Improvement of operational practices in hospitality activity

Usluge koje poduzeće nudi temelj su konkurentske prednosti na tržištu pa je važno da budu inovativne, kreativne i specifične sukladno djelatnosti iz koje proizlaze. Tako je vrlo važno da u hotelijersko-turističkoj djelatnosti, usluga smještaja koja se pruža u hotelima, bude na najvišem mogućem nivou. Hotelsko poduzeće zato ima zadatak proučiti poslovanje, odrediti tijek radnih procesa, planiranje i raspoređivanje poslova i operativnih radnji u svrhu ostvarivanja najboljih mogućih operativnih praksi. To se čini kroz operacijski menadžment i organizaciju poslovanja uz pomoć inovativnih i novih rješenja u praksi. Stoga, predmet ovog rada je objasniti važnost operativnog poboljšanja usluga u hotelima i usluge koje ostvaruju konkurentnost te istražiti kako hoteli mogu unaprijediti vlastite operativne prakse. To je istraženo putem empirijskog istraživanja i RPA upitnika modificiranog za uslužna poduzeća na šest hotela jednog hotelskog lanca. Analizom rezultata izdvojena je ukupna ocjena poslovanja svih ispitanih hotela po ocjenama iz RPD upitnika.The services offered by the company are the foundation of competitive advantage in the market, so it is important that they be innovative, creative and specific in accordance with the activities from which they arise. Thus, it is very important that in the hotel and tourism industry, the accommodation service provided in hotels is at the highest possible level. The hotel company therefore has the task of studying the business, determining the course of work processes, planning and scheduling of jobs and operational activities in order to achieve the best possible operational practices. This is achieved through operational management and business organization with the help of innovative and new solutions in practice. Therefore, the subject of this paper is to explain the importance of operational improvement of hotel services and services that achieve competitiveness and to explore how hotels can improve their own operational practices. This was explored through empirical research and an RPA questionnaire, modified for service companies at six hotels of one hotel chain. The analysis of the results highlighted the overall assessment of the operations of all surveyed hotels according to the assessments from the RPD questionnaire