local communities and the environment if it is not properly managed. Tourism is vital for many countries, such as Nigeria, France, Egypt, Greece, Israel, United States, Spain, Italy, and Thailand, and many island nations, such as The Bahamas, Fiji, Maldives, Philippines and the Seychelles, due to the large intake of money for businesses with their goods and services and the opportunity for employment in the service industries associated with tourism. These service industries include transportation services, such as airlines, cruise ships and taxicabs, hospitality services, such as accommodations, including hotels and resorts, and entertainment venues, such as amusement parks, casinos, shopping malls, music venues and theatres

Wealthy people have always travelled to distant parts of the world, to see great buildings, works of art, learn new languages, and experience new cultures and to taste different cuisines. Long ago, at the time of the Roman Republic, places such as Baiae were popular coastal resorts for the rich. The word tourism was used by 1811 and tourist by 1840. In 1936, the League of Nations defined foreign tourist as someone travelling abroad for at least twentyfour hours. Its successor, the United Nations, amended this definition in 1945, by including a maximum stay of six months.

There has been an upmarket trend in the tourism over the last few decades, especially in Africa, where international travel for short breaks is common. Tourists have high levels of disposable income, considerable leisure time, are well educated, and have sophisticated tastes. There is now a demand for better quality products, which has resulted in a fragmenting of the mass market for beach vacations; people want more specialised versions, quieter resorts, familyoriented holidays or niche markettargeted destination hotels.

The developments in technology and transport infrastructure, such as jumbo jets, lowcost airlines and more accessible airports have made many types of tourism more affordable. As of April 28, 2009 The Guardian article notes that, the WHO estimates that up to 500,000 people are on planes at any time. There have also been changes in lifestyle, such as retireeage people who sustain year round tourism. This is facilitated by internet sales of tourism products. Some sites have now started to offer dynamic packaging, in which an inclusive price is quoted for a tailormade package requested by the customer upon impulse.

Tourism has become a popular global leisure activity. In 2010, there were over 940 million international tourist arrivals, with a growth of 6.6 as compared to 2009. International tourism receipts grew to US919 billion euro 693 billion in 2010, corresponding to an increase in real terms of 4.7. As a result of the late2000s recession, international travel demand suffered a strong slowdown beginning in June 2008, with growth in international tourism arrivals worldwide falling to 2 during the boreal summer months. This negative trend intensified during 2009, exacerbated in some countries due to the outbreak of the H1N1 influenza virus, resulting in a worldwide decline of 4 in 2009 to 880 million international tourists arrivals, and an estimated 6 decline in international tourism receipts.

We have witnessed an exponential growth in global tourism over the past half century. 25 million international visitors in 1950 grew to an estimated 650 million people by the year 2000. Several factors have contributed to this rise in consumer demand in recent decades. This includes an increase in the standard of living in the developed countries, greater allowances for holiday entitlements and declining costs of travel. Tourism is an important export for a large number of developing countries, and the principal export for about a third of these. The business sectors comprising the tourism industry include: transportation, accommodations, eating and drinking establishments, shops, entertainment venues, activity facilities, and a variety of hospitality.

BACKGROUND OF THE STUDY:

The desire to develop the Nigerian tourism and hospitality sector to a regionally competitive level by the Federal and other similarly persuaded states, like Lagos, has been a major policy towards which steps are being taken, with differing degrees of commitment and directional clarity. The passion towards the realisation of tourism advancement in this respect is premised upon the anticipated benefits of the sector to Nigeria; two of which are clearly evident. First, tourism promises to widen the utilitarian value as well as enhance the effective demand made on the abundant natural and cultural assets that are presently underutilised, given the expansion in the streams of tourists that would be attracted by them. Second, tourism being a labourintensive sector offers a great potential to address much of Nigerias present and future employment challenges, given the size of her population and expected future growth.

It is in this context, that the Nigerian government commissioned its Tourism Master Plan for the development of Tourism in Nigeria in 2006 The Nigeria Tourism Master Plan 2006. Among others, that Tourism Master Plan TMP observed a number of critical challenges facing tourism development that must be addressed with varying degrees of urgency. One of such problems was the poor level of domestic propensity for local destination patronage, as well as the marginal knowledge of the worth of the Nigerian tourism market internationally.

Since the publicity of this Master Plan, governments have taken a number of steps to address its recommendations. The nature of responses and the degree of their intensity have varied. Essentially, responses on infrastructure provision and overhaul, as well as on national imagerebranding and marketing overseas have received much attention. In spite of all the efforts so far, the need as well as the strategy to influence the population towards a tourismoriented leisure consumption habit locally, is yet to be seriously addressed.

Specifically, government must encourage the culture of visits to tourist sites by the different identifiable sociodemographic groups into which its population may be subdivided.

Ability to determine, at a later date, the degree of success achieved by governments in this regard, requires the acquisition of some essential data by relevant agencies of the government. A major component of such data would be statistics depicting the state of awareness as well as the existing pattern of visits to recreation and tourists sites by identifiable segments of its population prior to intervention.

In categorizing the affected population into socioeconomic or demographic groups, adequate attention must be paid to ensuring that the segmentation criteria accurately reflect existing differences in behavioural inclinations towards leisure. In this context, targeting the youth either as a distinct segment of a population, or as a group to be contrasted with another in that same population, offers a useful analytical framework for assessing future projections on tourism growth in that population. Indeed, given that youths generally differ from older age cohorts, either in their consumption habits or in their greater likelihood for future behavioural adjustments, underscores the appropriateness of any decision that focuses on them exclusively, or as contrasting groups in baseline studies on leisure behaviour. . It is against this background that the present study examines the challenges facing the tourism and hospitality in Lagos state.

Reviews

There are no reviews yet.

Be the first to review “Challenges in the hospitality and tourism industry in lagos”

Your email address will not be published. Required fields are marked *

Quick Comparison

SettingsChallenges in the hospitality and tourism industry in lagos removeROLE OF INTERIOR DESIGN IN HOSPITALITY INDUSTRY CUTTING WROUGHT IRON AS A CASE STUDY removeAN EVALUATION OF RELATIONSHIP MARKETING STRATEGIES FOR CUSTOMER RETENTION IN THE HOSPITALITY INDUSTRY IN GHANA removeROLE OF INTERIOR DESIGN IN HOSPITALITY INDUSTRY CUTTING WROUGHT IRON AS A CASE STUDY removeTHE IMPACT OF ICT APPLICATION ON THE HOSPITALITY AND TOURISM INDUSTRY (A CASE STUDY OF SOME SELECTED HOTELS AND TRANSPORT COMPANIES IN OWERRI IMO STATE.) removeDevelopment and promotion of creative tourism as a panacea for economic sustainability in ekiti state remove
NameChallenges in the hospitality and tourism industry in lagos removeROLE OF INTERIOR DESIGN IN HOSPITALITY INDUSTRY CUTTING WROUGHT IRON AS A CASE STUDY removeAN EVALUATION OF RELATIONSHIP MARKETING STRATEGIES FOR CUSTOMER RETENTION IN THE HOSPITALITY INDUSTRY IN GHANA removeROLE OF INTERIOR DESIGN IN HOSPITALITY INDUSTRY CUTTING WROUGHT IRON AS A CASE STUDY removeTHE IMPACT OF ICT APPLICATION ON THE HOSPITALITY AND TOURISM INDUSTRY (A CASE STUDY OF SOME SELECTED HOTELS AND TRANSPORT COMPANIES IN OWERRI IMO STATE.) removeDevelopment and promotion of creative tourism as a panacea for economic sustainability in ekiti state remove
Image
SKUprojectslib8389131567projectslib7425131346Hospitality34867Hospitality41349Hospitality58959projectslib3324231321
Rating
Price 2,500.00 2,500.00 3,000.003,000.003,000.00 3,000.00
Stock
AvailabilityOut of stockOut of stock
Add to cart

Add to cart

Add to cart

Add to cart

Read more

Read more

Add to cart

DescriptionABSTRACT The project work on challenges of tourism and hospitality industry in Nigeria a case study of Lagos state explores the development of tourism globally while examining its gradual development in Nigeria and in Lagos state alongside the income generated from the sector. Some tourist centres in Lagos state was examined and the challenges facing them explored. The researcher is of the opinion that if the enumerated challenges are to be tackled by the federal and state government, the state and Nigeria at large will be on her way to becoming the highest sort tourist destination in Africa
ABSTRACT This project is on Role of interior design in hospitality industry cutting wrought iron as a case study. The saying good look is a good business is no more a new thing in hospitality industries. The efficiency and effectiveness of an hospitality industry depends on how the interior design is been packaged. This research work examines the role of interior design in hospitality in order to achieve the goals and objectives of the industry. This research work try to check the effect and prospect of interior design and its social contribution to the hospitality industry, the project and increase it research for data collected which include interviews, questionnaire administration and personal observation. Findings reveal that interior designs play a good role in hospitality industry. However, the study recommends that interior design cannot be ignored in hospitality industry. Finally, advise were given on what form of colours pattern and texture that should be sued to enhance the productivity of the hospitality.
ContentCHAPTER ONE INTRODUCTION Tourism is defined as a composite of activities, services, and industries that delivers a travel experience to individuals and groups travelling fifty miles about eighty kilometres or more from their homes for purposes of pleasure. Tourism is travel for recreational, leisure or business purposes. The World Tourism Organization defines tourists as people who travel to and stay in places outside their usual environment for more than twentyfour 24 hours and not more than one consecutive year for leisure, business and other purposes not related to the exercise of an activity remunerated from within the place visited. In 1941, Hunziker and Krapf defined tourism as people who travel the sum of the phenomena and relationships arising from the travel and stay of nonresidents, insofar as they do not lead to permanent residence and are not connected with any earning activity. In 1976, the Tourism Society of Englands definition was: Tourism is the temporary, shortterm movement of people to destination outside the places where they normally live and work and their activities during the stay at each destination. It includes movements for all purposes. In 1981, the International Association of Scientific Experts in Tourism defined tourism in terms of particular activities selected by choice and undertaken outside the home. The terms tourism and travel are sometimes used interchangeably. In this context, travel has a similar definition to tourism, but implies a more purposeful journey. The terms tourism and tourist are sometimes used pejoratively, to imply a shallow interest in the cultures or locations visited by tourists. Tourism is one of the worlds largest industries. For developing countries it is also one of the biggest income generators. But the huge infrastructural and resource demands of tourism e.g. water consumption, waste generation and energy use can have severe impacts upon local communities and the environment if it is not properly managed. Tourism is vital for many countries, such as Nigeria, France, Egypt, Greece, Israel, United States, Spain, Italy, and Thailand, and many island nations, such as The Bahamas, Fiji, Maldives, Philippines and the Seychelles, due to the large intake of money for businesses with their goods and services and the opportunity for employment in the service industries associated with tourism. These service industries include transportation services, such as airlines, cruise ships and taxicabs, hospitality services, such as accommodations, including hotels and resorts, and entertainment venues, such as amusement parks, casinos, shopping malls, music venues and theatres Wealthy people have always travelled to distant parts of the world, to see great buildings, works of art, learn new languages, and experience new cultures and to taste different cuisines. Long ago, at the time of the Roman Republic, places such as Baiae were popular coastal resorts for the rich. The word tourism was used by 1811 and tourist by 1840. In 1936, the League of Nations defined foreign tourist as someone travelling abroad for at least twentyfour hours. Its successor, the United Nations, amended this definition in 1945, by including a maximum stay of six months. There has been an upmarket trend in the tourism over the last few decades, especially in Africa, where international travel for short breaks is common. Tourists have high levels of disposable income, considerable leisure time, are well educated, and have sophisticated tastes. There is now a demand for better quality products, which has resulted in a fragmenting of the mass market for beach vacations; people want more specialised versions, quieter resorts, familyoriented holidays or niche markettargeted destination hotels. The developments in technology and transport infrastructure, such as jumbo jets, lowcost airlines and more accessible airports have made many types of tourism more affordable. As of April 28, 2009 The Guardian article notes that, the WHO estimates that up to 500,000 people are on planes at any time. There have also been changes in lifestyle, such as retireeage people who sustain year round tourism. This is facilitated by internet sales of tourism products. Some sites have now started to offer dynamic packaging, in which an inclusive price is quoted for a tailormade package requested by the customer upon impulse. Tourism has become a popular global leisure activity. In 2010, there were over 940 million international tourist arrivals, with a growth of 6.6 as compared to 2009. International tourism receipts grew to US919 billion euro 693 billion in 2010, corresponding to an increase in real terms of 4.7. As a result of the late2000s recession, international travel demand suffered a strong slowdown beginning in June 2008, with growth in international tourism arrivals worldwide falling to 2 during the boreal summer months. This negative trend intensified during 2009, exacerbated in some countries due to the outbreak of the H1N1 influenza virus, resulting in a worldwide decline of 4 in 2009 to 880 million international tourists arrivals, and an estimated 6 decline in international tourism receipts. We have witnessed an exponential growth in global tourism over the past half century. 25 million international visitors in 1950 grew to an estimated 650 million people by the year 2000. Several factors have contributed to this rise in consumer demand in recent decades. This includes an increase in the standard of living in the developed countries, greater allowances for holiday entitlements and declining costs of travel. Tourism is an important export for a large number of developing countries, and the principal export for about a third of these. The business sectors comprising the tourism industry include: transportation, accommodations, eating and drinking establishments, shops, entertainment venues, activity facilities, and a variety of hospitality. BACKGROUND OF THE STUDY: The desire to develop the Nigerian tourism and hospitality sector to a regionally competitive level by the Federal and other similarly persuaded states, like Lagos, has been a major policy towards which steps are being taken, with differing degrees of commitment and directional clarity. The passion towards the realisation of tourism advancement in this respect is premised upon the anticipated benefits of the sector to Nigeria; two of which are clearly evident. First, tourism promises to widen the utilitarian value as well as enhance the effective demand made on the abundant natural and cultural assets that are presently underutilised, given the expansion in the streams of tourists that would be attracted by them. Second, tourism being a labourintensive sector offers a great potential to address much of Nigerias present and future employment challenges, given the size of her population and expected future growth. It is in this context, that the Nigerian government commissioned its Tourism Master Plan for the development of Tourism in Nigeria in 2006 The Nigeria Tourism Master Plan 2006. Among others, that Tourism Master Plan TMP observed a number of critical challenges facing tourism development that must be addressed with varying degrees of urgency. One of such problems was the poor level of domestic propensity for local destination patronage, as well as the marginal knowledge of the worth of the Nigerian tourism market internationally. Since the publicity of this Master Plan, governments have taken a number of steps to address its recommendations. The nature of responses and the degree of their intensity have varied. Essentially, responses on infrastructure provision and overhaul, as well as on national imagerebranding and marketing overseas have received much attention. In spite of all the efforts so far, the need as well as the strategy to influence the population towards a tourismoriented leisure consumption habit locally, is yet to be seriously addressed. Specifically, government must encourage the culture of visits to tourist sites by the different identifiable sociodemographic groups into which its population may be subdivided. Ability to determine, at a later date, the degree of success achieved by governments in this regard, requires the acquisition of some essential data by relevant agencies of the government. A major component of such data would be statistics depicting the state of awareness as well as the existing pattern of visits to recreation and tourists sites by identifiable segments of its population prior to intervention. In categorizing the affected population into socioeconomic or demographic groups, adequate attention must be paid to ensuring that the segmentation criteria accurately reflect existing differences in behavioural inclinations towards leisure. In this context, targeting the youth either as a distinct segment of a population, or as a group to be contrasted with another in that same population, offers a useful analytical framework for assessing future projections on tourism growth in that population. Indeed, given that youths generally differ from older age cohorts, either in their consumption habits or in their greater likelihood for future behavioural adjustments, underscores the appropriateness of any decision that focuses on them exclusively, or as contrasting groups in baseline studies on leisure behaviour. . It is against this background that the present study examines the challenges facing the tourism and hospitality in Lagos state.CHAPTER ONE 1.0   Introduction This project is on Role of interior design in hospitality industry cutting wrought iron as a case study. Interior design in hospitality industry is the style of decoration used in room. It is the frame work through which the prospective guests view the hospitality industry which include residential, establishment restaurants, fast foods, outlets and hotels. In any residential establishment, the basic requirements for guest are food, drink and accommodation. The statement “that first impression last longer” is very true as the guest from his/her impression on entering decides if he/she will come back again. On arrival the guest enter the front office and gain the impression of the establishment from what can be seen mainly from the setups of the establishment, the decorations the interior decorations and as the guest move on his/her room has more time to explore the surroundings more closely. Also the guest takes a close look at the decorations finishing and decides if it is likely to meet with the requirements and provide satisfaction. In the past, it was true that the room of a hotel should as far as possible give appearance of home away from home. But it is now realized that the guest who wants to feel at home expects so much difference in the way of decoration. Design suitable for home often have a cold appearance and look very cool and attractive. Nowadays new architectural exterior and interior designs have been formulated to give the outside and the room a warm, friendly and luxury appearance. The role of interior design in hospitality cannot be underestimated as warm, color good furniture attracts guest to hospitality industry like every other business organization needs to maximize profit. This makes it necessary for the hospitality industry to pay strict attention to interior design. 1.1   Objective of Study The research is to examine the effect and prospect of interior design in the hospitality industry ands how interior has faired in the wake of its problem and whether interior design would be able to harness these challenge into opportunities that ensure growth and development. To accomplish these aims, the study shall focus on the following objectives:
  1. To examine critically on the present development in interior design in hospitality industry
  2. To examine the effect and social contribution of interior design in hospitality industry
  3. To evaluate the profit income that interior design has brought into the hospitality industry
1.2   Statement of problem Interior design is an activity that every hotel should undertake so as to eliminate the danger of customer rejection of rooms. Most hotels do not have a policy for new interior décor as a result of this they find it difficult to have the customer patronization and face the competition in the market. Poor management decisions on management of interior design can jeopardize an organization change of goal. 1.3 Significance of Study The study would contribute in no small measure to the development of interior designed in hospitality industry that interiors design in the establishment cannot be overemphasized. Therefore interior needs not be thoroughly and adequately appraised. The research would be useful in other prospective researchers in interior decoration in hospitality industry. Also the study will help in polishing people’s orientation about decorations and design. 1.4 Scope of Study The main scope of the study is to make it plan to the general, the effect of interior design and also the important of interior design in hospitality industry. 1.5   Limitations of Study Since the study is based on hospitality, like any other industry and sceptical about dishing out information. They see research as an encroachment to privacy and operation. This makes the role of interior design more important and valuable in hospitality industry. 1.6   Hypothesis Hypothesis is a tentative statement. It is defined as a set of assumption provisionally accepted as a basis of reading experiment or investigation. The hypothesis to be tested are H0:    Interior design has contributed to the development of hospitality industry H1:    Interior design has not contributed to the development of hospitality industry. The acceptance on rejection of the hypothesis will be based on the sample drawn from the interviews and intensive research conducted in the various institution and operation in hospitality industry; this will also be couple with the result obtained from the test of hypothesis.  1.7 Definition of Terms Hospitality industry: According to Wall-block he defines hospitality ‘as the act of making guest or tourist to feel at home by providing foods, drinks accommodation and entertainment for their staying. Also Luckwood defines hospitality as the people’s business of providing security physical and psychology comfort reward. Oyeniyi also defines hospitality as a friendly and a generous reception and entertainment of guest. Hospitality industry: This is the industry that provides food, beverage, accommodation and entertainment to meet the need of the domestic and international leisure and tourism market. Hospitality industry also provides service in offices factories and clubs. Hospitality industry can also be defined as an industry that deals with the provision of food, drinks and accommodation for permanents or stopover guest. Hotel: According to the hotel proprietors Act 1956 ‘An hotel is an establishment offering food and drink and sleeping accommodation, if required by anybody travelling who appear able and willing to pay for service and facilities provided. By Common Law a hotel can offer food beverage and accommodation to its guest but it must also assume a liability for the provision of a high standard of cleanliness and sanitation.  Also a hotel is a residential apartment providing foods and drinks. Interior: According to Oxford mini reference dictionary define interior design as the art or job of choosing the paint, carpets, Furniture e.t.c decorate the inside of a house. In hospital industry, interior design does not necessary mean the inside of a hotel but extent o the immediate surroundings of the hotel also interior design gives someone practical information about planning, building and decorating inside of a hotel and when people lives and work. Design: This is a general form or arrangement line or shapes forming a decoration also according to Oxford dictionary defines design as the art or process of deciding how something will look, work e.t.c. by something may be made arrangement of lines and shapes as a decoration.  Also a drawing that shows how a thing is to be made. Role: This is defines as the function importance of something. The degree to which something is involved in a situation or an activity and the effect that they have on it.
CHAPTER ONE GENERAL INTRODUCTION

1.1 Background to the Study

Marketing involves organizations and individual dealings that facilitate and expedite satisfying exchange relationships in a dynamic environment through the creation, distribution, and pricing of goods, services and ideas (Dibb et al; 2001).  These dynamics continually pose challenges for marketing practitioners and academics.  The evolving of new marketing paradigms to meet the new challenges that show fort everyday is therefore not surprising. Relationship marketing is one typical example of such new techniques in marketing. In the past, marketers had focused on creating customers, selling what they produced, without enhancing and maintaining relationship with their customers. A shift from transaction to relationship focused marketing is the order of the day. Selling is not most important; as it is only a vital aspect of marketing. In lots of service environments, there may be face-to-face interplay between service vendors and customers from which social bonds may boost. A relational point of view fits well within these contexts, the place there is possibility for companies to promote longer client tenure, and obtain the related financial advantages (Ang & Buttle, 2006). Relationship advertising is largely approved via advertising and marketing students and practitioners as a crucial a part of triumphant advertising today.  Marketers at the moment are focusing on activities geared toward growing lifelong consumers. Marketing hold the important thing to attaining organizational targets, being extra robust competitors in integrating marketing movements, in the direction of choosing and pleasurable the wishes and wishes of target patrons by making certain repeated transactions.  Purchasers grow to be partners through lengthy-term commitments to maintain those relationships with satisfactory product offerings, innovation and worth. At the point when firms reliably fulfill the esteemed desires of the client, the client gets to be faithful to the association. Fulfilled clients in this way get to be resources, being joined to the organizations; results in devotion that forms into long haul relationship. The need of any business is to pull in and keep their clients. Accentuation ought to in this manner be set on clients by, not just distinguishing, reckoning and fulfilling their necessities gainfully, additionally establishing so as to hold the clients, upgrading and keeping up long haul associations with them. Relationship marketing regards clients as accomplices. The part of relationship marketing is to build up, upgrade and keep up association with clients and different partners at a benefit, so that the targets of all involved included are met; and that is finished by a common trade and satisfaction of guarantees. Further aims of relationship marketing incorporate the conveyance of managed and expanding levels of fulfillment and maintenance of those clients by the upkeep and advancement of the relationship (Christopher, 1996, Ravald & Gronroos, 1996). According to the World Tourism Organization (WTO) statistics (2006), Ghana ranks 9th as one of the top emerging destinations in Africa with an annual growth rate of 10% between 2000 and 2004. For example, it recorded 497,129 international tourist arrivals in 2006 as against 428,533 international tourist arrivals in 2005, an increase of 16% (Ghana Tourist Board, 2007). Hospitality enterprises contribute a major proportion of earnings from the tourism industry in Ghana. The industry, plays a key role in ensuring the success of tourist destinations especially providing rooms accommodation for tourists, visitors and business community; foods and drinks for residents and non-residents; and conference and meetings facilities for a wide range of businesses. The concept of hospitality involves providing the service which makes the customer feel welcome –that is, the ambience, the quality of staff, service, warmth, and the contribution of the ‘comfort’ factor. It is the amalgam of hotels, restaurant, and indoor/outdoor catering services; take away, clubs, casinos and leisure center’s among others. Hotel business is characterized as a service industry because of inherent variables, which differentiate it from other businesses. It involves a degree of professionalism and expertise from personnel. It is a high customer-contact industry because the customers and hotel personnel are directly involved in the production and consumption process except the tangibles such as food and drinks. There is a high level of interaction between the customer and the staff to ensure efficient customer quality service, satisfaction and value. Assessment by customers of hotel services takes place only after consumption of the service and this involves the various services and products rendered in addition to the physical environment of the hotel especially the external environment – how convenient, accessible, and spacious; and the internal environment of the hotel – how conducive and tastefully furnished in terms of interior decorations-the furniture, beddings toilets and the bathrooms. Another assessment criteria is how the hotel staff are able to meet guest’s expectations-how prompt and responsive they attend to guest’s requests and needs – like room service, waiters and porters. Hotel enterprises in Ghana are largely concentrated in the urban areas such as Accra, Tema, Tamale, Takoradi Ho, Sunyani, Cape-Coast and Kumasi.

1.2        Problem Statement

It has been observed that hotel businesses in Kumasi have been having problems of          retaining their customers. The industry has experienced several challenges in the past which includes price instability, lack of innovativeness, competitive advertising and loss of customers.  These have greatly affected the hotels in terms of their market share, profitability, market growth and competitive positions. It has therefore become important to build and maintain long-term base of committed customers who are profitable for these hotels through relationship marketing. Hotels in Ghana are making attempts to practice relationship marketing for customer retention and yet they are having problems in doing so. Such problems are the basis for building, enhancing and maintaining relationship with customers, causes of customer satisfaction, evaluating relationship building and enhancement process and critical factors necessary for customer retention in relationship marketing in hotels in Ghana. Rexmar. This clearly indicates the need to evaluate the strategies for customer retention in the hospitality industry in Ghana which is the focus of this study. This study, therefore, evaluates customer retention strategies in relationship marketing practices in the hospitality industry in Kumasi, Ghana with Rexmar Hotel Kumasi Ghana as the case study.

1.3       Objectives of the Study

The main objective of the study is to evaluate the effectiveness of relationship marketing strategies for customer retention for mutual benefit of the organization, the stakeholders and in particular –the customers. The specific objectives include the following:
  1. To identify the relationship marketing strategies that has been instituted by
Rexmar Hotel, Kumasi.
  1. To examine the impact of the relationship marketing strategies on customers retention at Rexmar Hotel, Kumasi.
  2. To underscore the challenges Rexmar Hotel encounters in implementing the
Relationship marketing strategies.

1.4        Research Questions

Some research questions to be answered in the study include:
  1. What are the relationship marketing strategies that have been instituted by
Rexmar Hotel, Kumasi?
  1. What is the impact of the relationship marketing strategies on customers’ retention at Rexmar Hotel, Kumasi? iii. What are the challenges Rexmar Hotel encounters in implementing the
Relationship marketing strategies.  

1.5       Significance of the Study

The researcher is motivated by the sustainable relevance of relationship marketing in almost all service industries especially in the high-involvement industry such as the hospitality industry. It is important in hotel enterprises as it enhances relationship with customers, which ultimately lead to long-term mutual benefit in profitability, customer loyalty and stability in business operations. A study of relationship marketing in the hotel industry is important because of the significant role hotel businesses play in the socio-economic development of Kumasi.  Therefore, it is necessary for the stakeholders to be constantly aware of the development and changes in the hospitality industry. The researcher is of the view that if the research objectives are achieved, it will useful for the following parties. To begin with, Managers of hospitality enterprises, the study will be useful to all categories and levels of hospitality firms, as a framework for understanding, study and manage customer relationships in hotel enterprises. Also Policy Makers, The study will serve as an input for policy formulation and implementation to regulate, monitor and supervise the hospitality and tourism industry. In addition Entrepreneurs, Prospective investors who may wish to invest in, operate and manage a hotel business. It will help to stay ahead of the competition and maximize his investment potentials.  

1.6       Scope of the Study

The scope of this study will focus on relationship marketing strategies for customer retention in the hospitality industry in Kumasi, Ghana.  The study is expected to evaluate relationship marketing strategies for customer retention in the hospitability industry in Kumasi Ghana with Rexmar Hotel Kumasi as the case study.  

1.7        Methodology

To achieve the purpose of the study, information will be collected using both primary and secondary data. The use of questionnaire on customers and interviews with management of the company will be used to collect primary data. Again Data will be collected from sales books, customer registration cards, customer data base, internet and other publication relevant to the study.

1.8       Limitation to Study

The study cannot cover all areas in relationship marketing because of time constraints.  Also, most of the information required relates to business issues, ethical and legal regulations made it quite difficult to access some vital information concerning the company due to uncertainty of the use of the information being gathered.  

1.9       Organization of the Study

The research has been organized into five chapters. The Chapter One of the study is the introduction chapter of the study which contains general introduction of the study, the statement of the problem, objective of the study, research questions, significance of the study, the scope of the study, limitations of the study and the organization of the study. Chapter Two consists of a thorough discussion on the existing studies conducted by various researchers on relationship marketing. It looks at the concept of relationship marketing, customer retention and effects of relationship marketing on customer retention. Chapter Three is concerned with the research methodology which comprises the research design, the population, sample and sampling techniques, data collection instrument, administration of instrument and finally data analysis. The Fourth Chapter of this study consists of the data analysis which was collected for the study and also comprises of the results extracted for the study. The Concluding Chapter of this study consists of summary results, conclusion of the study, recommendations for Rexmar Hotel and interested hospitality firms such as hotels, guest house, restaurants and other recreation centers.

ABSTRACT

The way a hospitality location appears on sight says volume about how the customer would enjoy his/her stay at the place. Most hospitality centres have over time learnt and understood that their interior designs is a key factor in attracting more customers, and this also includes having good taste of interior designs. The efficiency and effectiveness of an hospitality industry depends on how the interior design is been packaged. This research work examines the role of interior design in hospitality in order to achieve the goals and objectives of the industry, as the industry keeps on expanding. This research work tries to check the effect and prospect of interior design and its social contribution to the hospitality industry, the project is made up of data collected which includes interviews, questionnaire administration and personal observation. Findings reveal that interior designs play a viable role in hospitality industry. The study recommends that interior design shouldn’t be underestimated but carefully considered amongst those in the hospitality industry that are yet to consider its implementation. Finally, advise were given on what form of colours pattern and texture that should be used to enhance the productivity of hospitality.
ABSTRACT This study focuses on the impact of ICT application on hospitality and tourism data collected were analyzed and tabulated and presented using averages and simple percentages they hypothesis were tested using normal distribution statistical tools at c = 0.05 significant level and population N= 60 workers. Those in the top management and other staff, the sample size of 50 was determined by systematic random sampling from the above stated population as in table. The C  value were calculated and the results compared with the critical cvalue the Ho, Hypothesis was rejected because the ccalculated values were higher than the critical value, and the Ha accepted, the major findings made in the course of this study include that the profitability of a company is significantly dependent upon the choice of ICT concepts that the level of education of staff has equally be contributing  to low capability use of ICT concepts and so on are recommended that, the management should employ trained personnels for effective handling of ICT machines and make good choice of ICT concepts so as to get the best in the market.ABSTRACT This project analyses the emerging trends in creative tourism, as well as the possibilities of developing creative offer as a means of sustainable development protection of resources, sociocultural elements, natural elements and improving the local populations standard of living of small historic towns in Ekiti state It further analyses the current state of creative offer, sets the goals and suggests some possible strategies for developing creative tourism educational workshops, creative workshops, etc. as both the basic and additional element of the tourist offer based on sustainable principles, and for creating a recognizable destination brand identity through a valorisation of uniqueness and diversity. The project also answers the key questions of creative tourism offer enrichment and enhancement, and defines the means to innovate the promotional strategy with the goal of repositioning. The reconception of development in small historic towns and, ultimately, attracting future tourists, requires a synergy of all offer stakeholders, local communities and indigenous residents in forming new elements of creative initiatives through a valorisation of the past and the present.
WeightN/AN/AN/AN/AN/AN/A
DimensionsN/AN/AN/AN/AN/AN/A
Additional information
Back to Top
Select the fields to be shown. Others will be hidden. Drag and drop to rearrange the order.
  • Image
  • SKU
  • Rating
  • Price
  • Stock
  • Availability
  • Add to cart
  • Description
  • Content
  • Weight
  • Dimensions
  • Additional information
Click outside to hide the comparison bar
Compare