ROLE OF HUMAN RESOURCE MANAGEMENT PRACTICES IN THE PERFORMANCE OF HOSPITALITY INDUSTRY IN ENUGU STATE, NIGERIA

ABSTRACT

The study sought to:  (i) ascertain the extent to which employee selection affects employee turnover in the selected hospitality firms in Enugu State, Nigeria, (ii)determine the extent to which employee orientation affect employee- customer relationship in the selected hospitality firms in Enugu State, Nigeria, (iii) assess the impact of training and manpower development on employee commitment in the selected hospitality firms in Enugu State, Nigeria and (iv) evaluate the impact of employee appraisal on employee growth in the selected   hospitality firms in Enugu State, Nigeria. The population of the study comprises 1,100 staff drawn from Nike Lake Hotel Limited, Enugu, Gold Value Hotel and Roban Hotels Nigeria Limited, all in Enugu State. The sample size of 553 was determined using Freund and William formula. Data were collected using the designed questionnaire and oral interview guide. Reliability test was done using Cronbach’s alpha, giving a coefficient of 0.95%, indicating a high degree of items consistency. Findings indicated that Employee selection to a large extent enhances employee turnover in the hospitality industry in Enugu State, Nigeria (r = 0.896, p < 0.05); employee orientation positively influences employee-customer relationship in the hospitality industry in Enugu State, Nigeria to a large extent (r = 0.916, p < 0.05); there is evidence to show that training and manpower development significantly impacts on employee commitment in the hospitality industry in Enugu State, Nigeria (r = 0.977, p < 0.05); and employee appraisal significantly enhances employee growth in the hospitality industry in Enugu State, Nigeria (r = 0.978, p < 0.05). The study concluded that the hospitality industry rely largely on its human resource – the employees. The study recommended that the hospitality industry should develop standardized employee recruitment and selection guidelines that will ensure that only employees that have the requisite competence, knowledge and skill are engaged in the services of the hospitality industry.