An Assessment of Challenges Affecting Hotel Service towards Handling Physically Disabled Clients in Nairobi County,

An Assessment of Challenges Affecting Hotel Service towards Handling Physically Disabled Clients in Nairobi County, Kenya

By Kariuki Christine Wanjiku (HPM-2-0175-13) & John Kahuthu Gitau

This descriptive study examined the challenges and hardships arising in hotels’ service scapes and the factors that accelerate them towards guests with disabilities in selected star rated hotels in Nairobi. The study adopted a descriptive survey design and 150 hotels’ personnel from different hotels participated in the study. The sampling technique used was simple random sampling technique. Unstructured questionnaires were used to collect quantitative data. Data collected were analyzed using percentages, means, and standard deviation. Results were presented in tables and figures. The results of these analyses revealed that majority of challenges facing clients with disabilities were emanating from the physical design of the hotels as well as from staff behaviors. However, there was a need for alleviation strategies on the side of the management and the staff in general. Based on the findings, recommendations to hotels managers regarding the potential market of clients with disabilities were made. The study broadcasts a genuine voice of the hotel staff members regarding people with disabilities. The findings are special relevance to hospitality researchers, educators and industry practitioners.