SECURITY CHALLENGES CONFRONTING HOTELS’ OPERATIONS IN ASABA, DELTA STATE, NIGERIA

Abstract

The study determined the security challenges confronting hotels’ operations in Asaba, Delta State, Nigeria. Specifically, the study examined the current security challenges facing hotel industry; and the influence of the security challenges on hotel operation and customers’ satisfaction in hotel industries in Asaba. The study was guided by two research questions and two null hypotheses in line with the specific purposes. A descriptive survey research design was adopted for the study. The population for the study was 1,500 respondents, which consisted of 133 hotel management staff, 982 hotel employees and 385 hotel guests from thirty-two (32) registered hotels in Asaba. The sample size for this study was 316, consisted of 79 hotel management staff, 126 hotel employees and 111 hotel customers/guests from the 32 registered hotels in Asaba. The sample size was obtained using Taro Yamane formula and a mixed sampling technique was adopted. A structured questionnaire was used for data collection. The questionnaire was face-validated by five experts. The instrument was trial tested with fifty (50) respondents in five (5) hotels in Port-Harcourt. The data generated from the trial testing were analyzed using Cronbach Alpha reliability coefficient; and yielded 0.83 reliability coefficient, indicating that the instrument was reliable for the study. Data collection was carried out by the researcher with the help of three research assistants. Data collected from the study were analyzed using Mean, Standard Deviation, and one-way ANOVA. The results from data analysis revealed twenty (20) security challenges militating against hotel industry in Asaba which include armed robbery and theft (X̅ = 3.42), fraud including credit card fraud and identity theft (X̅ = 3.09) cybersecurity threats ( X̅ = 3.27) among others. The findings also revealed nineteen (19) ways security challenges affect hotels operations and customers’ satisfaction in Asaba and they are loss of revenue due to reduced guest bookings (X̅ = 2.98), damaged reputation, affecting future bookings and revenue (X̅ = 3.08), high employee turnover and loss of experienced workers (X̅ = 3.79) among others. Based on the findings, the study concluded that effective security management practices are crucial for hotels to ensure guest safety, prevent security breaches, maintain a positive reputation, and to enhance customers’ satisfaction. The study therefore recommended that hotels should incorporate modern security technologies such as CCTV surveillance, biometric access controls, and alarm systems to enhance hotel security among other measures.