Quality management in the hotel industry and its impact on guest satisfaction

This thesis is devoted to service quality management in the field of hotel services. It focuses mainly on an analysis of service quality and an evaluation of guest satisfaction in a selected five-star hotel in Prague. The purpose of this thesis is to find orientation in a system through which hotel investigates guest satisfaction and find its opportunities while generating useful data that will serve the hotel management. The theoretical part provides an outline of the basic methods of quality management and focuses on building a customer relationship. The practical part contains evaluation of standards and tools used at Boscolo Prague hotel along with an analysis of service quality and guest satisfaction. Attention is also paid to the effectiveness of newly introduced measures that should increase guest satisfaction. The final section is engaged in evaluating the outcomes of the analysis and in recommending possible improvements