Assessment of facilities management sourcing approaches in hotels in Ghana: a study of selected hotels in Wa

Abstract

PurposeThe study aims to assess the sourcing approaches used in providing facilities management (FM) services in hotels. It further explores the factors that influence hotels' choice of sourcing approach and the challenges.Design/methodology/approachThe study used a case study design. Simple random, census and purposive sampling techniques were used to select the hotels and respondents. Data were collected using interviews and analysed thematically. The data were presented in narration and direct quotes from the respondents. The critical factors influencing outsourcing decisions were ranked using the relative importance index. This study is based on a single case. Therefore, further research should be conducted to expand the scope of study nationwide as a step toward making the results more robust.FindingsBoth in-house and outsourcing sourcing approaches were used to provide FM services. In-house FM services mainly focused on cleaning, security and aspects of maintenance. Internet and information technology related services and other maintenance activities were also outsourced. Outsourcing decisions in the various hotel categories were mostly guided by the cost of outsourcing, core business, lack of in-house skills and hotel size.Practical implicationsFM strategy can be developed to guide the management of FM activities in hotels. An approach that adds value and enhances the activities of hotels and provides convenience to customers must be adopted by hotels. Further studies should be conducted on the cost implications of the two main sourcing approaches, as well as the impact of sourcing approaches on customer satisfaction. An additional study should focus on the driving factors influencing the cost and quality of outsourced FM services in hotels. This will help provide comprehensive information on effective FM sourcing approaches and the operations of hotels.Originality/valueThe study focused on the sourcing approaches used by hotels to provide FM services. It also explored the influencing factors and challenges of FM practices in hotels.

Facilities management and clients satisfaction nexus in hotels in secondary cities in Ghana: A study of selected hotels in Wa

“…This was attributed to capacity and funding challenges, as well as the need to focus on their core activities. These issues have been identified as major factors influencing the sourcing of FM services in hotels (Tannor et al, 2022;Alhassan et al, 2023). A hotel manager recounted: Another hotel manager added:…”

“…Studies on FM in hotels have identified maintenance, cleaning, security and information technology services as the key FM services (Nora and Blakstad, 2016; Ramanathan, 2012; Li et al , 2013; Park et al , 2019; Ghazi, 2016; Alhassan et al , 2023). Rasmussen et al (2019) concluded that, delivering comfortable workplaces with quality services has become a major necessity for FM.…”

“…Studies have also argued that well-managed facilities improve a hotel’s effectiveness and contribute positively to its operations and services (Durodola et al , 2012; Afifah et al , 2019). In terms of FM in Ghana’s hotel sector, the available studies concentrated on the hospitality industry in general, specifically on hotel environment and characteristics, location decisions and the FM sourcing approaches (Mensah and Blankson, 2013; Adam and Amuquandoh, 2014; Alhassan et al , 2023). Their focus has not been on FM services and customer satisfaction with hotels’ services.…”

A post-occupancy evaluation of in-house facilities management service quality and user satisfaction in multi-tenanted office buildings in Ghana

“…FM in buildings embodies operating, maintaining, improving and adapting the building and its services to create an environment that strongly supports the goal of an institution (Atkin and Brooks, 2015). FM can be done in-house where FM activities are done by staff and resources of the organisation itself (Atkin and Brooks, 2015), or it can be outsourced to a specialist third-party service provider at a fee (Alhassan et al , 2023; Amos and Gadzekpo, 2016; Tannor et al , 2022a). A hybrid FM strategy can combine both approaches by providing certain services in-house while outsourcing the rest to a third-party (Atkin and Brooks, 2015; Moreira et al , 2015).…”

Agency problems in facility management (FM) outsourcing in the Ghanaian retail sector

“…In the outsourcing FM strategy, the FM function is contracted to a third-party vendor who charges a fee for delivering such services (Alhassan et al , 2023; Hiamey and Hiamey, 2019; Amos and Gadzekpo, 2016a, 2016b). This creates a principal–agent relationship between the property owner and FM service provider in which the agent receives some fees for the services (Tannor et al , 2022b).…”