ABSTRACT

The study was undertaken to assess customer's care factors and relation to sales generation as practiced in hotels. Novotel Accor Hotel was used as a case study. In order to carry out this study, the researcher adopted a restricted random sampling techniques and employed a lot of field survey to draw elements from the population so as to make predictions. A total of 236 questionnaire were distributed to both staff and customer while 1 80 were filled and returned. The data collected from the questionnaire was analysed using chi square (x2) statistical techniques. At the end of the analysis the following findings were made, that hotels do not have customer care policies, that hotels do not have existing procedure for handling guests complaints, that staff are not sent on customer care and relation training programmes, that the general attitude of staff towards customers is not satisfactory. Based on the findings, the research made recommendations as follows: Every hotel should have an effect customer care/relation policy in place, staff should be subjected to training on customer care/relation from time to time, an effective procedure for handling guests complaint should be laid down strictly implemented. The research concludes that the problem, which gave rise to the research has been solved to some extent.