Challenges in Implementing Muslim Friendly Hospitality Services (MFHS) in Shariah-Compliant Hotels in Malaysia

Abstract

Due to different understanding of halal accommodation according to the madhabs (Islamic schools of thought) and practice levels in Islam, Shariah-compliant hotels (SCHs) globally faced challenges related to the implementation of Muslim-friendly hospitality services (MFHS) in their accommodation establishments. Hence, this study seeks to identify the challenges of Shariah-compliant hotels in Malaysia in implementing MFHS. The study uses qualitative approach where data collection was done through observations and in-depth semi-structured interviews with managers from three Shariah-compliant hotels. Overall, findings showed that the hotels face challenges and issues arising from customers' demands and their existing facilities and services. This study has identified a list of main challenges faced by Shariah- compliant hoteliers which can be a point of reference for current and future hotel managers. It is recommended that hotel operators learn from the challenges faced by them and improve their services for Muslim guests.