COMPARATIVE ANALYSIS ON SERVICE DELIVERYOF SELECTED INTERNATIONAL CHAIN HOTELS IN ADDIS ABABA A case study on Hilton and Radisson Blu international chain hotels In Addis Ababa

Abstract

The primary objective of this research is to perform comparative analysis on opportunities and challenges of international chain hotels in Addis Ababa. Among three international chain hotels in Addis Ababa my research takes two of them Addis Ababa Hilton and Radisson Blu international chain hotels rated as star 5 with a room capacity of 372 and 202 consecutively. The reason of my choice was Hilton hotel is the first international chain hotel in Ethiopia started in 1969 GC and Radisson Blu hotel is the recent international chain hotel in Ethiopia in 2011 GC this 42 years gap between them helps to make comparative analysis in the development of service delivery of hotel industry. For the purpose of this study data was collected from 105 room Guests’, 5 travel agency, 9 company representatives and 5 suppliers of Hilton and 54 Room Guests’ 5 travel agency, 7 company representatives and 5 suppliers of Radisson blu hotel, through self-administered questionnaire using non-probabilistic purposive sampling design. And semi- structured interview performed with ten different department heads of both hotels and government officials. The research result shows that Hilton international chain hotel of Addis Ababa was mentioned the hotel rooms are in need of renovations and the customer service agents and Reservation representative’s service quality is poor so that needs improvement. The main important comment about Radisson blu international chain hotel of Addis Ababa was that there is need for extending parking because there are no enough parking lots. Even though the hotel was constructed lately according to accreditation of international standard adopted by Ethiopia ministry of culture and tourism does not incorporate some of the amenities such as children ply ground, enough parking lots, swimming pool, shops and ground tennis. According to the analysis of findings when the government allocate location for establishments of new hotels they must consider the hotels star rating and the area required to fulfil facilities and amenities to meet customer expectations.