Description

PROBLEMS FACING SMALL SCALE HOTEL IN NIGERIA (Study of K. J. Hotel, Banuso Hotel & Flora Hotel, Ede, Adamawa state

ABSTRACT

This research work was carried out through the collection of some useful data collected from different sources which include the collection of data, via personal interview and the use of questionnaire given to staff as well as customers of Banuso Hotel, K. J. Hotel and Flora Hotel Ede Adamawa State. The secondary data was gotten from different textbooks. This work was carried out on the problem facing small-scale hotels in Ede Adamawa State. This research work has been divided into different chapters: Chapter one contains the following; introduction, background of the study, statement of the problem, objective of the study, definition of term. Chapter two is literature review, meaning and scope of small hotels was discussed also the small-scale business, importance of small scale business, organogram of small hotels.   Chapter three comprises research methodology, method of data collection, problems encountered during data collection. Chapter four consists of presentation, analysis and interpretation of data. Chapter five includes summary, summary of findings, conclusion and recommendations.

CHAPTER ONE

1.0       INTRODUCTION

1.1       BACKGROUND OF THE STUDY

An hotel can be defined as any establishment where food, drinks, accommodation and other related services are rendered to anybody that is willing to pay and is in a fit state to be received as in the proprietor’s Act of 1956.

The role of small scale hotel industry is to provide guests with maximum level of services at affordable prices. Hotels are components of the larger hospitality industry, as they provide foods, drinks, accommodation, recreation and offer other related services to the public.

All the various works performed in the functional units of the small hotels are performed manually by the hotel personnel and they easily get bored or tired. Hotel personnel get tired especially during high sales hours for instance the work load is unfavourable to the front office staff during peak periods. This is also applicable to all other operational or functional sections of the hotel such as restaurant, bar and housekeeping. Hence more staff are usually needed to cope with the pressure during peak season.

1.2       STATEMENT OF THE PROBLEM

There are a lot of complaints about the work load of small scale hotel. Some of these complaints among others are:

–           Poorly made beds

–           Poor restaurants and reception services

–           Use of obsolete and inadequate equipment and the unsatisfactory attitude of personnel dealing directly with the customers.

–           Poor seating arrangement in the food and beverages section. Personnel in these functional units, that is, the restaurant, bar, rooms and reception always express their mind about lack of job satisfaction culminating in their poor attitude to the guests.

1.3       OBJECTIVES OF THE STUDY

This project is designed to achieve the underlisted aims and objectives:

–           To determine the problems associated with small scale hotel industry.

–           To identify major problems involved and its effects on operations

–           To determine the causes of the identified problems and prefer possible solutions.

1.4       SIGNIFICANCE OF THE STUDY

The importance of this study is to bring to limelight the importance of

Small scale hotel industry

–           The suggested solutions to identified problems will help to improve service and ensure customer satisfaction, high turnover and increased revenue.

–           Staff will gain by increasing their salary on the basis of increased productivity.

1.5       LIMITATION OF THE STUDY

This project is designed to target waiters, reception staff, and room maids in small scale Hotel in Adamawa State.

However, Banuso Hotel, K. J. Hotel, and Flora at Ede will be our focus as case study. Also the study will be limited to the personnel in the food and beverage service, reception and house keeping departments.

1.6       DEFINITION OF TERMS

HOTEL: This can be defined as any establishment where food, drinks, accommodation and any other related services are rendered to anybody that is willing to anybody that is willing to pay and is in a fit state to be received.

TABLE D’HOTE: This is used for a fixed price menu of three or more courses with limited choice on each menu.

A LA CARTE: This is used for a menu with a selection of individually priced dishes.

COVER: A cover is usually referred to as a lay-up on a table and is to sometimes refer to the number of guests.

WAITING: This is a professional skill that portrays the establishment from the food service area to the general public, which constitutes the potential customer that consumes the service. Lilicrap (1971).

SMALL HOTEL: This is an hotel that has not more than 20 bedrooms and usually the bar and the restaurant are in the same place.