The Impact Of Staff Recruitment And Training On Service Delivery (A Case Study Of Kogi Hotels, Lokoja Kogi State)

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The Impact Of Staff Recruitment And Training On Service Delivery (A Case Study Of Kogi Hotels, Lokoja Kogi State)


Abstract


This research assessed the impact of staff recruitment and training on service delivery using kogi hotels, Lokoja as a case study. It has been observed that most managers of organizations are not committed to the task involved in recruitment of staff and training process in service delivery and those who realize the need for it lack the basic skills and techniques required. The objective of this research is to examine and analyze the various quality of leadership and certain basic pattern of supervision that may help in the recruitment of staff and training on service delivery. The method used in collecting data was mainly primary and secondary data and questions which were administered to four departments in the hotel. These were analyzed by simple percentage method. It was discovered from the findings that the way and manner employment is carried out through patronage show that the hotel advertisement and impartial solicit application should be used to secure workers for employment. At the end of the research work, the researcher recommended that emphasis be placed on compliance with the objectives of recruitment as well as selection policy of the hotel.

 


Table of Contents


Preliminary Page(s)

  • Title Page
  • Declaration
  • Approval
  • Dedication
  • Acknowledgement
  • Abstract
  • Table of Content

Chapter One:

Introduction

  • 1.1 Background of the Study
  • 1.2 Statement of the Problem
  • 1.3 Objectives of the Study
  • 1.4 Significance of the Study
  • 1.5 Scope and Limitations of the Study
  • 1.6 Definition of Key Concepts
  • 1.7 Organization of the Study

Chapter Two:

Literature Review

  • 2.0 Literature Review
  • 2.2 Selection
  • 2.3 Method of Recruitment
  • 2.4 Job Description
  • 2.5 Job Specification
  • 2.6 Identification of Vacancies
  • 2.7 Determining of Quality of Staff Needed

Chapter Three:

Research Methodology

  • 3.1 Research Population and Sample
  • 3.2 Research Design and Approach
  • 3.3 Method of Data Collection
  • 3.4 Administration of Instruments
  • 3.5 Method of Data Analysis
  • 3.6 Problems of Methodology

Chapter Four:

Data Presentation and Analysis

  • 4.1 Presentation of Data
  • 4.2 Analysis of Data
  • 4.3 Test of Hypothesis
  • 4.4 Discussion of Findings

Chapter Five:

Summary, Conclusion and Recommendations

  • 5.1 Summary
  • 5.2 Conclusion
  • 5.3 Recommendations
  • Bibliography
  • Appendix

 


Chapter One


Introduction

1.1 Background to the Study

The background of the study can be traced back to the colonial era during the administration OF Lord Lugard. Formally, Kogi Hotels was known to be a catering rest house meant for public servants and other traveling. By then, no amount of money was been charged for the service rendered.

The catering rest house were been established in all the district of the then northern region.

Before the creation of Kogi State, the rest house is been controlled and governed by Kogi local government in 1991 when Kogi State was created, the catering rest house was changed to Kogi hotel and at same time handed over to Kogi Hotel and tourism board.

After the hotel and tourism board, it was fully commercialized in such a way that charges are collected for service been rendered to customers, this serves as their main sources of revenue to settle or pay the salary of the staffs.

In September, 1994, the hotel was contracted out to a private hotel management called the debras hotel and later returned to Kogi hotel after two years and up till now, it is been managed as a public limited liability company (PLC).

The staff strength of Kogi hotel presently is thirty (30) including both the senior and junior staff of the hotel.

The total which was located in Kogi State was created along with eight other decree of 37 of 27th August, (1991), it was exercised from Kwara to the west and Benue state to the east, Kogi State most centrally located of all the state of the federation it share common boundaries with Niger, Plateau and the federal capital territory to the north tot eh east the state is bounded by Benue and Enugu to the south, Edo and the west by Ondo/Ekiti and Kwara state.

The state comprises of the Igala, Ebira, Okuns, Bassa, Nupe as the major tribes and other small ethnic groups of the Ayere, Oworo, Ogori, Kakanda making it very heterogeneous.

The state is blessed with abundant human and mineral resources, including iron ore, marble, limestone’s and mica.

According to the fact sheet on Kogi State, the provision of the census result released in (1991) by National Population Commission Kogi State has a population of 2, 099, 040. It is made up of twenty one local government areas and as a land mass area of 1,944,267 hectare.

The state has two main seasons that is, wet and dry. It enjoys wet season from late March to end of October.

The major occupation of the people are farming, fishing and trading. The state endowed with abundant natural resources. The cultural life of the people is a clear manifestation and the reflection of the divergent heterogeneous culture groups.

The administration of the state took off with the appointment of Col. Danladi Zakari as the first military administrator to pilot the affairs of the new state.

From 1991 to date, the state has had two civilian administrator of Prince Abubakar Audu, four military administrator Co. Zigu Lasa Afakiria, Co. Augustine Omeruo, Alhaji Ibrahim Idris and Capt. Idris Wada who is the current governor of the state.


1.2 Statement of the Problem

The fact must be recognized that the success of any organization is largely dependent up the recruitment of staff and training process in service delivery.

No one would deny the clear importance of recruitment of staff and training process in service delivery in an organization, it is disheartening to note that recruitment of staff and training process in service delivery are relegated to the background in most public cooperation in Nigeria very little attention is given to recruitment of staffs and training process in service delivery.

Managers of these organizations are not committed to the task involved in recruitment of staff and training process in service delivery and those who realize the need for it in this organization lack the basic skills and techniques required in it.

In fact, one is seriously touched with the ways and manners our public cooperation are being managed.

Many of these operations have failed to meet the expectation of the people because of apparent mismanagement. Even any managers have been having notion that they pay their workers but they refuse to work. These problems and many others have led to the non-performance of most cooperation with some negative multiplier effect.

When one evaluate the recruitment of staff and training process in service delivery in Kogi State hotel and in Nigeria at large in terms of its general administration, the major product of this project one can not deny the fact that the project has performed to a reasonable extent, however, when compared with similar establishment, there is still room for improvement in all its areas of operation.

This study is designed to investigate the various recruitment of staff and training process in service instruments employed by the management of Kogi State Hotels, Lokoja.


1.4 Objectives of the Study

Available information show that right from the time of Lord Lugard, Kogi State is one of the best and recognized catering rest house in Nigeria, therefore, the establishment of Kogi State hotel development by these countries.

Thus, the substantial effort made in the management of the hotel, the administration and operational performance necessitates that, the recruitment of staff and training process in service livery will be important, if the nation or state is ever to benefit from the hotel.

It therefore the aims of this study to:

  1. Examine the motivational instruments employed in the management of Kogi State Hotel Lokoja.
  2. The role management has to play to effectively motivate the workers.
  3. Examine and analyzed the various quality of leadership and certain basic pattern of supervision that may help in the recruitment of staff and training on service delivery
  4. To explain how incentive to workers may motivate them to put in their best e.g. giving of loan, promotion, training, helping with the problems of workers giving the accurate health care etc.

1.5 Significances of the Study

This study is considered valuable not only to the organization under study, but most importantly, the study is useful to the research and other scholars in search of knowledge.

Therefore, this study will help the employer of labour who may not be aware of the measures they should employ when trying to recruit or stimulate their workers to work effectively.

The recommendations made will be based on the findings of this research the belief of the researcher is that, implementation of such recommendations will be useful in the management of the organization under study and other cooperative efforts that have defined objectives to achieve.

This study is considered significant because it is the part of requirement for the award of National Diploma in Public Administration, a certificate which the researcher considered to be valuable to their life.

Finally, the study will serve as a reference test for others scholars and professional who might be interested in the subject matter of this research and other issues relating to the management of government establishment.


1.6 Scope and Limitations of the Study

The study will be limited to the requirements and selection of all categories of staff, it will focus as to necessity, on how the organization goes about identifying vacant position. The focus is on Kogi Hotel, whose duties included, recruitment and selection of staff for the Kogi hotel.

There is hardly a research work or any giving assignment without initiations one of the difficulties experienced in this research work is lack of sufficient fund to carry out the studies. Another problem the research faced during the research project of the nature without much to do, much still, is that the researcher were not allowed access some of the classified material needed for the investigation since we were tagged intruders.

The third limitations is that Kogi State polytechnic is not having a standard library where we could find out fact or data pertaining to the research work, the school happen so, this limited the ability of the student to find out enough fact from the library in addition there is no standard library in Lokoja at large where seminar papers. Encyclopedia and other relevant materials could be found.


1.7 Definition of Key Concepts

This study will be limited to the recruitment and selection of all categories to staff will focus as to necessity on how the organization goes about identifying vacant position.

The focus on Kogi hotel whose duties included; recruitment of staff and training on service delivery for the Kogi hotel.

Incentives:

The element in the environment which help to satisfy drives or controlled by external agents e.g. an encouragement to greater activity like giving leave, promotion, training, increase wages etc.

Motivation:

It is that which urges a person to act in a certain way.

Work:

The use of bodily or mental powers with the purpose of performing a job

Employer:

Person who employ other for wages or salaries

Wages:

This is the payment to labour for it assistance to production these payment are made according to time, rate, weekly, daily, monthly or even according to the unit produced.


1.8 Organization of the Study

The project is therefore arranged in sequential order hence, the whole project has been divided into five chapters as follows:

Chapter one deals with the introduction or recruitment of staff and training on service delivery with reference to Kogi Hotel, the purpose of study, the scope of study, research methodology and the limitations.

Chapter two deals with literature review, review of relevant literature.

Chapter three, embodies the research population and sample, research design and approach, method of data collection, administration of instrument, method of data analysis, problem of methodology.

Chapter four, deals with data presentation and analysis of data, test of hypothesis where (applicable) discussion of findings.

Chapter five, it deals with summary of findings, conclusions, recommendations, bibliography references.


Chapter Five


Summary, Conclusion and Recommendations

5.1 Summary

This study has been undertaking to identify staff recruitment and selection into the Kogi Hotel and to arrive at finding, research questionnaire was designed towards this end the work is carried out to investigate staff recruitment and selection into Kogi Hotel. To get accurate information about this, questionnaire method was employed to solid view of respondents.

The response rate is high because this is revealed in table 4.1 sixty respondents representing 67% returned their questionnaire. This is out of eighty questionnaire distributed.

More so, selection in the Kogi Hotels is usually based on job description and specification. This is equally supported by the respondents representing 50% of the respondents. Further more short listing of candidates for interviews for appointment to the hotel is based on merit as supported by forty respondents representing 66.66% in table 4.3 while 4.4 show that thirty respondents representing 50% affirms that political consideration and tribal sentiments play a lot in the selection of candidate to Kogi Hotel but on table 4.5, 24 respondents representing 40% disagreed with the contention that skill and ability to work are some of the factors considered in the recruitment and selection for the staff into the Kogi Hotels and to crown it all, 30 respondents representing 50% are with the view that quota system is a criteria used in the recruitment of staff into Kogi Hotels and to crown it all, 30 respondents representing 50% are with the view that quota system is a criteria used in the recruitment of staff into Kogi Hotels.


5.2 Conclusion

The unique opportunity at the disposal of the researchers on this topic that is, recruitment has afforded as an ample opportunity to acquaint ourselves with the recruitment procedure being adopted out within Kogi Hotels. It has also afforded the researchers the opportunity to interact freely with the people of various cadres from the lowest to the highest echelon in the structures of the organization fro what the researchers have been able to carry out there is no doubt in our mind that the predicament starting the hotel in the face are not confirmed to recruitment and selection solely with myriad of problem conforming the organization are not conceptual but influence of chief executive of ministries always considered in the recruitment and selection of staff by the hotel. Political consideration and tribal sentiment play a lot of role in the selection of candidate for appointment to the hotel. All in all patriotism should be the watch word in the scheme of things instead of self contentedness.


5.3 Recommendations

During the period of this research, the researcher discovered some anomalies which would likely to put on record in form of our recommendations to be taking into consideration during the process of recruitment and selection of candidates for various post within the hotel.

It is noticed that the way and manner employment is carried out through the patronage shown to a keen observer that the hotel advertisement and impartial solicit application should be used to secure worker for employment.
As for the lower level position noticed may be displayed in the office premise at the main gate for jobs. Selection of staff should be by open competition to that the hotel may be able to acquire the best worker. More so, there should be no exception this, not even where spouses are involved.

Not only should a staff skilled in this profession is also be morally upright. As a result of this references, Kogi Hotels management board should continually ask from former employers and school authority of such partial employed. Further more, certificate and relevant available credentials should be properly scrutinized and verified.

In addition to these, it was also observed with regret what is the mind of the researcher is referred to as god father. Phenomenon which is the belief by many Nigerians that to secure employment into an organization is depending on the assistance of some one in authority. Though, no body agrees that there is what is called god father syndromes, yet one can not rule out the fact that it is one of the sociological constraints to the adaptation of standard personnel management techniques in the management of both the private and public sector in Nigeria today.

Political influence affects compliance with the objectives of recruitment and selection policy.

This attitude of those responsibility for the recruitment of personnel in Kogi Hotels gives room to non adherence to the laid down policy recruitment and selection. It is therefore, the wish of the researcher to advice that emphasis be placed on compliance with the objectives of recruitment as well as selection policy of the hotel. Failure to do this would be tantamount to not abiding by the rule and regulations with respect to recruitment and selection policy. To crown it all, is that through the hotel has ‘’unearthed’’ problems the researcher wish to recommend that ethic consideration contributed in no small measures to the inefficiency and unemployment through out the country. Therefore, if the hotel wishes to employ the right caliber of personnel into her services, the ideas of ethnicity must as much as possible to be discarded unless these measures are taking there would no be sense of belonging among Nigerian which would lead to national integration.


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