Hotel standardization and classification system in Kenya: A quality assurance approach.

• Main Author: Omondi Jack Fredrick
• Format: Article
• Language: English
• Published: AfricaJournals 2019-05-01
• Series: African Journal of Hospitality, Tourism and Leisure
• Subjects: Standardization; classification; grading; star rating; quality assurance; Kenya
• Online Access: https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_66_vol_8_3__2019.pdf

Globally, various classification systems are in use to measure and continuously improve on service quality in the hospitality sector for destination management. Kenya in particular, has pursued hospitality quality standards against the policy background of high value low volume for sustainable growth of the sector since 1972. More recently, the country entrenched in its long term national economic blue print, the goal of making Kenya part of the leading top ten long-haul tourist destinations of choice offering value for money, and a diverse and distinct visitor experience. The role of quality products and services is undoubtedly critical in achieving this desired goal of influencing the international visitors’ choice of Kenya as a preferred tourism destination. Efforts to upgrade the quality standards of hospitality establishments’ products and services remain a priority in the tourism sector development to secure a competitive edge in the global tourism marketplace. However, the applicability of existing classification systems in achieving the desired quality objectives remains an issue under discussion. The study was an attempt to assess the current scenario of classification systems with particular reference to Kenya. Explicitly, the study reviewed hotel rating systems, identified the attendant benefits inherent in the standardization and classification schemes in use and the constraints therein. The study adopted a content analysis methodology to review and analyse existing academic literature and apposite government documents. The conclusions drawn in this study are the basis for the proposed quality assurance model, which is considered to be vital in bridging the gap between customer’s expectations and experiences as a cornerstone for gaining customers loyalty. The quality assurance model, therefore, is envisioned to find relevance across the world and provide a firm foundation in tourism destinations’ management and improvement of hospitality service quality for sustainability and competitiveness aspirations.