TRAINING: A PANACEA OF CUSTOMER SERVICE INEFFICIENCY AND IMPROVING HOTEL PERFORMANCE AT OSOGBO, OSUN STATE, NIGERIA

Abstract

The objectives of this study were to investigate the impact of training on customer service, to determine the benefits of training in the hotel establishment and to determine the level at which employees are trained. The study evaluated training as a panacea for customer service inefficiency and improving hotel performance at Osogbo, Osun State, as hotel establishment experience inadequate customer service due to lack of staff training as this has stood against loss of income in the industry. Three hotels were selected in Osogbo, Egbedore and Olorunda local government area of the state. One hundred and sixty questionnaires were administered while the data were analyzed using descriptive statistics and the hypothesis was tested using Pearson, Chi square at 0.05 level of significance. The first hypothesis calculated 0.25 which reveals that training has the significant impact on customer service and the second hypothesis calculated 0.035 which reveals that training has benefits effect on customer service; therefore the null hypothesis was rejected. Other finding shows that training helps staff in improving performance. It helps them in handling customer’s complaint and also delivers good service to the guest. Based on the above findings, it was concluded that training increases the overall organizational performance. Also, a means of survival to any organization and essential for effective performance of employees, enhancement of employee’s ability to adapt to the changing and challenging business environment