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A comparative analysis between the pre and post-pandemic state of the Hospitality industry by Dr Vikelwa Nomnga was jolted by the detrimental impact of the Covid-19 shutdowns that saw WSU hospitality students struggling to secure training in the hotel and accommodation industry.
Walter Sisulu University researcher and tourism, hospitality and sports management acting HOD, recently visited the UK’s much-revered Cambridge University to participate in the 5th International Conference on Business, Management and Finance, wherein she presented her paper titled “Diagnosing Guest Satisfaction in South African Hotels: The Case of East London, SA”.
In her pursuit to determine guest satisfaction at the various hotels into which she performed her investigations, Dr Nomnga used a model unique to the hotel industry which involves the completion of a guest content card (GCC) for the purpose of gathering data on the degree of satisfaction of guests.
Following the gathering of data collected via the GCC strategy, Dr Nomnga said her findings showed that that through various interventions by the hotels, a majority of customers were happy with the standard and services of hotels in East London.
“Through numerous interactions with hotel managers, I found out that these hotels have tried to mitigate the impact of Covid-19 and beyond that, reclaim their glory by introducing measures such as family discounts to draw in crowds to bring back the vibrancy of hotels and by extension boost the tourism and hospitality industry,” she said.
Because the invasive and lingering effects of the outbreak sees many hotels to this day unable to pay students a stipend during training, Dr Nomnga felt it even more necessary to gauge the economic vibrancy and status of the industry so as to measure whether indeed the cut in pay is justified, and if so, how long should it last.
“Things got so bad after 2020 when the pandemic hit that that our students didn’t get placement due to hotels closing. After the hotels opened, our students then didn’t get paid, which prompted us to incorporate R1500 six-month fee to ensure that students had a stipend during their training,” she said.
The investigation into customer satisfaction and experience at East London hotels after the crippling effects of government’s Covid-19 shutdown regulations also opened opportunities for Nomnga to visit one of the world’s most prestigious universities.
Top of the many highlights during her visit to the university was seeing the institution’s superb architecture, its excellent infrastructure, its rich historical poignancy, its awe-inspiring academic achievements, and its warm hospitality.
“Visiting and walking through the passages of one of the most historic and most respected universities in the world was indeed a watershed moment for me which I will never forget for as long as I live. What made it most impactful was the calibre of academics I got to engage and interact with, as well as experiencing their different academic and cultural backgrounds which made the trip a most enriching experience,” said Dr Nomnga.
By Thando Cezula
