Inclusive Work Environment and Job Competency Among Hospitality Employees in Class A-Rated Hotels Within Nairobi City County, Kenya
DOI:
https://doi.org/10.53819/81018102t2576Abstract
The hospitality industry is dynamic and diverse, making an inclusive work environment is critical for ensuring workforce competency and professional growth. Such an environment not only supports employees but also strengthens their job competency, which is key to maintaining service quality and customer satisfaction. Despite the industry’s significant contribution to the Kenyan economy, employee performance challenges remain, including limited support structures, a lack of rewarding practices, and few career development opportunities. These gaps undermine employee efforts and reduce job competency. Previous studies have addressed human resource practices in hospitality. However, insufficient research has examined how specific elements of an inclusive work environment shape job competency in Class A-rated hotels in Nairobi City County. This study focused on evaluating the influence of engaging work environment on job competency. The study adopted an embedded mixed-method design and was conducted in Nairobi City County. The target population was 9,245 employees, and the sample size of 383 respondents was determined using Slovin’s formula and systematically distributed across categories. Structured questionnaires were used to collect numerical data, and an interview schedule was used to collect narrative data, with pretesting conducted to ensure reliability and validity. Data analysis involved: quantitative analysis using descriptive and inferential statistics (multiple regression), and qualitative analysis through thematic analysis, with results presented in tables, frequencies, and charts. Ethical considerations included voluntary participation, informed consent, anonymity, and confidentiality, with responses recorded using codes rather than personal identifiers. Study results showed that an engaging work environment significantly influenced hotel employees' job competency, but in different ways. The study concluded that an inclusive work environment plays a significant role in enhancing employees' job competency in Class A-rated hotels. Educational qualifications strengthen employees' ability to benefit from inclusive work environments. Hotel management should strengthen recognition systems, invest in mentorship programmes, promote fairness and psychological safety, enhance communication and employee participation, and establish supportive workplace policies that promote job competency. Also, training and development should be customised to employees’ educational levels to maximise job competency, regardless of gender backgrounds.
Key words: Job Competency, Inclusive Work Environment, Engaging Work Environment, Class A-Rated Hotels.
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