Journal of Tourism, Hospitality and Sports www.iiste.org ISSN (Paper) 2312-5187 ISSN (Online) 2312-5179 An International Peer-reviewed Journal Vol.13, 2015 20 Improving Productivity of Hospitality Establishments through Human Relations Skills Ukabuilu, E. N (Ph.D) Igbojekwe , P. A (Ph.D) Department of Hospitality & Tourism Management, Imo State University, Owerri, Nigeria Abstract This study examines the effect of Human Relations Skills on the productivity of hospitality establishments some hotels in South-Eastern States of Nigeria. The study has six independent variables namely: communication skills, cooperation team work, employee social awareness skills, democratic leadership skills and employee participation skills as the human relations skills and the dependent variable is profitability. The study has six specific objectives and was guided by six research questions and six hypotheses. In carrying out this study, a sample size of 286 was used. The data collected were analyzed using simple percentages and frequency distribution tables. The stated hypotheses were tested using Ordinal Logit Regression. The study showed that employee social awareness skills in hospitality establishment significantly affect the profitability of the organizations. The study also showed that cooperative team work, participation in decision making and democratic leadership style affect the profitability of the establishment but not significantly as observed. It was therefore, recommended that every hospitality establishment should train their employees on: proper communication skills, social awareness skills and should have good policy on conflict management skill. Cooperative team work skills, participation in decision making and democratic leadership style should be re- visited and improved upon so that the positive effect will be significantly felt. Keywords: Human relations skills, communication skills, social awareness skills, cooperative teamwork skills and leadership style 1.1 Overview of the study. Hospitality establishment is an organization that provides foods, beverages, accommodation and other services to customers with the aim of making profit through ethical means which is one of the major aims of every business. It is a service-oriented establishment that attracts, maintains and retains customers. When the needs of customers are met, it influences them to talk favourably to others about their satisfaction and return to the same establishment. When a business satisfies its customers, the customers pay a fair price for the products/ services. A fair price leads to profit which invariably leads to the sustainability of such establishment. Igbojekwe (2010) reveals that a hospitality establishment can satisfy its customers by differentiating its service delivery in three ways: through people, physical environment and process. The establishment can distinguish itself by having more effective and reliable customer-contact people who possess the required skills such as interpersonal and technical skills more than its competitors. It can develop a superior physical environment in which the service products are delivered or it can design a superior delivery process. It is pertinent to note that in these three ways, humans (organizational members) are involved. The establishment is people-oriented, labour intensive and will remain so irrespective of technological advances. Complete mechanization is not feasible as in manufacturing industries. The industry is service oriented and more emphasis is now laid on personalized service which comes through good human relations skills such as communication skills, democratic leadership management skills, cooperative team work, conflict management, social awareness skills and employee participation in decision making skills (Kotler 1990) Speck (1989) indicates that in any organization where human relations are employed, the employees should adhere to these fourteen (14) most common human relations skills which he called interpersonal skills which involve: have self confidence, understand view points of others, make themselves friends to all, admit it when they are wrong, never make promises they cannot keep, respect and courtesy are important, explain thoroughly and look, listen and learn .Others are: avoid arguments with customers, try to be approachable and sociable insist on selfless service to the community, others first, self last, never criticize in public stress on positive always Gronroos (1984) opined that organizations where human relation skills mentioned above are applied normally have good communication network both from top level and from lower level to top management levels. Employees are always informed about what management has to do at any point in time. Kotler (1990) also said that the application of human relations skills in any service- oriented organization improves the work-group behavior of any organization and the relationship among guests, fellow staff, and other stakeholders. Similarly, Bredin (1994) reveals that the application of human relations in hospitality establishments reduces the conflicts at various levels of the management, more especially at lower levels. The staff becomes aware of their various roles at any point in time which aids them to suggest ways of solving problems that come up at any time in their units.