EKSU Journal of the Management Scientists

Guests’ Perception of Hotel’s Image in Ilorin Metropolis, Nigeria: The Role of Employees’ Performance

Abstract

Of the several factors that contribute to guests’ perception of hotel’s image, employees’ performance is rarely discussed. On this premise, this study explored guest perception regarding the impact of employees’ performance on the image of hotels in Ilorin metropolis. It adopted a descriptive research design, and data were collected through objective and structured procedures. The accessible population were guests in 3 major hotels in Ilorin metropolis. Due to the infinite population size, 120 questionnaires were distributed (40 per hotel) using simple random sampling. Data were analysed through relative frequency analysis. The findings of this study indicate that employees’ performance in hotel could control the hotel’s image and aid its marketing. Employees’ performance can equally improve the patronage of the hotel as it reflects hotel value thereby enhancing customer loyalty. The paper draws conclusions and identify the guest perception on the influence of employees’ performance on hotel image and gives signal to the human resource management of the hospitality industry to take remedial actions on the overall practice of performance on marketing of hotel image in order to minimize those factors leading to negative perception of guests. This study recommended that the management of hotels should put in good efforts in the recruitment of qualified employees, as this will influence the effective performance and productivity of the employee, and the hotel at large