The Role of Internal Customer in Improving the Quality of Hotel Services in Jordan: A Case Study of the Marriott International Hotel in Amman

The present study aims to examine the role of internal customer in improving the quality of hotel services in order to provide distinguished and high-quality hotel services seeking to gain the satisfaction of the hotel customers in the light of local and international competition. This study also focused on the internal customer represented by hotel staff from various levels of employment through a set of independent variables such as selection, training, motivation and participation in decision making for improving the quality of hotel services. The sample of this study includes all directors (13) and employees (44) from different parts of the Marriott International Hotel in Amman. The study instrument was designed as a questionnaire for collecting data which consisted of (35) paragraphs according to five- dimensional scale of Likert. In addition, this study used Statistical Package for the Social Sciences (SPSS) to test the hypotheses. The most important findings and recommendations of the present study were that the management officials of the Marriott International Hotel in Amman should develop their knowledge and skills in terms of interest in the internal customers and gain a future vision to determine their needs of human resources and that there is a significant positive relationship between the role of internal customer and the improvement of the quality of hotel services.