1.1 Introduction
Staff training is a deliberate process of enhancing the knowledge, skills, and competencies of employees to improve their performance and productivity within an organization (Armstrong, 2020). In the hospitality industry, staff training is particularly critical as it directly influences the quality of service delivered to customers. Service delivery in hotels encompasses all interactions between staff and guests, including reception, accommodation, food and beverage service, and problem resolution. High-quality service delivery is not only essential for customer satisfaction but also contributes to the reputation and financial performance of hotels (Mensah, 2018).
In the context of Nigerian hotels, the rapid growth of the hospitality sector has created an increased demand for well-trained personnel who can meet the evolving expectations of both domestic and international guests (Eze & Okoye, 2019). 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
The development of the hospitality industry globally and in Nigeria is closely linked to the evolution of service standards and the increasing recognition of human capital as a key driver of organizational success. According to Lashley (2018), the modern concept of staff training in hotels emerged as a response to the growing complexity of guest expectations and the need for consistent service quality. Training programs in the early hospitality sector were often informal and focused primarily on basic operational skills rather than on customer relations, problem-solving, or service innovation.
In Nigeria, the hospitality industry has experienced significant growth over the past few decades, driven by tourism, business travel, and the expansion of international hotel chains. Udeh (2019) reported that the entry of global hotel brands into the Nigerian market introduced structured human resource practices, including comprehensive staff training programs aimed at enhancing service delivery and aligning local operations with international standards.
Staff training is widely recognized as a fundamental tool for enhancing employee performance and ensuring high-quality service delivery in the hospitality industry. According to Armstrong (2020), training equips employees with the necessary knowledge and skills to perform their duties effectively, contributing to organizational success. In the hotel sector, service delivery encompasses every interaction between staff and guests, including front desk operations, housekeeping, food and beverage services, and customer relations. High standards of service are essential for attracting repeat customers, and maintaining competitive advantage (Mensah, 2018).
Several studies have emphasized the importance of staff training in Nigerian hotels. Eze and Okoye (2019) reported that inadequate training in the Nigerian hospitality sector often leads to inconsistencies in service delivery, resulting in customer dissatisfaction and reduced operational efficiency. Similarly, Ojo and Akinbode (2019) asserted that employees who are not adequately trained in modern hospitality practices frequently struggle to meet guests' expectations, which negatively affects the overall hotel experience (Ojo and Akinbode, 2019).
On the other hand, Akinyele and Oladele (2018) stated that structured and continuous staff training programs in hotels have a significant positive influence on service quality. Ugochukwu (2021) affirmed that hotels that prioritize staff training report higher levels of customer satisfaction, loyalty, and organizational performance. Furthermore, staff training not only impacts service delivery but also employee motivation and retention. According to Eze (2020), employees who feel adequately trained are more confident and engaged, which contributes to a positive service culture and reduces turnover. Scholars contend that the failure to provide consistent and effective training programs can undermine a hotel's competitive position, as untrained staff are less likely to deliver the level of service expected by guests (Akinyele & Oladele, 2018).
Protea Hotel by Marriott, Lagos, serves as a prominent example within the Nigerian hospitality industry that emphasizes the integration of staff training into its operational strategy. However, despite the existence of these training initiatives, questions remain regarding the actual influence of staff training on service delivery, particularly in terms of measurable guest satisfaction and operational outcomes. This study is set against the backdrop of investigating the influence of staff training on service delivery in Nigerian hotels, using Protea Hotel by Marriott, Lagos, as a case study.
1.3 Statement of Problems
Investigation revealed that many Nigerian hotels, including leading establishments, there are observable inconsistencies in service standards, which affect customer experiences negatively. Staff is often not adequately trained in customer handling, problem-solving, and modern hospitality practices (Eze, 2020; Ojo & Akinbode, 2019).
On the other hand, while some hotels implement periodic training programs, the effectiveness of these programs is sometimes limited due to outdated training methods, lack of follow-up, and insufficient alignment with the specific service expectations of guests (Akinyele & Oladele, 2018).
Furthermore, inadequate staff training also affects employee morale and retention. Employees who are not confident in their skills may exhibit lower motivation and engagement, which in turn affects the overall service culture of the hotel. Guests often perceive this through inconsistent service interactions, negatively impacting the hotel's reputation and profitability (Ugochukwu, 2021). It is against this backdrop that this study seeks to investigate the influence of staff training on service delivery in Nigerian hotels, using Protea Hotel by Marriott, Lagos as a case study.
1.4 Aim and Objectives of Study
The aim of this study is to investigate the influence of staff training on service delivery in Nigerian hotels, using Protea Hotel by Marriott, Lagos, as a case study. To achieve this aim, the study has the following objectives:
- To assess the level and effectiveness of staff training in Protea Hotel by Marriott, Lagos.
- To evaluate how staff training impacts customer satisfaction and service quality.
- To examine the relationship between staff motivation and training programs.
- To identify challenges associated with implementing effective staff training in Nigerian hotels.
- To recommend strategies for improving staff training to enhance service delivery.
1.5 Research Questions
Based on the stated objectives, the research will seek to answer the following questions:
- What is the level and effectiveness of staff training in Protea Hotel by Marriott, Lagos?
- How does staff training influence customer satisfaction and service quality?
- In what ways does staff training affect employee motivation?
- What are the challenges in implementing effective staff training in Nigerian hotels?
- What strategies can be implemented to improve staff training and service delivery?
1.6 Research Hypothesis
Based on the stated objectives, the research study formulates the following hypotheses:
- H0: Staff training has no significant influence on service delivery in Nigerian hotels, specifically in Protea Hotel by Marriott, Lagos.
- H1: Staff training has a significant influence on service delivery in Nigerian hotels, specifically in Protea Hotel by Marriott, Lagos.
1.7 Significance of Study
It is believed that at the completion of the study, the findings will help hotel management understand the impact of training programs on employee performance and customer satisfaction. On the other hand, the study will support policymakers and hospitality educators in developing effective training frameworks.
Additionally, it is believed that the study will contribute to academic literature by providing empirical evidence on staff training and service delivery in Nigerian hotels.
Finally, it is believed that the study will inform stakeholders about strategies that will improve operational efficiency, guest experience, and overall hotel performance.
1.8 Scope of Study
The study will focus on Protea Hotel by Marriott, Lagos, Nigeria. It will examine the influence of staff training on service delivery across all departments within the hotel, including front desk, housekeeping, food and beverage, and customer relations.
The research will cover both managerial and non-managerial staff to provide a holistic understanding of training practices and outcomes.
1.9 Limitations of the Study
The study was limited by the availability of participants and resources. Some staff members were unavailable during data collection, which affected the comprehensiveness of the responses.
1.10 Definition of Terms
Staff Training:
Staff training is the systematic development of employees' skills, knowledge, and competencies to improve performance in their roles (Armstrong, 2020). In this study, it refers to the structured programs provided to hotel employees to enhance service delivery.
Service Delivery:
Service delivery refers to the quality of interaction between hotel staff and guests, including responsiveness, courtesy, efficiency, and accuracy in providing services (Mensah, 2018).
Customer Satisfaction:
Customer satisfaction is the perception of guests regarding the quality of service they receive, which influences loyalty and repeat business (Eze & Okoye, 2019).
Hospitality Industry:
The hospitality industry encompasses businesses that provide lodging, food, and related services to customers, including hotels, restaurants, and tourism services (Udeh, 2019).
Operational Efficiency:
Operational efficiency refers to the ability of a hotel to deliver services in a timely, cost-effective, and resource-optimized manner, often influenced by staff competence and training (Akinyele & Oladele, 2018).
Human Capital Development:
Human capital development is the investment in employees through training and professional growth initiatives to enhance their capabilities and contributions to organizational goals (Lashley, 2018).
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