A Study of the Application and Benefits of Facilities Management in Medium Sized Nigerian Hotels

xxii

MANAGEMENT OF HOTEL PROPERTIES IN SOUTH- WESTERN

NIGERIA: FACILITIES MANAGEMENT PERSPECTIVE

By

OLUFEMI DANIEL DURODOLA

(Reg. No CU03GP0016)

A THESIS SUBMITTED TO THE DEPARTMENT OF ESTATE MANAGEMENT,

COLLEGE OF SCIENCE AND TECHNOLOGY,

IN PARTIAL FUFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF

THE DEGREE OF DOCTOR OF PHILOSOPHY (PhD)

IN ESTATE MANAGEMENT COVENANT UNIVERSITY,

OTA, NIGERIA

June, 2009

DEDICATION

This work is dedicated

To

My Late Father – Bolaji Alabiji George Durodola

&

My Late Uncle – Ezekiel Agboola Durodola

For their unforgettable efforts in laying the foundation of my education

CERTIFICATION OF SUPERVISOR

This is to certify that Mr. DURODOLA Daniel Olufemi (Reg. No CU03GP0016), carried out this research work in partial fulfillment of the requirements for the award of Doctor of Philosophy (PhD) in Estate Management of Covenant University, Ota under my supervision.

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Professor Cyril Ayodele Ajayi Date

Thesis Supervisor

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Dr. Olusegun. A. Ogunba Date

Co- Supervisor

ACKNOWLEDGEMENT

I am acutely aware that the carrying out of this research has involved a triumph of prodding and urging on over my innate procrastination and that it would have never happened at all without massive encouragement and support from many sources.

Foremost amongst these has been my Supervisor, Professor C.A Ajayi for his support and brilliant contributions to the success of this study. I find it difficult to believe that a man of his caliber could be so humble, dedicated, caring and loving in this savaged world. May the Good Lord reward you adequately and keep you for the professions of the built-environment sine dine. Next is Dr Segun Ogunba, my Co-Supervisor, whose thought provoking inclination seems un-rivaled, for his brilliant contributions, comments and suggestions during the course of this study. At the proposal stage of this research, Professor Amole, S.A, Dr Okewole, I.A, Dr (Mrs) Dolapo Amole and Dr (Mrs) Omirin, M.M did a wonderful work by ‘cutting and pasting’ where necessary to make the work flow and become presentable. Mr Kuye Olusegun of the Department of Estate Management, Yaba College of Technology is highly appreciated for providing published materials at his disposal for this work. God will continue to meet your needs also.

The invaluable and esteemed support and brotherly love showered on me by Dr Kole Tunwase Odusami who has turned to be a role model for me when I abruptly found myself in academics is hereby highly applauded. Apart from being there always, he helped immeasurably in the analysis of data and training in the use of SPSS. He overhauled the initial draft, making it a presentable document. May you continue to be a source of blessing to us all in our chosen areas of specialization.

Most importantly I must thank the Chancellor of Covenant University, Dr David Oyedepo for translating his vision into reality by establishing Covenant University and giving me and my colleagues the opportunity to serve in our small ways and carry out this research. One cannot but remember the instruments which God used along the line who are so wonderful to me. They are Professor Bola Ayeni the pioneer Vice Chancellor of Covenant University, Professor Adewoye, T.O pioneer Dean of Post Graduate School, Dr Daramola, S.A pioneer Head of Department of Environmental Sciences, the current Vice Chancellor Prof Aize Obayan and pioneer Registrar, Mr Yemi Nathaniel. May the good Lord continue to strengthen you to do more exploit for our nation, Nigeria.

I cannot but pay glowing tribute to Dr Oloyede, S.A our former Head of Department for his untiring support and commitment in ensuring that this thesis sees the light of the day. He proof read the thesis many times and offered invaluable suggestions all the time. He harbored me in his house and fed me adequately most of the time I stayed back on campus to continue my work. His warm and brotherly affection along with his wife (Mama) can never be forgotten. Showers of blessing will continue to be yours always.

Professor Asaju, A.S proved to be a leader and motivator. Despite his late entry into this study’s administration his encouragement and prompt attendance to issues including repeated prodding and urging on are features worthy of emulation. My sincere thanks and regards to you.

I must also publicly appreciate Professors Olusola Ojo and Tim. O Mosaku for their invaluable contributions to title development and registration and Professors James Katende, Awonuga, C.O and Eke, J.C for their administrative supports. I appreciate the prompt response to issues displayed by our College’s Postgraduate Committee Chairman, Professor K.O Okonjo. Words are not enough to express my gratitude to Professor Olajide Solanke for his un-usual interest in my person and this work. My humble prayer is that you will live long to reap the fruit of your labor for humanity at large.

At professional association level, I wish to thank Mr Emeka Onuorah (MRICS, FNIVS) (Former National Secretary of NIESV) and Jideofor Ogoke (Ag. Executive Secretary of NIESV) for their prompt resolution of clarification on Estate Management and General Practice requested by the Postgraduate School at the beginning of this study. I highly appreciate my former Commercial Director Costain West Africa Plc Mr Olatunji Oladeji for his support all the way.

I am very grateful to Mr Ayedun, C.A and Mr Omoogun, C.B for their companionship and prodding all the way. To all my colleagues in the Department, I say a big thank you.

On the field, the following are worthy of recognition and praise for their support and commitment towards the filling and retrieval of questionnaires:

Dr Aderemilekun Samuel of Mainland Hotel, Lagos

Mr Oyeyemi Femi of MicCom Golf Hotel Ada

Mr Lanre Oni of Living Spring Hotel, Oshogbo

Mr Jenfa E.O of Lafia Hotel, Ibadan

Mr Adewale Gbadamosi of Lafia hotel, Ibadan

Mr Dawodu Steve of D’rovan Hotel Ibadan

Mr Akin Olopade of Gateway Hotel, Abeokuta

Mr Osuolale Jacob of Heritage Hotel Oshogbo

Mr Festus Babatunde of Premier Hotel, Ibadan

Mr Ajay S. Bawa of Kankanfo Hotel, Ibadan

Mr Festus Omowale of D’Rovans Hotel, Ibadan

Mr Yusuf Ali of Adesba International Hotel, Abeokuta

Prince Shote Dawodu of Dusmar International Hotel, Abeokuta

Mrs Akuleyi Sheresa of Federal Palace Hotel, Victoria Island, Lagos

Mr Festus Adekanle Research Assistant and Co-ordinator, Lagos Zone

Mr Ajibola Oyeniyi, Research Assistant and Co-ordinator, Ibadan Zone

Mr Sola Adebayo, Research Assistant and Co-ordinator, Ado-Ekiti

Mr John Adokhor, Research Assistant and Co-ordinator, Akure

Mr Tayewo Adenmosun, Research Assistant and Co-ordinator, Abeokuta

Mr Ranti Olafimihan, Research assistant and Co-ordinator, Oshogbo

Finally, I am grateful to my immediate family for their support and encouragement all the way. I appreciate so much the contributions of Jinmi Durodola and Omoleye Durodola for inputting the bulk of the manuscript into the computer and drawing the majority of the diagrams. As far as Seyitan and Moyosore Durodola are concerned, their prodding question “when are we finishing this PhD self?” remain indelible in my memory. To my wife, for her unwavering support and efficient management of the home front, I am very grateful. It was Marcel Proust who once said “Let us be grateful to people who make us happy; they are the charming gardeners who make our souls blossom”. Unto you all I am very grateful and unto my God be the glory for the great things He has done in my life.

AUTHORIZATION TO COPY

COVENANT UNIVERSITY, OTA, NIGERIA

CENTRE FOR LEARNING RESOURCES

POSTGRADUATE THESIS

AUTHORIZATION TO COPY

AUTHOR: DURODOLA Olufemi Daniel

TITLE: Management of Hotel Properties in South-Western Nigeria: Facilities

Management Perspective

DEGREE: Doctor of Philosophy (PhD) in Estate Management

Year: 2008

I, DURODOLA, Olufemi Daniel hereby authorize Center for Learning Resources to copy my thesis in part or whole in response to request from individuals and or organizations for the purpose of private study or research.

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Signature Date

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TABLE OF CONTENTS

Page

Title Page i

Dedication ii

Certification of Supervisor iii

Acknowledgement iv

Authorization to copy vii

Table of Contents viii

List of Tables xvi

List of Figures xx

Abstract xxi

CHAPTER ONE: INTRODUCTION 1

1.1  Background of the Study 1

1.2 Statement of the Research Problem 4

1.3 Aim and Objectives of the Study 6

1.4 Justification for the Study 6

1.5 Scope of the Research 8

1.6 Limitations of the Study 9

1.7 Definition of Key Terms 10

1.8 The Structure of the Thesis 12

1.9 Chapter Summary 13

CHAPTER TWO: REVIEW OF THE THEORETICAL BASE FOR 14 FACILITIES MANAGEMENT

2.1 Introduction 14

2.2 Property as an Investment Outlet and Its Management 14

2.2.1 Property as an Investment Outlet 14

2.2.2 Property Management Tools 15

2.3 Hotel Businesses and Facilities management 16

2.3.1 The Need for Proactive Management in Hotel Businesses 16

2.3.2 Hotel Leadership 17

2.3.3 Hotel Organizations 20

2.3.4 Care of Customers and Marketing Connection 22

2.3.5 Staff Motivation 25

2.3.6 Hotel Rating and Grading 25

2.3.7  Strategic Management 26

2.3.8  Hotel and Information Technology 28

2.4 Concept of Facilities Management 28

2.4.1  Definition and Scope of Facilities Management 28

2.4.2 Evolution of Facilities Management 32

2.4.3 Functions of Facilities Management 35

2.4.4 Goals and Tools of Facilities Management 42

2.4.5 Factors Influencing the Growth of Facilities Management 44

2.4.6 Tools of Trade in Facilities Management Practice 46

2.5 Empirical Studies 52

2.6 Torkildsen’s Model for the Effective Operational Management of Leisure

Facility 65

2.7 Chapter Summary 66

CHAPTER THREE: THE CONCEPT 70

3.1 Introduction 70

3.2 Outlines of the Researcher’s Process of Thought 70

3.3 Hotel Organization Variables 80

3.4 The Hotel General Manager 80

3.5 Business Development Unit 80

3.6 The Line Staff and Departments 81

3.7 Guests or Customers 81

3.8 Hotel Features and Services being rendered 81

3.9 Facilities Manager and His Department 82

3.10 The Influence of Facilities Management Variables on the Services of

Hotel Organization 82

3.11  The Conceptual Model and Torkildsen’s Model for the

Effective Operational Management of Leisure Facility 89

3.12 The Comparable Perceptions of Hotel Stake Holders, the Built

Environment Professionals and the Facilities Managers 90

3.13  The Challenges and Obstacles Militating Against Adoption of Facilities

Management in the Foreseeable Future 91

3.14 Summary of A Priori Expectations 92

CHAPTER FOUR: RESEARCH METHODS 96

4.1 Introduction 96

4.2 The Setting of the Study 96

4.3 Population for the Study 100

4.4 Sampling Design/Sampling Frame 101

4.4.1 Sampling Size 104

4.4.2 Sample Selection 105

4.4.3 Data Requirements 110

4.5 Methods of Data Collection 110

4.5.1 Self-Administered Questionnaire 110

4.5.2 Personal Interview 110

4.5.3 Physical Survey of Constructed Facilities 111

4.5.4 In-Depth Study of System Operations 111

4.5.5 Questionnaire/Interview Design 112

4.5.6 Pilot Study 114

4.5.7 Validity of the Research Instrument 115

4.5.8 Reliability of the Research Instrument 115

4.6 Methods of Data Analysis 115

4.7 Chapter Summary 116

CHAPTER FIVE: ANALYSIS OF DATA AND INTERPRETATION

OF RESULTS 117

5.1 Introduction 117

5.2 Preliminary Survey Details 118

5.3 The General Characteristics of Respondents 120

5.3.1 General Characteristics of Studied Hotels 120

5.3.2 General Characteristics of the Chief Executives/General Managers

Of the Hotels 126

5.3.3 General Characteristics of the Facilities Managers/Maintenance

Engineers of the Hotels 130

5.3.4 General Characteristics of Respondent Customers of the Hotels 133

5.4 Provision of Facilities in Hotel Industry and National Standard 133

5.5 Application of Facilities Management in Hotel Industry 138

5.5.1 Style of Property Asset Management Practice in the Hotels 139

5.5.2 Level of Support Services Management in the Hotels 141

5.5.3 Support Services Outsourcing in the Hotels 144

5.5.4 Level of Business Development in the Hotels 146

5.5.5 Level of Compliant with Information and Communication Technology

In the Hotels 147

5.5.6 Analysis of Facilities Management Practice’s Traits and Tools in

the Hotels 148

5.6 Hotel Asset Management Styles and Services’ Delivery Effectiveness 153

5.6.1 Effective Hotel (Inter-Hotel Favorability Analysis) 153

5.6.2 Motivational Factors for Patronizing Favored Hotels 157

5.6.3 Effective Hotel (Intra – Hotels Favorability Analysis) 160

5.6.4 Quality of Services of Favored Hotels 163

5.6.5 Favored Hotels’ Management Features 165

5.6.6 Effective Hotels’ Staff Features 167

5.6.7 Rating of Accommodation on Offer for Effective Hotels 169

5.6.8 Hotel Assets Management Styles and Services Delivery Inter-

Relationship 169

5.7 Indicators of Effective Facilities Management Implementation in the

Hotel Industry 174

5.7.1 Qualities of the Studied Hotels’ Chief Executive/General Managers 174

5.7.2 Qualities of Studied Hotels’ Facilities Managers/Maintenance Managers 178

5.7.3 Studied Hotels’ Traits’ Analysis 178

5.7.4 Relationship between Hotel Effectiveness and Hotel

Facilities 184

5.7.5 Relationship between Hotel Effectiveness and Hotel

Accommodation 184

5.7.6 Relationship between Hotel Effectiveness and Hotel

Customer Structure 185

5.7.7 Relationship between Hotel Effectiveness and Hotels’ Assets

Management Styles 185

5.7.8 Relationship between Hotel Staff Quality and Hotel

Facilities 186

5.7.9 Relationship between Hotel Staff Quality and Hotel Accommodation

Quality 186

5.7.10 Relationship between Hotel Staff Quality and Hotel Customer

Structure 186

5.7.11 Relationship between Hotel Staff Quality and Hotel Management

Style 187

5.7.12 Relationship between Hotel Traits and Hotel Facilities 187

5.7.13 Relationship between Hotel Traits and Hotel Accommodation

Quality 187

5.7.14 Relationship between Hotel Traits and Hotel Customer structure 188

5.7.15 Relationship between Hotel Traits and Hotel Management

Style 188

5.7.16 Relationship between Hotel General Managers’ Traits and Hotel

Facilities 188

5.7.17 Relationship between Hotel General Managers’ Traits and Hotel

Accommodation Quality 189

5.7.18 Relationship between Hotel General Managers’ Traits and Hotel

Customer Structure 189

5.7.19 Relationship between Hotel General Managers’ Traits and Hotel

Management Style 189

5.7.20 Relationship between Hotel Facilities Managers’ Traits and Hotel

Facilities 190

5.7.21 Relationship between Hotel Facilities Managers’ Traits and Hotel

Accommodation 190

5.7.22 Relationship between Hotel Facilities Managers’ Traits and Hotel

Customer Structure 190

5.7.23 Relationship between Hotel Facilities Managers’ and Hotel