Effects of Tipping on Service Quality at Golf Course Hotel-Kampala
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ABSTRACT The study assessed the impacts of tipping at Golf Course Hotel, Kampala. Specifically, the study was conducted to determine; the frequency and value of guest tipping at Golf Course Hotel-Kampala, the factors that influence guests to tip service providers at Golf Course Hotel-Kampala and suggest strategies to enhance positive impacts of tipping at Golf Course Hotel-Kampala. Questionnaires were administered to 36 employees of GCH and 20 guests at GCH to answer the above objectives. SPSS was used to analyse the questionnaire responses. Department of work was cross tabulated against the attitude of employees towards tipping was carried out and the relationship was determined.Majority of the employees (58%) receive tips from the hotel guests. The findings further revealed that on average, employees received UGX 10,000 per day as tips. In addition, the study established that there was a relationship between employee‟s department and the preference of tipping mode whereby majority of the employees from front area departments did not like the idea of putting the tips in the tip box, while majority of the staff from the back area departments preferred tips to be collected in the tip box. the statement that guests should put the tips in tips box.The research revealed that the major factors that influence guests tipping include the quality of the service provided, the clean illness of the hotel, smartness of the service providers among others. The researchalso recommended that tip boxes should be provided at the hotel where guests can put tips which should be shared amongst all the staff.