The challenges faced by hotel service industry in Sri Lanka

The challenges faced by hotel service industry in Sri Lanka

Sri Lanka is one of the well-known holiday destinations for its remarkable natural tourism resources and authentic food culture. Even though tourists enjoy the tourism experience in Sri Lanka, the hotel industry has faced issues with limited human resources (HR) and employees’ lack of motivation to provide professional services. Considering the lack of academic research on the service improvement in Sri Lanka’s hotel industry, this study aims to identify the current key challenges from three different perspectives: hotel service industry, employees, and guest perception. Secondary data are qualitatively collected and analyzed from the travel review websites, blogs, and several other sources. This study conducted interviews with authorities of Sri Lankan Tourism Board, executive officers in hotel management training institutes, and tourists around the Island. In addition, the study reviewed the findings from the previous literature and empirical researches on service improvement and the HR practices in the context of the hotel industry. Recommendations have been the following three aspects: (1) hotel service practices, (2) hotel employees, and (3) guest perception. Finally, this study emphasizes that deeper consideration in the three parts may strengthen service settings in Sri Lanka’s hotel industry.