QUALITY MANAGEMENT IN THE HOTEL INDUSTRY WITH EMPHASIS ON PERSONNEL STANDARDS

Mnogo je različitih pojmova kvalitete, ali svaka naglašava zadovoljstvo kupaca te potrebu da se poduzeća posvete upravo njoj. Uspjeh u poslovanju svakog hotelskog, ali i poduzeća iz drugih grana, krije se u zadovoljnim kupcima i zaposlenicima. Hotel posluje uspješno ukoliko ga karakterizira dobra radna klima, tj. dobri odnosi između samih zaposlenika kao i zaposlenika i gostiju. Valamar Riviera d.d. primjer je hrvatske hotelske kompanije koja uspješno posluje već dugi niz godina, upravo zahvaljujući dobrom sustavu upravljanja kvalitetom u svim svojim poslovnim procesima. Iako je pandemija COVID-19 „poljuljala“ poslovanje ove hotelske kompanije, i dalje je Valamar Riviera nastavila nizati zavidne poslovne rezultate te zadržati sve svoje zaposlenike i, pri tome, povećavati razinu njihova zadovoljstva. Pri tome je konstantno puno sredstava ulagala u politiku njihovih plaća, sustave njihova nagrađivanja, edukacije, treninge, usavršavanja te osposobljavanja. Sve navedeno je bilo ključno za njen rast i razvoj koji je stalno prisutan te se očekuje isti trend razvoja i u budućnosti.There are many different concepts of quality, but each emphasizes customer satisfaction and the need for companies to focus on it. The success of every hotel business, as well as companies from other branches, lies in satisfied customers and employees. A hotel operates successfully if it is characterized by a good working climate, i.e. good relations between the employees themselves, as well as between employees and guests. Valamar Riviera d.d. is an example of a Croatian hotel company that has been operating successfully for many years, precisely thanks to a good quality management system in all its business processes. Although the COVID-19 pandemic "shaked" the operations of this hotel company, Valamar Riviera continued to achieve enviable business results and retain all of its employees and, at the same time, increase their level of satisfaction. At the same time, she constantly invested a lot of money in their salary policy, reward systems, education, training, and training. All of the above was key to its growth and development, which is constantly present, and the same development trend is expected in the future