Influence of customer care services on organizational performance: the case of Gracia Gardens Hotel, Nairobi-Kenya

Abstract

The purpose of the study was to establish the influence of customer service on organizational performance of Gracia Gardens hotel within Nairobi, Kenya; The objectives of the study were to determine how communication influences the organizational performance; to examine how time taken by customers before being served influences organizational performance; to determine how staff etiquette influences the organizational performance and to examine the extent to which customer care training influences organizational performance of Gracia Hotel. 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, for communication policies to be effectively implemented those affected who are largely the customers and employees should be involved by inviting them to a meeting. At the same time, the type of food and machines/manpower are the main determinants to the time taken before serving the customer. The researcher also recommends that organization should enhance customer service through maintaining the appropriate dressing code within their business environment. In addition, the management of different firms in hotel industry should consider frequent training of employees on customer services. Hotel companies should also employ effective employee etiquette as manifested by mutual respect among all stakeholders. The hotel businesses should also consider employing mechanisms of improving on efficiency though reduction of time spent to serve the customers. All the above will enhance performance in the hotel industry.