KUALA LUMPUR: Hotels should offer guests a full 23-hour stay to improve satisfaction, says Datuk Seri Tiong King Sing.
The Tourism, Arts and Culture Minister highlighted this proposal in a post on his Facebook account calling for hotels to adjust their check-in and check-out times to allow for nearly a full day's accommodation.
"I advocated for this change during a recent meeting with hotel industry association representatives in Parliament on October 17.
I'm also looking to engage with the Human Resources Ministry and the Home Minister to address any staffing shortages this modification might necessitate," he said on Saturday (Oct 19).
Tiong added that such a policy is common internationally, with check-in typically at 2pm and check-out by noon or 1pm the following day, without compromising cleanliness or quality.
The minister then said hotels may be concerned about costs and profits but reminded that customer satisfaction is also critical.
"Guest dissatisfaction could lead to a perception that hotels prioritise profits over service quality. A positive guest experience often results in higher profitability for hoteliers," he stated.
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He added that he would aid hotel owners with staffing issues by facilitating conversations with the Human Resource and Home ministries for the recruitment of foreign workers.
"The hospitality sector currently faces limitations on sourcing foreign staff. I intend to address these challenges, including simplifying the process for hotels to recruit directly," he said.
Tiong then said that he has directed the National Academy of Arts, Culture, and Heritage to introduce certified training courses for hotel room cleaning and housekeeping, aimed at uplifting the professionalism of Malaysian tourism workers.
Addressing other concerns raised by hotel owners, like the lack of standard operating procedures and disturbances from other guests, Tiong said these issues were brought up at a cabinet meeting on the same day.
These matters will be discussed further in the upcoming cabinet Tourism Development Committee meeting chaired by Deputy Prime Minister Datuk Seri Ahmad Zahid Hamidi.
"My ministry is prepared to collaborate with other ministries, including the Housing and Local Government Ministry, to devise strategies and address these challenges," he said.
