Environmental Practice Experience in Malaysian Luxuries Hotel: Descriptive Study

Abstract

Over the years there have been efforts taken by the hospitality industry to upgrade the quality of services that can provide a variety of experiences that meet the values that today's customers are looking for. The changes in consumer tastes and the need for guest satisfaction prompted service organizations to be more sensitive to changing customer lifestyles. Hotels not only improve the attributes that can be provided as the basis of service but also ensure that every consequence meets the value needed by customers and complements today's lifestyle. Technologies like the Internet and social media platforms are crucial in meeting modern customer needs. Key factors include fast Wi-Fi, prompt responses to feedback on social media, and the availability of user-friendly tools for enhanced convenience. Furthermore, an increasingly prevalent trend among consumers is the value of implementing green practices, attracting customers’ attention when deciding about the hotels they patronize. A deeper understanding of customers' desire to participate in green activities can lead organizations to design more efficient and effective green programs. The study aims to identify awareness amongst consumers and the benefits of adopting environmental practices in hotels. A descriptive and exploratory design is used for this study. Primary data was collected by surveying 150 Malaysian guests who stayed in four to five rated hotels in Malaysia. The study revealed that most respondents are aware of green hotels and encourage environmental practices followed by hotels. Guests will pay more to support green practices and will recommend green hotels to their family and friends.