Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia

This study aims to explore the challenges, strategies and training experience of providing service quality in a selected hotel in Penang, Malaysia. By using a purposive sampling method, a total of three informants were obtained from a selected hotel in Penang, Malaysia. SKYPE was used as a tool for semi-structured interviews in data collection. The audio recordings were transcribed manually and the interview transcripts were analysed using thematic analysis. This study concluded that challenge, strategies and types of training were the important findings in influencing the service quality in a selected hotel. In conclusion, challenges or providing service quality are timely service delivery, competitive hotel industry and customer satisfaction. Next, strategies on providing service quality are develop employees to deliver service quality, hire the right employee and provide the needed support. Lastly, for training experience, there are in-house training, job shadowing and mentoring