SCHOOL OF TOURISM AND HOSPITALITY BACHELOR OF SCIENCE IN HOSPITALITY MANAGEMENT ASSESSING FACILITIES PROVIDED FOR PHYSICALLY CHALLENGED GUESTS IN HOTELS IN NAIROBI OWIDI NICOLE AWUOR 100330 A Research Project submitted in partial fulfilment of the requirements for the degree of Bachelor of Science in Hospitality Management DECLARATION The proposal is my ORIGINAL work and has not been presented for a degree in any other University. SIGNED DATE 30/03/21 OWIDI NICOLE AWUOR 100330 This project proposal has been submitted for review with my approval as University Supervisor. SIGNED DATE 30/ 03/ 21 STRATHMORE UNIVERSITY COLLINS HAGGAI ACKNOWLEDGEMENT I would like to express my gratitude to the Almighty God for making me reach this far and giving me the strength to carry out the study. My heartfelt appreciation also goes to all those who provided their support during my research study period, your support and encouragement helped me through the journey. A special mention goes to Nairobi Serena Hotel, Sankara Hotel Nairobi and Sarova Stanley Hotel Nairobi for their immense cooperation. Special thanks to my supervisor Mr. Collins Haggai for the insightful conversations during the development of ideas in this proposal and the guidance throughout the study. LIST OF ACRONYMS AND ABBREVIATION PWDs People with disabilities PCGs Physically challenged guests GoK Government of Kenya MHoN Marlow’s Hierarchy of Needs SMC Standard Mean Score U.N United Nations ESCAP Economic And Social Commission For Asia and Pacific TABLE OF CONTENTS DECLARATION 2 ACKNOWLEDGEMENT 3 LIST OF ACRONYMS AND ABBREVIATION 3 ABSTRACT 5 CHAPTER ONE 6 INTRODUCTION 6 1.Overview 6 1.3General objective 9 1.6Assumptions of the Study 11 1.7Significance of the Study 11 LITERATURE REVIEW 12 2.0 Overview 12 2.2. Strategies that hotels should embrace to be more accommodative to physically challenged guests 15 2.2.1 Legislation framework 16 2.2.2 Training and Education 17 2.2.3 Raise Awareness on the Needs of the Special Needs 17 2.2.4 Employing people with disabilities in the Hotel Industry 18 2.3. Staff Reaction towards physically challenged guests. 20 CHAPTER THREE 25 RESEARCH METHODOLOGY 25 3.0 Overview 25 3.1. Research Design 25 3.2. Population and sampling 26 3.3 Sample Size and Sample Frame 27 3.4 Research Instruments 27 3.5 Validity of the study 28 3.6 Research quality 28 3.7 Data Collection methods 28 3.8 Data Analysis and Presentation 28 3.9 Logical and Ethical Issues 29 CHAPTER FOUR 29 DATA ANALYSIS AND PRESENTATION 29 4.0 Introduction 30 4.1 Background Information 30 4.2 General Information 31 4.3 Findings 33 4.3 STAFF REACTION TO PWDs (Attitudes and Perceptions of Staff towards PWDs) 41 CHAPTER FIVE 45 SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATION 45 5.0 Overview 45 5.1 Summary 45 5.2 Conclusions and Recommendations 45 5.3 Suggestions for further research studies 46 ABSTRACT Kenyan five-star hotels are marked as one of the best World Tourism Organization that accommodates quite a number of tourists across the globe. For a long period, the firms have provided exemplary performance in its accommodative quest for the increasing tourist who keeps on joining them. Nevertheless, research studies have indicated that People with Disabilities often face quite a number of challenges during their visit to different hotel facilities in Nairobi. The purpose of the study is to assess the facilities provided for physically challenged guests and in this study, focus on three five-star hotels in Nairobi Kenya, Serena Hotel Nairobi, Sarova Stanley Hotel and Sankara Hotel Nairobi. The study will seek to identify major challenges affecting the disabled people in accessing the hotel services in hospitality industry; establish the extent to which these obstacles affect these members of the society, to find out about the attitudes and perceptions of the hotel staff when dealing with the disabled people and finally to establish the appropriate mechanisms of limiting these obstacles and provide reasonable environment for the disabled members in the hotel. Questionnaires will be used to gather all the necessary information. The research design adopted will be descriptive survey design to enable the researcher to gather information from the selected population as a representation of the whole. The samples will be further drawn using purposive and simple random sampling techniques. The data will be collected through well-administered questionnaires to the various hotel staff as well as the management of the organization. The collected data will be analyzed using both the qualitative and quantitative approaches to provide the results. Finally, the results will be recorded and presented in varied methods to bridge the information gap. CHAPTER ONE INTRODUCTION 1. Overview This chapter will focus on the background of the whole study, general and specific objectives to the study, the purpose of the study as well as the questions the research will be able to address 1.1. Background of the Study According to the Society for Accessible Hospitality (SATH), there are an estimated 1 billion persons worldwide with disabilities which represents 15% of the world’s population (APEC, 2017). In Kenya, the number of persons with disabilities was reported to be 900,000 according to the 2019 census. There is a need for the development of a marketing tool for hotels that would benefit the disabled and elderly traveler that require accessible accommodation when traveling. The hotel industry has evolved for many years (Murungi, 2013), the success of the industry is tantamount to the provision of quality services to consumers. Many hotels, especially in the developed world, have gone to great extents to ensure consumer satisfaction. For example. The Americans with Disabilities Act (ADA), a civil rights law passed in 1990, sets basic standards for accessibility in public spaces. Some spaces may comply with the letter of the law while still failing to maintain accessibility for all guests. However, certain customer segments have benefited most as compared to others. The greatest beneficiaries are the rich in societies as they have access to world-class hotel services. On the contrary, services rendered to the low class are still wanting. The condition is even worse for persons with disabilities regardless of their social class (Paez & Arendt, 2014). Large and well-established hotels in the developed world have taken necessary measures to meet the needs and expectations of physically challenged people. On the contrary, the situation is wanting in the developing world. In Kenya, for example, a few high-end hotels are keen to meet the needs and expectations of people with disabilities (Murungi, 2013). The opportunity to relive history by visiting the sights that have influenced mankind generally poses no problem. However, for persons with physical disability, the chances to enjoy these same pleasures are very limited. This limitation is not only because of their disability but also because of the failure of many governments and tourism industries to address the problem of making all forms of transportation and accommodation accessible within their own country. Even when a country adopts laws that mandate that transportation be accessible to all, there is no universality to these rules and regulations (Rosen, 2001:1) The lack of adequate facilities in Kenya for people with disabilities means that the country cannot take full advantage of tourism for travelers with disabilities, a sector that has the potential to significantly increase the country’s gross domestic profit. In recent years, accessible destinations are more likely to be chosen by People with Disabilities (PWD) (Visitbritain, 2016). According to Kenyan Disabilities Act, persons with disabilities are entitled to a barrier-free and disability-friendly environment to enable them to access buildings, roads, and other social amenities and assistive devices, and other equipment to promote their mobility. Also, according to the American Disabilities Act, society must strive to articulate and include members living with various forms of disabilities. By articulating these needs, the organization is expected to establish special codes related to entry into the hotel, hotel rooms, and other important facilities related to the hospitality industry (Morris, and Kazi, 2014). The provision of essential environments will not only promote the production standards of the hotel but the entire industry as well as the economy of the nation. Apart from the physical facilities, hotel institutions may need symbolic models that are presented through the written instructions, oral and pictorial devices that will be critical in providing direction to disabled individuals (Ee Kim and Lehto, 2012). Darcy (2010) and Small, Darcy and Packer, (2012) in their work highlighted that there is a need for organization management to speak directly to people with disabilities to allow them to express their needs and promote the urge of inclusion within the society. “To satisfy travelers with disabilities and eventually to create customer loyalty, the hotel managers should better understand the needs of disabled travelers. (Ho-Kai Chan 2010). This may lead to improved customer satisfaction and result in greater loyalty of travelers with disabilities”. Lamichhane (2015) also noted that the standards outlined in several architectural components must be adhered to when it comes to the design of any lodging establishment. Persons with disabilities have a right like any other, to enjoy hospitality, travel, and tourism. It is therefore the mandate of Hospitality and tourism officials to take the required steps to change policies and practices so that various services and facilities are accessible to all disabled members (Murungi, 2013). 1.2 Statement of the Problem People with physical challenges have significantly different tourism experiences. For many travelers with disabilities, a travel experience includes difficulties with public transportation and often with accommodation; for hotel rooms that do not always meet accessibility codes. Many constraints and barriers exist, and general physical access is still the major constraint encountered by people with disabilities (Darcy & Durawall, 1999). This research aims to bridge the information gap by assessing facilities provided for physically challenged guests in hotels, how this impacts them, and what can be done to improve the situation. This study also informs on the benefits hotels are likely to enjoy as a result of catering to the needs and expectations of people with disabilities. 1.3 General objective The main purpose of the study is to find out the measures put in place in hotels to accommodate physically challenged guests. 1.3.1 Specific objectives The objectives of the study will be: I. To determine the accessibility of five-star hotels in Nairobi for physically disabled clients (Serena Hotel, Sarova Hotel and Sankara Hotel) II. To come up with strategies that will enable hotels to accommodate these members during their stay. III. To find out how members of staff react when dealing with people with disabilities 1.4 Research Questions The study will be guided by the following questions: I. What measures have been put in place by hotels to cater for the physically challenged guest? II. What are the alternative positive strategies that may be used to make these facilities more accommodative? III. How do staff react when dealing with physically challenged guests? 1.5 Purpose of the Study Based on the problem, the purpose of this study will be to assess five-star hotels in Nairobi(Serena Hotel, Sarova Hotel and Sankara Hotel) that provide for physically challenged guests as well as to establish positive factors for improving these measures. The study, therefore, is critical in enhancing the provision of hotel and accommodation facilities and also within the broader framework of the hospitality industry. 1.6 Assumptions of the Study The research study will be based on the assumption that it is a fact that people with disabilities do come to the hotels and they need all the comfort and acceptability once they are visiting various hotels. 1.7 Significance of the Study The study may be of significance in availing the various positive ways of improving the conditions to accommodate people with disabilities not only in the hospitality industry but the society at large. The study may have great consideration for both the disabled as well as the management with a clear interest in creating a reasonable relationship on the understanding of the needs. Focusing on these challenges may enable the management to put the required measures on handling these special groups and improve their accommodation within the facility. The Ministry of Tourism and Hospitality Management may also find the study critical in strengthening the new demands which are currently lacking in most of the hotels in the nation. They may use this important outcome to address the challenges and provide reasonable solutions to correct similar problems in other institutions. This implies that the study may act as a base model on the required progress in the accommodation of disabled members of the society in the hotel industry. The study, therefore, may act as a benchmark to other institutions on the needs of the special group and provide a possible way forward. Portia, Reichel, and Brandt, (2011) in their psychological work, confirm that such studies are critical in the equality and other conforming behaviors within the society. The provision of important facilities will promote the social learning and personality development of people with various disabilities. CHAPTER TWO LITERATURE REVIEW 2.0 Overview The literature review will be guided by the study objectives 2.1 Accessibility of the five-star hotels in Nairobi for physically challenged clients Access is not just about wheelchairs. Accessibility refers to how easy it is for everybody to approach, enter, and use buildings, outdoor areas, and other facilities, independently, without the need for special arrangements. Providing information on accessibility and improving access benefits a wide range of people who want to travel, but may find it difficult. Access is about the absence of barriers to the use of facilities. Although this is usually seen in terms of physical access or access to information and communication, poorly trained staff can represent a serious barrier for disabled people if they are unable to provide services in an appropriate, non-discriminatory way (Disability, 2005:1). According to Stonesifer III and Kim, (2010) in their conceptual framework towards physically challenged persons, acknowledged that these members have a right to travel and enjoy travel and leisure experiences. Hospitality is a means of broadening horizons and developing friendships for different categories of people both abled and disabled. Good information on current accessibility allows disabled people to judge for themselves whether a facility is accessible to them (Disability, 2005:2). Reasonable accommodation for people with disabilities constitutes still another set of challenges. For example, very few hotels offer accessible disabled person-friendly rooms with a wider entrance; low-level switches, hand dryers, towel racks, and beds; chair lifts and room information written in simple and concise language for people with cognitive disabilities (Vignuda, 2001:2). Apart from accommodation, access throughout hotels is also problematic. Few hotels have lifts to all floors on slower timers, access to reception, pool, and bar area, clear signage, visual alarms and clear access through the entire building. While the majority of hotels provide special parking areas, often these are uncovered and quite a distance from the main hotel entrance, requiring that steps be negotiated to access the buildings (Vignuda, 2001:3) According to the most recent researches by Breedt, (2007), guests with mobility impairments experience several challenges when trying to access different hotel services. Such individuals often encounter problems trying to maneuver a hotel building and compound especially when they are expected to use stairways (Murungi, 2013). In a world where buildings have more than one floor or storey, people with mobility problems find it hard to access certain floors. Some hotels have taken measures to address this challenge, for example, through the construction of elevators. Others use other technological devices to enable such guests to move with ease. Nevertheless, this is a common challenge in many hotels in Kenya (Murungi, 2013). Some disability researchers have decried the growing levels of dissatisfaction with accommodation standards by persons with disabilities particularly for hotels that were built in the early 70‟s and 80‟s before the enactment of disability legislation whose refurbishment efforts to comply with the legislation have still fallen short of the disabled expectations (Beall, Roberts, & Jago, 2005; Van Horn & Isola, 2006). The East African Community Gazette, Standards Criteria for Classification of Hotels, Restaurants and other tourist accommodation facilities in East Africa (2010), lists facilities for the disabled as a criterion for classification. Sadly enough, facilities for persons with disabilities don’t appear as an essential item but an added advantage for a hotel to qualify for a higher star rating. Another element associated with experiences encountered by persons with disabilities during leisure travel is that of increased costs as compared to those without disabilities. Research has established that holidays for people with disabilities can cost up to 30 percent more than for able-bodied tourists. This is occasioned by the fact that some travelers with physical disabilities may require additional equipment such as shower seats, a commode, and hoists. However, few accommodations provide this equipment, so people have to either take their own or hire equipment at their destination. This complicates the tourism experience in terms of additional costs and/or travel planning. Even though some hotels have continued to provide these important facilities, the quality and quantity of these resources are still wanting. According to the most recent research by Mopecha, (2016) it was noted that most organizations still have failed to have the required standardized facilities that are necessary to accommodate these members in the society. Accommodation operators do not understand what accessible or barrier-free accommodation entails (Oxford Business Group, 2016) In many instances, accommodation operators are often unable to provide accurate or detailed information about the features of their rooms. As a result, many of them claim their rooms as accessible or barrier-free, but people with disabilities find that the rooms are not suitable. Lack of suitable accommodations will often limit persons to up-scale hotels, which are most often the only establishments that are accessible. Accessible tourism is about enabling disabled people to equitable access to universally designed tourism products, services, and environments (Loi and Kong, 2015). Universal Accessibility would be greatly enhanced by widening tourism services delivery, For instance, accessible accommodation that adequately meets the needs of disabled guest's facilities is considered as a determinant or a constraint of travel and tourism. (Darcy and Pegg 2011). Darcy (1998) stated that the availability of information on accessible destinations plays a vital role in increasing tourism opportunities for disabled potential tourists (pagan, 2012). Because of the importance of the informational need as an enabler of travel, the disabled tourist looks for the crucial five components of informational needs; richness and reliability of the information, appropriate travel information sources, communication, and customer-oriented services (Eichhorn, Miller, Graham, Buhalis 2008) Consequently, if the obstacles about hotel accommodation may inhibit travel as stated by McKercher, Packer, Yau, Lam (2003), the accessibility of hotel services and the availability and veracity of related information is a major step for decision making of hotel accommodation and tourist destination choice (McKercher, Packer, Yau, Lam, 2003). Darcy 2010 also added that detailed information provision using some format like textual, floor plan, and digital photography has benefits for accommodation information accessibility (Darcy, 2010). According to United Nations World Tourism Organization UNWTO 2013, People with Disabilities (PWD) need a reasonable adjusted and appropriate accommodation in a universal design which means a design of products, and services without the need for adaptation or specialized design. Also, the use of sign language, Braille, guide dogs for the blind, Visual alarm systems rooms for deaf hotel guests, measures and routes to emergency exits. 2.2. Strategies that hotels should embrace to be more accommodative to physically challenged guests Paez and Arendt, (2014) in their research noted that it is also a fundamental truth that persons with disabilities have the right, like all others, to enjoy hospitality, travel, and tourism. It is up to hospitality and tourism officials to take the required steps to change policies and practices so that various services and facilities are accessible to all. Reaching out to persons with disabilities and special needs guests shows concern for diversity and sensitivity. As a result, this paper has continued to provide some of the most critical strategies that are necessary to help make hotels and other accommodation facilities more accessible to people with special needs 2.2.1 Legislation framework According to the United Nations (2017) research framework, it is notable that one crucial element in meeting this goal is the existence of a legal framework, which ensures that people with disabilities have the right to access tourism facilities and services and to encourage tourism professionals to adopt related measures. Several governments in the region have passed comprehensive legislation to protect the rights of persons with disabilities. Others are in various stages of adoption, formulation, and planning of such legislation. Those countries, which have already adopted such legislation enacted additional laws and regulations or amended existing ones to further protect the rights of persons with disabilities in specific areas crucial to the equalization of opportunities. Among these are numerous regulations revised to include mandatory requirements for the implementation of specific measures covering areas such as access to the built environment and public transport, positive mass media portrayal of persons with disabilities, and closed captioning for deaf persons (Tsai, 2010). Persons with disabilities have also recommended that hotels should institute policies that specifically cover guests with disabilities. Policies about guests with disabilities are important in their own right for two main reasons. First, policies strengthen the rights of disabled citizens to travel and enjoy tourism on an equal basis, and, on the other hand, it guarantees the ability of hospitality and tourism service providers to deliver accessible services and facilities effectively and sustainably (Oxford Business Group, 2016). Indeed, it is through such policies that service providers will be able to improve the service experience of persons with disabilities as well as enabling the providers to further explore this market (Capitaine, 2016). 2.2.2 Training and Education While echoing the voice of the disabled people Kim, and Lehto, (2012) noted that Training and education is one of the major challenges facing the tourism industry concerning meeting the needs of people with disabilities. Sensitive and willing staff with the right attitude and strong interpersonal skills can overcome many of the barriers that persons with disabilities face and turn what may be perceived as an inaccessible property into an accessible one. The tourism industry must strengthen its customer services training to serve those with disabilities. Indeed, regardless of how well the establishment has been designed to accommodate people with disabilities or how well policies have been formulated to cater to the needs of disabled travelers, it will be of little value if the staffs employed are uncomfortable and ill-prepared serving guests with disabilities. Comprehensive programs should include policy setters and managers as well as front-line staff and should be extended tall levels, especially within tertiary level hospitality management programs (Penner, Adams, and Rutes, 2013). Research has affirmed that training is a key avenue through which a change in the attitudes of persons without disabilities towards those with disabilities can be affected (Van Horn, 2007). The availability of specialized tour guides is another important factor for people with disabilities, especially those with sight and hearing impairments to enable them to enjoy tourism activities. Nevertheless, more efforts should be made to train more members to help in taking care of the increased number of tourists with special needs (Mopecha, 2016). 2.2.3 Raise Awareness on the Needs of the Special Needs Research indicates that the majority of persons with disabilities feel that they would have better travel experiences if the industry raised its level of awareness towards persons with disabilities. According to Mest, (2016) the issue of raising awareness of the plight of persons with disabilities is arguably the main reason behind accessible tourism and has led many hospitality and tourism industry practitioners to start making their products and services more accessible for persons with disabilities. Disability awareness training in hotels to make staff more sensitive to the needs and wants of persons with disabilities has undeniably been reiterated by many disability researchers to be a key factor in making hospitality and tourism service providers more sensitive to the needs of persons with disabilities (Morris, and Kazi, 2014). 2.2.4 Employing people with disabilities in the Hotel Industry Corporate organizations, including hotels, have a key role to play to overcome the social exclusion of the most disadvantaged in our society. The current Kenyan constitution (2010) also accords equal opportunities for persons with disabilities in all sectors of the society including the employment of persons with disabilities (Vernon, 2011). There is significant research evidence that the potential of a disabled workforce is being under-utilized in the hospitality and tourism industry. It is also apparent that having staff with disabilities in the hospitality and tourism industry could go a long way in providing role models for guests with disabilities as these employees would be more understanding of the plight of guests with disabilities in addition to fully integrating persons with disabilities in the society (Lamichhane, 2015). The lack of suitable accommodations will often limit persons to up-scale hotels, which are most often the only establishments that are accessible. For example, very few hotels offer accessible rooms with wide entrances or lower switches, hand dryers, towel racks, and beds (APEC, 2003:9). 2.2.5 Parking Parking spaces, which are large enough to allow easy, transfer between a wheelchair and the car, are generally indicated by a wheelchair symbol and are reserved for people displaying a blue badge (Disability, 2005:15). 2.2.6 Reception If the facility has more than one entrance, information should be given on the most accessible entrance, which should be easy to find. Pathways should be wide enough to let people pass easily and should be kept free from obstacles (Disability, 2005:15). It is important to have a lowered section at the reception desk so that a disabled person, or an elderly person who prefers to sit while registering, can fill in the necessary forms easily and comfortably. If this is impossible, staff must come around the desk and provide the forms on a clipboard for a wheelchair user to fill in (Disability, 2005:15). 2.2.7 Elevator Lifts need to be of adequate size, with automatic doors if possible. Lifts are well lit and not full of mirrors as this could be disorientating. The controls should also be provided in Braille and emergency buttons should be in a clear color, which contrasts with their surroundings (Disability, 2005:8). 2.2.8 Hallway Handrails are provided for steps and ramps wherever possible. The top and bottom of stairways and ramps, and the edge of individual steps, should be marked with a contrasting color (Disability, 2005:8). 2.2.9 Room Accessible accommodation is situated as close as possible to the central services of the facility and on the ground floor where possible. A suitable system being a telephone, alarm, or other means of calling for help is available. The height of thresholds, door widths, and clear circulation space is essential for wheelchair users. Equipment, such as cupboards and switches should be located within reach from a wheelchair (Disability, 2005:12). 2.2.10 Bathroom Sufficient space is required for a wheelchair user to maneuver within cubicles and bathrooms, with enough space to enable a wheelchair user to transfer from the wheelchair to the toilet, bath, or shower with or without the help of an assistant (Disability, 2005:13). 2.3. Staff Reaction towards physically challenged guests. Research on experiences faced by persons with disabilities suggests that staff members in the organizations dealing with persons with disabilities have cited a multitude of examples of abuse, and discrimination against tourists with disabilities, including unavailability or refusal of service, poor levels of service, and difficulties of obtaining redress when a service is denied or inadequate (United Nations, 2017). Research into issues of disability seems to point towards some form of discrimination against persons with disabilities by service providers. Even though the majority of these incidences have noted been reported, it has been noted with a lot of concern that quite a higher percentage of the people with disabilities often face a high level of discrimination and mistreatment. As debated by Breedt (2007), people with disabilities also face challenges in regards to the way they are treated by hotels’ staff. Studies have shown that some hotel staff handles them in a demeaning manner. This problem arises as a result of ignorance on the side of the hotel staff. Numerous disabled people have reported being mistreated or ignored by different hotel staff. Some employees in hotels are not just patient enough to address the needs and expectations of guests with disabilities as they find some guests to be too demanding (Capitaine, 2016). Preconceptions and misconceptions contribute to the mistreatment leveled against guests with different disabilities. Guests with mobility challenges report more cases of mistreatment and being ignored especially if a hotel staff is required to move a guest from one point to another. Visually impaired guests also experience the problem of being ignored by hotel staff with some employees going to the extent of avoiding guests with similar disabilities (Baum, 2006). On the other hand, some employees are trained on how to provide quality services to persons with disabilities but still fail to ensure the same. This shows negligence on the part of the hotel staff. This lack of motivation to provide the right services can be attributed to some workers being overwhelmed by their roles and responsibilities. A research carried out by Breedt (2007), reveals that some hotels in the developing world fail to hire enough employees to provide services to guests. Consequently, employees struggle to handle multiple roles and responsibilities. In turn, this reduces their motivation to deliver quality services to guests with additional needs, in this case, they suffer. These challenges coupled with many more have resulted in relatively poor handling of the majority of the visitors with special capacities in most of the Kenyan hotels. (Poria, Reichel, and Brandt, 2011). Hospitality and tourism service providers have been accused of putting their profit needs first at the expense of taking care of persons with disabilities (Federal Ministry of Economics and Technology, 2004). Indeed, some operators have even anecdotally stated that configuring rooms for persons with disabilities is a liability to their overall business. Research has revealed that many operators perceive the accessible tourism market as a low yield market, with the often-misconceived stereotypical belief that persons with disabilities and the aging market have significantly less disposable income. This has made most of the hotels fail in providing some of the most important facilities such as proper accommodation, facilities as well as special staff members in treating physically challenged people. 2.4. Conceptual framework INDEPENDENT VARIABLES DEPENDENT VARIABLES Accessibility of hotels for physically challenged guests Strategies to adopt to accommodate physically challenged guests Assessing facilities provided for physically challenged guests in hotels Staff reaction towards physically disabled clients CHAPTER THREE RESEARCH METHODOLOGY 3.0 Overview This chapter has dealt with the description of the methods that would be used to carry out the study. It is divided into eight sections. These are research design, target population, sample size and sampling procedure, research instruments, instrument validity, data collection procedures, analysis techniques that were adopted in the study, and logical and ethical issues in research. 3.1. Research Design Research design is the scheme outline or plan that is used to generate answers to research problems, Darcy (2010). The research design in this study will be descriptive research. Descriptive research is concerned with conditions or relationships that exist; practices that prevail; beliefs, points of view, or attitudes that are held; processes that are going on; effects that are being felt, or trends that are developing. At times, descriptive research is concerned with how what is or what exists and is related to some preceding events that have influenced or affected a present condition. The choice of this design is dictated by its accuracy to describe the population and the effectiveness to secure pieces of evidence concerning existing situations, identifying standards with which to compare present conditions to determine how to take the next step having determined where we are and where we wish to go. The researcher aims at collecting information from the respondents on their opinions concerning accommodating physically challenged guests when visiting these Hotels. The independent variables are accessibility of hotels for physically challenged guests, the strategies that have been put into place to accommodate them, and attitudes and perceptions of hotel staff on people with disabilities, while the dependent variable is the measure these hotels have put in place to accommodate for the physically challenged and make them comfortable during their stay. 3.2. Population and sampling The target population of the study is comprised of the hotel staff of Sarova Stanley Hotel, Sankara Hotel Nairobi, and Serena Hotel Nairobi. These hotels have been chosen because they are five-star hotels located in Nairobi and it is believed they have a relatively high number of visitors with disabilities that continue to visit throughout the year. According to the most recent reports that were carried out by Capitaine, (2016) it was discovered that approximately 1.1% of people with disabilities often visit these hotels annually. Target population Sarova Stanley Hotel CATEGORY TARGET POPULATION SAMPLE Management 11 11/65=16 Front office staff 10 10/65=15 Service staff 22 22/65=33 Housekeeping staff 24 24/65=36 Total 65 100 Sankara Hotel Nairobi CATEGORY TARGET POPULATION SAMPLE Management 12 12/55=21 Front office staff 5 5/55=9 Service staff 21 21/55=36 Housekeeping staff 18 18/55=32 Total 55 100 Serena Hotel Nairobi CATEGORY TARGET POPULATION SAMPLE Management 10 10/65=15 Front office staff 10 10/65=15 Service staff 20 20/65=30 Housekeeping staff 25 25/65=40 Total 65 100 3.3 Sample Size and Sample Frame This is an index, a list, or a directory in which a sample size can be drawn (Kothari, 2004). A sampling frame is an index of all items from which a representative sample is drawn for the study. The judgment sampling method will be used in this case as a few staff members will be selected to take part in it. This method has been chosen because it is time and cost-effective to perform while resulting in a range of responses. Convenience sampling will also be used because the participants are selected based on availability and willingness to take part. 3.4 Research Instruments According to Kothari, (2004) questionnaires are very economical in terms of energy, finance, time, and they also yield quantitative data which is easy to the collection. The study will utilize researcher-administered semi-structured questionnaires. The staff of these hotels will be subjected to several questions related to how they accommodate the physically challenged guests and make them comfortable during their stay, as well as the possible recommendations that are required to help in achieving proper accommodation in the hotel. The resulting responses to these questions will provide information on the current state, challenges, and prospects regarding priority considerations influencing the choice or preference of the hotel. 3.5 Validity of the study Validity is the degree to which an instrument measures what it is supposed to measure (Kothari 2004). The term, therefore, refers to the extent to which an instrument asks the right question in terms of accuracy. The content validity of the research instrument for this study will be determined through piloting, where the responses of the subjects will be checked against the research objectives. 3.6 Research quality Two aspects are used to determine research quality; the reliability and validity of the findings and the research techniques used. According to Kothari, (2004), reliability is the magnitude to which consistency exists in the study result over time. Therefore, this study embraces descriptive research design and uses techniques like a questionnaire that aids in yielding sound results to be reliable and able to be generalized for future reference. Also, this research will preserve credibility to assess whether or not the representation of data fits the opinions of the participants studied, whether the findings hold. 3.7 Data Collection methods The data to be used in the study will be collected by the researcher. To ensure higher response rates, the method employed for data collection will be researcher administered semi-structured questionnaires. The researcher-administered instruments are deemed most feasible to provide for a higher response rate and also provide an opportunity to further probe the respondents on any issues that may not be clear. Questionnaires will be forwarded to the respondents two weeks before the data collection date. The questions will be arranged according to the respondents’ respective levels before they are indexed and coded for analysis. 3.8 Data Analysis and Presentation Data analysis is the process of interpreting and understanding the data collected to come up with relevant information needed for the study. Data analysis helps to systematically analyze the data collected and match the findings to the research questions. The data in this study will be collected using questionnaires. Data collected through questionnaires will be analysed and presented using tables, pie charts, and diagrams to enable to make sense of the data. These methods of analysis will help to come up with relevance of the data collected therefore helping the researcher understand the scope of information. 3.9 Logical and Ethical Issues Based on the sensitive nature of the research, it is noble to take into consideration the various ethical issues. First, the consent of all participants will be consulted before the study is conducted and their confidentiality will be maintained throughout the study. The anonymous nature will be maintained to help in showing the relationship between the hotel and the respondents. CHAPTER FOUR DATA ANALYSIS AND PRESENTATION 4.0 Introduction This chapter presents the analysis of data. The general objective of the research was to find out the measures put in place in hotels to accommodate physically challenged guests. This chapter presents the findings of the study and the analysis. The findings were presented using the frequency tables, pie charts, and graphs, and the data summarized into percentages, frequencies, mean standard deviation, and correlation. Out of the 30 questionnaires issued to different hotel employees, the response rate was 60% (18 respondents). This is shown in figure 4.1 below. 4.1 Background Information The study aimed to obtain information on the accessibility of the hotels to physically challenged guests on the respondents. The findings are presented in the subsequent sub-sections. 4.2 General Information In this section, respondents’ general information such as the number of years they’ve been in operation, demographics, challenges facing the disabled guests in hotels, how members of staff react when dealing with people with disabilities. 4.2.1 Number of Years in Operation The distribution of the respondents in terms of the number of years that they’ve been in operations is shown in Figure 4.2. Seventy-five percent (75%) of the hotel staff have served more than 10 years in the specific organizations while 25% have served for 0-9years. Figure 4.2 Number of Years in Operation 75%- More than 10 years 25%- 1-9 years 4.2.2 Demographics The age distribution gap ranged as follows: Figure 4.3 Age Bracket 20-25years- 7.2% of the hotel staff 26-31years- 14.3% of the hotel staff 32-37 years- 71.4% Majority of the hotel staff 38-42years- 7.1% of the hotel staff Gender Figure 4.4 Gender 78% of the hotel staff are female 22% of the respondents were male 4.3 Findings Research Objectives 4.3.1 To determine the accessibility of five-star hotels in Nairobi for physically disabled guests (Serena Hotel, Sarova Stanley Hotel, and Sankara Hotel Nairobi) The experiences that have been encountered by the persons with disabilities in the organization were considered as an important factor as they influenced the overall individual behavior in the organization. As individuals encounter new situations, they integrate their perceptions into an experience framework that influences future decisions. If consumers dislike their experiences, they are unlikely to return to that hotel or restaurant. The 30 survey respondents were asked to provide their results concerning their experiences while working at these hotels. The following results were achieved in percentage from the different hotel staff of each hotel. Serena Hotel Strongly agree Agree undecided disagree Strongly disagree The hotel has put the necessary measures to cater for physically challenged guests in the hotels 9% 48.6% 13.2% 17.4% 11.8% The hotel staff are trained to handle disabled guests 10.1% 43.5% 12.1% 22.2% 12.1% The hotel has a lowered section at the reception that caters for physically challenged guests 14.6% 34.3% 16.6% 21.1% 13.5% The hotel has an accessible elevator which has been equipped to be used by disabled tourists 11.8% 36.2% 16.0% 21.9% 14.0% There is room to move a wheelchair in between the tables and chairs in the restaurant and the buffet area is accessible 15.2% 34.6% 15.2% 28.9% 6.2% The rooms are designed in a way that makes the physically challenged guests comfortable 10.9% 18.1 44.3 22.2% 4.5 Sankara Hotel Strongly agree Agree undecided disagree Strongly disagree The hotel has put the necessary measures to cater for physically challenged guests in the hotels 10.8% 44.2% 23.2% 14.2% 7.6 The hotel staff are trained to handle disabled guests 11.1% 43.1 32.2% 7.5 6.1% The hotel has a lowered section at the reception that caters for physically challenged guests 21.1 16.6 34.3% 14.6% 13.5% The hotel has an accessible elevator which has been equipped to be used by disabled tourists 36.2% 11.8 32.2 14.3 5.5 There is room to move a wheelchair in between the tables and chairs in the restaurant and the buffet area is accessible 16.7% 40.1% 17.2% 12.1 13.9 The rooms are designed in a way that makes the physically challenged guests comfortable 11.3 38.1 24.5 14.3 11.8 Sarova Stanley Hotel. Strongly agree Agree undecided disagree Strongly disagree The hotel has put the necessary measures to cater for physically challenged guests in the hotels 11% 46.8% 11.2% 18.6% 12.4% The hotel staff are trained to handle disabled guests 9.3% 32.4% 10.7% 43.5% 12.1% The hotel has a lowered section at the reception that caters for physically challenged guests 14.6% 21.1% 16.6% 34.3% 13.4% The hotel has an accessible elevator which has been equipped to be used by disabled tourists 9.8% 31.9% 26.0% 23.3% 9.0% There is room to move a wheelchair in between the tables and chairs in the restaurant and the buffet area is accessible 12.1% 21.5% 16.7% 33.3% 16.4% The rooms are designed in a way that makes the physically challenged guests comfortable 12.2% 32.2% 27.8% 19.6% 8.2% 4.3.2 Strategies that will enable hotels to accommodate these members during their stay Survey respondents were asked to indicate the role hotels could play to improve the situation of persons with disabilities. Survey results indicated that persons with physical disabilities recommended that in order to help improve the situation of persons with disabilities while using hotel products and services, the hotel should, firstly, increase their awareness about the plight of persons with disabilities (87.1%), then, the hotel should employ persons with physical disabilities in hotels (73.4%) and lastly, hotels should implement policies catering for guests with physical disabilities (89.7%). Table 4.2: Survey Respondents Recommendations on the Role Hotels can play to Improve the Lives of PWPDS 4.3 STAFF REACTION TO PWDs (Attitudes and Perceptions of Staff towards PWDs) Attitudes and perceptions occupy a very prominent role particularly in marketing theory since they are considered as internal factors influencing consumer behavior. Each day, consumers are exposed to thousands of stimuli. Some of these stimuli are consciously received, resulting in a thought process, while others are simply ignored. Perception is the process by which stimuli are recognized, received, and interpreted. Each consumer perceives the world differently. Perceptions are manifested in attitudes. Attitudes, on the other hand, are learned predispositions to act in a consistently favorable or unfavorable manner (Reid & Bojanic, 2006). Survey respondents were asked to rank their opinions on (5) questions related to their attitudes and perceptions towards hotel products and services on a Likert scale ranging from 1 representing strongly agree to 5 representing strongly disagree. Table 4.3 shows a summary of survey respondents‟ attitudes and perceptions of hotel staff towards guests with physical disabilities. In regards to attitudes and perceptions towards PWDS, the respondents found the following items significant. The majority of the survey respondents agreed that they found most Kenyan hotels to be ignorant in terms of arrangements needed for and knowledge of persons with disabilities. Most of the respondents were also of the opinion that hotel staff underestimates what a person with physical disability can do. Table 4.3 shows a summary of survey respondents‟ attitudes and perceptions of hotel staff towards physically challenged guests. Sub-Factors Strongly agree agree Neutral Disagree Strongly disagree Are the hotel staffs knowledgeable in terms of the arrangement needed for the PCGs? 74% 13% 7% 4% 2% The Hotel is too commercialized and profit-oriented to cater to the needs of the PWDs? 11% 58% 14% 10% 7% There is a piece of valid information provided by the hotel staff regarding the capacity of the hotel to accommodate PCGs? 11% 56% 11% 12% 10% Does the Hotel Staff view PCGs as insignificant members of society? 0 0 1% 10% 89% The Hotel has invested enough manpower to take care of PCGs? 10% 20% 50% 10% 10% These findings imply that most hotel staff of Serena Hotel Nairobi, Sarova Stanley Hotel, and Sankara Hotel are not versed with sufficient experience on how to handle guests with disabilities. Research on disability studies has revealed that lack of adequate training on disability awareness is a major issue of contention when it comes to serving this market. Findings in this study concurred with previous research by Buj, (2010) who noted that persons with disabilities not only complain about lack of hotel operatives/staff technical knowledge but also their unhelpful attitude. A similar concern has also been raised by another researcher (Guerra, 2003). Other researchers have shown that it is apparent that many service providers have little experience of disabled people’s needs ESCAP 2003. CHAPTER FIVE SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATION 5.0 Overview This chapter provides the summary of the findings from chapter 4, it gives the conclusion, recommendations of the research based on the main objectives. The main objective of this study was to find out the measures put in place in hotels to accommodate physically challenged guests. 5.1 Summary The main objective was to find out the measures put in place in hotels to accommodate the physically challenged guests. The background of the study was done by reviewing literature material by authors who wrote on similar topics. The research design used was a quantitative technique. Various hotel staff was able to answer the questionnaires issued to them. In summary, the studied hotels have put the necessary measures to accommodate the physically challenged guests 5.2 Conclusions and Recommendations Based on the research report, it was clear that the studied five-star hotels have put down some of the necessary measures to accommodate the physically challenged guests. The study results further showed that the hotel staff had basic knowledge that was necessary to make the physically challenged guests comfortable during their stay. Therefore, there is a need to continuously draw these hotel employees towards improving the experience with the PCGs. To be in line with Kenyan vision 2030, these hotels should improve their ways to best deliver their services in a manner that caters to the needs of the PCG. They should seriously take time to study the needs of persons with disabilities to custom their products and services to meet the unique needs of this market. In addition to hospitality and tourism service providers taking time to study the needs of persons with disabilities, service providers should take any complaint made by a guest with a disability seriously and remedy the situation as soon as possible to guarantee their sustained custom as findings indicated that most of them simply avoid or distance themselves from any incident that made them feel discriminated or uncared for. Findings from this research determined that persons with physical disabilities relied heavily on the experience of themselves and others. Hotels should therefore do everything possible to ensure that they make experiences of persons with disabilities visiting or staying with them memorable so that they benefit from referrals to others with disabilities. 5.3 Suggestions for further research studies Further studies should be carried out on: 1. Specific hotels in Nairobi that caters to the needs of PWDs 2. The type of training the hotel staff requires to deal with PWD and to tap this market niche 3. Strategies employed by PWDS to meet the challenges they face in the hotels. References · Daruwalla, P., and Darcy, S. (2005), Public Sympathy: Private Antipathy: Personal and Societal Attitudes Towards People with Disabilities. Annals of Tourism Research, 32(3) p549-570 · Breedt, T. F. (2007). The Need for Disabled Friendly Accommodation in South Africa. http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.463.6750&rep=rep1&type=pdf · Darcy, S. (2010). 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Response Rate General Information Respondents Non-respondents 0.6 0.4 Number of Years in Operation Service in the Organization More than 10 years 1-9 Years 0.75 0.25 AGE BRACKET Age Bracket 20-25 71.4% [CATEGORY NAME] 14.3% [CATEGORY NAME] 7.2% [CATEGORY NAME] 7.1% 20-25 26-31 32-37 38-42 7.2 14.3 71.400000000000006 7.1 Gender Series 1 Male Female 12 Series 2 Male Female 18 Column1 Male Female Accessibility of Serena Hotel Strongly Agree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 9 10.1 14.6 11.8 15.2 10.9 Agree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 48.6 43.5 34.299999999999997 36.200000000000003 34 18.100000000000001 Neutral The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 13.2 12.2 16.100000000000001 16 15.2 44.3 Disagree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 17.399999999999999 22.2 21.1 21.9 34 22.2 Stro ngly Disagree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 11.8 12.1 13.5 14 6.2 4.5 Accessibility of Sankara Hotel Strongly Agree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 10.8 11.1 21.1 36.200000000000003 16.7 11.3 Agree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 44.2 43.1 16.600000000000001 11.8 40.1 38.1 Neutral The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 23.2 32.200000000000003 34.299999999999997 32.200000000000003 17.2 24.5 Disagree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 14.2 7.5 14.6 14.3 12.2 14.3 Strongly Disagree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 7.6 6.1 13.5 5.5 13.9 11.8 Accessibility of Sankara Hotel Strongly Agree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 11 19.3 14.6 9.8000000000000007 12.1 12.2 Agree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 46.8 32.4 21.1 31.9 21.5 32.200000000000003 Neutral The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 11.2 10.7 16.600000000000001 26 16.7 27.8 Disagree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 18.600000000000001 43.5 34.299999999999997 23.3 33.299999999999997 19.600000000000001 Strongly Disagree The hotel caters for PCG Staff are trained to handle PCG The reception has a lowerd section for PCG The elevators are suitable for PCG There's adequate room in public areas PCG guest rooms are big enough 12.4 12.1 13.4 9 16.399999999999999 8.1999999999999993 Role Hotels can play to improve the Lives of PCGs Strongly Agree Raise Awareness Implementation of Policies catering for guests with disabilities Employment of persons with disabilities in the hotel 73 35 27 Agree Raise Awareness Implementation of Policies catering for guests with disabilities Employment of persons with disabilities in the hotel 15 44 46 Neutral Raise Awareness Implementation of Policies catering for guests with disabilities Employment of persons with disabilities in the hotel 5 9 12 Disagree Raise Awareness Implementation of Policies catering for guests with disabilities Employment of persons with disabilities in the hotel 5 7 11 Strongly Disagree Raise Awareness Implementation of Policies catering for guests with disabilities Employment of persons with disabilities in the hotel 2 5 4 Attitudes and perceptions of hotel staff towards physically challenged guests. Strongly Agree Hotel staff are knowledgable about PCG needs Hotel is profit oriented Valid information is provided by the hotel regarding accomodating PCG PCG are viewd as insignificant members Hotel has invested enough man power to take care of PCG 73 11 11 0 10 Agree Hotel staff are knowledgable about PCG needs Hotel is profit oriented Valid information is provided by the hotel regarding accomodating PCG PCG are viewd as insignificant members Hotel has invested enough man power to take care of PCG 14 58 56 0 20 Neutral Hotel staff are knowledgable about PCG needs Hotel is profit oriented Valid information is provided by the hotel regarding accomodating PCG PCG are viewd as insignificant members Hotel has invested enough man power to take care of PCG 7 14 11 1 50 Disagree Hotel staff are knowledgable about PCG needs Hotel is profit oriented Valid information is provided by the hotel regarding accomodating PCG PCG are viewd as insignificant members Hotel has invested enough man power to take care of PCG 4 10 12 10 10 Strongly Disagree Hotel staff are knowledgable about PCG needs Hotel is profit oriented Valid information is provided by the hotel regarding accomodating PCG PCG are viewd as insignificant members Hotel has invested enough man power to take care of PCG 2 7 10 89 10 2 image2.emf image3.emf image4.emf image5.emf image6.emf image7.emf image8.emf image9.emf image1.jpeg