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This study aims to explore the viability of the curricula offered by a university specialising in hospitality and tourism education in Kuching, Sarawak. The study also aims to explore the relevance and application of the hospitality and tourism education curricula to the needs of the Sarawak hospitality and tourism industry.

Grounded in human capital theory, the article highlights the importance of education in facilitating competently skilled human capital. Using a qualitative research approach, the outcomes indicate that the curricula offered by the hospitality and tourism education sector does meet the basic industry needs in Sarawak.

The outcomes suggest that the education sector should adopt a work-based learning model as this is shown to be an effective approach to enhancing practical relevance and competency.

There is insufficient empirical evidence on the exact set of skills and knowledge needed by an individual to be competently skilled in response to the needs of the hospitality and tourism industry in Sarawak.

The learning outcomes are as follows: to use advanced frameworks and tools to convey complex ideas related to strategy and sustainable business practices; apply relevant concepts and theories of corporate social responsibility and governance to a practical situation while making decisions; demonstrate understanding of the importance of stakeholders when developing socially responsible thinking; and analyze the different strengths and weaknesses of the organization when making a decision that would affect the company strategy.

Claire Humphry was the General Manager at the renowned The Nacre Hotel in Penang, Malaysia. Claire had a very busy job as she had many people who reported to her, and the hotel was always full of guests. One of the things Claire also managed was the restaurant OceanSound that was owned and operated by her hotel. OceanSound was a very thematic restaurant that specialized in making sculptures of food for special events. On the New Year’s Day in 2023, Claire came to work ready to tackle what was sure to be a long and busy day. However, Claire had not anticipated exactly how taxing the day would end up being. During Claire’s talks with her colleagues throughout the day, her conversation with her friend, the head chef of OceanSound, Poh, would nag at her head for the rest of the day based on the events that followed. The New Year’s special sculpture at OceanSound was to be a large rabbit made of cake to commemorate 2023 being the year of the rabbit according to Chinese zodiac. This is usually kept secret until the sculpture is revealed; but somehow this information had been leaked. This led to The Nacre Hotel and OceanSound being in the spotlight for bad reasons as this sparked a debate online regarding food wastage. This escalated quickly and even led to a famous food influencer commenting on this using specifically The Nacre’s name. Activists also quickly emerged in front of the hotel to protest the creation of sculptures and the food wastage in Malaysian hospitality industry, seeking to make an example out of The Nacre Hotel. The online criticism died down and was eventually replaced by praise for the sculpture. The activists were also eventually asked by the hotel security to leave, which led to the rest of the day to go as expected for a New Year’s Day at The Nacre. However, Claire’s nagging suspicion that they were not out of the woods led her to start looking into food wastage in the hospitality industry in Malaysia to educate herself and bring it up in a future meeting. Two days after this incident, on January 3, 2023, Claire found The Nacre Hotel posted on the newspaper headlines, dissecting the food wastage associated with the hotel now. After getting an urgent phone call from the Regional Manager, who was pressured by the board and shareholders, Claire decided the time to address this issue could not be delayed any longer. She wrote an email to her strategy team to come up with some ideas for possible solutions to the issue and to present them in a group meeting within a week’s time. At the conclusion of the meeting, Claire was contemplating about the decision that she had to make if she wanted The Nacre Hotel to continue operating successfully in Malaysia’s hospitality industry.

The main theoretical concepts illustrated in the case include corporate governance approaches, types of corporate social responsibility, stakeholders’ prioritization, organizational culture, organizational structure, industry analysis and strategic choices. Therefore, this case study can be used in a upper-level undergraduate business courses in the field of Strategic Management and Corporate Social Responsibility. The case study can be successfully used in a capstone course on Business Policy and Strategy, when tackling the concepts of corporate social responsibility, environmental sustainability strategy and corporate governance. Under this scenario, the usage of conceptual frameworks from Chapters 2 and 3 of the textbook titled “Concepts in Strategic Management and Business Policy: Toward Global Sustainability” by Wheelen and Hunger would be required. This case study can also be successfully applied to MBA level courses on Strategic Management in a Globalized World. In this case, the latest edition of the textbook titled “Exploring Strategy” by Whittington et al., could be used (particularly, the material from Chapters 2–9, 11, 14 and 15). Additionally, the case could also be used in courses related to Tourism and Hospitality, especially in schools which have specialized programs in this field.

Teaching notes are available for educators only.

CCS 12: Tourism and Hospitality.

Given the importance of negative word of mouth and growing number of hotel customers who leave their complaints on the web, the purpose of this paper is to investigate the complaints posted by guests who have stayed at luxury hotels in Kuala Lumpur, Malaysia.

The dataset for this paper is a compilation of hotel reviews collected from TripAdvisor between November 2010 and January 2011. A thematic analysis was used in order to identify emergent themes from the dataset, which were explored and discussed in relation to the existing literature on complaining behavior as well as the aims of the study. The six phases of analysis outlined in the relevant literature was used to guide data analysis.

Analysis of the 320 scripts produced a total of 1,453 different incidents. Results of the analysis produced 54 different themes. A frequency analysis conducted to rank these 54 themes in terms of how frequently they are stated. Some of the extracted themes and their frequency from the most significant to least are as follows; “rooms”, “arrogant and/or clueless staff” and “failure to respond”.

Rooms as the setting of the accommodation services, received the highest number of complaints from the luxury hotel guests, and suggest that Malaysian hoteliers should focus on the basics of accommodation and provide tangible quality factors. Moreover, the findings of the analysis suggest that the luxury hotels are suffering from service failures caused by inexperienced, unprofessional, misbehaving staff, which calls for strong recruitment, training and continuous improvement on the hoteliers' part. The findings highlight some important measures that hoteliers can use as guidelines to further improve their service offerings.

Customers who share dissatisfying experiences and disseminate negative word‐of‐mouth have been a significant challenge for companies who under‐deliver. This problem is more of a major concern today with the aid of technology and the speed of internet. Despite the increasing importance, comparatively little has been written on how guests use the internet to share their experiences.

The purpose of this paper is to profile the Worldwide Hospitality and Tourism Themes theme issue “The way forward: how is Malaysian hospitality and tourism education working with industry?” with reference to the experiences of the theme editors and writing team.

Structured questions were used to enable the theme editors to reflect on the rationale for the theme issue question, the starting point, the selection of the writing team and material and the editorial process.

Malaysia’s hospitality and tourism industry is facing an acute shortage of skilled employees, accentuated by the fact that jobs in the industry are not broadly appealing to Malaysians.

The hospitality and tourism industry in Malaysia wants to employ graduates with a professional attitude and mindset, and to secure this objective, a greater focus on work-based learning is needed.

The paper draws on discussion and applied research to explore the hospitality and tourism industry–education collaboration in Malaysia and the ways in which employability and retention can be enhanced by a greater emphasis on work-based learning.

The majority of Malaysian firms are small and medium-sized enterprises (SMEs), and the hospitality industry is no exception. However, a study on environmental management systems (EMS) reveals that relatively few studies have observed EMS implementation in small and medium-sized enterprises hotels (SMEHs). Hence, this study aims to determine the link between institutional influences and mediating effects of top managers' perceived benefits toward EMS implementation by Malaysian SMEHs.

The results of a questionnaire survey of 252 SMEHs managerial-level professionals using Smart-PLS software provide some explanation for the marginal action taken by these SMEHs to improve their environmental performance.

Based on the findings, five variables might stimulate the implementation of an EMS: regulatory influences, customer influences, competitor influences, employee influences and manager attributes influences.

This study significantly advances understanding of EMS and SMEHs, offering a replicable research framework applicable across industries and countries. Scholars can leverage the framework for further exploration, while managers should recognize institutional influences on EMS implementation.

Given that this study is one of the few that investigates the institutional influences and perceived benefits of EMS implementation, it may provide valuable information for future research on the hospitality industry and the SMEHs among researchers and practitioners.

Globally, the hospitality industry has entered a new era of growth and transformation due to the Industrial revolution 4.0 and generational change among the consumers. The Malaysian hospitality industry is facing some issues and challenges due to this shift in the global economy, game-changing service innovation, increasing alternative service providers and the disruption of technology. The study aims to identify the issues faced by industry experts and to provide some practical solutions for industry.

The paper identifies the key issues and challenges faced by the hospitality industry by using an open-ended question-based approach among senior industry practitioners and the management representative of the Malaysian Association of Hotels.

A number of innovative recommendations are offered from an industry perspective (including best practices and benchmarking) that if adopted would be beneficial to all stakeholders and encourage tourists to embrace the Malaysian hospitality industry.

The paper underscores issues and challenges stemming from rapid tourism growth and some operational issues relating to hospitality development. The paper also identifies some recent innovations that hoteliers could implement in their respective hotels.

This paper explores the challenges Malaysian tourism and hospitality organisations faced during the COVID-19 pandemic and assesses how they coped and strategized with these challenges. Next, the study explores innovative action and best practices in dealing with the pandemic. Additionally, the study focusses on the efforts of policymakers. The paper also reviews government policy and support programmes made available to the business sector during the pandemic.

The paper identifies the key pandemic-related issues and challenges faced in the tourism and hospitality industry through open-ended questions with senior industry practitioner insights and policymakers.

The study highlights emerging challenges and issues for Malaysian hospitality and tourism businesses. In addition, it offers specific recommendations and strategies to enable industry stakeholders to respond to the impact of the COVID-19 pandemic.

These findings are of interest to Malaysian tourism and hospitality industry stakeholders and policymakers as they highlight challenges and offer possible post-pandemic solutions.

The paper reflects current issues and challenges from the perspective of tourism and hospitality practitioners on managerial and operational issues relating to the COVID-19 pandemic.

The purpose of this study is to examine the role of knowledge management practices, organisational commitment and capacity building on employee performance in the hotel industry. This study also investigated the mediating role of organisational commitment and capacity building between knowledge management practices and employee performance.

A quantitative approach and questionnaire survey were used to collect data from hotel employees from Malaysia. Self-administered questionnaires were distributed to collect data from 291 participants, and partial least squares structural equation modelling was used to analyse the hypotheses.

The results of this study confirm that knowledge management practices positively and significantly affect knowledge-employee performance. Employees achieve this performance through the mediating influence of organisational commitment and capacity building culture.

This study offers several implications for Malaysian practitioners and policymakers regarding learning and knowledge management practices in the hospitality industry. The results suggest that organisations can manage knowledge assets and key processes of the organisational environment to create and use knowledge to improve sustainable employee performance through knowledge management practices.

This study sheds light on the knowledge management literature by examining the effect of knowledge management practices on organisational commitment, particularly in the hospitality industry in Malaysia.

The purpose of this paper is to summarise the main points arising from the articles contained in this theme issue and to provide some directions for the future development of hospitality and tourism education in Malaysia.

The paper reviews the contribution made by this theme issue in response to the strategic question: How is Malaysian hospitality and tourism education working with the industry?

The paper observes that authors with different academic and industry backgrounds are able to generate significant outcomes in terms of the contribution to knowledge and/or professional practice, the implications for management action, applied research and industry practice in Malaysia.

This paper considers the extent to which the strategic question discussed in this theme issue could be applied to other ASEAN countries.

The purpose of this paper is to explore some of the ways in which hospitality and tourism education in Malaysia is working with the Malaysian Industry 4.0 framework.

A qualitative research approach was used to conduct 30 interviews with respondents working for academic institutions and local or foreign companies.

The analysis of data helped to identify themes relating to current foreign partnerships within this area of industry.

Through the resolution of this research question, specific recommendations for policymakers and stakeholders are made, which, if implemented, may facilitate further improvements in tourism and hospitality education in support of industry in Malaysia.