Abstract:
Hotel services are crucial for Ghana’s tourism industry; they are labour intensive and require employee contact with customers. This makes human resources key to hotel operations. However, it is difficult to get the right employees This thesis therefore examined how hotels in Accra, Kumasi, and Cape Coast recruit, select, and retain their employees. Data was obtained through a combination of survey and in-depth interviews. A multi-stage sampling procedure was used to select 360 managers for the survey whilst simple random sampling was used to select 10 managers for in depth interviews. Factor analysis, analysis of variance, Chi-square and descriptive statistics were employed to analyse the data. The study found that the employee attributes relevant for hotel work were the ability to work in teams, medical fitness, and communication skills. Equally important sources of recruitment were reference to contacts, employee referrals, and walk-in. In addition, application forms, interviews, and personality of applicants were popular selection methods, but the retention strategies were. training, job design, and good work environment. The study recommends that hotels make use of campuses of educational institutions to recruit employees, using selection tools like aptitude tests and telephone manners. Finally, competitive wages, salaries, and employee empowerment are recommended as retention strategies.
