Improving Service Quality in Hotels in Buea Subdivision before the African Nation’s Cup (Afcon - 2016 and 2019): The Public Sector Role

摘要

The delivery of service quality within the tourism, hospitality and leisure industry is located firmly within marketing. Since services within the tourism, hospitality and leisure industry are intangible, the only option that can easily provide a competitive advantage to these restaurants and other sectors in this industry is the quality of service provided to clients. Human contact are necessary for the delivery of service, it is at this moment that front line staffs or employees need to show their best in order to sell the image or reputation of the firm, and there will be a repeat of purchase by the customers when they feel satisfied with the quality of services rendered to them. Quality enhancement is increasing and that service quality and customer satisfaction is central and vital to any business. The Ministry of Tourism and Leisure in collaboration with some proprietors have been carrying-out nationwide training to improve on guest satisfaction during the 2016 and 2019 African cup of Nations for female and male respectively.