An Assessment of the Service Quality at Hotels In Fort Portal Tourism City

Abstract

The study was carried out to assess the level of service quality at the various hotels within Fort Portal Tourism City. The objectives were, To identify the services offered by the hotels, To assess the quality of the services offered and To identify the strategies put in place to improve on the quality of services offered by the different hotels in Fort Portal Tourism City. In a bid to achieve the above objectives, primary and secondary data was collected by the researcher and descriptive analysis was done. A total population sample of 71respondents was interviewed which included random hotel guests and selected hotel staff such as managers and heads of departments.observation was also a key methodology that aided data collection. The research findings revealed that it’s majorly the youths who frequented the hotels in Fort Portal, it also reveled that restaurant and accommodation services are the major services offered although mid-range hotels were visited mostly due to friendly costs. The research also reaveled that most hotels are located in accessible areas and are secure however most people expressed dissatisfaction in the field of efficiency,time management and communication competency. It was recommended that hotels embrace on job training to equip workers with the necessary skills and also improve the conditions of there facilities for a better customer experience.