of the respondents are not accepted, while the remaining 6(3.

8%) of the respondents are not

clearly know the Hotels/Resorts practice that related to reward for the work. This shows that, the
four star Hotels and Resorts moderately (average mean value 3.30) reward their employees
according to their work performance.

The interview data from the general managers and personal observation by the researcher
confirmed the above finding. All the interviewed managers pointed out that, "There is a reward
and motivation program in our hotel/resort for the employees, according to their performance."
"Selecting employee of the week, employee of the month, employee of the year is one of the
common practices of the hotels/resorts" as managers stated. “The employee, who selected as
employee of the month more than two times, got a promotion by position or earns salary
promotion” as one of the managers mentioned. There is a reward system in each month for the
employees from each department who selected as employee of the month.

Picture: 4.7. Employees' picture that selected and rewarded as employee of the month

Source: (Field observation, 2019).

Picture 4.7 shows some of the employees who are selected as employee of the month. After the
selection of the employee of the month, “the certificate of recognition and some amount of the
money given to them in front of all the employees and the photos of the employee is posted on
the board that all employees can see it.” The hotels also practice this system to give reward for
the best performed employees as well as a motivation for all employees.

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In related to the motivation, reward and promotion of workers in the hotel, Cheruiyot and Maru
(2012) also found that the Kenyan hotels involved in this issues at good level; “reward system
of the hotels is more or less competitive and this satisfy employee basic needs”.

Generally, as table 4.7 reveals, from the listed practices of the Hotels and Resorts regarding
working conditions of the employees, the possibility to go freely when the employees are on sick
and maternity whenever appropriate and the possibilities for job development and promotion
with the mean value of 3.77 and 3.50 respectively, are the top practices and the practice of
providing continued training and capacity building program is relatively less as average mean of
2.87. The grand mean 3.36 reveals that the working condition of the employees in Hotels/Resorts
is moderately good but some of the employees have a complaint regarding the salary.

Some of the employees raised that, "the salary we got and the working time of the Hotels/Resorts
is not fair." As the employees said, "they work including weekends and public holidays as well
as overnight, but the managers and hotel owners not consider this." Also some questionnaire
respondents commented that," the government/ the culture and tourism office in the city
does not work in the employee’s issue in the hotel industry.” As one respondent indicated
that, "the culture and tourism office of the city always silent and talk about the economic
gain from the tourism sector, they don’t wary about the human resource condition in the hotel
industry. "

4.4.2 Safety and Health at Work Place

A safety and health management system, or safety program, can help to focus the hotels’ efforts
at improving your work environment. Occupational health deals with all aspects of health and
safety in the workplace and has a strong focus on primary prevention of hazards (WHO, 2015).
Workplace safety is very important for each and every employee in the hotel industry because all
the workers desire to work in a safe and protected atmosphere. Health and safety is the key factor
for all the industries in order to promote the wellness of both employees and employers. It is a
duty and moral responsibility of the company to look after the employee’s protection (Rodríguez,
2007).

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Table: 4.8. Safety and Health Issues at Work place and its Relative Agreement of
Respondents

Statement Relative agreement AM

SD D N A SA
F % F % F % F % F %

Develop implement and 19 12.2 22 14.1 14 9.0 58 37.2 43 27.6 3.54

maintain an occupational
health and safety policies
Provide the safety 2 1.3 17 10.9 26 16.7 95 60.9 16 10.3 3.68
equipment as needed
Provide timely training 75 48 43 27.6 23 14.7 11 7.1 4 2.6 1.88
about health and safety GM=
issues 3.03
Source: (Survey data, 2019).

Note: 1=strongly disagree (SD), 2=Disagree (D), 3=Neutral (N), 4=Agree (A), 5=strongly agree
(SA), F=frequency of the respondents, GM= grand mean, AM= average mean

Table 4.8 shows that, the Hotels' and Resorts' practices regarding employees’ safety and health at
work place. Accordingly, the majority of the respondents, 101(64.8%) noted that the
hotels/resorts develop, implement and maintain an occupational health and safety policies,
whereas, 41(26.3%) of the respondents are not noticed, while the remaining 14(9.0%) of the
respondents have no clear idea regarding the practice. Accordingly, as average mean value 3.54
also indicates, the four star Hotels and Resorts development, implement and maintain an
occupational health and safety policies at high level.

Moreover, table 4.8 shows, 111(71.2%) of the respondents are approved that the Hotels and
Resorts provide the safety equipment as needed, whereas 19(12.2%) of the respondents are not
accepted and the remaining 26(16.7%) of the respondents are impartial. The average mean is
3.68. This indicates that, the four star Hotels and Resorts provide the safety equipment as
needed at great level.

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The research finding that gained from the interview is also parallel with the above finding. The
interviewed managers pointed out that, "we care more about our employees, so we provide
working clothes, shoes, hand gloves and other materials according to their work conditions."

Additionally, as we observe from table 4.8, 118(75.6%) of the respondents are indicated that the
Hotels and Resorts are not provide timely training about health and safety issues and only
15(9.7%) of the respondents are revealed that the hotels/resorts provide timely training about
health and safety issues, while the remaining 23(14.7%) of the respondent employees are not
decided about the issue. This divulges that, the practice of providing timely training about health
and safety issues within the hotels/resorts is very poor(average mean is 1.88). It is obvious that
only having health and safety policy and procedure is not enough, the hotels/resorts are expected
to train their employees about the issue. This creates great commitment among them and directs
them according to the procedures. Some of the interviewed managers (2), are said that, "we
sometimes provide the safety and health training, when new safety equipment are installed and if
there is any change regarding the issue."

As grand mean value (3.04) indicates, generally the implementation practice health and safety
issues the Hotels and Resorts is moderate. Providing the safety equipment as needed (average
mean =3.68) is the most commonly practiced health and safety issues, whereas, providing timely
training about health and safety issues is not well practiced that its average mean value (1.88)
shows and also the respondent employees confirmed.

In general, the research finding from interview with the managers of the Hotels/Resorts in
related with the safety and health issue of the employees, one manager explained that “We
believe that our employee’s health and safety is our great priority because if our employees are
not healthy, they are not engaged in the work with their full potential, thus we provide our
employees free laundry and hygiene service and recommend to take healthy food and provide
other facilities what we have”. In related to this one hotel manager also added that “In our hotels
we help the employees to minimize their unhealthy habits like smoking cigarettes and over
drinking by educating them, in addition, we arrange the possibility to use our hotel facilities in
free of charge like laundry service to improve their health status”.

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In addition, one of the very good practices of the hotels/resorts regarding health and safety issues
of the hotel is health insurance system. All of the managers pointed out, "all of their employees
have health insurance." "We need medical certificate from any governmental health intuitions
that shows the medical description of the employees that contain date of stay in hospital/clinic,
type of illness as well as payment made to that purpose that confirmed by signature of health
expert as well as legal stamp. Then after checking this, the hotel/resorts fully cover the medical
expense of the employees" as managers stated.

Picture 4.8 First aid box and CCTV camera

Source: (Field observation, 2019).

Picture 4.8 shows the first aid box and CCTV camera. As managers stated, first aid box contains
different kinds of medical drugs, which used for immediate medical treatment purpose.
Moreover, the managers also pointed out that the CCTV camera installed in different parts of the
hotels and resorts to protect safety of the gusts as well as employees.

4.4.3 Human Rights Protection

Human rights are the basic rights and freedoms that belong to every person in the world. They
are based on important principles like dignity, fairness, respect and equality. Human rights are
protected by the law. Hoteliers have a legal responsibility to make sure that everyone who works
for them is treated fairly and with respect. Workplace rights and responsibilities are set out in
the Equal Opportunity Act 2010 and other state and federal laws.

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Table: 4.9. Human Rights Protection Practices of the Hotels/Resorts and their Relative
Agreement of the Respondent

Statement Relative agreement AM

SD D N A SA
F % F % F % F % F %
Gender equality is 1 10. 23 14. 16 10.3 79 50.6 22 14.1 3.44
properly accepted 6 3 7
Protect personal data and 9 5.8 18 11. 22 14.1 68 43.6 39 25.0 3.71
privacy of worker as well 5
as guests
Ensure an equal 1 9.0 31 19. 18 11.5 56 35.9 37 23.7 3.46
opportunities for all 4 9
workers without any GM=

discrimination 3.536

Source: (Survey data, 2019).

Note: 1=strongly disagree (SD), 2=Disagree (D), 3=Neutral (N), 4=Agree (A), 5=strongly agree
(SA), F=frequency of the respondents, GM= grand mean, AM= average mean

As we can observe from table 4.9, 101(64.7%) of the respondent employees are realized that the
gender equality is properly accepted in the Hotels and Resorts. Whereas 39(25%) of the
respondents are indicated that the gender equality is not properly accepted, while 16(10.3%) of
the respondents are impartial. Accordingly, the practice of caring of gender equality is properly
implemented in the Hotels and Resorts. The averages mean value 3.44 is also shows that the
gender equality is highly accepted by the four star Hotels and Resorts.

Also table 4.9 depicts, the majority of the respondent employees, 107(68.6%) are believed that
the four star Hotels and Resorts protect personal data and privacy of worker as well as guests
however 27(17.3%) of the respondents are not approved and the remaining 22(14.1%) of the
respondent employees are not decided. The average mean is also 3.71. Hence, the practice of
protecting personal data and privacy of worker as well as guests is highly implemented in four
star Hotels'/Resorts'.

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Moreover, as table 4.9 illustrates, 93(59.6%) of the respondents are showed that the
Hotels/Resorts ensure equal opportunities for all workers without discrimination, whereas,
45(28.9%) of the respondents are not accepted and the remaining 18(11.5%) of the respondents
are neutral. According to the majority of the respondents, and its average mean value 3.46
shows, Hotels/Resorts moderately implement the practice of ensuring equal opportunities for all
workers without discrimination.

Generally regarding the practice of protecting human rights in four star Hotels and Resorts of
Hawassa city is high as its grand mean 3.536 indicates. Specifically, protecting personal privacy
of workers/employees as well as guests is most commonly adopted practice by the hotels/resorts
as its average mean 3.71 shows (see table 4.9).

4.4.4 Socio-Cultural Preservation

Community means caring about our work, our colleagues, and our place in the world, geographic
and otherwise, and in turn being inspired by this caring. We are social animals that cannot
function effectively without a social system that is larger than ourselves. This is what is meant by
“community” the social glue that binds us together for the greater good (Porter, 2011).

Table: 4.10. Socio Cultural Preservation Practices of the Hotels/Resorts with their Relative
Agreement by the Respondent Employees

Statement Relative agreement AM

SD D N A SA
F % F % F % F % F %

Promotes local traditional 11 7.1 51 32.7 25 16.0 43 27.6 26 16.7 3.14

culture

Serves traditional foods 17 10.9 23 14.7 14 9.0 40 25.6 62 39.7 3.69

locally produced
Source: (Survey data, 2019).

Note: 1=strongly disagree (SD), 2=Disagree (D), 3=Neutral (N), 4=Agree (A), 5=strongly agree
(SA), F=frequency of the respondents, GM= grand mean, AM= average mean

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Table 4.10 reveals that, 69(44.3%) of the respondents are recognized that the Hotels/Resorts
promote local traditional culture, whereas 62(39.8%) of the respondents are not accepted and the
remaining 25(16%) of the respondent employees are not sure. The mean value of the
hotel/resorts practice of promoting local traditional culture shows 3.14. This result shows that,
the practice of promoting local traditional culture is moderate. This result is consistent with the
finding of Porter (2011).

Picture 4.9 Cultural instruments that found in Lewi resort

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Source: (Field observation, 2019).

Regarding the provision of traditional foods locally produced, the majority of the respondents,
102(65.3%) are believed, whereas 40(25.6%) of the respondents are not realized and the
remaining 14(9%) of the respondents are not sure (See Table 4.10).The average mean is also
3.69. This result shows that, the Hotels/Resorts serve traditional foods that are locally produced
at great level.

Figure: 4.5.The Hotels'/Resorts' practice of selling local productions of handcrafts.

16.50%
31%
Strongly Disagree
Disagree
27.16%
Neutral
21.14% Agree
Strongly Agree

4.20%

Source: (Survey data, 2019).

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Figure 4.13 reveals the hotels'/resorts' practice of selling of handcrafts locally produced that the
majority of the respondents 52.14% are not confirmed and 43.66% of the respondents are
believed whereas only 4.2% of the respondents are not sure. This result shows that, the
Hotels'/Resorts' practice of selling handcrafts that are locally produced is not significant.

As finding from observation, only two resorts have a souvenir shops that sells different
handcrafts (See Picture 4.10)

Picture: 4.10. Handcrafts that found in souvenir shops of Lewi and Haile resort Hawassa

Source: (Field observation, 2019).

The research finding from the interview with culture and tourism officers and local community
representatives, as well as field observation shows that the socio cultural preservation practices
Lewi resort is better than that of other four star hotels and resorts. Three of local community

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representatives said that " the Lewi Resort more preserve the community culture, however we
never seen any practice of the down town hotels that promote and preserve our culture, rather
than rendering their services." Culture and tourism officers also pointed out that, " some of the
hotels sometimes serve exceptional buffet service that include local food only when there is any
meeting/event that local community participate by request only."

As manager of the Lewi Resort stated " Our resort is the only resort within the city that provide
city tour service for customers that come from abroad and other areas of the country to promote
the city and local community culture, as well as we have storytelling program in every
weekends."

Picture 4.11: Cultural restaurant and storytelling place in Lewi Resort Hawassa

Source: (Field observation, 2019).

4.4.5 Social Philanthropy

According to Merlina (2015), Philanthropy means the love of humanity. A conventional modern
definition is "private initiatives, for the public good, focusing on quality of life", which combines
an original humanistic tradition with a social scientific aspect developed in the 20th century. The
definition also serves to contrast philanthropy with business endeavors, which are private
initiatives for private good, e.g., focusing on material gain, and with government endeavors
which are public initiatives for public good (Merlina, 2015).

Moreover, Merlina (2015) stated that, philanthropy has distinguishing characteristics separate
from charity; not all charity is philanthropy, or vice versa, though there is a recognized degree of
overlap in practice. A difference commonly cited is that charity aims to relieve the pain of a
particular social problem, whereas philanthropy attempts to address the root cause of the problem

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the difference between the proverbial gifts of a fish to a hungry person, versus teaching them
how to fish.

Philanthropy is a critical part of a democratic society. It is different than charity, which focuses
on eliminating the suffering caused by social problems, while philanthropy focuses on the
elimination of social problems. It supports projects and endeavors from which we all benefit,
such as libraries, museums and scientific research; and it also supports efforts that may be too
unpopular or controversial to gain the widespread support of the general public or the
government (Merlina, 2015)

Table: 4.11. Social Philanthropy Related Practices and the Respondents’ Relative
Agreement

Statement Relative agreement AM

SD D N A SA
F % F % F % F % F %

Buy from local suppliers 11 7.1 19 12.2 29 18.6 42 26.9 55 35.3 3.71
as much as possible

Employee from local 21 13.5 53 34.0 13 8.3 34 21.8 35 22.4 3.06

community by giving
priority
Offers practical training 66 42.3 41 26.3 13 8.3 13 8.3 23 14.7 2.27
for tourism and hospitality
students at different levels
Give financial and - - 16 10.3 17 10.9 73 46.8 50 32.1 4.1
material donation to the
community issues and GM=
cooperate with them. 3.28
Source: (Survey data, 2019).

Note: 1=strongly disagree (SD), 2=Disagree (D), 3=Neutral (N), 4=Agree (A), 5=strongly agree
(SA), F=frequency of the respondents, GM= grand mean, AM= average mean

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As we can understand from table 4.11, 97(62.2%) of the respondent employees are accepted the
idea that declares the Hotels/Resorts buy from local suppliers as much as possible and 30(19.3%)
of the respondents are not approved, while 29(18.6%) of the respondents are neutral.
Accordingly, as average mean 3.71 also approves, the Hotels’/Resorts’ of practice of buying
from local suppliers is highly implemented. This finding is also repeated by the research finding
from interviewed managers. As all of the managers said that, "the four star Hotels/Resorts have
main suppliers of raw materials such as fruits, vegetables, milk, butter, bottled water, alcoholic
and non-alcoholic drinks, soaps, etc. which are locally produced etc."

Also, 69(44.2%) of the respondent employees are confirmed about Hotels’ and Resorts’ practice
of employing from local community by giving priority, whereas 74(47.5%) of the respondent
employees said that the hotel/resorts are not employee from local community by giving priority,
whereas the remaining 13(8.3%) of the respondents are impartial as we can observe from table
4.11. The average mean value 3.06 indicates that the practice of employing locals by giving
priority is moderately implemented.

During the interview all the manager’s response is similar that indicates the employment related
practice of the Hotels/Resorts is based on job requirement qualification. The managers said that,
'we announce our vacant position by public board that found in different parts of the city." On
vacancy announcement paper, "we clearly describe the job position, duties and responsibilities,
qualification required, time interval of application and number of qualified person required".
When the deadline reached, we screen out the applicants based on their qualification only
regarding the position" as the managers said. "We inform the date and time of interview as well
as another exam according to the hotels/resorts rule and regulation" Then, "we select and hire
anyone who meet job requirement.” This shows that, the employment conditions of the
Hotels/Resorts are based only on qualification, there is no priority given to local community.

Also, regarding the employment, Culture and tourism officers during the interview pointed out
that, the hotels/resorts employment practice is community based. The researcher also interviewed
five key informants from local community representatives and also they are witnessed that the
community benefit more from employment of the hotels/resorts.

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Regarding the practical training provision, the majority of the respondent employees 107(68.6%)
are not recognized the practice of offering practical training for tourism and hospitality students
at different levels and 36(23%) of the respondents are approved and the remaining 13(8.3%) of
the respondents are nonaligned (see table 4.11). Hence, there is lack of practical training offering
for tourism and hospitality students at different levels. Its average mean value 2.27 also shows
the practice offering practical training is low.

Only one manager (Haile Resort) pointed out that, "we have a practical as well as theoretical
training institute and professional teachers who give education and training for students at
different level." The manager also pointed out that, "after completing the courses, we offer the
job as much as possible within different branches of our establishments."

The research finding from Culture and tourism officers by interview also depict that
"hotels/resorts, as well as government also not give attention, on the subject of offering practical
training for tourism and hospitality students at different levels." They also pointed out that, "lack
of offering hospitality practical training for community may negatively affect the industry,
because of this we have plan to open different colleges and practical centers within the city, and
more role is expected from the hotels/resorts." The response gathered from the local community
representatives is also similar to the above point.

As we can also see from the table 4.11, 123(78.9%) of the respondents are indicated that the
Hotels/Resorts give financial and material donation to the community issues and only 16(10.3%)
of the respondent employees are not recognized, while 17(10.9%) of the employees are not
sided. In the hotels/resorts, the extent of giving financial and material donation to the community
issues is very high (averages mean is 4.1). The finding that hotels/resorts give financial and
material donation to community issues as revealed by this study is consistent with existing
literature of Taylor et al., (1994).

The interview result gained from hotels/resorts' general managers, culture and tourism officers as
well as local community representatives is also highly support the above finding.

All of the managers pointed out that, "based on the issue that requested by the companies, we
support financially as well as materially." Managers also pointed out that, "so many sponsorship
questions come from different organizations, but it is very difficult to participate in all, so we

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participate in the issue accordingly." One of the mangers also pointed out that, for some
organizations, we provide free accommodation and food and beverage service as needed."

Regarding the donation of financial and material items to the community issues, the manager of
Haile Resort pointed out the best practice the Resort. He said that " in our resort the maximum
time of keeping lost and found items is six month (except very expensive items like gold, laptops
etc.), after six month we give lost and found materials for NGOs whose work mostly on helping
needy people, and also we inform our employees to bring clothes and shoes that are old and they
not always wear." Culture and tourism officers as well as local community representatives are
also appreciated the cooperation practice of the four star hotels and resorts.

In addition, the researcher observed some appreciation certificates that provided to the
hotels/resorts because of their active participation and cooperation with some issues of the
community.

Picture: 4.12. The certificates that awarded from different organizations for the four star
hotels and resorts because of their participation in local issues

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Source; (Field observation, 2019)

Business does not operate in a vacuum, but as a social institution interacting with other
social institutions. What business does affect its community; in turn, the people's good will
and trust are essential for business to fulfill its primary role, which is to provide goods and
services (Anderson, 1989 p.180).
On the researcher’s point of view depend on the above theoretical quotation it is supportive to
involve in community affairs to “doing good for better business”. And, any business does not
exist without the interaction with different stakeholders that live in and around the
establishments including the local communities.

Generally, regarding both environmental and social sustainability practice, the following are the
findings that gathered from interview:

As four star Hotels and Resorts general managers pointed out:

Except Haile resort, there is no written policy regarding social and environmental sustainability
practice. Haile Resort has a written policy and procedure regarding environmental and social
sustainability practice. According to the policy, Haile Resort provides training for its employees
regarding environmental and social sustainability, as manager pointed out.

Managers also pointed out that, “our business operations never negatively affect the environment
as well as local community.” According to the managers, employment opportunities and
philanthropic activities are some of our positive effect that helps community. In addition,
provision of quality service for local community as well as other tourists create good image for
the city.

As culture and tourism officers of Hawassa city articulated:

Environmental and social sustainability practice of four star Hotels and Resorts of Hawassa city
are better when compared to other smaller hotels. Their participation in public issues is also
considerable. As an example they pointed out, participation during road construction, give free
accommodation service when requested and also participate in different programs that prepared
by government. They also operate like the hotels of developed countries by caring for
environment. Regarding cultural promotion and preservation, Two Resorts are better than down
town Hotels, especially Lewi Resort is more appreciable.

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The role of culture and tourism officers are providing training and capacity building programs, as
they pointed out, there is a seasonal training program twice a year, however the training program
more targeted on enhancing service quality.

Regarding the rule and regulation of the sustainability practice, they articulated that, there is no
constant rule, regulation and bench mark of social and environmental sustainability practice in
our level, however, we follow up and give training accordingly.

As Local community representatives pointed out:

All interviewed community representatives appreciated four star Hotels and Resorts in relation to
their stand of social and environmental sustainability practice. We never observed the poor
practice that affects the environment. One of the local community representatives also said
“Increasing employment opportunities, such as creation of jobs that are stable and that provide
fair salaries and benefits are also some of their social sustainability issues.” They financially
support community, as another local community representatives raised.

As Hawassa city environmental protection bureau officers pointed out:

The right to live in a clean and healthy environment has been promulgated in the
Constitution of the FDRE. The commitment of the government has also been shown by its
approving a relevant environmental policy, laws and regulations, standards as well as
strategies that can help improve the country's environmental conditions. The Conservation
Strategy of Ethiopia (CSE) and the Environmental policy of Ethiopia (EPE) were adopted
in 1997. Federal laws on environmental organs establishment, environmental pollution
control, solid waste management, and environmental impact assessment (EIA) as well as
effluent emission standards have been issued. In the course of one and half decades, the
Government has ratified a number of international and regional multilateral
environmental agreements (MEAs). They have been made part of the laws of the country.
Moreover, a number of relevant environmental protection technical and procedural
general and sectorial guidelines have also been prepared.
Accordingly, “we follow up the practice of the hotels and resorts, more or less their
environmental sustainability practice good. “Sometimes we also provide training regarding
environment management.”

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4.5. The Main Challenges that Restricts the Adoption of Environmentally and
Socially Sustainable Business Practices in Four Star Hotels and Resorts of
Hawassa City.
Based on the data that generated from face to face interview with 5 hotel general managers and
the information gained from the hotel employees by open ended question, the hoteliers face the
following challenges during the implementation of social and environmental related sustainable
business practices:

4.5.1 Lack of awareness

All interviewed managers (5) are mentioned lack of awareness as main challenge to integrate
social and environmental friendly business practice with their business practice. They mentioned
both internal (employee) as well as external (community and other organizations) are not
attentive.

According to one interviewed manager, “educational institutions are not properly tutor the
students about environmental and social sustainability practice in addition to professional
business practice, when the graduates meet the hotel industry they have limited awareness about
their profession and responsibility over the external as well as internal stakeholders. With respect
to professional human resource constraints, previous research (Hillary, 2000; Gonzalez, 2004)
suggested lack of awareness as a barrier to sustainability implementation.

Similarly, one of the managers said that, "the university/college graduates lack the sense of
ownership of the hotel, the environment as well as community." Creating awareness about
environmental and socially sustainable business practice among different business stakeholders
is the first and crucial way to develop the integration of sustainability practice in their day to day
operation but it has received little attention specifically from hospitality professionals and
researchers (Faux, 2015 & Deery et al., 2007).

At the same time lack of awareness from the local community is also arises. In related to this one
managers told me “we contribute something for the local community by improving the lives of
the people through creation of employment, we purchase different raw materials from the local
suppliers, involve in some of community issues but the local community does not understood it

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is our social sustainability activities to them and they lack a knowledge in related to these
activities."

Similarly, main thing noted by Graci (2010) is that without increase in general environmental
awareness there is no incentive for tourism enterprises to implement sustainable ideas.

Some of the employees also pointed out that, there is no training and capacity building program
regarding social and environmental sustainability practice. One of the employee said that, “we
conserve water and energy as much as possible, also we try to sort wastes separately, we also re
use some materials by ourselves initiation, but not by inspiration of managers, they never advise
us about sustainability practice.” Similarly, out of five hotels and resorts managers, only one
manager mentioned that, there is continuous training for all employees regarding environmental
and social sustainability practice to create clear awareness among the employees that helps to
know how we can properly practice ecofriendly and community encompassed business.

4.5.2 Lack of proper guidelines

All of the hotels’ and resorts’ managers highlighted the necessity of guiding principle from the
government or concerned bodies in the socially and environmentally responsible business
activities. They said that, “we need the role of the government/concerned bodies to guide, put
benchmarks and evaluate our practices with regard to environmental and social friendly business
practices and also the advice and understandable guideline is very crucial."

At every stage of sustainable business practice implementation, there is a need for governments
to stimulate the practice by creating a favorable context and guideline for investment in general
with specific tourism-related fiscal, financial and other incentives (Mensah, 2006).

One of the managers said that, "we need capacity building training from the concerned bodies of
the government office; however they come to our hotel only for two purposes." Firstly, to punish
the hotel, if they hear or see any practice that negatively affect the environment as well as the
community. Secondly, just for the report purpose only, when it needed. Even we cannot get what
the expected facilities from the government, as manager said.

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Culture and tourism officers of Hawassa city also said that “there is no written rule, regulation,
guide line and benchmark for sustainability practice, but we give short term training once a year
that targeted more about service quality.”

4.5.3 Lack of Cooperation among the hotels, guests, government and other stakeholders
The implementation of the sustainable business practice highly depends on the cooperation
between government, public sector investment, local businesses and private sector enterprises
(Ayuso, 2007). In addition, Mensah (2006) pointed out that, the involvement and participation of
hospitality stakeholders leads to local empowerment, a better quality of life for the community
and allows communities to define their needs as well as the means to meet them.

Some hotel managers explained that "most of the hotels/resorts in Hawassa city lacks
teamwork to do something good to the society, the environment, the employees and other
stakeholders.” In addition, the managers indicated that the small hotels in the city are not
communicate to each other and the most hotels are not involved in a well-organized hotel
owners association. However, in the recent time there is some attempt to establish a well-
organized hotels association in the city. This disorganization of the hotels creates some obstacle
to engage in the community affairs.

Moreover, one manager said that, "some of the customers don’t care about the social and
environmental sustainability practices." They want only their satisfaction and comfort. So we
dedicated to satisfy them because it is the character of service industry. As an example, the
manager indicated that, "some of the guests that use accommodation service want to change the
towels, and other room amenities on daily basis, they raise complaint, if the room facilities and
amenities are not changed daily."

Moreover, one of the resort managers stated the most sensitive issue regarding Lake Hawassa.
He said that, "we conserve the lake as much as possible, but the water sewage that drive from
Hawassa industrial park is directly flow to the lake." This is a big threat for us regarding the
future existence of the lake as well as animals in the lake because the sewage water from
industrial park contains chemicals, as manager said. He concluded that, "The government doesn’t
care as much as we care for the Lake Hawassa."

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