PurposeThe overall purpose of this study is to investigate impact of managerial characteristics on key performance indicators in the Kenyan hotel industry.Design/methodology/approachA cross‐sectional survey research design was used to gather primary data using self‐administered questionnaires. A sample of 160 hospitality managers was selected proportionately by simple random sample method from six hotels in Nairobi and Mombasa. A custom factorial univariate analysis of variance was used to analyze the data.FindingsHospitality managers in Kenya are still focusing on financial and result measures of performance while ignoring non‐financial and determinant measures. Managerial demographic characteristics; age, education, current position, functional area, and performance appraisal influence managers' choice of key performance indicators.Research limitations/implicationsThe model violated assumptions of homogeneity of variances. Literature review revealed a severe lack of Kenyan‐based research in tourism and hospitality industries on performance measurement practices hence the need for future research in this area.Practical implicationsThe hotels need to invest in comprehensive performance management systems suitable for Kenyan hospitality industry that will incorporate both financial and non‐financial performance measures.Originality/valueThe study focuses on level of use of performance indicators and level of importance attached to performance indicators in the Kenyan hospitality industry. Managerial demographic characteristics influence on key performance indicators are examined in leading service industry in a growing economy thus contributing to a new body of knowledge in management literature in Africa.

Tourism development has principally focused on the tangible tourism products thereby overlooking the intangible element such as service. This study aimed to evaluate food service attributes in gastro-tourism development in the Western Tourist Circuit, Kenya. A total of 166 top and middle level managers were selected from 62 hotels for this study using multi-stage sampling method. Several food service attributes were identified and used to structure self-administered questionnaires. The data collected were analyzed using descriptive statistics, Factor, regression and importance-performance analysis. The findings indicate that perceived importance-performance of food service attributes in gastro-tourism development varied considerably. Three factors identified were food service output, food service input both perceived to be important with good performance; and food service process perceived important but hoteliers’ performance on the same was poor. The findings provide intuitively appealing strategies for hoteliers and tourism promoters in Western Tourist Circuit, Kenya to set priorities for developing gastro-tourism through food service attributes.

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Purpose -The purpose of this paper is to identify emerging critical generic managerial competencies in the Kenyan hotel industry. Design/methodology/approach -A cross-sectional survey research design was used to gather primary data using self-administered questionnaires. The population was composed of hospitality managers from ten five-star hotels in Nairobi and Mombasa, Kenya. A sample of 160 hospitality managers was selected proportionately by simple random sample method. Findings -Several critical generic management competencies are emerging in the Kenyan hospitality industry. However, there is a gap between utilization and importance of managerial competencies in Kenya. Managers do not value human relations competencies. Practical implications -Hotels and training institutions need to enhance acquisition of generic managerial competencies in their management development programs and curricula, respectively. Originality/value -The paper focuses on both the level of utilization of managerial competencies and the level of importance attached to managerial competencies. It contributes to a new body of knowledge in management literature in Kenya. The paper has value to researchers, hospitality graduates and students, hospitality educators and human resource managers in Kenya.

This exploratory research sought to identify important food preparation factors and attributes in staging memorable experiences. Self-administered questionnaires were distributed to 166 hotel managers drawn from 62 hotels in Western Kenya. Descriptive statistics, factor and regression analysis in SPSS were used to analyze data collected. A three-factor solution: food preparation process, food preparation benefit and food preparation input resulted. Implications of these results are discussed in light of the increasing demand for distinctive experiences in the hospitality and tourism industry.