Effect of Short Course Training on Service Delivery in the Hospitality Industry in Housekeeping and Laundry Department of Kenya Utalii College

Abstract

Purpose: The aim of this study was to establish the effect of short course training on service delivery in the hospitality industry in housekeeping and laundry department of Kenya Utalii College. Methodology: Explanatory and descriptive research designs were employed in this study. The study population was 4,216 which comprised 216 employers and 4,000 employees. The study targeted at least three employers from the 72 establishments. The data was collected from hotels ranging from three, four and five star rated hotels in major tourist towns and game lodges in Kenya. The study employed stratified sampling in dividing the regions and purposive sampling in selecting the respondents. Quantitative data was analyzed using SPSS version 20 while qualitative data was analyzed using content and thematic methods. Findings: The findings on operational skills and knowledge in housekeeping techniques revealed that most technical and operational knowledge were well applied in the industry. The results on operational skills and knowledge in laundry techniques by both the employees and employers were generally good as employees had knowledge of the concepts and were able to apply the knowledge in the execution of their duties and hence deliver quality and professional service. The results on the combined course on housekeeping and laundry techniques were generally good as rated by both the employees and the employers but there was lower rating by employers on the application of most aspects. The aspects of performance of employees that implied high service delivery were rated as good by the employers. The practical aspect of the course was satisfactory to most of the respondents but there was some recommendations that new equipment be used during practical to equip learners with new real experience in the industry. Unique contribution to theory, practice and policy: The study recommended that, there is need for Kenya Utalii College (KUC) to continue producing impactful students in the industry. It suggested that more campaign and awareness drives be established by KUC to market the courses offered at the school with an aim of increasing awareness and possible uptake of the courses across the country. It is recommended to KUC that the names of the courses to be changed to avoid confusing the employers when recruiting the full time students.