Purpose: Despite evidences that training helps improve health and safety practices in hotels, there is modicum of knowledge of how being a Technical and Vocational Education and Training-trained housekeeper influences health and safety practices in hotels in Central Region, particularly Cape Coast and Elmina. This study, in response to this gap, examined the effect of being a TVET-trained housekeeper on health and safety practices in hotels in Cape Coast and Elmina. Methodology: The explanatory research design was employed. Data were collected, using self-administered questionnaire, from 100 conveniently selected housekeepers of 51 hotels in Cape Coast and Elmina in the Central Region. Data collected were analysed using means, standard deviations and regression analysis. Findings: The results showed that seven dimensions account for about 60% of the variance in health and safety practices. Also, the general level of health and safety practices in hotels in Cape Coast and Elmina was high – with higher average scores recorded among TVET-trained housekeepers compared to non-TVET-trained housekeepers. Additionally, the study revealed a statistically significant positive effect of being a TVET-trained housekeeper on health and safety practices in hotels. Recommendation: It was recommended that for improved health and safety practices in the hotels in Cape Coast and Elmina, there is the need for TVET-trained housekeepers; thus, hotel operators should give preference to employing TVET-trained housekeepers.

Purpose: Hotels spend millions of dollars every year on recruitment processes. Nevertheless, employee retention rate has not been encouraging among hotels in Ghana. This paper therefore assessed the factors influencing employee retention in 3-star hotels in New Juaben North Municipality of Ghana. Methodology: The explanatory research design was employed, and a representative sample of 102 employees were randomly selected and included in this study. A structured questionnaire was used to collect data for the analysis. Multiple regression models were used to estimate hypothesised unadjusted and adjusted relationships between employee retention and potential retention factors – training and development, wages and compensation, performance appraisal, work-life balance, job satisfaction and job security. Findings: First, adjustment with the factors showed significant effects of training and development, wages and compensation, performance appraisal, work-life balance, job satisfaction and job security on employee retention. Next, control for employees’ characteristics revealed significant relationships of training and development, wages and compensation, performance appraisal, work-life balance, job satisfaction and job security with employee retention. Recommendation: The findings suggested that improvement in these explanatory factors would result in high employee retention rate in 3-star hotels in the New Juaben North Municipality. Thus, managements of these hotels should channel efforts into improving work conditions of their employees.

Sales promotion is used by various organizations to encourage buying response among their customers. Although it is an effective tool in marketing, few studies have been conducted on sales promotion on buying response using customer emotions as a mediating factor. To fill these gap, the study pursued the formation of a model that explains how sales promotion links to customers' emotions and buying responses in Ghana. The model was validated by conducting a survey with a convenience sampling technique on 664 customers. The data collected were processed using a structural equation modeling approach. The result shows that a bonus pack, coupons, sample, price discount, and rebate have a relation with customer buying response. All the tools have an indirect relationship with the customer buying response except for the bonus pack. Besides, there is a relationship between sales promotion tools and customer emotion, and customer emotions have a strong relationship with customer buying response. The study suggested that managers must create new value for their product to build an emotional connection with the product.

Key among the aims of many service organizations are to establish and maintain stronger relationships with their customers. In recent times, organizations building strong communication networks with their customers by means of new electronic technologies to facilitate this process. The ultimate aim is to develop customer satisfaction, loyalty, and retention. However, customer satisfaction and loyalty have been an issue for many hotels in the hospitality industry. Therefore, the purpose of this study is to establish the effect of aspects of e-CRM such as trust, convenience and security on customer satisfaction among classified hotels in Nairobi City County, Kenya. A descriptive cross-sectional study of 384 customers through self-administered questionnaires was conducted. All variables were measured using constructs developed from the literature. Cronbach's Alpha was used to assess the reliability of the constructs. Pearson correlation technique was used to establish interrelationships between the study variables. The findings of the study revealed significant direct relationships between trust, convenience, and security of online transactions and customer satisfaction. The study recommends to the management of classified 4-star hotels to ensure that their online platforms have major tools such as regular review of websites and customers’ privacy that would ensure that services and transactions are believable and trusted. Citation: Gladys Apreh Siaw1 and John Kahuthu Gitau2. Aspects of Electronic Customer Relationship Management and Guest Satisfaction: A Perspective of 4-Star Hotels in Nairobi County, Kenya, 2020; 5(1): 1－17. Received: (February 13, 2020) Accepted: (March 31, 2020)