Effective Communication And Management In Hospitality Establishments: A Case Study Of Lake View Regency Hotel And Mbarara University Inn

ABSTRACT The study examined the effective communication and management in hospitality establishments basing on the Lake View Regency Hotel and Mbarara University Inn, all located in western Uganda as a case study. The research was guided by three major objectives with intensions of establishing how the top management of the two hospitality establishments coordinates with other levels of administration in regard to communication, examine the efficiency of the communication systems at the two hospitality establishment in improvement of service delivery, analyise how the development of these communication skills have affected the level of service delivery in these hospitality establishment. Data in the field was collected using questionnaires and interview guides. The collected data was computed and presented with the help of tables and graphs The study analyzed the means of communication used in two hotels, the level of communication efficiency at hotels methods used, and how they affect the performance or these hotels. For effective communication to take place the research recommended that extension of communication facilities refreshment courses and customer care should be adapted and put into practice hence justify the study

TABLE OF CONTENTS

DECLARATION ............................................................................ i APPROVAL ......................................................................................... ii DEDICATION ................................................................... iii ACKNOWLEDGEMENTS ......................................................... iv TABLE OF CONTENTS ................................................................... v LIST OF TABLES ........................................................................... viii LIST OF FIGURES ................................................................................ ix LIST OF ABBREVIATION/ACRONYMS ............................................ x ABSTRACT ....................................................................................... xi CHAPTER ONE ........................................................................... 1 INTRODUCTION ............................................................................... 1 1.0 Introduction ...................................................................................... 1 1.2 Background of the Study ........................................................... 2 1.3 Statement of the Problem ......................................................... 5 1.4 Objectives of the Study .......................................................... 5 1.5 Research Questions ..................................................................... 6 1.6 Significance of the Study ........................................................... 6 1. 7 Problems Faced During the Study ........................................ 7 CHAPTER TWO .................................................................................... 8 LITERATURE REVIEW ......................................................................... 8 2.0 Introduction .................................................................................. 8 2.1 Background of Hospitality Establishment.............................. 8 2.2 definitions of the Terms .............................................................. 9 2.2.1 Effective .................................................................................. 9 2.2.2 Communication ...................................................................... 10 2.2.3 Management ............................................................................. 10 2.3.4. Hospitality .................................................................................. 11 2.4 Forms of communication in hospitality establishment.  11 2.4.1 Oral/Verbal communication ........................................ 11 2.4.2 Written communication ................................................ 12 2.4.3 Non-verbal communication .............................................. 12 2.4.4 Electronic communication .................................................... 13 2.5 TYPES OF COMMUNICATION ......................................... 13 2.5.1 Downward communication ............................................. 13 2.5.2 Upward communication .................................................. 13 2.5.3 Horizontal communication ............................................... 14 2.5.4 Diagonal communication ................................................... 14 2.5.5 The Grapevine ...................................................................... 14 2.6 roles of communication in hospitality organisations ............................................................... 15

2. 7 Barriers to communication ................................................... 17 2.8 Levels of Management ............................................................................................................ 19 2.8.1 Organizational level .............................................................................................................. 19 2.8.2 Degree of Specialization ....................................................................................................... 20 CHAPTER THREE ....................................................................................................................... 22 RESEARCH METHODOLOGY .................................................................................................. 22 3.0 Introduction ............................................................................................................................. 22 3.1 Research Design ...................................................................................................................... 22