The State of Service Industry in Malaysia: Past, Present, and Future

Malaysia has long been celebrated for its rich cultural diversity, and its hospitality industry has often been a shining example of excellence in customer service. However, over recent years, there have been growing concerns about the decline in the quality of service offered by the service industry in Malaysia. In this article, we will revisit the golden era of service in Malaysia, explore the factors contributing to the current decline, and reflect on potential solutions.

Revisiting the Glory Days: A Personal Anecdote

Before diving into the analysis, let's share a personal anecdote to provide a glimpse into the past. After finishing high school, I joined T.G.I. Fridays in Petaling Jaya Section 14, and although the branch is no longer in operation, my experience there is vivid in my memory. The restaurant I worked in was well-run, and the service was nothing short of exceptional.

Back in the late 1990s and the mid-2000s, the restaurant operated under a stringent system with a super-hardworking general manager who made sure everyone was always kept busy. Even on days with no customers, we were assigned tasks such as ensuring floors were spotless and tables were prepared with new sets of cutlery. This level of dedication was not just about keeping the premises tidy; it was about maintaining a level of professionalism and pride in our work.

I vividly remember serving as a bartender, where the GM insisted that I memorize the ingredients of all alcoholic beverages to ensure accuracy. He also encouraged us to engage customers, fostering a sense of rapport, particularly with regulars. Even mundane tasks like washing glasses and crushing ice by hand were done with precision and care, signaling the high standards expected.

Issuing tests to new employees was a compulsory part of the onboarding process, ensuring that every staff member was familiar with the code and best practices of their role. The bottle of pride and professionalism were palpable, as T.G.I. Fridays was a formidable brand, and working there was considered a status symbol.

Comparing the Past and Today

The contrast between then and now is stark. While the quality of service has undoubtedly declined, there are several factors that have contributed to this shift:

Lack of Pay and Interest in Service Roles

The rise in living costs has made looking for jobs elsewhere more enticing. While certain fast-food outlets like Starbucks and McDonald's still attract quality local talent, more and more foreign workers have taken up the roles in outlets such as T.G.I. Fridays. While many of these foreign workers are diligent, the communication gap can lead to miscommunication and customer dissatisfaction, resulting in issues like wrong orders and complaints. On the other end of the spectrum, locals are often diagnosed as being too lazy, with their minds elsewhere or disengaged while on duty.

Mindset and Pride in Work

Malaysia is often referred to as "a country with 1st-world infrastructure and a 3rd-world mentality." This reflects a broader issue: a decline in the pride and respect for the service industry. As a result, the quality of service has become an exception rather than the rule, and many service workers are merely going through the motions without a sense of genuine professionalism or dedication.

Lack of Training and Supervision

The service industry in Malaysia, both foreign and domestic, has experienced a significant drop in quality. Unlike in other established franchises, stringent SOPs, quality control, and service standards are often not strictly enforced. In today's fast-paced environment, there seems to be a lack of training and supervision, leading to lower standards of service across the board.

Potential Solutions and a Call to Action

The path to restoring quality service in Malaysia is a multifaceted one. Begin with a change in mindset and an increased recognition of the value of hard work and dedication. Managers can play a crucial role by continuously supervising their teams, leading by example, and fostering a culture of excellence.

To sum up, the service industry in Malaysia is facing a transformation that requires a collective effort. By understanding the past, recognizing the present challenges, and taking proactive steps, we can work towards a future where our service industry once again shines as a testament to our hospitality and professionalism.