Analysis of guest satisfaction on the example of Art Hotel LIKE

Tema ovoga rada jest ocjena zadovoljstva gostiju uslugom u Art Hotelu LIKE dobivena na temelju analize podataka prikupljenih pomoću anketnog upitnika. Rad prikazuje pregled pojmova vezanih uz hotelijerstvo, kao i prikaz samog hotela, te kako upravljati zadovoljstvom gostiju i kvalitetom usluge. Zadovoljstvo gostiju najvažniji je čimbenik u uspješnom poslovanju hotela, a za ostvarenje potpunog zadovoljstva gostiju potrebno je uspostaviti sustav kvalitete. Nadalje, u radu je prikazana analiza podataka iz anketnog upitnika i dani prijedlozi kako pojedine nedostatke unaprijediti i popraviti ukupnu ocjenu zadovoljstva gostiju Art Hotela LIKE.The topic of this paper is the evaluation of guests' satisfaction at Art Hotel LIKE, which is based on the analysis of the data collected using the survey questionnaire. The paper presents an overview of hotel-related terms, as well as the presentation of the hotel itself, and how to manage the guest's satisfaction and the quality of the service. The satisfaction of guests is the most important factor in the successful operation of the hotel, and for the satisfaction of the guests it is necessary to establish a quality system. Furthermore, the paper analyzes the data from the survey questionnaire and gives suggestions on how to improve the overall rating of the pleasure of Art Hotel LIKE guests