Title: Enhancing customer experience in Canadian hotels

Authors: Chandana Jayawardena; Anupama Sukhu

Addresses: Chandi J. Associates Inc. Consulting, 39-88 Lakeport Road, St. Catharines, Ontario L2N 4P8, Canada ' Department of Human Sciences, The Ohio State University, 1787 Neil Avenue, Campbell Hall, 100, Columbus, OH 43210, USA

Abstract: This paper aims to provide practical solutions to key challenges currently faced by the hotel industry in Canada in the context of enhancing customer experience. Specifically this research paper includes a brief literature review, key information on Canada, its tourism industry, hotel industry and human resource needs. A summary of ten suggestions recently made in a scholarly project involving 23 hotel industry leaders/hospitality educators in Canada enhances the value of the paper. Hoteliers must pay attention to innovation in staff professional development, understand staff diversity, create a family atmosphere at work, provide cross-training, understand individual staff aspirations and provide genuine support to employees. This will keep the hotel employees motivated and inspire them to provide exceptional service to enhance customer experience. In conclusion the paper presents a new generic model in an attempt to summarise the discussion in this paper in a succinct manner.

Keywords: Canada; hotel industry; tourism; human resources; customer experience; hotel customers; innovation; staff professional development; staff diversity; family atmosphere; cross-training; staff aspirations; employee support.

DOI: 10.1504/IJSEM.2014.062142

International Journal of Services, Economics and Management, 2014 Vol.6 No.2, pp.163 - 180

Published online: 28 Jun 2014 *

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