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.