Effect of Employee Engagement on Service Delivery in Selected Hotel Establishments in Oyo State, Nigeria

Employee engagement is the concept by which an employee’s intellectual and his emotional attachment to work and organization is measured. Employees of the hotels are to be engaged to reduce employee turnover, enhance customer satisfaction and improved service delivery that influences the sustainability of the organization in an aggressively competitive market. This study examined the effect of employee engagement on service delivery in selected hotel establishments in Oyo State, Nigeria. A multistage sampling technique was employed to select and administer semi-structured questionnaires to seven hundred and eighty-seven (787) employees of 38 hotels in the 10 LGAs of Oyo State. The analysis was performed using SPSS statistical software and the result was presented descriptively in the form of tables while inferential test evaluated relationship among the key variables. Findings revealed that majority of the respondents (63.8%) agreed that the hotel provides them with meaningful work that aligns with their values and personal goals. Also, the results reveal that 59.0% of the respondents agreed that hotels provide them with a sense of purpose and fulfillment in their work that motivates them to deliver excellent service to customers. Results indicated that the majority of the respondents agreed that customer feedback and complaints are used to improve their products and service delivery in the hotel. This study revealed that there is a significant positive correlation between employee engagement approaches and service delivery. The study concludes that tailored engagement methods can significantly enhance service quality, customer satisfaction, and hotel competitiveness. Recommendations are provided for hotel managers and policymakers in Oyo State, to develop effective strategies for enhancing employee engagement and improving service delivery.