Quality Assurance in Ghanaian Hotels and Restaurants

Abstract

Public policy implementation in Ghana, including tourism policy, has been lamented or deplored generally by a majority of Ghanaians. In order to establish the veracity or otherwise of the foregoing assertion, the implementation of tourism quality assurance policies related to hotels and restaurants in Ghana was examined. Generally, the study sought to assess the perception of hotels and restaurants in Ghana of the implementation of tourism quality assurance policies. Specifically, it examined the characteristics of the hotels and restaurants surveyed across the country, sought their perception of the QA Inspectors and functions in their implementation of QA policies; and their assessment of the performance of QA Inspectors. A total of one hundred and forty (140) respondents were surveyed across four regions of Ghana using the non-probability sampling technique of quota sampling in selecting the sample. The data were analysed quantitatively. The study found out that the hotels generally had a positive view of the QA Inspectors and functions of the Ghana Tourism Authority in their implementation of the harmonized standards, in spite of some challenges. Among the nine characteristics of QA Inspectors rated, three were identified as critical and these are  that they  were knowledgeable about their inspection duties; competent to carry out the inspections; and responsive to questions asked by management and staff of facilities. The main conclusion drawn was that the QA Inspectors could be more effective in their implementation of the harmonized standards if the challenges facing them are addressed.