ABSTRACT

The study challenges to quality service delivery in hotels in Umuahia town, Abia state. The objectives of this study were identifying and defining the concept of quality service delivery in hospitality, examining the challenges of quality service delivery and the effect of these challenges to the hotel establishment. Steps to be taken to improve the quality of service delivery were recommended. Evaluating the satisfaction of employees and the satisfaction of guests with the experience compared to the expectation. Registered hotels in Umuahia town where used as case study for research work. Relevant data were collected from the front office staff, food and beverage staff, the management staff and as well as customers patronizing the hotel establishment through the use of questionnaire. A total number of three hundred and sixty three (363) questionnaires were distributed to the respondents. The information gathered were analyzed using mean and table frequency. From the finding of the research work, it revealed that the staff of the hotel establishment are not satisfied with the working situation which has a great effect on the satisfaction of the customers as well. Due to the managers are aware of the concept of quality service delivery and the effect of bad service delivery, they are not really taking the steps to prevent bad service delivery. The researcher here by recommends that the management as well as the owner of the hotel should be enlighten the importance of satisfying the staff by treating them the way they want their guest to be treated so as to encourage quality service delivery in their hotel.