GASPRO International Journal of Eminent Scholars

ABSTRACT

The study sought to access the effect of employee’s skills on product and service consistency in hospitality industries: a case study of two hotels (Divine Fountain Hotel and GLEE Hotel) in Victoria Island, Lagos. An Ex-post Facto research design was adopted for the study. The study was conducted in two hotels in Victoria Island, Lagos. The population of the study comprised all the staff of Glee hotel and Divine Fountain hotels in Lagos respectively. A simple random sampling technique was used to select 30 respondents from the Divine Fountain Hotel and 30 from 30 from the GLEE Hotel, which constituted the sample size of 60 used for the study. The main instrument used in this study was a questionnaire titled "Employees Skills, Product and Services Consistency Questionnaire (ESPSCQ)". The Cronbach Alpha technique was used to determine the level of reliability of the instrument. The reliability coefficient obtained was 0.94, and this was high enough to justify the use of the instrument. The researcher subjected the data generated for this study to appropriate statistical techniques such as chi-square and regression analyses. The test for significance was done at 0.05 alpha levels. The study reveals that various skills acquired by the employees of Divine Fountain Hotel and GLEE Hotel in Victoria Island in Lagos include: customer service skills, cultural awareness, communication skills, multitasking skills, work ethic, language skills, professionalism, teamwork skills, problem-solving skills and attention to detail. The results also proved that the there is no significant difference in the various skills acquired by the employees of Divine Fountain Hotel and GLEE Hotel in Victoria Island in Lagos as well as the extent of products and services consistency identified with them. Also, that there is significant effect of employee’s skill on products and services consistency of Divine Fountain Hotel and GLEE Hotel in Victoria Island in Lagos. One of the recommendations was that since the goal of every successful business is to maintain a high level of customers’ satisfaction the hotel should provide their client with value added transaction through positive customer interaction. In turn, the customer’s will feel important and satisfied.

KEYWORDS: Employee’s Skills, Product and Services Consistency, Hospitality Industries, Service Quality, Divine Fountain Hotel , GLEE Hotel.