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The Significance of Hotel Grading in Service Delivery in Zimbabwe

International Journal of Hospitality and Tourism Systems

Volume 4 Issue 1

Published: 2011
Author(s) Name: Blessing Muchenje
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Abstract

This paper reports the results of an exploratory study on the significance of hotel grading on service delivery in Zimbabwe hospitality industry. The findings show that hotel grading alone has no much impact on service delivery but it aids to the upgrading of service standards. The argument was that improvement on service delivery is initiated by hotel assessment and grading that pinpoints the areas of needy in a hotel establishment. This has been disaffirmed by most hotel operators who said they don’t usually wait for ZTA assessment and grading to improve in any service area but they are proactive. Improvements in service delivery cannot be totally attributed to grading but it is considered as one of the several factors that aids to this fact. KEYWORDS: Hospitality, service delivery, hotel star rating, accommodation, quality assurance.

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