Influence of Senior Employees on Improved Performance in Selected 3-5 Star Hotels in Nairobi City County, Kenya

Abstract

The incorporation of a senior workforce in the hospitality industry, particularly in 3-5 star hotels, plays a crucial role in product quality and service excellence, according to extensive research and industry opinion. This research thesis specifically aimed to determine the impact of these senior employees on the improved performance of select 3-5 star hotels in Nairobi City County, Kenya. The research utilized a descriptive survey research design, with a sample size of 218 drawn from 3-5 star-rated hotels. Stratified random sampling was used to select the hotels, chefs, waiters, and restaurant supervisors, while purposive sampling was used to select HR and FO managers. The study utilized structured and unstructured questionnaires, as well as interview schedules, to collect data, and both qualitative and quantitative methods were used to analyze the data. The study aimed to determine the specific roles played by senior employees in improving performance in 3-5 star hotels in Nairobi City County, Kenya. The results showed that the majority of the employees agreed that leadership, training, and mentorship were essential roles played by senior employees in improving hotel performance. The study also found that employees who worked for many years in the hotel industry gained adequate knowledge that was useful in guiding junior employees. The correlation analysis indicated a significant positive relationship between the roles played by senior employees and improved performance (r=0.746, p=0.000). The study recommends that senior employees in 3–5-star hotels in Nairobi City County should be motivated to continually work with junior employees to build capacity. The hotels should recognize the important role that senior employees play in improving hotel performance, specifically in leadership, training, and mentorship. The hotels should take into account the distinct needs and expectations of both younger and older employees. The hotels to create a work environment that promotes collaboration and mutual respect among employees of different age groups. Furthermore, the study suggests conducting similar research in other sectors to gain a broader understanding of how senior employees can influence overall performance. Keywords: Senior employees, performance, 3–5-star hotels, Nairobi City County, Kenya.