Role Of Managers And Staff In Achieving Customer Care And Satisfation In The Hotel Industry. Case Study Of Equatoria Hotel

ABSTRACT

The main objective of this study was to investigate the role played by the managers and staff in

achieving quality customer care and satisfaction. The respondents who were contacted included;

the visitors, employees and managers, the sampling methods used to select the respondents were

mainly random sampling particularly to the visitors and purposive sampling to the top

management. The methods used for data collection mainly included; observation and

questionnaires and inter. These aimed at answering these objectives of the study; To identify the

role played by management in achieving customer care and satisfaction. to establish the

relationship between customer care and customer satisfaction and to identify the challenges in

offering good customer care and satisfaction at hotel equatorial. The findings revealed that the

management and the staff of equatorial hotel play a bigger role in ensuring customer care and

satisfaction. Different kinds of visitors frequent this hotel to enjoy various services such as

swimming pool, gym, accommodation facilities, conference facilities and others just visit the

hotel to have relax and have fun. However the study revealed that a number things need to be put

in place to effectively provide better customer care services and satisfaction. These include;

construction of another swimming pool to march with the number of guests who use this facility, the security needs to be biffed up to protect both the guests and their propet1y.