ABSTRACT
Whereas hotels have embarked on customer care as a means of curbing customer loyalty , huge market share , increased profits among others ,not much effort has been put on the traits and influencing factors that lead to yield of effective actions and practices of these activities that occur during customer care. Basing on the fact that this sector employs 90% labour intensive techniques of production constant communication is mandatory and owing to demand of quality output, capital techniques are used to ensure quality assurance . Hand in hand balance of the two techniques of production has enabled easy under rating of labour in terms of poor communication techniques such as stiff supervision, abusive languages. The underlying principal here is proper communication formats and behaviors to yield a modified quality base beginning from the producers to the products. The main purpose of this paper is to analyze the role of communication skills on quality assurance in hotels in Uganda. Using a quantitative survey research design, a target population of 150 respondents was set where the sample size of 100 respondents were interviewed using a semi-structured questionnaire. The raw data from the field was analyzed using descriptive and inferential statistics. The study found that while most respondents were highly willing to participate in the development process through decision making, resource mobilization among others, they also suffered severe deprivation through tight supervision, ignorance, suppression, s among other factors as discussed. Quality assurance projects are meant to contribute to mental and physical development, creating employment opportunities, improve the standard of living among others yet all these was seen progressing at a slow pace. Furthermore, respondents were aware of the role of communication skills in hotels. Yet, employee participation in quality assurance projects, seminars, ix workshops or educational tours was generally given little attention. Authoritarian influence and suppression were mentioned as the major factors influencing low participation levels. Finally, respondents seemed to agree that while quality assurance projects and programs were on course in addressing the hotels quality challenges, they were least satisfied with its achievements so far. Among others, the study recommended that quality assurance projects be harmonized to make easy communication in various projects.
