116 страниц. 2012 год. LAP Lambert Academic Publishing This study gives an overview of service quality among two groups of staff, on- and off-the-job trained employees in Iran's hotels. It investigates causes of weakness in delivering high service quality. A qualitative research conducted with case study based on 20 semi-structured interviews concludes that the knowledge content of on-and off-the-job trained group is different with each other. The study concludes with some high-end recommendations to staffs, managers in hotels, authorities in hotel universities and institutes as well as to future researchers.