CHAPTER ONE
1.0 INTRODUCTION
1.1 BACKGROUND OF THE STUDY
1.2 STATEMENT OF THE PROBLEM
1.3 OBJECTIVES OF THE STUDY
1.4 RESEARCH QUESTIONS
1.5 RESEARCH HYPOTHESIS
1.6 SIGNIFICANCE OF THE STUDY
1.7 SCOPE OF THE STUDY
1.8 DELIMITATION OF THE STUDY
1.9 DEFINITION OF TERMS
CHAPTER TWO
2.0 LITERATURE REVIEW
2.1 CONCEPTUAL FRAMEWORK
2.1.1 HOTELS
2.1.2 SERVICE
2.1.3 TOURISM
2.1.4 TRAINING
2.1.5 ESSENTIALS OF STAFF TRAINING
2.1.6 INSTRUMENTAL LEARNING THEORY
2.1.6 STAFF TRAINING AND DEVELOPMENT
2.1.7 FORMS OF STAFF TRAINING AND DEVELOPMENT
2.1.8 ASSESSMENT OF THE TRAINING PROGRAMME
2.1.9 CHALLENGES AND PROSPECTS OF STAFF TRAINING
2.2 THEORETICAL FRAMEWORK
2.2.1 COGNITIVE LEARNING THEORY
2.3 EMPIRICAL LITERATURE REVIEW
CHAPTER THREE
3.0 RESEARCH METHODOLOGY
3.1 RESEARCH DESIGN
3.2 AREA OF STUDY
3.3 POPULATION OF THE STUDY
3.4 RESEARCH SAMPLE AND SAMPLING TECHNIQUE
3.5 INSTRUMENT FOR DATA COLLECTION
3.6 VALIDITY OF THE INSTRUMENT
3.7 METHOD OF DATA COLLECTION
3.8 METHOD OF DATA ANALYSIS
CHAPTER FOUR
4.0 DATA ANALYSIS AND PRESENTATION
CHAPTER FIVE
5.0 SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION
5.1 SUMMARY
5.2 CONCLUSION
5.3 RECOMMENDATIONS
REFRENCE
APPENDIX
CHAPTER ONE
INTRODUCTION
1.1 Background to the Study
Roundel et al (2007) define Hospitality as friendly and generous behavior towards visitors and guests, intended to make them feel welcome: food, drink, room and entertainment given to customers by a company or organization. Another scholar Copper.et al (1996) in educating the educators in tourism, gave the definition of hospitality by Nailon (1981) which stated that hospitality is the combination of physiological and psychological elements with security and level of service. Hospitality is concerned with the provision of physiological and psychological comfort within define levels of service. Burgess (1982) emphasizes the important of developing social relationships and the role of this in promoting guest perception of comfort and security. The primary interesting elements is that of the social relationship fostered by the warm, friendly, welcoming, courteous, open, generous behavior, of host creating the security and comfort created by physical structure, design, décor and location of facility. Finally the provisions of accommodation facilities to sleep, eat, relax and wash, together with the supply of beverage, service and entertainment. Rounded et al (2007) define Hotel as a building where you have to stay in a room and have meals’ similarly the world Tourism organization defined Hotel as ‘enterprise which provides accommodation with or without ancillary services’ (Ibru 2004). This may include food and entertainment in exchange for payment by client.
Accommodation which is an essential facility in the hospitality industry can be classified into various categories, illustrating the diversity of the industry. The availability of different room types and amenities is a reflection of an industry that must respond to various consumer needs, including the social and business needs of travelers. The customer or guest served by the accommodation sector may or are divided into two, those people traveling on business or recreation and those people not engaged in travel but who are staying away from home on a temporary basis, such as students in hostel and patients in hospital.
Embarking on more active publicity of the tourism industry and marketing arrangements for domestic and international visitors is noted in the national tourism policy. In other ways, the intervention can be efficiently linked to encourage both local and foreign investments in infrastructure and tourist services. In analyzing the national tourism policy, three basic issues emerged which are systems, personnel and infrastructure. With regard to systems, policy postulations address quality and efficiency of service delivery, while for personnel the policy seeks to establish coping mechanism and hence industry’s capacity to deliver.
Both systems and personnel require an integrated approach whereby multi stakeholders are involved in harnessing the two into an infrastructure that paves way for growth of tourism industry in Nigeria. Hence a need to improving the quality of personnel to cope with the increasing requirements of the tourist industry is unavoidable. Staff training in hotels as a principle for sustainable tourism development has a legal back up in Nigeria. According to URT (2008) general functions of the tourism division shall include encouraging and promoting the recruitment, training, education and development of persons for the purpose of employment in connection with the tourism industry. It was further stipulated in URT (2008) that, in order to promote high quality tourism in Nigeria, this should be done through the establishment of standards, training and human resources development, either alone or in cooperation with other stakeholders. For ensuring quality control of services in tourism and hospitality sectors
1.2 Statement of the Problem
Staff training as a principle for sustainable tourism development is yet given its deserved weights nor taken seriously to its heights here in Africa (Wangwe et al. 2005).
In the current as well as in forthcoming plans for tourism sector development, there was a serious training problem both at entry level and for existing staff within the industry (Wangwe et al, 2006). The situation is not much different today. All categories of staff require training, hotels and catering staff, tour and mountain guides, drivers, park rangers, tourism division and ministry staff (URT, 2002). The above elaboration portrayed situations which necessitated the importance of carrying out a research on contribution of staff training on providing quality services in tourist hotels. Therefore, this study looked into the average levels of staff education in hotels, effects of staff training in offering quality hospitality services.
1.3 Objective of the Study
The main objective of this study is to find out the contribution of staff training on offering quality hospitality services, specifically the study intends to:
1. Analyze the effect of staff training on offering quality hospitality services in hotels
2. Find out the effect of hospitality services offered in hotels on the development of tourism sector in Nigeria
3. Find out the challenges of training staffs in Nigeria hotels
1.4 Research Question
1. Is there any effect of staff training on offering quality hospitality services in hotels?
2. What is the effect of hospitality services offered in hotels on the development of tourism sector in Nigeria?
3. What are the challenges of training staffs in Nigeria hotels?
1.5 Research Hypothesis
Ho: there is no effect of staff training on offering quality hospitality services in hotels
Hi: there is effect of staff training on offering quality hospitality services in hotels
1.6 Significance of the Study
This study contributes to policy making and decisions making process regarding tourism and staffing. As for the academicians, this study would help in designing curriculum related to short courses and long courses in tourism and hospitality sectors in Nigeria. With regard to other stakeholders, this study may serve as a point of departure to more in- depth researches in the area of tourism and hospitality in Nigeria hotels. It can help them in terms of being used as a reference or insight, to whatever depths and widths of theirs studies that are concerned. The significance of this study helps as a source of knowledge tips with regard to staff in Nigeria hotels. Generally, this study is also beneficial to government, tourism stakeholders, hotel managements and students pursuing studies on tourism related courses.
1.7 Scope of the Study
This research will vividly examine literatures and concepts on staff training in hotels, the importance of training and some other related concept on the tourism sector in Nigeria. Also this research will cover hotels in Lagos state.
1.8 Delimitation of the Study
Finance for the general research work will be a challenge during the course of study. Correspondents also might not be able to complete or willing to submit the questionnaires given to them.
However, it is believed that these constraints will be worked on by making the best use of the available materials and spending more than the necessary time in the research work. Therefore, it is strongly believed that despite these constraint, its effect on this research report will be minimal, thus, making the objective and significance of the study achievable.
1.9 Definition of Terms
Staff Training: a program that helps employees learn specific knowledge or skills to improve performance in their current roles.
Hospitality services: Hospitality refers to the relationship between a guest and a host, wherein the host receives the guest with goodwill, including the reception and entertainment of guests, visitors