1.1 Introduction
Hospitality Industry refers to a broad category of fields within the service industry that includes lodging, food and drink service, event planning, theme parks, travel, and tourism. It is a significant sector in Imo State, contributing to economic growth through tourism and business travel (Okechukwu, 2018). The hospitality industry, characterized by its dynamic and customer-centric nature, relies heavily on efficient administrative support to ensure seamless operations. Secretaries, often considered the backbone of administrative functions, play a crucial role in managing these operations. However, the rapid advancements in technology and the evolving demands of the industry necessitate continuous training and development for these professionals (Agi, 2020).
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
In Imo State, Nigeria, the hospitality industry has seen significant growth over the past decade, driven by increased tourism and business travel (Chinedu, 2019). This growth has highlighted the need for well-trained secretaries who can handle the complex administrative tasks that are critical to maintaining high standards of service. Despite the recognized importance of secretarial roles, there is a noticeable gap in the specific training programs tailored to meet the unique needs of the hospitality sector in this region (Okeke, 2021). The evolution of the hospitality industry in Imo State is closely linked to the broader economic and social developments in Nigeria. During the early post-independence years, the hospitality sector was relatively underdeveloped, characterized by a limited number of hotels and guesthouses catering mainly to domestic travelers. However, the late 20th and early 21st centuries witnessed significant transformations driven by economic liberalization, increased foreign investment, and a burgeoning middle class (Uche, 2017).
As the industry expanded, so did the demand for skilled administrative professionals, including secretaries, who are essential to the smooth operation of hospitality establishments. Initially, secretarial roles were often filled by individuals with general administrative training, as the specific needs of the hospitality sector were not well understood or addressed. This generalist approach to secretarial training was sufficient for the less complex operations of the early industry (Okoro, 2018).
The 1990s and 2000s marked a period of rapid technological advancement and globalization, which significantly impacted the hospitality industry. Hotels and resorts began to adopt advanced management systems, digital communication tools, and online booking platforms. These changes created new challenges and opportunities for secretaries, who needed to acquire skills in using these technologies effectively (Eze, 2020). However, training programs at the time were slow to adapt, often lagging behind industry needs.
The hospitality industry is a pivotal sector in many economies, contributing significantly to employment, income generation, and cultural exchange. In Nigeria, and specifically in Imo State, the hospitality sector has experienced robust growth due to an increase in tourism and business activities (Okechukwu, 2018). This growth has underscored the necessity for a competent workforce, particularly in administrative roles, to maintain operational efficiency and deliver high-quality services.
Secretaries in the hospitality industry are essential to the smooth functioning of hotels, resorts, and other hospitality establishments. Their responsibilities often include managing communications, organizing schedules, handling guest inquiries, and performing a variety of administrative tasks. Given the high level of interaction with both customers and internal staff, secretaries need to be adept in both soft skills, such as communication and customer service, and technical skills, such as office software and management systems (Adewale, 2020).
Despite the critical role secretaries play, there is a notable deficiency in tailored training programs that address the specific needs of those working in the hospitality industry in Imo State. Traditional secretarial training programs often focus on general office administration without delving into the unique challenges and requirements of the hospitality sector (Nwachukwu, 2019). The advent of new technologies and the digitalization of many administrative processes have further highlighted the need for continuous professional development. Secretaries are now required to be proficient with advanced office technologies, hospitality management software, and digital communication tools (Eze, 2021). Without appropriate training, secretaries may struggle to keep up with these advancements, potentially impacting the efficiency and effectiveness of hospitality operations.
In Imo State, the government's push to boost tourism and attract investment led to a surge in the number of hospitality establishments. This increase highlighted the deficiencies in the existing training frameworks for secretaries, prompting calls for more tailored educational initiatives. Local universities and polytechnics started collaborating with industry stakeholders to develop curricula that addressed the unique challenges faced by secretaries in the hospitality industry (Chukwuemeka, 2021). Therefore, in Nigeria where the research was carried out, the activities that was conducted is to know the training needs required by secretaries in the hospitality industry in Imo State.
1.3 Statement of Problems
Investigation revealed that the hospitality industry in Imo State has experienced significant growth in recent years, driven by an increase in tourism and business activities (Chinedu, 2019). Despite this growth, there is a notable deficiency in the specific training programs designed for secretaries in this sector. Traditional secretarial training programs tend to focus on general administrative skills without addressing the unique challenges and requirements of the hospitality industry (Nwachukwu, 2019). This mismatch between training and industry needs results in a workforce that may lack the necessary competencies to perform effectively.
The rapid advancement of technology further exacerbates this problem. Secretaries in the hospitality industry are increasingly required to be proficient with advanced office technologies, hospitality management software, and digital communication tools (Eze, 2021). However, existing training programs often fail to keep pace with these technological changes, leaving secretaries underprepared for their roles. This technological gap can lead to inefficiencies and reduced service quality, impacting the overall performance of hospitality establishments.
Moreover, the hospitality industry demands a high level of customer service and interpersonal skills, which are not always adequately covered in conventional secretarial training programs (Adewale, 2020). Secretaries frequently interact with guests, handle inquiries, and manage customer complaints. Without proper training in these areas, they may struggle to meet the industry's customer service standards, potentially affecting guest satisfaction and the reputation of the establishment.
Additionally, the dynamic nature of the hospitality industry requires secretaries to be adaptable and capable of handling diverse tasks efficiently. The lack of specialized training that focuses on multitasking, time management, and the specific operational processes of hospitality businesses further hinders their ability to perform optimally (Okeke, 2022). This gap in training contributes to increased job stress and decreased productivity among secretaries, ultimately affecting the operational efficiency of hospitality businesses in Imo State. It is against the backdrop that this study seeks to address these problems by evaluating the training needs required by secretaries in the hospitality industry in Imo State.
1.4 Aim and Objectives of Study
The aim of the study is to analyze the training needs required by secretaries in the hospitality industry in Imo State. In achieving this aim, the following specific objectives were laid out as follows:
- To identify the specific training needs related to technological proficiency for secretaries in the hospitality sector;
- To determine the customer service and interpersonal skills required by secretaries in the hospitality industry;
- To assess the current skill levels of secretaries working in the hospitality industry in Imo State; and
- To propose recommendations for developing and implementing targeted training programs for secretaries in the hospitality industry.
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 specific technological skills are required by secretaries in the hospitality industry?
- What customer service and interpersonal skills are essential for secretaries in the hospitality industry?
- What are the current skill levels of secretaries working in the hospitality industry in Imo State?
- What recommendations can be made to develop targeted training programs for secretaries in the hospitality industry?
1.6 Research Hypothesis
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.
- H01: Secretaries in the hospitality industry in Imo State require specific technological training to effectively use advanced office technologies and hospitality management software.
- H02: Enhanced customer service and interpersonal skills training will significantly improve the performance of secretaries in the hospitality industry in Imo State.
- H03: Targeted training programs will significantly reduce the skill gaps among secretaries in the hospitality industry in Imo State.
1.7 Significance of Study
The outcome realized from the research findings will be significant to the following stakeholders:
- For hospitality industry employers in Imo State, identifying the training needs of secretaries is crucial for enhancing operational efficiency and service quality. Employers can benefit from a workforce that is better equipped to handle the unique demands of the industry, leading to improved guest satisfaction and loyalty.
- Educational institutions and vocational training centers will gain valuable insights into the specific skills and competencies required in the hospitality sector. This knowledge can guide the development of more relevant and effective training curricula, ensuring that graduates are well-prepared for the challenges of their roles.
- Secretaries and administrative professionals working in the hospitality industry will benefit directly from targeted training programs. By addressing their specific training needs, secretaries can improve their job performance, increase their job satisfaction, and open up opportunities for career advancement.
- For policymakers and government agencies, understanding the training needs in the hospitality sector can inform the creation of policies and initiatives that support workforce development. This can contribute to the overall growth and competitiveness of the hospitality industry in Imo State.
- Professional associations and industry organizations can use the findings of this study to advocate for better training standards and continuous professional development. This can help elevate the status and professionalism of secretaries within the hospitality industry, promoting a culture of excellence and ongoing improvement.
1.8 Scope of Study
The scope of the research is focused on the training needs required by secretaries in the hospitality industry in Imo State.
1.9 Limitations of the Study
During the course of this study, many things militated against its completion, some of which are:
- Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
- Financial Constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
- Initial Cooperation Delay from Respondents: A particular limitation of this work came as a result of the respondent refusal to offer their cooperation at the initial time they were contacted. This contributed in making the success of this research study difficult.
1.10 Definition of Terms
Hospitality Industry:
This term refers to a broad category of fields within the service industry that includes lodging, food and drink service, event planning, theme parks, travel, and tourism. It is a significant sector in Imo State, contributing to economic growth through tourism and business travel (Okechukwu, 2018).
Secretary:
A secretary in the context of the hospitality industry is an administrative professional responsible for supporting the management and operations of hospitality establishments. Their duties often include managing communications, organizing schedules, handling guest inquiries, and performing various clerical tasks (Adewale, 2020).
Training Needs:
Training needs refer to the gap between the current competencies of employees and the skills required to perform their job effectively. in the context of this study, it pertains to the specific skills and knowledge that secretaries in the hospitality industry in Imo State need to acquire to meet the demands of their roles (Nwachukwu, 2019).
Technological Proficiency:
This term describes the ability to effectively use modern office technologies, including hospitality management software and digital communication tools, which are essential for efficient operations in the hospitality industry (Eze, 2021).
Customer Service Skills:
These are the abilities required to interact positively with guests, handle inquiries, manage complaints, and ensure a satisfactory experience for customers. High levels of customer service are critical in the hospitality industry, where guest satisfaction is paramount (Adewale, 2020).
Professional Development:
Professional development involves continuous education and training to enhance one's skills and knowledge. For secretaries, it includes opportunities to improve their competencies in areas relevant to the hospitality industry, thereby facilitating career growth and job satisfaction (Okeke, 2022).
