Abstract:
Sri Lanka is currently in the stage of rebuilding its economy after three decades of civil war. One of the
major focuses in this development endeavour is the leisure and hotel industry. Therefore, opportunities are
open for international hotel chains as well as small providers. Small and medium scale hotels face many
challenges in operating their businesses economically. Retention of customers is one of the major problems
faced by those engaged in this sector. This study discusses the effects of professional training to ensure the
satisfaction of customers in small and medium scale hotels in Sri Lanka. In collecting data, two
questionnaires were distributed between two samples of respondents. One sample comprised 53 employees
from 10 small and medium hotels while the other sample comprised of 30 local and foreign customers. This
study indicates that professional training of employees has a direct impact on building customer satisfaction
in small and medium scale hotels in Sri Lanka. Both customers and the employees believe that when the
professional training is high, the quality of service at these hotels also increases. Thus, it indicates that
providing continuous professional training is beneficial to the organization and to the individual concerned.
A well-trained employee can increase customer satisfaction and repetition of purchase.
