Challenges faced by hotels in providing satisfactory services to clients : A case study of Kampala Sheraton Hotel

Abstract

The hotel industry is one of the fastest growth sectors of the global economies; its significant contribution is seen to be on an upward trend, as evidenced even here in Uganda where international hotel chains are opening its branches to reap the market rewards from this competitive industry. The study was intended to assess the challenges faced by hotels in providing satisfactory services to clients and a case study of Sheraton hotel was used. The objectives of the study were to establish the level of customer satisfaction, to examine the factors that influence customer satisfaction and to establish how Sheraton Hotel can increase customer satisfaction. To achieve the above objectives, the researcher collected primary data and secondary data. The researcher used descriptive analysis and SPSS and used a sample of 52 respondents, hotel customers and hotel employees were selected using simple random sampling technique. The research findings showed that customer care services and activities at Sheraton hotel are generally good. Activities such as parking space, security, front desk services, hotel guides, and customer attention services increase customer care satisfaction. It’s concluded that there exists a strong relationship between managers and employees to enable for good customer satisfaction. It’s recommended that employee motivation and employee training should be increased to improve customer care services and so customer care satisfaction.