An analysis to measure the gap in quality awareness and standards between franchised five-star hotels and the five-star and four-star tourist hotels in Malta

Abstract

The purpose of this research is to analyse the gap in quality awareness and standards between franchised five-star hotels and the five-star and four-star tourist hotels in Malta. When considering the research being studied, the main question that the research aims to explore is: “Is there a great gap in quality awareness and standards between large franchised five-star hotels and the four or five-star tourist hotels?”

The long essay will review the current situations in quality of service which is being delivered in four and five-star hotel accommodation in the Maltese Islands. Hospitality is a large and upcoming sector where competition between hotels is present. Each hotel strives to provide a quality of service which meets the guest’s expectations and lives up to the standards of the hotel.

When assessing the way in which franchised five-star hotels and the five and four-star independent hotels work, it can be concluded that despite the different star rating, the gap in quality awareness was small, with 38% of the tourists who participated commenting that employees have a ‘high quality of awareness’ when delivering a quality of service in both franchised five-star hotels and independent five and four-star hotels.