Introduction
According to Asian Development Outlook, the trend of world
markets has changed noticeably from agricultural to service
markets. All of the service businesses are trying their best to improve
their service quality in order to make customers satisfied
with their services, especially the hotel industry.
Hotel operators now focus more on the quality standards in order
to meet the basic needs and expectations of the customers.
Once customers and requirements are clearly identified and understood,
hotel operators are more likely to anticipate and fulfil
their customers & needs and wants (Juwaheer & Ross, 2003).
The more satisfied the customers are, the more likely they are to
return or prolong their hotel stay (Choi & Chu, 2001).
At present, hotel visitors in south India seem to have high
standards and demands for excellent service. The hotels have
increased their standards and now instead of having only a
nice room to draw customers in, they offer - high quality staff
as an amenity as well. Guest satisfaction is the highest priority
for owners and managers competing with hundreds of others,
and personal service is at the top of the travellers and list of
the most important things when considering a hotel to stay in
(Wipoosattaya, 2001).In the hotel industry, hotel staff is ranging
from top management staff to front line staff (i.e. house keepers,
receptionists, front cashiers).