Factors That Influence Organizational Performance in the Hospitality Industry: A Case Study of Sankara Nairobi

A Project Report Submitted to the Chandaria School of Business in Partial Fulfillment of the Requirements for the Degree of Masters in Business Administration (MBA)The purpose of the study will be to investigate how shared values, skill set of employees and systems influence organizational performance of Sankara and was guided by the following research questions: How does shared values affect the performance of Sankara. The second research question was based on the extent to which the employee skill set affected performance. The third question was based on how information systems would affect the performance of Sankara as an organization The researcher adopted a survey design to facilitate collection of original work and for ease of comparison of data collected. The population was 300 employees of the entire hotel. The sample size consisted of 36 respondents. The study stratified the sample into senior management, line managers, unionized and non –unionized staff. A questionnaire was the instrument of data collection. The researcher administered the questionnaires to the respondents and send emails to the top management. The data collected was analyzed by using Statistical Package for Social Sciences (SPSS) and excel. It was coded into the SPSS and the analysis was done by using correlation, linear regression and coefficient of variation The study found that there were strong relationships between the shared values, employee skill set and information technology systems and performance. For any company to perform at optimal, it would be paramount for the organization to check their shared values, skill set of employees and the systems used in hotels. The study recommends that further studies should be undertaken on the impact of diversity and trust on organizational performance since we are now living in a multi-faceted and multi-cultural world which requires one to accommodate the needs of another. As a recommendation, hotels put an emphasis on systems that will improve customer service and allow for both guest customization and staff customization to enable efficiency and greater productivity