Barriers And Enablers of Sustainable Service Excellence: Insights from Hospitality Stakeholders

Achieving sustainable service excellence in the hospitality industry is influenced by multiple barriers and enablers spanning organizational, operational, and policy domains. This chapter examines insights from hotel managers, employees, suppliers, and policy-makers to identify challenges and drivers of sustainability adoption. Barriers include high capital costs, resistance to change, lack of skilled personnel, regulatory gaps, and operational complexity, whereas enablers encompass management commitment, stakeholder collaboration, technology adoption, training programs, and green certifications. Drawing from qualitative interviews, case studies, and literature review, the chapter highlights how effective strategies can overcome constraints and accelerate eco-efficient, service-oriented operations. A conceptual framework is proposed linking stakeholder engagement, organizational policies, and operational practices to sustainable service excellence outcomes. Findings demonstrate that addressing barriers and leveraging enablers is critical to integrating environmental stewardship, social responsibility, and operational efficiency into core hospitality operations. This chapter provides practical recommendations for managers, policymakers, and hospitality professionals to implement sustainable strategies while maintaining service quality and profitability.