Int. J. Services, Economics and Management, Vol. 6, No. 2, 2014 163 Copyright © 2014 Inderscience Enterprises Ltd. Enhancing customer experience in Canadian hotels Chandana Jayawardena* Chandi J. Associates Inc. Consulting, 39-88 Lakeport Road, St. Catharines, Ontario L2N 4P8, Canada E-mail: chandij@sympatico.ca *Corresponding author Anupama Sukhu Department of Human Sciences, The Ohio State University, 1787 Neil Avenue, Campbell Hall, 100, Columbus, OH 43210, USA E-mail: Sukhu.3@osu.edu Abstract: This paper aims to provide practical solutions to key challenges currently faced by the hotel industry in Canada in the context of enhancing customer experience. Specifically this research paper includes a brief literature review, key information on Canada, its tourism industry, hotel industry and human resource needs. A summary of ten suggestions recently made in a scholarly project involving 23 hotel industry leaders/hospitality educators in Canada enhances the value of the paper. Hoteliers must pay attention to innovation in staff professional development, understand staff diversity, create a family atmosphere at work, provide cross-training, understand individual staff aspirations and provide genuine support to employees. This will keep the hotel employees motivated and inspire them to provide exceptional service to enhance customer experience. In conclusion the paper presents a new generic model in an attempt to summarise the discussion in this paper in a succinct manner. Keywords: Canada; hotel industry; tourism; human resources; customer experience. Reference to this paper should be made as follows: Jayawardena, C. and Sukhu, A. (2014) ‘Enhancing customer experience in Canadian hotels’, Int. J. Services, Economics and Management, Vol. 6, No. 2, pp.163–180. Biographical notes: Chandana (Chandi) Jayawardena is the President of Chandi J. Associates Consulting, Canada. Previously, he was the Associate Dean of Centre for Hospitality and Culinary Arts, George Brown College, Visiting Professor of Ryerson University and Professor of Niagara College, Canada. He has held senior management positions in Asia, Europe, the Middle East, South America, the Caribbean and North America, including 12 years as the general manager of five premier hotels. He is a past President of the Institute of Hospitality, UK (HCIMA). His publication record includes ten books and 103 articles. He has presented at conferences and seminars in 38 countries.