Operation strategy and performance in the Hotel Industry: A study of Hotels in Nairobi, Kenya.

Abstract

The purpose of the study was to establish the influence of an operations manager on performance in the hotel industry in Nairobi, Kenya. The objectives of the study were to determine the operation strategies adopted by hotels in Kenya; to investigate if the operations strategy is dependent on star classification and to establish the relationship between operations strategy and performance in the hotel industry in Kenya. The study utilized a survey design. It employed face to face interviews and semi structured interviews as tools to collect data. The study reveals that most hotels have incorporated the operations management department which largely contributes to the overall performance of the hotel. At the same time strategies such as consumer segments, emerging markets, business model and quality service delivery are applied. Both financial and non financial measures are used by the hotels in determining the extent of performance. The operations strategies in the hotels are changed oftenly mostly by the management. The management should consider involving the other staff in the drafting of the strategies and in their amendments too. This ensures that all the staff are involved in ensuring that better performance results are achieved.