The moderating role of training in linen management and guest satisfaction in star-rated hotels in Ghana
Esther Laurinda Akomaning
Abstract
Staff training in linen management provides knowledge, skills, and attitudinal changes that improve service delivery. This study examined how this training influences the relationship between linen management and guest satisfaction in star-rated hotels in the Upper East Region of Ghana. A quantitative approach using a descriptive cross-sectional survey design was employed. Data were collected via questionnaires from 52 hotel employees selected through purposive sampling and 327 guests selected through convenience sampling. Descriptive statistics and hierarchical multiple regression were used for data analysis. The results showed that training enhances linen management by ensuring adequate, clean, high-quality linen through proper laundering practices, thereby increasing guest satisfaction. A significant moderating effect of training on the relationship between linen management and guest satisfaction was found. This implies that hotels should strengthen linen management training to achieve better outcomes. The study recommends that hotels plan training programmes in procedures for handling linen. The Ghana Tourism Authority should also establish and enforce mandatory training policies, supported by resources and certification, to enhance linen management practices and guest satisfaction.
Keywords
hotel management, training and development, service quality, hotel performance, hospitality industry
Author information & Contribution
Esther Laurinda Akomaning. PhD. Senior Lecturer, Department of Family and Consumer Sciences, University for Development Studies, Tamale, Ghana, West Africa. Email: eakomaning@uds.edu.gh
Disclosure statement
No potential conflict of interest was reported by the author.
Funding
This work was not supported by any funding.
Institutional Review Board Statement
Ethical considerations were strictly observed throughout the study through informed consent, voluntary participation, confidentiality, and anonymity.
Data and Materials Availability
The data supporting the findings of this study are available from the corresponding author upon reasonable request.
AI Declaration
AI tools were not used in writing this paper.
Notes
Acknowledgement
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Cite this article:
Akomaning, E.L. (2026). The moderating role of training in linen management and guest satisfaction in star-rated hotels in Ghana. Journal of Hospitality, Tourism & Cultural Research, 2(2), 46-67. https://doi.org/10.53378/jhtcr.353365
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