ABSTRACT
The topic of the study is Human Resource Management in Hotel and Catering
industry (A case study of Royal Palace Hotel Enugu). The researcher used both the
primary and secondary data in the course of the study. The primary data was collected
through the instrument of questionnaires and observation. The secondary data was
sources through textbooks, journals, magazines and Libraries.
The research design for the study was the survey research. The population of the
study was 82 employees of the establishment. The sample size of the study was 63
employees derived using the Yaro Yamani formula for the determination of sample size.
A total number of 63 questionnaires were distributed and returned thereby having a
hundred percent return rate. The researcher used sample percentage and chi-square as
statistical tool for the analysis.
The study revealed that the majority of the workers in this establishment are
ignorant on pay determination method which shows that management does not involve
workers in the machinery or the mechanics of payment determination. The workers role
is reduced to that of a rigid adherence to rules and regulations.
The researcher recommended among others that broad personnel policy study be
embraced by employers in the hotel industry.
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CHAPTER ONE
INTRODUCTION
1.1 THE BACKGROUND OF THE STUDY
Since the beginning of recorded time, people have travelled, and during their travels,
have needed shelter. This consequently encouraged the springing up of some
accommodation in form of inns and small hotels and subsequent larger hospitality suites,
to meet such needs. This thus hospitality is said to be the worlds‟ second oldest
profession.
Just after the civil war in 1970, there was a virtual absence of hotels and especially, the
well known names in the international hotel industry in Nigeria. Not until the late 70‟s,
during the oil boom era, did Nigeria start experiencing some growth in her hotel
industry. In recent years however, Nigeriahosting of several major international events
like the common wealth heads of government meeting (CHOGM), All African games,
carnivals, meeting including the visits of two American presidents an other presidents
with their entourage, has led to the building of several more hotels in Nigeria, especially
in the major cities.
This growth is not restricted to Nigeria alone, example, the American food service
industry in 1979 had 110 billion dollars of busing for meals away from home and was
infact the third largest industry in the country in terms of gross retail sales, it employs
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about 6 million people and had average of 125. 42 employees in 1995 and yet still needs
many additional employees every year.
Nigeria has since seen many important developments and changes in the relative
improvement in the standard of living of a vast majority of working people. These
improvements have come about as a result of many different factors including greater
national productivity, stronger growth of economy, having more enlightened
management and pressures from trade unions.
The contributions made by the hotel and catering industry to this general rise in standard
of living are considerable, providing essential and leisure services, employment and
wealth creation.
Hotel development in any country is a detailed process, requiring a high level of preplanning
prior to, during and after construction. There is still evidence in many places in
Nigeria that this pre-planning has not adequately been carried out, resulting in some
hotels that are unable to meet today‟s and tomorrows ever-changing and increasing
customer needs, including the fact that demand far outstrips supply, with major cities
like Lagos having now shortages. Nevertheless, Tourism, of which the hotel and catering
industry is a principal element is said to be a potential growth sector in Nigeria.
The conditions of employment of a large number of the industry‟s staff have not kept
peace with those enjoyed by working people elsewhere, in spite of the technical
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improvements within the catering industry itself. The reasons for the slow rate of
improvement in the industry‟s condition of employment are considerable including an
understandable reluctance on the part of many proprietors and managers to adjust labor
earnings according to improvements in the industry. Another reason could be that trade
union movements exert little influence in most sectors of the industry, since moreover
most people that make up the industry‟s workforce are people who are not prepared to
make a career out of the job.
The working conditions of the industry‟s staff are for most cases unattractive. There are
intrinsic problems which are unavoidable such as having to work long evenings and
weekends. Other problems however can certainly be removed or reduced by determined
management action. Such problems are staff reliance on tips, ignorance of workers on
methods of calculating pay and the distribution of service charges, and management‟s
reluctance to involve staff in matters that affect their working lives. Management should
therefore evolve a way of bringing out the best in these groups of ignored members of
our workforce.
In Nigeria, there are many organizations that provide catering services and which by
their nature can be termed hotels. It is estimated that there exists about 550 hotels, inns
and commercial guest houses in Nigeria by the year 2008 that employs between 10 and
250 people in line with their sizes. It is said that about 418 – 900 people were employed
in 2003 worldwide.
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1.2 STATEMENT OF THE PROBLEM
In an industry in Africa where there seems to have been a continued growth over the
years, expertise is therefore expected to be limited and this constitutes a problem.
There and other problems are what the study wishes to consider and make
recommendation where necessary. The problem reduction in experienced hands in this
industry in the third world, seem to be the case due to managers reluctance to train its
workers and employ able hands.
Another problem lies in the fact that most workers in the industry have no clear cut
channels to register their protests and grievances since management usually stifles
unionization agitation.
The third problem concerns the issue of how the basic payment and benefits of workers
is commensurate with their dedication to work and efforts. As employers are less
responsive to changes in the economy with respect to adjustments of pay and benefit
packages in line with economic growth as being experienced in most developing
countries today, including Nigeria, they are left with employees whose dedication to
work decreases; with huge reduction in their morals and motivation to work.
We are also confronted with an environment where employees are usually kept in the
dark without being enlightened on things they have the right to know. Example, payment
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determination method, criteria for promotion (etc), but rather such issues are based on
the whims of management. This constitutes a problem.
The last problem is the general belief by most people that jobs in the industry is one of
last resort which they can take up when they do not find a “better” job to do. This thus
discourages young people who may wish to have a career in the hotel and catering
industry.
Having identified some of the problems, this study intends to find possible solutions to
some of them.
1.3 THE OBJECTIVE OF THE STUDY
To this end, this study aims at assessing the reasonability of all the entitlements due
or payable to that part of the labor force that works fully or partly in the hotel and
catering industry. The objectives of this study are thus.
 To examine the reasonability of other entitlements and benefits that is not part of the
basic payment.
 To assess the degree to which payment is commensurate with the efforts of
employees in this industry.
 To evaluate the extent to which payment and benefits in this industry are similar to
those of like-industries.
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 To examine the industrial relations existing in the hotel under study and its impact on
worker‟s welfare.
 To identify the impact of inappropriate payment and employee benefit schemes or
their absence altogether, on employee performance.