Journal of
Hospitality Management and Tourism

  • Abbreviation: J. Hosp. Manage. Tourism
  • Language: English
  • ISSN: 2141-6575
  • DOI: 10.5897/JHMT
  • Start Year: 2010
  • Published Articles: 65

Full Length Research Paper

Hospitality industry employer’s expectation of employees’ competences in Nairobi Hotels

Sarah W. Kamau1* and Judith Waudo2
1Hospitality Management Institution, Kenya Utalii College, P. O. Box 63104-0619, Nairobi. 2Department of Hospitality, Kenyatta University, P. O. Box 43844, Nairobi.
Email: [email protected]

  •  Accepted: 10 February 2012
  •  Published: 30 April 2012


The purpose of the study was to determine the expectations of hospitality industry employers on employees’ competences. The sample (106) was made up of Human Resource Managers (HRMs) Head of Departments (HODs) and employees. Results indicated a big differential on employers and employees’ expectations on communication skills, specific technical skills, computer, good work habits, customer service and self-discipline. The employees’ expectations were higher than that of the employer’s apart from conflict resolution and multi-skilling where the employers’ expectations were higher. In addition, there was a significant relationship between employer’s expectation of employee competences and the hotel classification. It is only in computer skills (p = 0.04) where there was no significant relationship. The findings suggested the establishment of hospitality industry standards which should be communicated to all employers, employees and training providers. The industry and training provider to be linked and both should embrace the use of updated management to be globally competitive.


Key words: Hospitality industry, employers’ expectations, employees’ competence, skills, Nairobi Hotels.