TOURISM AND HOTEL MANAGEMENT

Permanent URI for this collectionhttps://repository.mu.edu.et/handle/123456789/563

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    Evaluating the Implementation of an International Hotel Grading System: A Case Study of Mekelle City, Ethiopia
    (Mekelle University, 2024-12-25) Welday Hagos Tesfay
    This study evaluates the implementation of International Hotel Grading System (IHGS) in Mekelle city, country Ethiopia focusing on Stakeholders perception and key challenges in adhering to grading standards. Predominantly, it examines the disparity between the star rating and actual hotel performance, factors affecting the grading system, and the impact of customer dissatisfaction on hotel competitiveness and reputation. Using a mixed methods approach, data was collected through structured questionnaires from 53 respondents and semi structured interviews from 3 participants through census, quota and purposive sampling techniques. Quantitative data were analyzed using SPSS, while quantitative insights were thematically interpreted. The findings disclose inconsistent grading application, inadequate training, financial constraints, and misaligned service quality. Despite the IHGS enhances competitiveness; challenges in subjectivity of the criteria, fairness and transparency and low capacity of assessors persist. Accordingly, recommendations emphasize on review and revise of the criteria, stakeholders’ involvement, assessor’s capacity building and regulatory oversight to align grading outcomes with service delivery and guests’ expectations.
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    Safe Eats, Reliable Nourishment: Assessing Food Safety and Hygiene Practices among Street Food Vendors in Mekelle City
    (Mekelle University, 2024-12-25) Tewelde Kiross Berhe
    Street vendors prepare and/or sell ready-to-eat food and beverages in public areas. In a number of developing nations, the street food industry is presently expanding. Its increase is linked to urbanization and the need for jobs and food among city people. They present a serious risk to consumers even though they are widely accessible and reasonably priced. The aim of this study was to evaluate the food hygiene practices of street food vendors in Mekelle City. A predetermined criterion-based of purposive sampling method was employed for the quantitative procedures of the study, consistent with its descriptive design. A scheduled Questionnaire and face-to-face observation checklist were used to gather information from street food vendors. SPSS version 27 was used to analyze the data, and it applied descriptive statistics. The survey included 85 street food vendors. Eighty-six (86) percent of the responses, or 75 vendors, were young women. Based on the frequency distribution of their ages, 72 (84.7%) of the vendors were between the ages of 18 and 35. Just 14 suppliers (16.5%) reported having received formal training on awareness and training. One significant finding was that 84.7% of food vendors did not have access to hand-washing stations, and 96.5% did not have appropriate trash cans. Furthermore, only 97.1% of people covered their heads. Comparing Mekelle City's street food vendors to the WHO's to safer food standards revealed significant gaps in food safety and hygiene practices; for example, none of the vendors checked the doneness of their food using a thermometer. To summarize, in terms of safe, reliable nourishment and hygiene practices, the survey revealed critical gaps that pose risks to food hygiene practices among the vendors. Based on the report it is suggested that to create a strategic plan to allocate certain locations for street food vendors, to develop a clear and simple guideline for better regulatory enforcement to enhance food safety standards and urgent need for training programs to alleviate the problem that can lead to majority benefits in Mekelle City and other similar settings.
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    Post Crisis Recovery of Star Rated Hotels in Mekelle and Its Challenges
    (Mekelle University, 2025-01-28) Tesfay Abraha G/slassie
    The dual challenges of the COVID-19 pandemic and civil unrest have significantly affected the hospitality sector in Mekelle, Ethiopia. This research primarily aims to investigate the postcrisis recovery of star-rated hotels in Mekelle and identify the challenges encountered in the wake of war and the pandemic. Employing a mixed-methods approach, the study distributed 70 self-administered questionnaires to hotel Professionals owners and industry experts across various star-rated establishments. The sample size was determined using Purposive sampling to ensure representativeness. Primary data were gathered through these questionnaires, while secondary data were obtained from organizational reports and relevant academic literature. Data analysis utilized simple descriptive statistics, including frequency and percentage. The findings indicate that both the pandemic and civil unrest have resulted in substantial declines in hotel revenue, increased unemployment, shifts in consumer preferences, and a significant disruption of the recovery trajectory within the hospitality sector. The study underscores the critical need for hotels to prioritize the safety and security of both employees and guests. Furthermore, it advocates for strategic diversification of services and the implementation of adaptive operational frameworks to effectively navigate the complexities of recovery. This research offers valuable insights into the resilience of star-rated hotels in Mekelle amidst unprecedented challenges, laying the groundwork for future strategies aimed at promoting recovery and sustainability in the hospitality industry
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    Dynamics of Hotel Owners and Management Team Relationships in Star Rated Hotels in Mekelle, Tigray Northern Ethiopia
    (Mekelle University, 2025-01-28) Goiteom Bahta
    The primary objective of this research is to evaluate dynamics of owner and management team relationships in star rated hotels in Mekelle, Tigray Northern Ethiopia. The research methodology for this study on the dynamics of management and hotel owner relations in Mekelle star-rated hotels employs a mixed approach, predominantly qualitative approach to gain indepth insights into the complexities of these relationships. For the purpose of the study 8 star rated hotels were selected namely, Planet , Noble Yehdega, Zemarias, Desta, Axum 1 & 2, Atse Yohannis and Ze-Yordanos Hotels. From these hotels 60 respondents including management teams, hotel owners/ representatives, senior line staffs and experts from tourism offices were approached. 8 key informants’ interviews also were selected purposefully based on their knowledge and experience in the area of study. The findings reveal that the ownership styles of the hotels are sole proprietorship and partnership. The findings show that most owners failed to grant autonomy to the management teams in the decision making process. The finding also shows complex interplay between ownership objectives and management practices. Owners primarily focus on financial returns and adherence to local regulations, which include health and safety standards. This emphasis often leads to a top-down approach in decision-making, where owners may prioritize short-term profits over long-term strategic initiatives. In contrast, management teams stress the importance of guest experiences, reflecting the unique approach is characterized by a commitment to engaging with guests in a manner that builds trust and fosters loyalty. To address these challenges, the research emphasizes the necessity for enhanced communication and collaboration between hotel owners and management teams. By involving managers in strategic discussions and decision-making processes, owners can better align their financial goals with the cultural and operational imperatives that drive guest satisfaction. The findings offer practical recommendations for stakeholders seeking to optimize performance, enhance guest experiences, and foster sustainable growth in the competitive landscape of the hospitality sector
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    ASSESSING THE SOCIAL RESPONSIBILITY INITIATIVES OF THREE- AND FOUR-STAR RATED HOTELS AND THEIR POSITIVE IMPACT ON THE LOCAL COMMUNITY: A CASE STUDY OF MEKELLE CITY
    (Mekelle University, 2025-01-28) GEBREYESUS BIRHANE
    Nowadays, hospitality industry establishments, especially hotels, are the major component and innovators in the corporate social responsibility (CSR) concept, the major concern of this century's business enterprise. As a vital economic sector, the hospitality industry plays a significant role in promoting corporate social responsibility (CSR) to ensure the well-being of local communities. Corporate social responsibility (CSR) of hotels is considered an ideal vehicle for ensuring the local community's well-being, and this industry has been chosen as one of the top priorities for economic growth in Ethiopia. However, CSR practices in developing countries are taken the wrong way and abused due to limited empirical evidence and many investigations. So, this paper examines the CSR initiatives of three- and four-star hotels in Mekelle City, Tigrai, focusing on their alignment with community needs, the positive impact on local development, and associated opportunities and challenges. Primary and secondary sources of data were used. To meet the objectives of the study, a mixed-methods approach was used, the research integrates quantitative data from surveys and qualitative insights from interviews with hotel managers, employees, and community leaders. The researcher uses probability (simple random sampling) and nonprobability (purposive sampling) as sample designs. The study employed a descriptive case study research design to investigate the social responsibility initiatives of three- and four-star hotels in Mekelle City and their positive impact on the local community. A descriptive method of data analysis and descriptive statistical analysis was used to analyze the impacts of social responsibility initiatives on the local community and to describe the mean, percent, frequency, and standard deiation through the SPSS software application as well. The findings of the study show that while CSR practices in Mekelle's hotel sector include local employment, and environmental initiatives; their alignment with the community's socio-economic priorities remains inconsistent. Hotels face challenges such as limited financial resources, lack of government support, and insufficient awareness of CSR principles. However, opportunities exist to enhance brand reputation, employee satisfaction, and community relations through strategic CSR implementation
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    RECRUITMENT AND EMPLOYEE RETENTION PRACTICES OF AXUM AND PLANET HOTELS IN MEKELLE, ETHIOPIA
    (Mekelle University, 2025-01-28) GEBEREGZIABHER MEKONNEN
    This study analyses recruitment and employee retention practices of Axum and Planet hotels in Mekelle, Ethiopia. It has employed mixed approaches to conduct the study including questionnaires and interviews as data-gathering tools. This study has collected primary and secondary data sources through structured questionnaires and interview questions for the employees and Management bodies respectively. The total number of respondents are 70 (40 from Axum hotel and 30 from planet hotel). Results of this study show that male employees exceed that of females. Most of the employees (30%) in these star category hotels' educational background is under a diploma and most of them are employees (25%) of food and beverage. High competition and unsatisfactory workplace practices drive turnover, and retention strategies are underdeveloped. Recruitment processes are largely perceived as ineffective. According to the findings of the study, high completion from others is the most challenging both hotels face in recruiting skilled professionals. Better job offers are the main reasons employees leave in both Axum and Planet hotels as the study reveals. The contribution of this research is to indicate strategic planning and investment in human resources are essential to address these challenges effectively like regularly reviewing and adjusting wages to remain competitive, offering flexible schedules and promote a healthy worklife balance. Provide clear career development opportunities, recognize and reward employee contributions and build a positive workplace culture. This study applauds or congratulates that the hospitality industry in Mekelle city is undergoing a significant expansion and effective recruitment practices are important for hotels seeking to attract and retain top tier or row professionals which the HR /Human Resource/consistently implement to upgrade quality services
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    Comparative analysis of Customer Service Provision in selected hotels in Mekelle, Tigrai, Ethiopia; cases of Axum and Planet hotels
    (Mekelle University, 2025-01-28) Abraham Seged Kahsay
    This research conducts a comparative analysis of service provision at two star-rated hotels in Mekelle, namely Axum and Planet Hotels. The study is motivated by the rapid growth of the hospitality industry in Ethiopia, contrasted with persistent inconsistencies in service quality that affect guest satisfaction. The primary objective is to assess the service provision and identify factors influencing service delivery in both hotels. Utilizing a mixed-method approach, the research combines quantitative data from a sample of 200 respondents, alongside qualitative insights from semi-structured interviews with department heads and relevant stakeholders. The findings reveal significant disparities in service quality, primarily due to differences in staff training and operational practices.While Planet Hotel has implemented structured training initiatives, Axum Hotel faces challenges in maintaining consistent service delivery owing to inadequate ongoing staff development. Moreover, both hotels lack effective systems for collecting and responding to guest feedback, inhibiting their ability to adapt to customer needs. The research highlights the critical role of service quality in fostering customer satisfaction and operational effectiveness within the hospitality sector. Recommendations for improvement include enhancing staff training, establishing robust feedback mechanisms, and developing unique value propositions to differentiate both hotels in a competitive market. This study serves as a benchmark for other establishments in Mekelle and contributes to the broader discourse on the significance of quality service in economic development and cultural exchange
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    ASSESSMENT OF E-MARKETING PRACTICES IN STAR-RATED HOTELS: A CASE STUDY OF MEKELLE CITY, TIGRAI
    (Mekelle University, 2025-02-21) Million Assfaw Gebregergs
    This study assesses the effectiveness and implementation of e-marketing practices in star-rated hotels, focusing on Mekelle, Tigrai. It examines how digital marketing strategies enhance online presence, attract customers, and drive retention. Despite the growing importance of e-marketing in tourism and hospitality, its adoption remains limited in the city. A mixed-methods approach was used, incorporating both quantitative and qualitative data collection. Primary data was gathered through semi-structured questionnaires, surveys with open- and close-ended questions, and direct assessments of online platforms such as websites and social media. Secondary data was obtained from published rating criteria. A census sampling technique was applied to collect data from 38 respondents, including hotel managers, marketing managers, receptionists, and government experts. Quantitative data was analyzed using SPSS v.30, while qualitative insights were examined through content analysis. Findings indicate that while most hotels maintain an online presence through websites and social media, e-marketing remains underutilized. Some hotels employ a multi-channel approach incorporating email marketing, Google Ads, and mobile apps, whereas others rely solely on basic digital platforms. The frequency of updates varies significantly. Key barriers to e-marketing adoption include limited market analysis, many hotels fail to analyze global trends and target markets, restricting their ability to adapt to customer needs. Additionally, a lack of understanding of the competitive landscape prevents hotels from recognizing their market position limiting opportunities for differentiation and growth. Insufficient marketing budgets and lack of technical expertise further hinder the effectiveness of digital marketing efforts, the study recommends enhanced market research initiatives that equip hotels with insights into consumer behavior, industry trends, and competitive positioning. Establishing benchmarking and competitor analysis frameworks would help hotels better understand their market standing and identify opportunities for differentiation. Additionally allocation budget, capacity-building programs, including technical training in digital marketing and the hiring of skilled professionals would further improve adoption and effectiveness. Despite these challenges, the study highlights significant opportunities for improvement. A strategic focus on digital marketing could enhance occupancy rates, strengthen customer engagement, and contribute to the growth of Tigrai’s tourism and hospitality industry.