TITLE: IMPACT SKILLED EMPLOYEES ON FOOD QUALITY

PRODUCTION IN CATERING ESTERBLISHMENT IN

KISUMU COUNTY.
CANDIDATES NAME: ANYANGO CLARICE

INDEX NO: 7411050465

COURSE NAME: CERTIFICATE IN CATERING AND

ACCOMMODATION

COURCE CODE: 1802

CENTER NAME: THE KISUMU NATIONAL POLYTECHNIC

CENTER CODE: 741105

PAPER CODE: 1802/205

SUPERVISOR: MADAM LOICE KOECH

SUBMITTED TO: THE KENYA EXAMINATION COUNCIL IN PARTIAL

FULFILMENT OF THE AWARD OF CERTIFICATE IN
FOOD AND BEVERAGE PRODUCTION, SALES AND
SERVICE

SERIES: OCT/NOVEMBER 2022

Declaration
I hereby declare that this project is my original work and has never been submitted for the award
of a diploma in any college or university.

NAME…………………………………………………

SIGNATURE…………………………………………

DATE…………………………………………………

Declaration by supervisor;

I declare that the business plan forwarded to The National Examination Council with my
approval as the supervisor.

NAME: …………………………………………….

SIGNATURE: ……………………………….........

DATE: …………………………………………….

i
Dedication
I dedicate this project to my parents Mrs. Airo for their moral and financial support and also to
my closest friends Josephine and Mitchell, especially Leone who help me in typing this piece
diligently and Rachael for the support they gave me throughout my compilation.
To my God for my wellbeing.

ii
Acknowledgement
In the course of undertaking this research work, the many journeys, which have been undertaken
to bring to fruition, have necessarily resulted in assistance from many people along the way. All
must be thanked, though it’s impossible to mention each and every one by name.

I’m immensely grateful to my supervisor Mrs. Loyce Koech for the knowledge, ideas, and the
advice he incorporated in me that facilitated the writing of this dissertation. The input was very
crucial.

iii
Abstract
The hotel industry will be most dynamic and largest industry in the world in Kenya as well.
Unskilled labour has affected the hotel industry and still will affect the hotel industry negatively.
This may lead to poor infrastructure and low-income rate in hotel industry for example Dipploz
hotel in Kisii experiences low-income rate in their industry since there is a high a high number of
unskilled personnel. The question that comes to my mind about how to put an end to this agony
will be how to handle unskilled labour an end to this production in the hotel industry, this will
help Dipploz hotel know to handle the situation much better. Secondly it will ask them in what
way do unskilled labour affect the industry it is either positively or negatively. Thirdly to find out
the impacts of of this unskilled labour on production in the hotel industry. Then lastly the
challenges that they pass through when they increase the level of the unskilled personnel in the
hotel industry. You must also have a due on how you will approach the employees of the
industry, the approach will determine on whether the response or the results even is definite or
not. Some of the methods used to approach the employees is the use of the questionnaire. When
using questionnaires, this will need you to communicate with the educated ones so that they will
know what to do on the paper on the questions. The other remaining method will be fit for both
parties.

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Table of Contents
Declaration...............................................................................................................................................i
Dedication...............................................................................................................................................ii
Acknowledgement.................................................................................................................................iii
Abstract..................................................................................................................................................iv
CHAPTER 1...................................................................................................................................................1
INTRODUCTION...........................................................................................................................................1
BACKGROUND OF THE STUDY......................................................................................................................1
STATEMENT OF THE PROBLEM....................................................................................................................1
THE OBJECTIVE............................................................................................................................................1
THE RESEARCH QUESTION(HYPOTHESIS).....................................................................................................2
THE PURPOSE OF THE STUDY......................................................................................................................2
LIMITATION OF THE STUDY..........................................................................................................................2
DEFINITION OF TERMS................................................................................................................................2
ABBREVIATION.............................................................................................................................................3
CHAPTER TWO.............................................................................................................................................4
LITERATURE REVIEW....................................................................................................................................4
INTRODUCTION...........................................................................................................................................4
IMPACTS OF UNSKILLED LABOUR ON PRODUCTION IN HOTEL INDUSTRY...................................................5
HOW TO HANDLE UNSKILLED LABOUR ON PRODUCTION IN HOTEL INDUSTRY..........................................6
THE EFFECT OF UNSKILLED LABOUR ON THE PRODUCTION IN THE HOTEL INDUSTRY................................7
THE CHALLENGES OF UNSKILLED LABOUR ON PRODUCTION IN HOTEL INDUSTRY.....................................8
CHAPTER THREE..........................................................................................................................................9
METHODOLOGY...........................................................................................................................................9
3.1 INTRODUCTION.....................................................................................................................................9
3.2 RESEARCH DESIGN...............................................................................................................................10
3.3 TARGET POPULATION...........................................................................................................................10
3.4 SAMPLE DESIGN AND PROCEDURES....................................................................................................10
3.5 DATA COLLECTION PROCEDURES.........................................................................................................10
3.5.1 QUESTIONNAIRE...............................................................................................................................10
INTERVIEWS...............................................................................................................................................11
DATA ANALYSIS AND PROCEDURES............................................................................................................11
CHAPTER FOUR..........................................................................................................................................12

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DATA PRESENTATION ANALYSIS INTERRELATION........................................................................................12
DEMOGRAPHIC CHARACTERISTICS OF RESPONDANCE..............................................................................12
TO FIND OUT THE IMPACTS OF UNSKILLED LABOUR ON PRODUCTION IN HOTEL INDUSTRY....................14
HANDLING OF UNSKILLED LABOUR ON PRODUCTION IN HOTEL...............................................................15
HOW UNSKILLED LABOUR AFFECT YOUR ESTABLISHMENT........................................................................16
THE CHALLENGES THE HOTEL INDUSTRIES UNDERGO DUE TO UNSKILLED PERSONNEL ON PRODUCTION
..................................................................................................................................................................17
CHAPTER FIVE............................................................................................................................................18
SUMMERY, CONCLUSION AND RECOMMENDATION..................................................................................18
INTRODUCTION.........................................................................................................................................18
SUMMERY..................................................................................................................................................18
IMPACTS OF UNSKILLED LABOUR ON PRODUCTION IN HOTEL INDUSTRY.................................................18
ESTABLISHING HOW TO HANDLE UNSKILLED LABOUR ON PRODUCTION..................................................18
DESCRIBING HOW UNSKILLED LABOUR AFFECT PRODUCTION IN HOTEL INDUSTRY.................................18
CHALLENGES OF UNSKILLED LABOUR ON PRODUCTION IN HOTEL INDUSTRY..........................................19
CONCLUSION.............................................................................................................................................19
RECOMMENDATION..................................................................................................................................19
REFFERENCE..............................................................................................................................................20

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CHAPTER 1
1.0 INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Many hotel industries around Kisumu and even countrywide somehow have to experience the
agony of unskilled personnel around. This has been there and still be there since not so many
people are unskilled. Hotel industries needs to find a way on how to handle skilled personnel and
unskilled since the situation is already there. The hotel industries should therefore find a reason
why there is so many personnel and find way to help the people undergoing the same. it is very
important to make the hotel industry and the people worldwide that this situation of unskilled
personnel exists and it is really there and find out how these unskilled and skilled personnel
affect the production sector in hotel industry and also to find the effect of skilled personnel see
on the changes skilled personnel brings in the industry. This is a situation that has been there
since so what is best to be done is how to deal with the situation and most of all accept that it is
there and it exist. Most of the employee in the hotel industry are somehow to totally or fully
skilled but they do have experience of work they do around the premises so it is very important
to show awareness about the situation and learn on how to live with it around us and around the
hotel industry at large.

1.2 STATEMENT OF THE PROBLEM

It is very important to talk more about the impact the skilled employee’s in production in hotel
industry. The study will talk more about the effect of unskilled employees on production in hotel
industry. Talk more about how to handle the same situation in the industry. The study will talk
more about how skilled employees affect them either positively or negatively and come up with a
solution of the same.

1.3THE OBJECTIVE
The objectives of this study are;
i. To find the impact of skilled labour on production in hotel industry
ii. To establish how to handle skilled and unskilled labour on production in hotel industry
iii. To describe how unskilled and skilled labour affect the production on hotel industry
iv. To determine the challenges of unskilled labour on production in hotel industry

1
1.4 THE RESEARCH QUESTION(HYPOTHESIS)
The question of the study will either be orally or use of the questionnaire. This will be;
 What is the reason for employment of unskilled or skilled personnel on production in
hotel industry
 How they handle unskilled labour on production on hotel industry
 How do unskilled personnel effect the hotel industry
 What are the challenges of unskilled labour on production in hotel industry
 If there is any chance of employing unskilled personnel on production in hotel industry.

1.5 Scope of the study

The study will focus on effects of skilled employees on customer retention. An appropriate
method of picking a significant sample of star rated hotels from the selected field that are within
Kisumu City shall be used. The study will be conducted between the months of April to June.
Key hotel personnel that will be interviewed will include the hotel managers, head chef and head
waiter. Questionnaires will be the major tool for extracting information.

1.6 JUSTIFICATION OF THE STUDY

The purpose of this study is to find out the impacts of skilled labour in production in hotel
industry has helped them and how they tend to corps with the situation on hand. The study will
help to know to handle the situation of skilled personnel make production be better and quality to
be produce in order to maintain customers in hotel industry.
The study will help to know the challenges brought by unskilled and skilled personnel on
production in hotel industry.

1.6 LIMITATION OF THE STUDY

Language barrier- it is a situation where one does not understand the language the other person is
speaking .this may lead to not getting information from the other party.
Poor roads- the roads used to reach a specific place of research can be in bad state where no
means of transport con reach. This may lead to not having enough information for the research.

2
Weather- sometimes weather can determine whether to carry on your research or not for example
during rainy season can lead to poor transport
Cost- the research may cost lot financially and this effect the researcher not to come up with the
solution to the problem

1.7 DEFINITION OF TERMS

Personnel- is the body of persons employed in an industry
Barrier-is an obstacle that prevent access to something
Unskilled- not having special skills or training

3
CHAPTER TWO
LITERATURE REVIEW
2.0 INTRODUCTION
This chapter entails impact of unskilled labour in hotel industry on production. How to handle unskilled
labour in hotel industry, how unskilled labour affect the production on hotel industry and the challenges
of unskilled labour on production in hotel industry.

4
2.1 IMPACTS OF SKILLED LABOUR ON PRODUCTION IN HOTEL
INDUSTRY

When one lacks the basic skill that are required for a specific task in hotel industry it can be very difficult
for that organization to thrive and be productive. Unskilled labour has been a pain in the neck for many
organizations and industry worldwide. If one has the basic skill needed then it can be a little bit easier
for some industries to plan and come up with something that can make the industry comes to its fit and
produce much than expected. Basic skills help one to widen his or her thinking and come up with
business idea that make the industry rise. When one is skilled, he or she can know how to handle
themselves from hazards and keep themselves safe from accidents compared to the person who is
unskilled .it is important to have skills on how to handle some things to avoid petty accident from
occurring each time simply because one does not have the right skills to handle these things or machine
sin an industry. High rate of a hotel personnel in a hotel industry in production can lead to very low
productivity in the industry rate. For the industry to very productive it is therefore very important for
the industry to have skilled personnel people who can manage the industry and come up with an idea
that can help the industry be productive and thrive and be productive in all the sector. Poor personal
skills can also can lead to low productivity in hotel industry. If one has skills of doing something can help
because he or she can be able to invent something and come up with something that can be very useful
in the industry. interpersonal skills is very helpful more so on production in the hotel industry since one
can come up with a recipe of a certain dish and be loved by many guests and that leads to high
production rate in the industry unskilled labour doesn’t have benefits in the hotel industry especially on
production sector. Unskilled personnel lead to low productivity rate on production in hotel industry.

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2.2 HOW TO HANDLE UNSKILLED LABOUR ON PRODUCTION
IN HOTEL INDUSTRY
Unskilled labour has been a pain in the neck to many industries worldwide there has been operation on
how to handle unskilled personnel in hotel industry and so many has to come in conclusion and found
some new ways of handling unskilled personnel on production in hotel industry in some hotel industries
they have organized training section every day or have a little knowledge on production in hotel
industries. The training has help so many on how to handle things or machines in hotel industry in all the
section and most especially on the production sector. Me hotel industries has come up with a way of
handling situation, secondly help the illiterate or the unskilled by the skilled to handle some of the
technical machines on production in hotel industries and prevent so many hazards from happening. The
skilled personnel are also helpful to the unskilled in the industry, for the industry to thrive have the
skilled personnel as the director and the manager for them to direct the unskilled employees on what to
do and how to do it and make sure they follow what the manager or director has told them to do to
avoid any conveniences on the production in hotel industry. Unskilled personnel have to be motivated
for them to have the passion on to what to learn more about production. For example, give them a
challenge like whoever does well in doing a particular duty will be given a lucrative reward or even be
given a motivational fee teach the, frequently and be persistence and very patient with them since some
of them can be quick learners and others slow learners it is up to you as the skilled to handle the slow
learners.

6
2.3 THE EFFECT OF SKILLED LABOUR ON THE PRODUCTION
IN THE HOTEL INDUSTRY
Lately unskilled personnel have led to low productivity rate on production in hotel industry unskilled
personnel has affected production in a very high level especially in the production sector. The
productivity rate in the hotel sector has deteriorated and this led to low-income rate in the hotel
industry. Poor services to the guests or customers can make them to avoid coming to your hotel industry
and this can lead to low productivity rate. Poor services can be brought by lack of skills in the production
sector maybe the food is badly cooked and this can discourage the guests from coming back to the
industry again.

Unskilled personnel can also lead to injuries or accidents since on is not learned on using a specific
machinery.in the process he or she can use the machine and even cause a drastic accident that can lead
to them and others injuring themselves simply because on lack of knowledge of handling that specific
machine .

Unskilled personnel can also lead to destruction of some things or machines in the hotel industry lack of
knowledge on how to handle specific machines can lead them into causing damage and this results to a
loss in the industry in the management sector or lack of skills on how to handle production machines in
the hotel industry can also lead to poor production since there is no enough functioning equipment to
carry out the production tasks in the hotel industry unskilled personnel can also lead to poor
management of the industry if the management does not have the skills on how to handle the
production in hotel industry then the industry is likely to collapse since the management is poor and
have no business idea on how to make the industry thrive.

7
2.4 THE CHALLENGES OF SKILLED LABOUR ON PRODUCTION
IN HOTEL INDUSTRY
Some of the challenges the hotel industry face on production are destruction of some machines
and equipment that are used in the hotel industry and this can lead to poor production in the
industry and by this lead to lose of customers or guests in the hotel industry. When one does not
have any skills on handling these production machines, they can do somethings that can lead to
the damage of these machine. Secondly low productivity rate is another challenge that hotel
industry undergo on production since there is not enough skills to invent an idea and come up
with the business idea for the production of the industry the business can collapse and not thrive
to a success. Training cost is another challenge in the hotel industry since the hotel spend too
much to train the employee on what to do and how to handle these machines and equipment and
other things to the unskilled personnel can also lead to poor services to the guests in the hotel
industry. When poor services are given to the guest, they lose the interest of coming back to the
industry and also convince others from coming to the industry and this can lead to low
productivity rate to the hotel industry. Unskilled personnel have made so many hotels industry
fall apart due to poor management since there is no idea on how to handle the industry. Lack of
knowledge can a very big problem since there is no content in a person’s mind on how to handle
and drive the industry. Hotel industry is a big organization all over the country and worldwide
since it really helps the tourist and even the resident of a country offer accommodation and food
for many different people and when the people in that industry are unskilled then the services
offered in that industry definitely very poor and that sends customers away and lead to poor
management and low productivity rate.

8
CHAPTER THREE
METHODOLOGY
3.1 INTRODUCTION
This chapter entails research design, target population, sample design and procedures, data
collection procedures and data analysis procedures.

3.2 RESEARCH DESIGN

It is the framework of research methods and techniques chosen by a researcher. In this chapter,
the survey design will be used to carry out the study on impacts of unskilled labor on production
in the hotel industry. Survey method will help the researcher to find out more about the situation
at hand since it is the cheapest and easiest way to do the research.

3.3 TARGET POPULATION

The research aims at targeting the manager of the hotel industry. Some of these hotels in Kisumu
that the researcher will be able to carry out the research are; Great Lakes Hotel and Victoria
Hotel in Kisumu county. The manager will have the skill and ability to answer the questionnaires
with a lot of ease since they have the knowledge and skills. This will help the research with the
correct information he/she needs for the research to be a success. In this survey the staff or
employees will also be of great help to the researcher since they too have the information and
the answers to the questions the researcher is looking for in that particular field.

3.4 SAMPLE DESIGN AND PROCEDURES

The research aims at using random sampling for data collection during the research period. This
method of data collection is very much authorized because it is the easiest method to be used by
the research. It is also a simple method to carry out the research on data collection and it is also a
convenient way of collecting data during the research.
The research also aims at conducting an accurate method of sampling that will give correct
information and also have adequate sampling size for the research to be convenient and effective
to the topic of research.

3.5 DATA COLLECTION PROCEDURES

This chapter entails the following data collection methods or procedures. These involves
questionnaires and interviews as the method of collecting data.

9
3.5.1 QUESTIONNAIRE
The research will give out questions for the targeted population in the field of study. The
question prepared to the targeted population. Some of the advantages and disadvantages of the
questionnaires are as follows
Advantages of questionnaires
 It is easy to plan and execute.
 It has great coverage up to the international level.
 It is economical.
 The respondent can select their own language and version of answering the questions.
 It has greater potential.

Disadvantages of questionnaires
 It cannot be used for illiterate and small children
 It allows respondent to change their previous answer if it contradicts the after answer.
 Validity and reliability is low
 Poor and late response
 Not helpful in finding information of the complex emotional person

3.5.2 INTERVIEWS
This chapter will involve asking question orally for the targeted population the method can be
used in both the skilled and unskilled personnel because it is an easier way of conducting the
research. Some of the advantages and disadvantages are as stated bellow.

Advantages of interviews
 Ability to find the right candidate
 Enable detail assessment
 Create sources of information
 Increase the knowledge of the researcher and the targeted population
 Understanding the stakeholders better
 Extracting additional information

10
Disadvantages of interviews
 Highly time consuming
 It is quick to judge
 Risk of personal bias
 It has unpredictable outcome
 It is very hard to verify the outcome
 It can easily form stereotypes

3.6 DATA ANALYSIS AND PROCEDURES

In this chapter the data collected or gathered by the researcher is put together to give the
feedback of the researcher. The research give the analysis of the whole chapter and topic
discussed. All the information acquired or obtained during the research are put together to bring
out the solution of the problem discussed and at least give some of the interested parties involved
in the topic researched on.

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12
 CHAPTER FOUR
4.1 DATA PRESENTATION ANALYSIS INTERRELATION
In this chapter it presents the findings and analysis and the interpretation of data collected from
the managers of the hotel. The study investigated the impact of unskilled labour on production on
the hotel industry. The objectives of the study were to:
 To find out the impact of unskilled labour of production in hotel industry
 To determine how to handle unskilled labour on production in hotel industry
 To describe how unskilled labour affect production sector in hotel industry
 To establish the challenges of unskilled labour on production in hotel industry

4.2DEMOGRAPHIC CHARACTERISTICS OF RESPONDANCE

The resonance of the research was to indicate the age gender and years of experience
There response were as shown in the table below
4.2.1

Age Frequency % x /sample *100

13
30-35 1 20
35-40 2 40
40-45 2 40

30-35 35-40 40-45

Gender frequency % x /sample *100

Male 4 80
Female 1 20

14
 male female

Source: fieldwork 2022

The table above indicates that 40% of the respondents were aged between 35-40 and 40-45 and
80% were male and 20% were female because most men hired without skilled personnel and
most women were skilled in what they do.

15
4.3 TO FIND OUT THE IMPACTS OF UNSKILLED LABOUR ON
PRODUCTION IN HOTEL INDUSTRY
The resonance were required To write about the impacts of unskilled labour on production in
hotel industry.
The responses were as shown in the table below 4.2.2
Impacts of unskilled labour frequency %
on production in hotel
industry
Damages of instruments and 2 40
machines
Mishandling of the machinery 1 20
Bad managements of guest or 2 40
client

Damages of instruments and machines Mishandling of the machinery

Bad managements of guest or client

Source fieldwork 2022: the table above indicates that about 80% of the resonance support the
objective answer of impact unskilled personnel brings about mishandling of the equipment

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4.2.3 HANDLING OF UNSKILLED LABOUR ON PRODUCTION IN
HOTEL
Handling of unskilled labour frequency %
on production in hotel
industry
They are given a job training 3 60
Orientation 2 40

They are given a job training Orientation

The table above indicates that 60% respondent went on with on job training of unskilled workers
and 40% offer orientation to them

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4.2.4 HOW UNSKILLED LABOUR AFFECT YOUR
ESTABLISHMENT
How unskilled labour affect frequency %
your establishment
Readiness to take correction 2 66.2
and and accept them
Breakage and damages of 1 33.3
machinery and equipment’s
by unskilled personnel
4.2.4

Readiness to take correction and and accept them

Breakage and damages of machinery and equipments by unskilled personnel

Source : field work: the table above indicates that 66.2% of the respondent are ready to accept
correction and 33.3 of them Engauge in breakage and damage of the machineries and equipment
due to knowledge of the equipment.

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4.2.5 THE CHALLENGES THE HOTEL INDUSTRIES UNDERGO
DUE TO UNSKILLED PERSONNEL ON PRODUCTION
Challenges the hotel industry Frequency %
undergo due to unskilled
personnel on production
Clients are affected by their 3 42.9
attitude and mistakes
High turn over 2 28.6
Lack of exposure 2 28.6

Clients are affected by their attitude and mistakes High turn over
Lack of exposure

Source fieldwork 2022

The table above indicates that 40% of the respondence agrees with the challenge that unskilled
workers or personnel attitude can affect the organization and client and 28.6 support lack of
exposure and high turnover.

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 CHAPTER FIVE
SUMMERY, CONCLUSION AND RECOMMENDATION
5.1 INTRODUCTION
This chapter consists of the summery conclusion and the recommendation on the impacts the
unskilled labour on the production in the hotel industry

5.2 SUMMERY
In this chapter it aims at presenting a summary of the study of the objectives and research
methodology

5.2.1 IMPACTS OF UNSKILLED LABOUR ON PRODUCTION IN

HOTEL INDUSTRY
The research aimed at finding out the impacts of unskilled labour on production in hotel industry
the research findings is that so many people in the hotel industry are unskilled on the production
sector because they have much experience on the work with no papers.

5.2.2 ESTABLISHING HOW TO HANDLE UNSKILLED LABOUR

ON PRODUCTION
In this section the research findings on how unskilled labour is handled in hotel industry on
production is that most hotels offer on job training to the unskilled personnel and they orientation
to them too. This can help the industry a lot on the production sector.

5.2.3 DESCRIBING HOW UNSKILLED LABOUR AFFECT

PRODUCTION IN HOTEL INDUSTRY
From the research findings the study show that some hotels are affected negatively and some
positively with the unskilled personnel. some hotels, the unskilled personnel are ready to be
corrected when they make mistakes and change, this is positive effect and other unskilled
personnel makes the damages to the equipment and machineries this causes lose to the industry
hence it affects the hotel industry negatively.

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5.2.4 CHALLENGES OF UNSKILLED LABOUR ON PRODUCTION
IN HOTEL INDUSTRY
The research of the study indicates that some of the challenges the hotel goes through due to
unskilled personnel they have in the establishment some of the challenges found are sometimes
these unskilled personnel makes various mistakes that also affect the customers or guest there is
high level of turnover they lack exposure and finally their level of understanding is low due to
their attitude towards the service they offer

5.3 CONCLUSION
In conclusion to this the results of the study of an impact of unskilled labour on production in
hotel industry this affect the hotel industry severely in a way that it lowers the productivity rate
of the industry. The research finds a way in which the unskilled personnel can be trained to be in
a good position to offer services. Some hotel industry offers on job training and orientation to the
unskilled personnel to help them not to make simple and various mistakes that can affect the
industry.

5.4 RECOMMENDATION
Based on the research done the study on the impact of the unskilled labour on production in hotel
industry recommend that unskilled personnel must be considered and taken seriously in the hotel
industry the solution must be found out soon enough to avoid poor or low productivity in the
hotel industry on production. The training of the unskilled personnel should be offered in the
industry to help I the growth on the industry on production sector.

21
REFFERENCE
1. Advantages And Disadvantages Of Questionnaire (March 9, 2022, Prasanna)
2. https://www.coursehero.com/file/92323246/Assignment-2docx
3. http://www.statslab.cam.ac.uk/Dept/People/djsteaching/S1B-17-10-homogeneity-CIs.pdf

22