Facilities Management Challenges and Their Impact on Operational Efficiency and Guest Satisfaction in Villa Garden and Rockview Hotels, Owerri, Nigeria.
This study examined facilities management (FM) challenges and their effects on operational efficiency and guest satisfaction in Villa Garden Hotel and Rockview Hotel, Owerri, Imo State, Nigeria. A descriptive comparative design was adopted. The study involved staff, management, and guests of both hotels. A sample of 168 respondents was selected using Cochran’s formula and stratified random sampling. Data were collected through questionnaires, interviews, observations, hotel records, and secondary sources. Analysis was done using descriptive statistics and thematic interpretation. Findings show that both hotels face FM challenges in areas such as finance, technical systems, staffing, administration, environment, and customer service. However, Villa Garden Hotel experiences these challenges more severely than Rockview Hotel. The most pronounced differences were in customer-related, financial, and technical issues. The study further found that these challenges negatively affect operational efficiency and guest satisfaction in both hotels, with stronger impacts in Villa Garden Hotel. Issues such as poor maintenance, equipment breakdowns, and delayed service responses reduce service quality and overall performance. The study concludes that FM challenges are key determinants of hotel performance in the study area. It recommends improved funding for FM, adoption of preventive maintenance practices, staff training, and investment in modern technologies.
