Stakeholders’ perspectives on the multiple pressures that affect tourism and hospitality businesses in Durban, KwaZulu-Natal.

Abstract

The purpose of the study is to explore multiple pressures that affect tourism and hospitality businesses in Durban. This study also aims to offer advice to affected business in order to improve their performances. The research problem for the current study is that many employees in the tourism and hospitality industry in Durban lack specialised knowledge and necessary skills required for identifying and solving problems and formulating and interpreting policies. The study adopted a mixed methods sequential explanatory research design. Exactly 440 respondents participated in this study. The data collection process involved a questionnaire survey and semi-structured interviews. Data analysis of this study followed a thematic approach. This study is underpinned by the stakeholder theory. Major findings of this study are as follow: (a) too many employees in the tourism and hospitality businesses are unqualified; (b) deteriorating security issues; (c) worsening housekeeping issues; and (d) costly operational issues. Additional findings of this study are such that existing structures, which are meant to solve multiple challenges that affect tourism and hospitality businesses are not well coordinated, hence, employees receive conflicting messages, and this results in the duplication and multiplication of multiple pressures. A key recommendation of this study is that employees in the tourism and hospitality businesses in Durban must be equipped with the necessary skills, abilities and knowledge needed for solving multiple pressures that affect the delivery of services in the industry. In the wake of ever-demanding guests who make demands on tourism and hospitality businesses to improve services and satisfy their expectations, there is a great need for consistent refresher courses, which are designed to support employees, businesses and clients. Further research must be conducted into the role and impact of ever-demanding guests who make demands on tourism and hospitality businesses in Durban.