PROGRAMME MANAGEMENT STRATEGIES AND OPERATIONAL EFFICIENCY OF DOOPALACE HOTEL AND SUITES MAKURDI

Abstract: This study examined the effect of programme management strategies on the operational efficiency of Doopalace Hotel & Suites, Makurdi. Specifically, the study investigated the effects of guest experience management, staff training, programme marketing, and event coordination on operational efficiency. A survey research design was adopted. The population of the study comprised all 63 employees of Doopalace Hotel & Suites, Makurdi. Owing to the relatively small and manageable population, a census sampling technique was adopted, and all 63 employees constituted the respondents for the study. Data were collected using a structured questionnaire measured on a four-point Likert scale. The instrument was subjected to face and content validity through expert review, while its reliability was established using Cronbach's Alpha coefficient. Of the 63 questionnaires administered, 60 were correctly completed and returned, representing a response rate of 95.2%. Data were analyzed using descriptive statistics and multiple regression analysis, while the hypotheses were tested at a 5% level of significance. The findings revealed that guest experience management has a positive and significant effect on operational efficiency (β = 0.684, p = 0.000). Staff training also has a positive and significant effect on operational efficiency (β = 0.327, p = 0.001). Similarly, programme marketing has a positive and significant effect on operational efficiency (β = 0.251, p = 0.004), while event coordination has a positive and significant effect on operational efficiency (β = 0.198, p = 0.018). The study concluded that programme management strategies are critical drivers of operational efficiency in the hospitality industry. It was recommended that the management of Doopalace Hotel & Suites should strengthen guest experience management, invest continuously in staff training, enhance programme marketing initiatives, and improve event coordination practices to achieve higher levels of operational efficiency and sustained organizational performance.