ASSESSING THE IMPACT OF QUALITY ASSURANCE IN THE HOSPITALITY INDUSTRY (A CASE STUDY OF MARIAM HOTEL, TAMALE)

ABSTRACT

Hospitality business currently characterized by presence of many hotels which present a wide range of quality service to their customers. There has been rising demand for hotels services in Tamale as more and more visitors are attracted to the town through tourism, business, educational exchange programmes, sports, invitation and exploration for foreign investments opportunity. These people can be tourists, excursionist, residents and non-residents which will require them accommodation. Travelling will be incomplete in the absence of accommodation in the hospitality industry. To this effect the aim of the study was to find the satisfaction level of the customers regarding the quality assurance provided by Mariano Hotel in Tamale Metropolis. The study adopted was non-probability sampling techniques in carrying out this work. And both accidental and purposive sampling were used. The methodology employed was a structured questionnaire and interview to assess the information from customers and management respectively. The major findings of the study revealed that (95.0%) agreed that reliability of service was excellent in Mariam Hotel. Also, the study was revealed that (95.0%) customers have agreed to re-visit Mariam Hotel because of their quality services provided to them. Finally, the study further revealed that Mariam hotel train their staff and medically examine them once a year. A percentage response evidence of (80%) and (60.0%) respectively. Based on this, conclusions made about results shows that ensuring quality is great important to customers and brings growth to the hotel business in Mariam Hotel and thereby brings cash inflow to the economy through tourism. However, recommendations were made that management should improve the customer/employees relations. Training of hotel staff and medical examination should be done at least quarterly  and or semi-annual to keep them abreast with skills.