Developing a service delivery improvement model for the Malaysian hotel sector

Tourism contributes significantly to GDP in Malaysia where it is a catalyst for growth and development. Dr. Lahap worked with key government and industry stakeholders and over 300 employees in Malaysian hotels, to develop a service delivery improvement model that will provide a framework to attract, train, motivate and retain hotel employees in Malaysia. The model has the potential to make a significant contribution to the economic development of Malaysia by improving overall demand for tourism, attracting high net worth visitors and increasing the number of hotel staff who are sufficiently experienced and trained to deliver services to international standards.