Fifth International Conference on Tourism & Leisure Studies

Abstract

Commercial hospitality establishments are faced with the task of promoting customer satisfaction and loyalty through the provision of quality service. The customers’ demands are constantly evolving, and it takes a pragmatic approach to be able to satisfy these wants. Delivering quality service strongly depends on the ability to acquire, develop, accumulate and distribute knowledge asset among employees. Therefore, knowledge management is one of the strongest strategies by which hospitality companies can improve their service quality by enhancing employees’ knowledge about customer’s preferences and providing corresponding service. The aim of this paper is to undertake an empirical review and discuss how implementation of knowledge management strategy by hospitality establishments such as hotels and restaurants can contribute to quality improvement and competitive advantage. The team of employees that is capable of coping with different gusts’ preferences is that which is motivated and trained to acquire and share knowledge. Therefore, hospitality proprietors and managers should provide information infrastructure to allow information gathering and sharing. Establishing interactive forum at both individual company and industry levels where customers’ complaints and suggestions are discussed can help achieve this objective.