Diploma project for hotel and tourism management

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this is not a complete paper/project but at the end of the page you will get my details.contact me for a full paper

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Diploma project for hotel and tourism management

  1. 1. CHAPTER ONE. INTRODUCTION. 1.0 Overview 1.1 Background. Traditionally the role of security has been viewed as a low skilled guarding function and it is only in the last decade that security membership of association such as the British Security Industry Association (BSIA), American Security Industries Association (ASIA) and the provision of degree level training has began to drive security management to status of profession (Gill, M.N, 1994). Moreover, the role of the security personnel in the hospitality Industry has been through a process of rapid transformation. Managers in the Hospitality Industry and hotels in particular have also seen significant change in the Management skills and function required of them over the last decade. Research by Guirrier and Gilbertr (1997) demonstrates how management within the hospitality industry has shifted from an operational to a business focus. The result of this change is an apparent shift in attitude by many hotel managers who now view themselves as predominantly “business” managers rather than “hotel professionals”. (Gilbert and Guerrier, 1997, p.125)
  2. 2. • • • • • • • • • • • • • • • • • • • • • • • 1.2 Problem statement The hotel environment is one in which is difficult to make completely secure because if the industry is situated around a small village or town we may have some factors such as political and social factors that the hotel has no control over and it may in return affect the hotel in general. In case of a 24 hour work of a hotel there is no need for any padlock that is found in most of business areas or offices. Moreover hotel operators deliberately set out to create the atmosphere for a safe place hence people tend to lower their guard since a hotel is a public place and people can come in or out; therefore besides being hospitable the security personnel tends to prevent any issues or problems. The unique range of crimes experienced by hotels, crimes may be committed against the hotel by its customers, staff or external offenders. The victims may include staff, guests or the business. Hence it’s very important to ensure maximum security and ensure maximum hospitality standards. 1.3 Purpose of the study. The purpose of the study is to identify the nature of security issues and how security personnel in the hospitality industries deal with it. 1.4 Research objectives 1.4.1 Specific objectives To investigate the challenges facing security personnel in the hospitality industry To identify the types of criminal activities in the hospitality industry and how security personnel handle them To examine the role of security in production of services in the hospitality industry. 1.4.2 Research questions What is the role of security in the production of service in hospitality industry? What are the types of criminal activities and how do security personnel handle them in the hospitality industry? What are the challenges that security personnel face when going about with their duties in the hospitality industry? 1.5 Justification framework. The hospitality industry prides itself on its friendly, welcoming attitude to its customers. Indeed, hotels epitomize the concept of a “home-fromhome” with their “open-door” approach offering comfort, convenience and privacy to the guest. Yet crime impacts on hotels as it does every other business, and the effects can be damaging both to business profitability and staff morale. Hotels face a contradictory problem of encouraging guests on the one hand, to use the hotel as a second home, while, on the other hand securing it against a wide range of criminal activities. Unlike other businesses where restricting access with overt security is an option, hotels invite people in often 24 hours a day and encourage them to treat facilities as if they were their own. With these situations it is impossible to provide security while at the same time offer high standards. This will obviously pose challenges to the security personnel in the hospitality industry 1.6. Importance of study The aim of the study is to ensure security in the hospitality industry. This will help curb theft and will ensure safety of the guest’s property and the industry at large.
  3. 3. • • • • • • • • • • • • • • • • • • • • • • 1.7 Limitation of the study. The length of time for this study is limited; the time cannot allow this research to be conducted conclusively. Funding for this research is from personal funding which is very scarce. 1.8 Scope of the study The study will deal with the challenges facing security personnel in the Tourism and Hospitality industry of three star hotels in Kisumu Town of Kisumu County and in Kenya. The study adopted a case study in three star hotels in Kisumu. The study will target a population of 68 employees whose sample of 34 respondents was identified 50% of the population earmarked for the study.
  4. 4. • • • • • • • • • CHAPTER TWO LITERATURE REVIEW 2.0 Overview Research on the challenges faced by security personnel within the hotel industry is extremely scarce and this reflects a general lack of research on the role of the security personnel across all the hospitality industry. In the 1970s when hotels started the security department, their main objectives for security guards was to keep prostitutes and terrorists out. Most security managers reported to the general manager irrespective of their own position within the organization. Some are ranked as senior managers and this perhaps reflects a general problem with the security field that security is often viewed as a core function of the organization. As senior managers most of the security managers chase to do “duty management” and therefore closely related to the general management duties rather than having an exclusive security role. The role of the security personnel within hotels was diverse (Graham 1987) along with the traditional security function of guarding and prevention of losses to the company or its guests. Most of the specialized security manager had additional responsibilities. Many of these managers were responsible for duty management and security investigation. Many of these activities were the joint responsibility of the manager and other departments, while others were regarded as “bonus” activities that were not officially a part of the job specification but were voluntarily adopted. Security is a lot more accepted in hotels now than it was 20 years ago. This is because it has become part of life and surveillance cameras can be found in many shops and stations. According to Graham, (1987), most people nowadays do not complain about cameras in hotels, and when they do it usually means they have something to hide which is the general option among the research personnel. Moreover, behavioral strategies also include the behavioral modification of guests to increase their security. Guest education has become an important consideration (Donoho 1993a). Organization such as American Hotel and Motel Association offer printed materials to be distributed at the front desk. Some hotels have begun to provide their own security information in guest rooms (Bach, 1996). These brochures instruct guests about common sense practices to follow. Suggestions such as not opening the guest door without being certain who is on the other side, calling the front office to verify that an employee was sent up to the room when the guest has not asked for any requested service, taking precautions about showing large sums of money or jewellery in public and getting direction prior to leaving the hotel in order to travel only in areas considered safe. When properly presented, guest education actually make guests feel more secure. It implies that the hotel gives high priority to their security.
  5. 5. • • • • • • • • • • • • • • • • • CHAPTER THREE METHODOLOGY 3.0 Overview. As already stated, the purpose of this study is to identify the security issues and how the security personnel deal with them. To achieve this qualitative data from a variety of primary and secondary data will be used during the research. 3.1 study area The study area for this research will be in Eldoret. Three star hotels typically have high or average room rate and are visited by major market segments. These hotels are selected specifically because they provide examples of hotels in high traffic tourist destination with relatively sophisticated security procurements. An understanding of security issues in these hotels may provide valuable insight into the issue in general 3.2 study area Various methods will be used in preparation of the research work and data collection will be involved in the research for security in hospitality industry. 3.3 Target population The study area will be in Kisumu region and the target population or the personnel involved will be the front office managers, security personnel, pagers and the house keeping department at large. 3.4 Sample design 3.4.1 The sample size. The sampling technique that will be used will be probability sampling due to a reasonable number of hotels that represent the security personnel selected. The hotels that will correspond to the number will be selected and included in the sample. 3.5 Data collection. Both primary and secondary data will be collected
  6. 6. • • • • • • • • • • • • • • • • • CHAPTER THREE METHODOLOGY 3.0 Overview. As already stated, the purpose of this study is to identify the security issues and how the security personnel deal with them. To achieve this qualitative data from a variety of primary and secondary data will be used during the research. 3.1 study area The study area for this research will be in Eldoret. Three star hotels typically have high or average room rate and are visited by major market segments. These hotels are selected specifically because they provide examples of hotels in high traffic tourist destination with relatively sophisticated security procurements. An understanding of security issues in these hotels may provide valuable insight into the issue in general 3.2 study area Various methods will be used in preparation of the research work and data collection will be involved in the research for security in hospitality industry. 3.3 Target population The study area will be in Kisumu region and the target population or the personnel involved will be the front office managers, security personnel, pagers and the house keeping department at large. 3.4 Sample design 3.4.1 The sample size. The sampling technique that will be used will be probability sampling due to a reasonable number of hotels that represent the security personnel selected. The hotels that will correspond to the number will be selected and included in the sample. 3.5 Data collection. Both primary and secondary data will be collected
  7. 7. • 3.5.1 Primary data. • It will include the questionnaires; both closed-ended and open-ended questions. Open-ended will be used to get intensive and extensive information. Interview schedule will also be used to collect data. Personal interviews with the security personnel will be carried to probe for more information. • 3.5.2 Primary data. • It will be collected from published materials such as magazines, internet, libraries, newspapers and journals. • 3.6 Data analysis • The data collected will be analyzed by the use of a computer program. • Conceptual framework • Independent Dependent • Security Personnel
  8. 8. • Call 0720293350 for a complete download of the project • Or mail me waihenya009@gmail.com

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