Tourism minister calls on hotels, especially 4 and 5-star, to strengthen service culture and management accountability to safeguard Malaysia’s tourism reputation.
GEORGE TOWN: The Ministry of Tourism, Arts and Culture has urged all hotels in Malaysia to consistently uphold best industry practices to protect the country’s reputation as a leading destination.
Minister Datuk Seri Tiong King Sing said hotels must go beyond facilities and star ratings by strengthening service culture and operational standards.
“Hospitality today is no longer defined solely by infrastructure, but by service quality and professionalism,” he said at the launch of the Iconic Majorie Hotel.
Tiong highlighted concerns over complaints involving service shortfalls at certain high-end hotels.
He cited cases where guests were unable to receive proper explanations or assistance from senior management.
“The ministry cannot accept excuses such as general managers being unavailable when guests raise legitimate concerns,” he added.
Hotel management must take full responsibility in addressing complaints to ensure a positive impression, he said.
Tiong said hotels must implement and regularly review standard operating procedures for vendor management and maintenance.
These practices are essential for preserving the overall image and competitiveness of Malaysia’s tourism, he stated.
As Malaysia prepares for Visit Malaysia 2026, destinations like Penang play a vital role as key gateways, he noted.
“A seamless visitor journey from arrival to efficient services is crucial in enhancing the tourism experience,” he added.
Closer integration between hotels, local businesses and communities should be strengthened, Tiong said.
The opening of Iconic Majorie Hotel reflects Penang’s growth in balancing heritage and commercial success, he stated.
“I hope this hotel will set a positive benchmark for service excellence,” Tiong added.
The Iconic Majorie Hotel was developed with an investment of RM180 million.
It is the group’s second hotel project, following the Iconic Hotel in Seberang Perai in 2016.
The hotel is located adjacent to the Iconic Regency, a 268-unit serviced residence development.
