1.1 Introduction
Waste management refers to the systematic process of collecting, transporting, processing, recycling, and disposing of waste materials in a manner that minimizes their negative impact on human health and the environment (UNEP, 2022). In the hospitality industry, waste management is a crucial component of operational efficiency and service quality because it directly influences cleanliness, environmental sustainability, and guest satisfaction. Hotels generate different categories of waste including food waste, plastic waste, paper waste, and hazardous materials, all of which require proper handling to maintain hygiene standards and ensure a pleasant guest experience.
In recent years, the hospitality sector in Nigeria has experienced growing pressure to adopt sustainable waste management practices due to increasing environmental concerns and rising guest expectations. According to Akinwale and Bello (2021), effective waste management in hotels is essential for maintaining a healthy environment and improving customer satisfaction, as guests are more likely to evaluate service quality based on cleanliness and environmental conditions.
As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are significance of the study, scope of work, research hypothesis and questions, limitation of the study and definition of terms.
1.2 Background of Study
Waste management in the hospitality industry has become a critical issue globally due to increasing environmental concerns, urbanization, and rising expectations for sustainable service delivery. According to the United Nations Environment Programme, waste management refers to the collection, transportation, processing, recycling, and disposal of waste materials in a manner that minimizes their adverse effects on the environment and human health. In hotel operations, waste is generated daily from food preparation, guest activities, packaging materials, housekeeping services, and maintenance processes (UNEP, 2022).
According to Mensah (2021), the hospitality industry is one of the major contributors to urban waste generation, and if not properly managed, it poses significant environmental and operational challenges. Mensah reported that many hotels in developing countries still rely on inefficient waste disposal systems that contribute to pollution and degrade service quality. In the same vein, Akinwale and Bello (2021) asserted that sustainable waste management practices in hotels are essential not only for environmental protection but also for improving customer satisfaction and business competitiveness. They emphasized that guests increasingly evaluate hotels based on cleanliness, hygiene, and environmental responsibility.
Okeke (2020) stated that, guest experience in the hospitality industry is largely influenced by the physical environment and service quality provided by hotels. Okeke stated that cleanliness is one of the most important determinants of customer satisfaction, particularly in urban hotels where competition is high and guests have multiple alternatives. When waste is poorly managed, it often leads to unpleasant odors, visual pollution, and a general decline in perceived service quality.
Ojo and Adeyemi (2020) asserted that, many hotels in Nigeria face significant challenges in implementing effective waste management systems due to inadequate infrastructure, high operational costs, and lack of trained personnel. They reported that these challenges often result in improper segregation of waste, irregular disposal schedules, and accumulation of waste within hotel premises. Such conditions not only affect environmental sanitation but also pose health risks to both staff and guests.
According to Okafor (2019), the perception of cleanliness plays a crucial role in shaping guest experience and determining hotel reputation. Okafor affirmed that hotels with poor waste management practices are more likely to receive negative reviews and lower customer ratings. On the other hand, hotels that maintain high standards of cleanliness and environmental management tend to attract more customers and achieve higher levels of guest satisfaction.
Bello and Ibrahim (2022) reported that, environmental sustainability in the hospitality sector is increasingly becoming a competitive advantage. They contended that hotels that adopt proper waste management practices not only reduce environmental impact but also improve operational efficiency and brand image. However, they noted that many hotels in Nigeria still struggle with implementation due to limited awareness and weak regulatory enforcement.
This study is set against the backdrop of increasing environmental concerns, growing guest expectations for sustainable hospitality services, and the need for improved waste management practices in Nigerian hotels, particularly within Sheraton Lagos Hotel.
1.3 Statement of Problems
In Nigerian hotels, improper waste handling practices such as inefficient segregation, poor disposal methods, and irregular collection systems have continued to raise concerns about environmental hygiene and service quality. In many cases, hotel operators face challenges such as inadequate waste disposal facilities, high cost of waste management services, and lack of trained personnel to handle waste effectively.
Additionally, guests in the hospitality industry are increasingly becoming more environmentally conscious and expect hotels to maintain high standards of hygiene and sustainable waste practices. When these expectations are not met, it often leads to dissatisfaction, negative reviews, and loss of customer loyalty.
Furthermore, waste management challenges in hotels are not only operational but also reputational, as poor environmental practices tend to damage the image of hospitality establishments in competitive markets. It is against this backdrop that this study seeks to examine the challenges of waste management in Nigerian hotels and their effects on guest experience, using Sheraton Lagos Hotel as a case study.
1.4 Aim and Objectives of Study
The aim of this study is to investigate how waste management practices influence guest experience in Sheraton Lagos Hotel. In achieving this aim, the following specific objectives were laid out as follows:
- To assess the waste management practices in Sheraton Lagos Hotel.
- To identify the challenges associated with waste management in the hotel.
- To examine the effects of waste management practices on guest experience.
- To evaluate the level of compliance with environmental regulations in the hotel.
- To propose strategies for improving waste management efficiency in Sheraton Lagos Hotel.
1.5 Research Questions
The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:
- What are the existing waste management practices in Sheraton Lagos Hotel?
- What challenges are associated with waste management in Sheraton Lagos Hotel?
- How does waste management affect guest experience in Sheraton Lagos Hotel?
- To what extent does Sheraton Lagos Hotel comply with environmental regulations?
- What strategies can improve waste management practices in Sheraton Lagos Hotel?
1.6 Research Hypotheses
In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.
Hypothesis One
- H0: Waste management practices in Sheraton Lagos Hotel do not significantly affect guest experience
- H1: Waste management practices in Sheraton Lagos Hotel significantly affect guest experience
Hypothesis Two
- H0: There is no significant relationship between waste management challenges and guest satisfaction in Sheraton Lagos Hotel
- H1: There is a significant relationship between waste management challenges and guest satisfaction in Sheraton Lagos Hotel
1.7 Significance of Study
It is believed that at the completion of the study, the findings will provide hotel management in Lagos State with evidence-based strategies for improving waste management efficiency and guest satisfaction. Also, the findings will assist environmental regulatory agencies in strengthening policies and enforcement mechanisms for waste management in the hospitality sector.
Furthermore, the findings will guide hotel operators in adopting sustainable waste disposal practices that enhance operational efficiency. In addition, the findings will improve guest awareness of environmental practices and encourage demand for environmentally responsible hospitality services.
Lastly, the findings will support academic researchers with empirical data on the relationship between waste management practices and customer experience in Nigerian hotels.
1.8 Scope and Limitations of the Study
The scope of this research is focused on challenges of waste management in nigerian hotels and their effects on guest experience, using Sheraton Lagos Hotel located at Lagos State, Nigeria as a case study.
The research was limited by restricted access to some internal hotel operational data, and it was difficult to obtain full cooperation from all management levels.
1.9 Definition of Terms
Waste Management:
Waste Management refers to the systematic process of collecting, transporting, processing, and disposing waste materials in a safe and environmentally responsible manner (UNEP, 2022). In the context of hotels, it involves managing waste generated from guest services, food preparation, and housekeeping activities.
Guest Experience:
Guest Experience refers to the overall perception and satisfaction of customers based on their interaction with hotel services, environment, and facilities (Okeke, 2020). It is influenced by factors such as cleanliness, service quality, and environmental conditions.
Hotel is a commercial establishment that provides lodging, food, and other guest services for travelers and visitors (Bowie & Buttle, 2013).
Waste Segregation:
Waste Segregation is the process of separating waste into different categories such as biodegradable, recyclable, and hazardous materials to improve disposal efficiency and environmental sustainability (WHO, 2021).
Environmental Sustainability:
Environmental Sustainability in hospitality refers to the adoption of practices that minimize negative environmental impact while maintaining service quality and operational efficiency (Mensah, 2021).
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