TRADE PROJECT

TITLE: CONSEQUENCE OF POOR WELCOMING OF CUSTOMERS IN THREE

STAR HOTEL WITHIN MIGORI TOWN, MIGORI COUNTY

PRESENTER: RUTH ADOYO

INDEX NO: 742102024

COURSE CODE: 1802

PAPER CODE: 1802/206

CENTER CODE: 742102

MODULE: II

COURSE NAME: CERTIFICATE IN FOOD AND BEVERAGE PRODUCTION

SERVICE AND SALES

NAME OF INSTITUTION: RANGWE TECHNICAL AND VOCATIONAL CENTRE

SUPERVISOR: MR ISAAC ORWA

PRESENTED TO: THE KENYA NATIONAL EXAMINATION COUNCIL AS

PARTIAL FULFILLMENT OF THE AWARD OF CERTIFICATE IN FOOD AND
BEVERAGE

SERIES: JULY/AUGUST 2025

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DECLARATION

I declare that the research project and the discussion is my own original work and has never
been presented by any other person from any other learning institution.

Presented by: RUTH ADOYO

INDEX
NO………………………………………………………………………………………

SIGN……………………………………………………………………………………………
……

DATE…………………………………………………………………………………………
………

This project has been presented with the approval as the supervisor.

SUPERVISOR
NAME…………………………………………………………………………………

SIGN……………………………………………………………………………………………
……………….

DATE…………………………………………………………………………………………
……………

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DEDICATION

I dedicate this project to my parents and bothers who gave me moral and financial support to
make this project successful. I also dedicate it to my supervisor Madam Anne for her support
and lastly to my classmates who contributed to my project to be successful.

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ACKNOWL EDGMENT

I acknowledge to my supervisor for continuously mentoring, creating and apprehending me

through the whole process. My parents for financial support.

I would like to acknowledge the entire Rangwe Technical and Vocational Centre for the
support such as the good environment and library and not forgetting my fellow students who
also helped me to complete this work

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 Contents
DECLARATION ....................................................................................................................................... ii

DEDICATION ..........................................................................................................................................iii

ACKNOWL EDGMENT ............................................................................................................................iv

ABSTRACT ............................................................................................... Error! Bookmark not defined.

CHAPTER ONE ....................................................................................................................................... 2

1.1 BACKGROUND OF THE STUDY ..................................................................................................... 2

1.2 STATEMENT OF THE PROBLEM ................................................................................................... 2

1.3 THE OBJECTIVES OF THE STUDY .................................................................................................. 2

1.4 RESEARCH QUESTIONS ................................................................................................................ 3

1.5 SIGNIFICANCE OF THE STUDY...................................................................................................... 3

1.6 LIMITATION OF THE STUDY ......................................................................................................... 3

1.7 THE SCOPE OF THE STUDY .......................................................................................................... 4

1.8 DEFINATION OF TERMS ............................................................................................................... 4

CHAPTER TWO ...................................................................................................................................... 5

2.0 LITERATURE REVIEW ................................................................................................................... 5

2.1 TO FIND OUT CONSEQUENCE OF POOR WELCOMING CUSTOMERS IN THREE STAR HOTEL
WITHIN MIGORI TOWN, MIGORI COUNTY ........................................................................................ 6

2.1.1 Lack of Trained Workers ...................................................................................................... 6

2.1.2 Long waiting Time ................................................................................................................ 6

2.1.3Reluctance of Workers .......................................................................................................... 6

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 2.1.4 Few Workers ........................................................................................................................ 6

2.2 TO ESTABLISH THE CONSEQUENCES OF POOR WELCOMING OF CUSTOMERS TO THE

MANAGEMENT OF THREE STAR HOTEL. ........................................................................................... 6

2.2.1 Loss of Customers ................................................................................................................ 7

2.2.3 Loss of Workers .................................................................................................................... 7

2.2.4 Low Productivity .................................................................................................................. 7

2.3 TO DETERMINE PREVENTIONS OF POOR WELCOMING OF CUSTOMERS .................................... 7

2.3.1Employing Skilled Workers .................................................................................................... 7

2.3.2 Employing Enough Workers ................................................................................................. 7

2.3.3 Approaching the guest as soon as possible .......................................................................... 8

2.3.4 Avoiding Laziness and Reluctance ........................................................................................ 8

2.4 TO ESTABLISH MEASURES TO BE TAKEN ON POOR ELCOMING OF CUSTOMERS ........................ 8

2.4.1 Coming up with a learning institution .................................................................................. 8

2.4.2 Employing Enough Workers ................................................................................................. 8

2.4.3 Avoiding Reluctance ............................................................................................................. 8

2.4.4 Motivating Workers ............................................................................................................. 8

SUMMARY......................................................................................................................................... 9

CHAPTER THREE .................................................................................................................................. 10

3.0 RESEARCH METHODOLOGY ...................................................................................................... 10

3.1 INTRODUCTION ......................................................................................................................... 10

3.2 AREA OF STUDY ......................................................................................................................... 10

3.3 RESEARCH DESIGN .................................................................................................................... 10

3.4 SAMPLING DESIGN .................................................................................................................... 11

3.5 INSUREMENT FOR DATA COLLECTION ...................................................................................... 11

3.5.1 QUESTIONNAIRE ................................................................................................................ 11

3.5.2 Primary Data Collection ..................................................................................................... 12

3.5.3 Secondary Data Collection ................................................................................................. 12

3.6 DATA ANLYSIS METHODS .......................................................................................................... 12

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CHAPTER FOUR ................................................................................................................................... 13

RESEARCH FINDINGS AND DISCUSSIONS ............................................................................................ 13

4.0 INTRODUCTION ......................................................................................................................... 13

4.1 CAUSES OF POOR WELCOMING OF CUSTOMERS IN HOTELS .................................................... 13

4.2.1 A PIE CHART SHOWING MAJOR CAUSES OF POOR WELCOMING OF CUSTOMERS IN

HOTELS........................................................................................................................................ 14

4.2.2 EFFECTS OF POOR WELCOMING OF CUSTOMERS IN HOTELS ............................................ 14

4.2.3 PREVANTIONS OF POOR WELCOMING OF CUSTOMERS IN HOTELS ................................... 15

4.3 PREVENTIONS ........................................................................................................................... 16

4.4 EDUCATION BACKGROUND....................................................................................................... 16

CHAPTER FIVE ..................................................................................................................................... 18

SUMMARY .......................................................................................................................................... 18

5.0 INTRODUCTION ......................................................................................................................... 18

5.1 SUMMARY ................................................................................................................................. 18

5.2 CONCLUSONS ............................................................................................................................ 18

5.3 RECOMENDATON ...................................................................................................................... 19

REFFERENCES ...................................................................................................................................... 20

APPENDICS .......................................................................................................................................... 21

QUESTIONNAIRES ............................................................................................................................... 21

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ABSTRACT

Welcoming of guests into the hotel is more important and therefore should be done with a lot
of keenness. Objectives of this study was to determine ways of welcoming customers in
Three Star hotel Migori town to identify the major causes of poor welcoming of gusts to the
management of Three Star hotel in Migori town. The study was also carried out to help find
out how long has the problem has lasted in this hotel and come out with possible solutions for
this problem.

During this study, the researcher used several methods to collect the data, they include use of
questionnaires, observation and also interacted with the people he found there to get more
information. During this research, the researcher assumed that the respondent will give out
the correct information and details. The researcher found that apart from lack of skills and
knowledge being the most cause of poor welcoming of guests in the hotel, there were also
other causes like lack of trained workers and workers being reluctant.

In conclusion in regards to the consequences of poor welcoming of customers in Three Star

Hotel in Migori Town, Migori County. The highlighted findings ranged from reluctant of
workers, lack of skills and knowledge among the staffs were the major causes of poor
welcoming of customers in Three Star Hotel. He therefore recommends that employers
should employ trained workers. Workers should not be reluctant during the working hours.
He also added that workers should be motivated to improve their working standards and by
doing that, it will help to achieve the goals of the hotel.

1
 CHAPTER ONE

1.0 INTRODUCTION
In this chapter the researcher points out the background information, the statement of the
study, the research questions, and objectives of the study, significance of the study, limitation
and scope of the study. The researcher was also able to define new terms that she came across
during the study.

1.1 BACKGROUND OF THE STUDY

Poor welcoming of customers is a problem that has rapidly increases in Three Star hotel in
Migori town. This happens due to different reasons. One of the reasons is that waiters are not
willing to do their job and take long time before attending to customers or being so rude. This
problem can be solved by motivating the employees and also giving them some
encouragement.

1.2 STATEMENT OF THE PROBLEM

The consequence of poor welcoming of customers to the management in Three Star hotel in
Migori town.

1.3 THE OBJECTIVES OF THE STUDY

1 To determine the causes of poor welcoming of customers to the management in Three Star
hotel.

2 To find out the effect of poor welcoming of customers to the management in Three Star
hotel.

3 To establish the measures to poor welcoming of customers to the management in Three Star
hotel.

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4 To determine the prevention of poor welcoming of customers to the management inThree
Star hotel.

1.4 RESEARCH QUESTIONS

1 What are the causes of poor welcoming customers to the management in Three Star hotel in
Migori town?

2 What are the prevention of poor welcoming customers to the management in Three Star
hotel?

3 What are the consequences of poor welcoming of customers to the management in Three
Star hotel?

4 What are the measures to be taken to poor welcoming of customers to the management of
Three Star hotel?

1.5 SIGNIFICANCE OF THE STUDY

The study was the effect of poor welcoming of customers to the management in Three Star
hotel. During the study, the researcher had an aim to improve the customer turnover, to avoid
the loses that the management would undergo in the hotels. The researcher also would work
hard to find a better solution to problem.

1.6 LIMITATION OF THE STUDY

1 Language Burier

During the study, the researcher encountered the problem of language. Different people were
not able to speak English and would speak their local language e.g the elderly people and this
makes it more challenging.

2 Lack of enough capital

3
When carrying out the research, enough capital is required since everything being carried out
will require money. Money was required for transportation to the study area and even getting
questionnaire forms.

3 CLIMATE CHANGE

During heavy rains, the researcher will be affected this is because moving to the research
point was more difficult.

4 INSECURITIES

The researcher got it difficult to conduct research in areas with high insecurity because
people may turn wild to her and even infects with her research.

1.7 THE SCOPE OF THE STUDY

This study focusses on the consequence of poor welcoming of customers in Three Star hotel.
According to this research, data was collected from two waiters, one security officer and even
the management officer. The study will be conducted through use of questionnaires to the
staff. The study will not cover any other problem of poor welcoming of guests and therefore
the researcher will not be able to identify the consequence of poor welcoming of customers.

1.8 DEFINATION OF TERMS

Study – A detailed investigation and analysis of a subject or situation

Hotel – Is an establishment providing meals and accommodation.

Management – It is the process of dealing with or controlling things

Staffs – These are people employed.

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CHAPTER TWO
2.0 LITERATURE REVIEW

According to Joseph Mulama (2004) the main reason that causes poor welcoming of
customers was unskilled workers, lack of morale by workers and employees being idle.
During this research he said that employees lack skills during their services and could not
satisfy customers’ needs. He further says that, the staff morale also affects the welcoming
of customers in Three Star hotel. He also says that workers are idling during working
hours and this could not allow them make good welcoming of customers.
Joseph further gave some ways on welcoming customers, he said that when the customers
walk into the hotel, they should be given a warm welcoming just as they entered the gate
and walk with them up to the point of sitting. He also said that, workers should always be
alert while preparing and performing their duties. This creates warm welcoming and this
could help o create good relationship between customers and employees.

Mary Anne (2016) talked about ways of solving the problems of poor welcoming of
customers. She said that the employees should be trained. This is done to equip workers
with enough knowledge and skills on how to receive customers and w communication
during service. She also encourages the employers to motivate the employees this will
encourage workers and make them work with good moral and also do their jobs without
supervision.
She further went ahead and point out what is required of the waiters during the working
hours. She said, workers should always have a smiling and a happy face and maintain
cleanliness at all times.

According to Adrian (2009) he also did the research on poor welcoming of guests in
Three Star hotel and he confirms the research that was done by Joseph and Mary.
He said during his research, he encourages the management to employ skilled employees
and motivate them. He further aske the management to introduce simple tools into his
industry. These include; order book, note book and a pen and this is just to remind the
workers of what is expected from them.

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 He finalized his research by saying that well trained workers and motivated will give a
warm welcoming to customers thus increasing customer turnover and also increasing the
sales as well as profit.

2.1 TO FIND OUT CONSEQUENCES OF POOR WELCOMING OF

CUSTOMERS TO THE MANAGEMENT IN THREE STAR HOTEL

There has been poor welcoming of customers in Three Star hotel and this may be caused due
to the following reasons:

2.1.1 Lack of Trained Workers

Most staffs in twin towers hotel lack skills and knowledge during their services and could not
perform their duties and hence leading to poor services.

2.1.2 Long waiting Time

When guests walk into the establishment without any assistance of any waiter notices, they
are likely to wait for a long time before they are attended.

2.1.3Reluctance of Workers

Workers should not be sited or gathered somewhere in one place, instead they should be alert
at all times are ready to assist the customers.

2.1.4 Few Workers

Lack of enough staff also is a consequence to poor welcoming of customers for instance in an
establishment where there are only two workers or waiters’ customers will not receive that
warm welcoming that customers expect as waiters may be held up some in other activities
forcing customers to wait.

2.2 TO ESTABLISH THE CONSEQUENCES OF POOR WELCOMING

CUSTOMERS TO THE MANAGEMENT OF THREE STAR HOTEL.

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2.2.1 Loss of Customers

When guests are received in a cold way, their needs are not met and felt like they are not
recognized and would not want to pay a visit again to the establishment hence the
establishment loss their customers.

2.2.2 Low Profit

Poor welcoming of guests will lead to low customers’ turnover in the hotel and this will lead
to low sales hence lead to low profit to the management.

2.2.3 Loss of Workers

Poor welcoming of customers leading to low customer turnover. This will cause loss of
waiters since the waiters will be there but no customers and it will cause them to go and look
for a job in another hotel.

2.2.4 Low Productivity

There will be low production for food and beverages in the hotel because there will be low
turnover of customers.

2.3 TO DETERMINE PREVENTIONS OF POOR WELCOMING OF

CUSTOMERS
2.3.1Employing Skilled Workers

When employing workers, employers should put into consideration the type and level of
skilled worker is. This will make good service to customers and this will increase customer
turnover.

2.3.2 Employing Enough Workers

When employing workers, the management should consider the size of hotel. The larger the
size of hotel the larger the number of workers and the smaller the size of the hotel the smaller
the number of workers.

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2.3.3 Approaching the guest as soon as possible

As soon as the customer enters the hotel, waiters in charge should approach him or her and
welcome them to the hotel. Employers should direct the customers and help them sit. This
help to prevent customers from waiting for long time.

2.3.4 Avoiding Laziness and Reluctance

During the work hours, workers should be ready at all times.

They should not be in groups or involved in other activities like phones or idling during work
time.

2.4 TO ESTABLISH MEASURES TO BE TAKEN ON POOR ELCOMING OF

CUSTOMERS
2.4.1 Coming up with a learning institution

By coming up with a learning institution where employers can get knowledge and skills.

2.4.2 Employing Enough Workers

Having enough employees in the hotel will help to solve the problem of poor welcoming of
customers. This will be done by assigning each worker on his or him particular place and on a
particular task.

2.4.3 Avoiding Reluctance

Workers should be alert and on their toes at all times. This will help to solve the problem of
being lazy during working hours hence help to notice when the guest has just walk into the
hotel and attend to them.

2.4.4 Motivating Workers

Through motivating workers gets morale when doing their work.

When serving customers with good morale and good attitude this will attract many customers
and encouraged them to come back and leading to increase profit.

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SUMMARY

In summary, the problem of poor welcoming of customers should be corrected with

immediate effect. Measures and preventions of poor welcoming of customers into an
establishment should be done as soon as possible to prevent losses in the hotel.

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CHAPTER THREE
3.0 RESEARCH METHODOLOGY
3.1 INTRODUCTION

In this chapter, the researcher points out research design, area of the study, target
population, sampling size, source of data, data collection and data analysis.

3.2 AREA OF STUDY

The research will be conducted in Migori county. It is located in sugar belt wetlands of
western Kenya. The county is made up of eight constituencies.

Migori county is found on the Southwestern, within the former Nyanza province. It borders
Homabay county to the North Kisii county to the North East.

3.3 RESEARCH DESIGN

The research will use qualitative and quantitative to collect data from selected establishments
and analysis with guidance of research questions. There will be also use of survey design
which enable the researcher to have records on strategies put in place for quality welcoming
of customers in Three Star hotel.

The researcher target population is a large group of individual events or object that have
common observable characteristics that the researcher would have to major on.

The target population will be business people and other establishment located around.

Name of Hotel Population Target

Calabash Hotel
Florence Hotel
Vannah Hotel

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3.4 SAMPLING DESIGN

The sampling method that the researcher used was random sampling. The researcher wrote
the names of targeted population on a small paper and were folded. The researcher will
therefore collect three papers randomly and out of picking the following hotels were selected;

1 Calabash Hotel

2 Florence Hotel

3 Vannah Hotel

Random sampling was used as a sampling procedure to avoid biasness on choosing research
samples.

3.5 INSUREMENT FOR DATA COLLECTION

The researcher will ask the permission from the hotel departments and the selected
respondents to collect data from them. The researcher can employ use of questionnaires and
thereafter collect them immediately after responding to the questions. The researcher may
give more explanation that the respondents may find difficult to give an answer.

3.5.1 QUESTIONNAIRE

The researcher used questionnaires to collect data. The structed and the unattracted
questionnaires which was derived from the objectives of the study was also put in use. The
questions were given directly to the respondents by the researcher. This method was used
because it was easy to formulate and at very low cost.

Due to the fact that the respondents were given time to come up with the answers, it also
gives the researcher a clear chance to carry out research and other activities and by doing so,
the researcher was able to analyse the information using qualitative and quantitative analysis.

The researcher used two types of data collection;

Primary Data Sources and Secondary Data Sources

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3.5.2 Primary Data Collection

The primary method of data collection that was used by the researcher was use of
questionnaires which was given to the respondents in the hotel.

3.5.3 Secondary Data Collection

The secondary data collection to be used by the researcher will be journals, newspapers,
articles, internet, past research both published and unpublished.

3.6 DATA ANLYSIS METHODS

The researcher grouped the row data, edited it and analysed qualitative using pie charts,
graphs and tables.

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CHAPTER FOUR

RESEARCH FINDINGS AND DISCUSSIONS

4.0 INTRODUCTION

This chapter the researcher presented analysis and discussions of the data captured from the
field survey as per the responses that were given by the respondents. The study was to
determine the problem of poor welcoming of customers in hotels in Migori town. The
researcher discuss the findings based on the objectives that is;
Causes of poor welcoming of customers, effects, measures and preventions to poor
welcoming of customers.

4.1 CAUSES OF POOR WELCOMING OF CUSTOMERS IN HOTELS

During the research, the researcher got the answers from the respondents and presented it in
the table bellow

RESPONSE NO. PERCENTAGE

CAUSES
YES 1 8.3 %
Untrained Employees
YES 3 25%
Few Workers
YES 6 50%
Reluctant of workers
NO 2 16.7%
Long-time waiting
N=12 100%
TOTAL

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4.2.1 A PIE CHART SHOWING MAJOR CAUSES OF POOR WELCOMING OF
CUSTOMERS IN HOTELS.

CAUSES

1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

4.2.2 EFFECTS OF POOR WELCOMING OF CUSTOMERS IN HOTELS

During the study, the researcher interviewed the managers from their hotels, two waiters and
one security officer from each hotel. The researcher presented the data that he got over the
effect of poor welcoming of customers.

EFFECTS RESPONCES NO. PERCENTAGE

YES 6 50%
Loss of Customers
YES 3 23%
Low Profit
NO 2 16.7%
Low Level of Productivity
YES 1 8.3
Loss of Workers
N=12 100%
TOTAL

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 Series 1
60

50

40

30

20

10

0
Category 1 Category 2 Category 3 Category 4

Series 1

The effect of poor welcoming of customers in the hotel. The loss of customers is the major
effect presented with the highest percentage of 50% followed by loss of profit which is
presented by 28%, Low levels of productivity 16.7% and loss of workers 8.3%.

4.2.3 PREVANTIONS OF POOR WELCOMING OF CUSTOMERS IN HOTELS

The researcher was able to get the responses over the preventions of poor welcoming of
customers in the hotels. He therefore presented the data in the table below.

PREVENTION RESPONSE NO. PERCENTAGE

YES 2 16.7%
Employing Skilled workers
8.3%
Employing Enough Workers 1
NO
YES 6 50%
Approaching customers as soon as
possible
YES 3 25%
Avoiding laziness and reluctance
N=12 100%

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 Series 1
60

50

40

30

20

10

0
Category 1 Category 2 Category 3 Category 4

Series 1

4.3 PREVENTIONS

The above table and bar graph both show major preventions of poor welcoming of customers
in the hotels. The major prevention is approaching the guest as soon as possible with 50%
followed by avoiding laziness 28%, employing skilled workers 16.7% and finally enough
workers 8.3% respectively.

4.4 EDUCATION BACKGROUND

GENERAL MANAGER

The researcher interviewed the manger from the three hotels. The researcher concludes that;
both managers were diploma holders and therefore have a good experience on management.

WAITERS

During the research, the researcher was able to collect information on poor welcoming of
customers in the hotels. Two waiters were questioned from three hotels. Waiters from both
of the three hotels were all certificate holders in food and beverage service and therefore they
had enough knowledge and skills.

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SECURITY OFFICERS

It is most important to consider the security officers at the establishment gate since they are
the first people to interact with the customers into the establishment. The level of education
of these officers also matters. During the research, the researcher was able to interview the
security office from each hotel and he concluded that they both had KCSE certificate and
could handle guests with a lot of car

WORK EXPERIENCE

The working experience of the respondents was analysed and concluded that they had worked
for more than five years in different hotels and the researcher and hence having experience in
their field of work.

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 CHAPTER FIVE

SUMMARY

Poor welcoming of customer to the management is a very common problem in most hotels.
To manage this condition, it will require both management and staffs to cooperate. If the
condition is not looked onto earlier, it may lead to the establishment losing customers which
may further lead to low profit to the management.

5.0 INTRODUCTION

During the research, the researcher indicates that tis chapter contains brief summary of
findings, conclusions and recommendation of the study

5.1 SUMMARY

From the data collected and analysed, the following are the major findings of the study;

Poor welcoming of customers into the hotel is a problem that commonly affect most of the
hotels nowadays.

Hotels in the recent have reached very low number of trainings of the employers.

Customers are given cold welcoming, wearing sad faces, and lack of skills while attending
customers.

Since the turnover was low, the management was advised to employ skilled employees who
can give quality services to customers

5.2 CONCLUSONS

Poor welcoming of customers in the hotels. The first objective was training workers. Before
hiring workers, the employer should consider the level of their skills. Hiring skilled workers
is important since service offered will be of high quality. Another objective is to find out
effect of poor welcoming of customers in the hotel and how they affect the management and
to establish measures of poor welcoming of customers.

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5.3 RECOMENDATON

2 Investigation should be done to ensure that employees are not just relaxing and being lazy
around to help satisfy customers’ needs
3 Customers complaints should be adhered to as this may be used to solve the establishment
problems and hence help to improve the customer turnover. This helps to improve sales.
4 Employees should be alert all the time so that they can see as soon as they arrive. This
will help avoid customer waiting for long time to be attended hence helps improve levels of
service offered.
5 The management should deploy more strategies to meet employee’s motivation more than
training programmes.

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REFFERENCES

1 D.D.K (2008) Human Resource Management

2 Albert M. (1998) Historical origin of food preservation
3 Rose and William (2008) economic information on food storage
4 Marry Lee (1999) principal of management
5 Joseph ‘D’ (2003) Home Science book 1 & 2
6 John Lungai (2003) Longhorn book 4
7 Ken K. and Marry Anne (2004) East Africa Publishers revised syllabus
8 Jane and Nova (2004) proper food storage

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APPENDICS

QUESTIONNAIRES

Dear Respondent
I’m a student at Rangwe Technical and Vocational Centre taking certificate in food and
beverage management. I’m carrying out research on CONSEQUENCE OF POOR
WELCOMING OF CUSTOMER TO MANAGEMENT IN THREE STAR HOTEL. The
questionnaires are to collect data mainly for academic purpose and all information will be
highly appreciated. Thank you.
Please don’t write your name, tick where appropriate

1 What is your gender?

MALE

FEMALE

2 What is your marital status?

SINGLE

MARRIED

3 What is your level of education?

PRIMARY COLLEGE

SECONDARY UNIVERSITY

What is your age group?

18 – 25 41 – 50

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26 – 30 Above 50

31 – 40

MANAGER
1 What are the causes of poor welcoming of customers to the management of the
hotel?

Untrained workers

Lack of enough workers

Reluctance and laziness of workers

2 What are the effects of poor welcoming?

Low turnover of customers

Low levels of profit

Low sales

3 How does low turnover affected the daily productivity of establishment?

Decrease of production level

Does not affect the production

WAITERS
1 What motivates you to work with this establishment?

Favourable working condition

Better Pay

22
2 Have you ever received any training since you joined this establishment?

YES

NO

3 Are you comfortable the salary paid?

YES

NO

4 In case of turnover, does it affect your morale of service?

YES

NO

SECURITY OFFICER

1 Are you comfortable with the salary being paid here?

YES

NO

2 What are the problems you are likely to face?

Bad weather

Long working hours

23