Effects of talent management on service delivery in the hospitality industry in Nyeri County, Kenya

Abstract

The research sought to find out the effect of talent management on service delivery in hotels and lodges in Nyeri County, Kenya. Particularly, the research sought to analyze the effects of talent retainment, talent attraction, career administration, and learning as well as advancement on the hotels and lodges as independent variables. The study employed a cross-sectional survey design with both qualitative and quantitative technique in data analysis to determine the relationship between the variables. The research adopted a stratified sampling technique and purposive sampling in selecting the sample for the study against the population of 310. The sample population included 104 workers occupying various positions in the hotels and lodges. The main instruments for data collection were a questionnaire and an interview schedule for specific information collection. Data analysis was conducted through descriptive statistics and analyzed through SPSS (Statistical Package of Social Sciences).The results were then presented inform of pie charts and tables. The piloting of the research instruments was done in a neighboring County Laikipia because of a similar geographical zone. The findings of the study revealed that talent management has a significant and positive influence on organizational service delivery. The study recommends that organizations need to emphasize appropriate talent management practices to realize greater service delivery and stability; hence, the competitive advantage. Thus, organizations should stress and develop robust talent retention, learning, and advancement, talent attraction, as well as career management to mitigate performance-related-service delivery challenges.