The Effect of Employee Empowerment on Service Delivery in the Nigerian Hospitality Industry: A Study of Transcorp Hilton Hotel, Abuja

This study examines the effect of employee empowerment on service delivery at Transcorp Hilton Hotel in Abuja, Federal Capital Territory, North Central Nigeria. The hospitality industry is fundamentally a service business, and the capacity of frontline employees to make discretionary decisions in response to guest needs is a critical determinant of service quality and customer satisfaction. The study employs a case study research design, collecting primary data via structured questionnaires from 120 hotel employees across rooms, food and beverage, and guest relations departments. Customer satisfaction survey data are also sourced from the hotel's internal feedback system as secondary data. Thomas and Velthouse's Cognitive Empowerment Model provides the theoretical framework, differentiating empowerment across the dimensions of meaning, competence, self-determination, and impact. Findings indicate that employees who perceive high levels of decision-making authority over guest interactions deliver measurably superior service, as reflected in higher satisfaction scores. The study also reveals that supervisory micromanagement, which is prevalent in several departments, is negatively associated with empowerment perceptions and service quality ratings. Recommendations include the formalisation of empowerment boundaries within departmental service protocols, regular supervisory style assessments, and the development of a service recovery empowerment framework. This research adds hospitality-specific HRM evidence to the Nigerian academic literature on empowerment and service quality. Keywords: Employee Empowerment, Service Delivery, Hospitality Industry, Transcorp Hilton, Customer Satisfaction.