Role of Managers and Staff in Achieving Customer Care And Satisfaction in the Hotel Industry. Case Study of Equatoria Hotel.

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Kampala International University, College of Economics and Management Sciences .
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 property.
A research dissertation submitted to the College of Economics and Management in Partial Fulfillment for the Requirements of the Award of Bachelors Degree of Tourism and Hotel Management at Kampala International University.
Customer Care, Role of Managers, Staff, Hotel Industry, Equatoria Hotel