INTRODUCTION

1.1 Background of the Problem

Almost everything in hospitality industry is determined by physical labor of many hourly

(or non-managerial) workers. There are few industries which are dependent on the performance
of hourly labor for success. The duties done by these workers are to make the items, serve them
to the clients and deliver them. The performance of these labors depends on how well these
items create and serve and to the extent how well they are organized. If they are not well
organized or quality of service is poor and the organization is in difficulty. It is the people who
administer these labors who hold the keys to prosper the operation (Miller, Walker &
Drummond, 2007).

Deloitte (2010) reviews the worth of human capital in the business is undeniable. The
normal hotelier spends 45 per cent of working cost and 33 percent on the work cost namely the
workers pay and advantages . The critical level of work spends the workers turnover the
business keeps on staying high.

The Starbucks experience in a case study asserts that Schultz argued that keeping in mind
the goal to create respect and trust with clients, the initial step of an organization is to create
respect and trust with the customers. Howard Schultz saw this advantage as a part of his center+
of methodology that to consider individuals like family and they will be true-hearted and give
everything. Support the individuals and they will support you (Enz, 2010).

Deloitte (2010) reports that key to the brand guarantee is the ability conveying it.
However the normal stuff is still 33 percent with staff costs representing 45 percent of working
costs and there is solid connection between staff maintenance and clients contentment. The
Administrators require that to consider the best quality to enroll, compensate and ability to
guarantee reliable client contentment.

In hospitality business the workforce is described by untalented, semi-gifted and talented

supervisory and administration. The hospitality industry is altering fast due to the globalization.
International Labor Organization (2010) states that the sector is described by the variety,
difficulty, inter linkage and explosion as far as work relation. International Labor Organization
(2010) report further expresses that many sorts of work environment is effected by these
associations which comprise full time part-time, temporary, casual and seasonal and have huge
consequences Human resource growth inside the part.

There is the diversity of levels in hospitality industry from one institution to another.
Miller et. al., (2007) reviews authority is the right and power to establish the important decision
and take the important effort to achieve the particular business. Responsibility is the
commitment that a person has to accomplish definite duties and activities. Subsequently, the
manager is the delegate spokesperson on the ground and in day to day contact with people in
hospitality industry. The best administration expects him to guarantee the job is successfully
done and visitors are well behaved by the workers.

Davis, Lockwood, Alcott and Pantelidis (2012) in a question asked, that what is the
reason numerous administrator disappoint early in the profession? He replies that it is the failure
that they are unable to create a relationship with workers. Miller et. al., (2007) states that ones
achievement in a job degree is depend on his team members that how he treats and establishes a
relation with members.

In modern days, the powerful leaders do not use the former power strategy. Modern
administrators realize that it is ineffective to be impolite with the workers. In their point of view
persuasive workers do their work efficiently (Manning & Curtis, 2009). Singular management
with outstanding impersonal skill is the significant characteristic of a hospitality industry. It
involves the listening, questioning, negotiating and interaction with both workers and
administrators (Hunter, Tinton & Mannall, 2010).

International Labor Organization (2010) states that department flourishes in a situation

where management-worker relations correlate in order to give the excellent service. The
association between management and worker is establish through the powerful social interaction
that is essential for fruitful work for the maintenance of the equal opportunities, self-
determination, inter-bonding, security and human pride. Powerful managers should understand
the people on whom the progress of their unit is based upon. Each individual/ team group and
company is unique and difficult but their performance is based upon the opportunity, space and
dedication to work. In a hotel a large number of workers are not aware of the association
mission, vision and the center estimations of the association (Ongori et. al., 2013). Kenyan
organizations hold conventional thinking to rule the people through the influence on supervisory
process which plays a significant role (Budhwar & Debrah, 2001).

In present times, all the diversity in company functions are brought by communal
situation and it certainly influences the administrative position. A considerable problem which
the latter companies are facing is within the substance of administrative task. To attract the
stakeholders the administrative roles shifts from conventional to modern roles for the companys
flourishment and production (Wadongo, Odhuno & Kambona, 2010).

Eikenberry, 2007 states that coaches know that for healthy performance of team depends
on the passion and positive message. The leaderships style and skill to influence one will have
major rule for career prosperity and companys production (Lussier, 2013). In addition it is
related to fulfill someone expectation. In business, the role of administrator is to behave with the
people not as failures. But as talented individual so they will give excellent performance in
order to fulfill managers expectation (Robbins, 2008). Effective administrator plays important
roles which include demanding and mobilizing, harmonious and consensus building, driven and
developmental of an organization. An administrator is aware of using each style effectively at
perfect time (Rosner & Halcrow, 2010).

1.2 Statement of the Problem

In hospitality industry, administrators face many difficulties in work environment due to

the unique characteristics of the industry (Davis, et al., 2012). Hospitality and administration are
the intrinsic qualities and uncommon characteristic that a man has; these are not the description
of the business. You can't get them. You either have them or you don't. You can't design them.
Hospitality originates from inside a person (Sturman, Corgel & Verma, 2011).

It is significant to mention the area and its casual sectors that gives a critical number of
occupations to the workers which provides little or no formal training and who do not want to
join the long term responsibilities. E.g. students (International Labour Organization, 2010).
The performance management has to do attractive and appropriately effective, and a research
proves that a large number of administrators fail in clear communication, guiding others for
prosperity, and improving poor performance (Manning & Curtis, 2009). A research on
challenges that are facing Hospitality industry in Kenya by Kimani (2012) pointed out a very
crucial relationship between human resources functions and hotel performance and explored the
leadership style at the Safari Park Hotel and how it affects the worker job performance.

1.3 Aim of the Study

The aim of this study was to explore the leaderships administrator approach and how it
influences the worker job performance.

1.4 Questions for Investigation

The present questions will help the study:

1.4.1 Why leadership styles are prevalent at the Safari Park Hotel?
1.4.2 How does the leadership style of a manager affect the worker job performance?
1.4.3 Which are the good leadership practices in the hospitality industry?

Design of Research

Sekaran & Bougie (2013) defines that design of research is a representation that is
used to maintain data, quantification and examine the data based on the questions presented for
the study. Cooper and Schindler (2011) defines the descriptive study as it is the research that is
related finding out who, what, where, when or how. The main strategy of this study is based on
survey. A survey is the descriptive research which is concerned with the study of factual amount
of consciousness, understanding, performance, viewpoint and approach within the company
(Zikmund, Babin, Carr & Griffin, 2010). According to Saunders, Lewis and Thornhill (2009)
points out that a survey methodology directs you more control to take the process of research
and when evaluation is used, then it is manageable to produce results which are illustrative of
entire public on cheap price than accumulating material for the entire public. The skills of
accumulation material methods that are being used in surveys are questionnaires or scales
(Quinlan, 2011).

Public and Sampling Design

3.3.1 Public

The public includes the non-administrable workers of case study from the various
departments: human resource, housekeeping, food and beverage (service and kitchen), finance
and information communications technology, health club, purchasing and security

Sampling Design

Simple random example is viewed as a special case in which every populace component has a
known and equivalent possibility of determination (Cooper and Schindler, 2011). The populace
under investigation was the staff in the different offices in the lodging. The different divisions
speak to the strata. Straightforward irregular inspecting was utilized to choose proportionate
portrayal from every stratum. Basic arbitrary inspecting includes you choosing the specimen at
irregular from the examining outline utilizing arbitrary tables, a PC or an online irregular number
generator (Saunders et. al., 2009).

3.3.2 Data Collection Methods

Questionnaire

The information accumulation strategy utilized was the questionnaire. The questionnaire was
preferred because of the way that the investigation was bound to just a single association i.e. The
Safari Stop Lodging and accordingly it is simpler to gather the finished reactions. The
questionnaire was organized and managed by the examination questions. The surveys were hand
conveyed to every respondent and gathered later. The surveys were as close finished inquiries
which will be founded on the examination questions.

Cooper and Schindler (2011) states that the questionnaire composed an introduction which
uncovered the motivation behind the examination, statistic question yet maintained the obscurity
of the respondent. The questions were sorted out in light of the research questions. The likest
scale was utilized as a part of this investigation. The member was made a request to agree or
disagree with every statement. Every reaction is given a numerical score to mirror its level of
attitudinal idealness, and the scores perhaps summed to measure the members general
disposition.

Examining the Material Techniques

Details of facts arrangement incorporates the organizing, encrypting, entering of figures

is the action which confirms the perfection of the material and transformation from crude frame
to lessen and group structures which are suitable for the examination (Cooper and Schindler,
2011) The quantitative information gathered from the surveys was coded, entered in and altered
in like manner. Sekaran and Bougie (2013) states the information coding includes allocating a
digit to the members' reactions so they enter into a database. The descriptive information got
from the polls will be dissected and ordered by the examination questions.

An Illustrative figure was utilized for quantification the immediate aptness i.e. total percentages
and amount given in charts, work figures and diagram. Deductive figures were utilized as a part
of making legitimate conclusions from the information. Measurable deduction utilizes the
information picked up on an example populace to make determinations about the populace from
which the specimen was drawn (Quinlan, 2011). The binary logistic regression was utilized to
quantify the quality and course of the connection between the two factors in this examination.
The quantitative information will be coded and investigated through the factual bundle for the
sociologies (SPSS) program