Customer satisfaction with the accommodation facilities in hotel HILTON IMPERIAL DUBROVNIK

Kvaliteta u hotelijerstvu znači orijentirati se na turiste i goste, a to podrazumijeva udovoljavanje svim njihovim željama i očekivanjima. S obzirom na brzo rastuću konkurenciju u hotelijerstvu postoji potreba stalnog unapređivanja kvalitete hotelskog proizvoda kao faktora konkurentnosti, što je i pokretač razvoja potpunog upravljanja kvalitetom. Za hotelsko poduzeće to znači pokušati biti najbolji i imati znanja i upornosti to postati i ostati. Ovim radom htjelo se dati uvid u razinu zadovoljstva klijenta smještajem hotela Hilton Imperial kao i utvrditi kvalitetu pruženih usluga. Korišteni su sekundarni podaci na temelju kojih je donesen zaključak o zadovoljstvu gostiju hotelskim uslugama hotela Hilton Imperial. Turisti su pojedine usluge ocijenili visokim ocjenama te je njihovo zadovoljstvo na visokoj razini.Quality in the hospitality means orientation towards tourists and guests, understanding and exceeding their expectations. Since the competition within the hospitality is in the rapid and high growth, there is a constant need to improve quality as a factor of concurrence, which, drives full quality management system. For hotels, it is to try to become the best as well as to have knowledge to become and remain the best. The purpose of this project is to provide an insight of a guest satisfaction with the accommodation at the Hilton Imperial hotel. Secondary data was used, based on which a conclusion was made about the satisfaction of the hotel Hilton Imperial. Tourists rated the individual services with high ratings and their satisfaction at a high level