Whereas hotels have embarked on customer care as a means of curbing
customer loyalty , huge market share , increased profits among others ,not
much effort has been put on the traits and influencing factors that lead to
yield of effective actions and practices of these activities that occur during
customer care. Basing on the fact that this sector employs 90% labour
intensive techniques of production constant communication is mandatory and
owing to demand of quality output, capital techniques are used to ensure
quality assurance .
Hand in hand balance of the two techniques of production has enabled easy
under rating of labour in terms of poor communication techniques such as stiff
supervision, abusive languages.
The underlying principal here is proper communication formats and behaviors
to yield a modified quality base beginning from the producers to the products.
The main purpose of this paper is to analyze the role of communication skills
on quality assurance in hotels in Uganda. Using a quantitative survey research
design, a target population of 150 respondents was set where the sample size
of 100 respondents were interviewed using a semi-structured questionnaire.
The raw data from the field was analyzed using descriptive and inferential
statistics. The study found that while most respondents were highly willing to
participate in the development process through decision making, resource
mobilization among others, they also suffered severe deprivation through tight
supervision, ignorance, suppression, s among other factors as discussed.
Quality assurance projects are meant to contribute to mental and physical
development, creating employment opportunities, improve the standard of
living among others yet all these was seen progressing at a slow pace.
Furthermore, respondents were aware of the role of communication skills in
hotels. Yet, employee participation in quality assurance projects, seminars,
workshops or educational tours was generally given little attention.
Authoritarian influence and suppression were mentioned as the major factors
influencing low participation levels. Finally, respondents seemed to agree that
while quality assurance projects and programs were on course in addressing
the hotels quality challenges, they were least satisfied with its achievements so
far. Among others, the study recommended that quality assurance projects be
harmonized to make easy communication in various projects.
OKWEDA, O (2021). Communication Skills And Quality Assurance Inthe Hospitality Industry In Uganda Case Study: Munyonyo Speke Resort Hotel. Afribary. Retrieved from https://afribary.com/works/communication-skills-and-quality-assurance-inthe-hospitality-industry-in-uganda-case-study-munyonyo-speke-resort-hotel
OKWEDA, OLUDII "Communication Skills And Quality Assurance Inthe Hospitality Industry In Uganda Case Study: Munyonyo Speke Resort Hotel" Afribary. Afribary, 10 Jun. 2021, https://afribary.com/works/communication-skills-and-quality-assurance-inthe-hospitality-industry-in-uganda-case-study-munyonyo-speke-resort-hotel. Accessed 25 Sep. 2021.
OKWEDA, OLUDII . "Communication Skills And Quality Assurance Inthe Hospitality Industry In Uganda Case Study: Munyonyo Speke Resort Hotel". Afribary, Afribary, 10 Jun. 2021. Web. 25 Sep. 2021. < https://afribary.com/works/communication-skills-and-quality-assurance-inthe-hospitality-industry-in-uganda-case-study-munyonyo-speke-resort-hotel >.
OKWEDA, OLUDII . "Communication Skills And Quality Assurance Inthe Hospitality Industry In Uganda Case Study: Munyonyo Speke Resort Hotel" Afribary (2021). Accessed September 25, 2021. https://afribary.com/works/communication-skills-and-quality-assurance-inthe-hospitality-industry-in-uganda-case-study-munyonyo-speke-resort-hotel