HOTEL SERVICE QUALITY

Temeljna turistička receptiva odnosi se na hotelijerstvo čija je primarna zadaća zadovoljiti i ugađati širok spektar želja i potreba svakog pojedinca, stoga usluge koje se nude trebaju biti kvalitetne jer se u njenom središtu stalno nalaze očekivanja, potrebe i želje. Kvaliteta hotelskih usluga podrazumijeva besprijekorne ljude, besprijekorne proizvode i usluge, uklanjanje nevolja i problema gostiju, uljudno ponašanje, povjerenje u hotelsko osoblje, sigurnost gostiju, poštivanje termina, pravi odnos cijene i razine kvalitete hotelskih usluga, sprečavanje grešaka osoblja i dobro informiranje gostiju. U traženju novih načina poboljšanja konkurentnosti i kreiranja veće vrijednosti za goste uspostavljeno je novo gledište upravljanja kvalitetom – TQM koje se temelji na konceptu stalnog unapređivanja i poboljšavanja procesa, na trajnoj kvaliteti i timskom radu, što kao rezultat ima stalno napredovanje. Cilj ovog završnog rada je prikazati važnost kvalite usluga u hotelijerstvu te kako ona utječe na poslovanje hotela kao i uvažavanje i primjena standarda koji su neophodni da bi se kvaliteta propisno koristila u hotelskom poduzeću, zadovoljavala želje i potrebe gostiju i poticala zaposlenike.A hotel industry whose primary task is to satisfy and pamper a wide range of wishes and needs of each individual should be emphasized as a fundamental tourist receptive. Therefore the services offered should be of high quality because in its very center are constant new expectations, needs and wishes of the guests. The quality of hotel services implies impeccable people, products and services, elimination of guests' troubles and problems, polite behavior, trust in hotel staff, guests' security, respect of terms, real price/quality ratio of hotel services, prevention of personnel mistakes and good informing of the guests. In seeking new ways of competitiveness and creating greater value for guests a new quality management approach – TQM - has been established. TQM is based on the concept of continuous improvement of the process, on durable quality and team work, which results in constant improvement. A purpose of this final work is to show the quality of hotel services in hotel industry and how it affects on hotel business as well as standard appreciation and application which are indispensable for the proper use of quality in hotel industry, satisfying needs and wishes of our guests and for encouraging employees