The role of customer service training in the hospitality sector : a case of the Wild Coast Sun Hotel

Abstract

The purpose of the study was to determine the role of customer service training in the Hospitality industry using the Wild Coast Sun as a case study. The study aimed to add value in identifying the different types of customer service training in the Hospitality industry and serving as a benchmark for the industry. The research methodology employed in this study was a quantitative approach, which aimed to measure and describe the facts, the design used, the numbers and the statistics to reach a conclusion. In this study, the creation and design of the questionnaire went through numerous drafts, which required a considerable amount of time to improve until the final research instrument was formulated. The questionnaire for this study contained a combination of structured questions with closed-ended responses and Likert-scale statements, formulated to focus on a specific area to obtain precise data that allowed for statistical analysis. The responses were analysed using the latest version of the Statistical Package for the Social Sciences (SPSS) version 27 for Windows. The statistical breakdown was conducted in two phases, namely a descriptive statistical analysis and inferential statistics to test the hypotheses. Many significant findings developed from the comprehensive theoretical scrutiny of the statistics. Additionally, these conclusions were also substantiated by other authors and researchers who performed similar studies and whose results were contextualized for the outcomes of the current study. It was recommended that Senior and executive management create a customer-centric environment for both internal and external customers.