Perception of manager towards of customer relationship management three star hotels in wolkite

Abstract

This study aims to examine the impact of hotel managers’ perception toward Customer Relationship Management specifically those who works for three star hotels in wolkite. How the perception of managers toward CRM related with the managers’ demographic .The influence of their perception toward CRM and the possibility of using, continuing using and recommending CRM. In this study descriptive research design was used because the aim to describe perception of manager towards of customer relationship management The Primary data was gathered in the form of questionnaires distributed to the respondent. In this study the researcher used census because study was small number of manager the relevant data for this study collected from primary sourceall of the managers were considered equal important for the study and in order to satisfaction of customer .According to the study younger and better educated managers were the majority for this study indicating that the emergence of the younger generation of managers in the hotel industry. Although most of the managers are familiar with CRM and indicate an interest to implement CRM in their hotel since the majority of hotels are smaller and independently managed one might think that they are less likely to invest in these types of technologies and training programs because they have no enough establishments to take advantage of the economies of scale.