The role of quality and standards in the business success of the hotel „Milenij“ Opatija

Standardi su izuzetno važni za poslovanje hotelskih poduzeća. Standardizacija predstavlja specifičan proces koji podrazumijeva donošenje i primjenu standarda, normi kvaliteta i tehničkih normativa. Uvođenje standarda u poslovanje hotela na neki način stvara sliku o hotelu pred korisnicima usluga. To je na neki način garancija kvaliteta i usluga koje se nude. Standardi dakle, upućuju na kvalitetu proizvoda jer je na neki način ljestvica koju je potrebno pratiti kako bi se dostigao vrhunski nivo proizvoda odnosno usluge koju hotel pruža. U ovom radu će biti obrađena tema standardizacije u hotelima i biće ukazano na važnost uvođenja standarda u hotelijerstvu. Također, biće objašnjena uloga kvalitete u hotelskom poslovanju, prije svega misli se na kvalitete usluge koje hotel pruža. U istraživačkom dijelu biće obrađen hotel Milenij – Opatija, kao jedan moderan, visoko standardiziran hotel u Opatiji, te će biti ukazano na uvođenje i primjenu standarda u datom hotelu. Dakle, iz svega navedenog proizilazi da je osnovni cilj istraživanja rada prikazivanje standardizacije u hotelima i njena primjena u praksi.Standards are extremely important for the business of hotel companies. Standardization is a specific process that involves the adoption and application of standards, quality standards and technical standards. The introduction of standards in the hotel business in a way creates an image of the hotel in front of service users. It is in a way a guarantee of the quality and services offered. The standards therefore refer to the quality of the product because in a way it is a scale that needs to be followed in order to reach the top level of the product or service that the hotel provides. This paper will address the topic of standardization in hotels and will point out the importance of introducing standards in the hotel industry. Also, the role of quality in the hotel business will be explained, primarily the quality of service provided by the hotel. The research work will deal with the hotel Milenij - Opatija, as a modern, highly standardized hotel in Opatija, and will point to the introduction and application of standards in a given hotel. Therefore, it follows from all the above that the main goal of the research is to show the standardization in hotels and their application in practice