TOTAL QUALITY MANAGEMENT AND EMPLOYEE PERFORMANCE OF SELECTED HOTELS IN ILORIN METROPOLIS.

In today’s competitive hospitality industry, achieving high levels of employee performance is critical for delivering quality service and sustaining customer satisfaction. Total Quality Management (TQM) has emerged as a comprehensive management approach aimed at enhancing performance through continuous improvement, employee involvement, and strategic leadership. This study examined Total Quality Management and employee performance of selected hotels in Ilorin Metropolis, Kwara State. The objectives of this study were to: (i) examine the effect of teamwork on employee satisfaction; (ii) determine the influence of leadership on employee motivation; (iii) assess the effect of strategic planning on employee engagement; and (iv) evaluate the impact of training on employee efficiency. A survey research design was adopted, and the target population included employees of selected hotels in Ilorin Metropolis. A sample size of 179 was determined using Godden’s (2004) infinite population formula. Data were collected using structured questionnaires and analysed using multiple linear regression at a 0.05 significance level. The findings revealed that teamwork significantly affected employee satisfaction (R² = 0.586, β = 0.766, p = 0.000); leadership had a significant influence on employee motivation (R² = 0.535, β = 0.732, p = 0.000); strategic planning had a positive effect on employee engagement (R² = 0.532, β = 0.729, p = 0.000); and training significantly influenced employee efficiency (R² = 0.625, β = 0.790, p = 0.000). These results confirmed that all tested models were statistically significant, and the predictors explained substantial variations in employee performance dimensions. The study concluded that teamwork, leadership, strategic planning, and training are vital Total Quality Management practices that significantly enhance employee satisfaction, motivation, engagement, and efficiency. Based on the findings, it was recommended that hotel managers in Ilorin should promote a culture of collaboration, strengthen leadership development, align quality goals through strategic planning, and invest in continuous training initiatives to foster a productive and high-performing workforce.