An Analysis of Internal Communication Practices in the Hospitality Industry. A Case of Five Star Hotels in Nairobi County

Abstract

Effective internal communication is important in the hospitality industry. Hotel establishments should practice effective internal communication, which increases employee satisfaction, productivity, performance, and motivation, customer satisfaction, and business profitability. This study sought to investigate internal communication practices in the hospitality industry, specifically in five-star hotels within Nairobi County. The study objectives were to analyze communication channels and tools used in hotels, investigate information and communication flows, and investigate the role of internal communication on employee job satisfaction in the hospitality industry. The study was grounded in systems theory. Descriptive research design was employed in this study. A mixed methods approach was used to address the research objectives using both qualitative and quantitative research approaches. The employees and managers of the front office and food and beverage service departments were the target population of this study. Purposive sampling was used to select the participants and respondents for this study. Interview schedules were used to collect qualitative data from managers through key informant interviews, while questionnaires were used to collect quantitative data from employees. Descriptive analysis was used to analyze quantitative data and present it in the form of descriptive statistics using frequencies, percentages, and means. Quantitative data was presented in the form of tables, bar charts, and pie charts. During the analyzing process, Thematic analysis was used to determine qualitative data. A narrative form was used to present the results. The findings revealed that communication channels were effective and that written communication was the most preferred form of communication. Additionally, the findings revealed that emails, WhatsApp, newsletters, and notice boards were the most commonly used communication channels. Downward, upward, and horizontal information and communication flows were effective and ensured there was effective one-way and two-way communication in the hotel establishments. The study also established the role of internal communication on employee satisfaction as follows: it boosts coordination of work amongst employees and keeps them informed about what is taking place in the hotel; it makes it easy for hotel employees to gather feedback from hotel guests and managers; it facilitates effective productivity of employees and the hotel at large; it enables employees to share their opinions and challenges; and it empowers employees with information about the hotel's organizational policies, strategies, core values, mission, and vision. Finally, the study found a direct relationship between internal communication and employee job satisfaction and that internal communication affects employee job satisfaction. The study found that if internal communication is effective, employees are satisfied with their jobs, perform better, customers receive quality services, and therefore there is an increase in business profitability. Consequently, the study recommends that five-star hotel establishments should give appraisals to employees based on their job performance because, through appraisals, employees get motivation, and it is also important for the growth of employees and the hotel as a whole. The study recommends that hotel management should ensure that there are effective internal communication practices in the hotel establishments, as this will ensure that hotel operations and functions are well run and that both employees and customers will be satisfied with the hotel. The study also recommends five-star hotels carry out employee surveys, as employee surveys assist the management of hotels in gauging employee satisfaction towards their work and their attitudes and opinions towards their work. Further studies should be undertaken on the analysis of external communication practices in the hospitality industry.