engleski

EVALUATIONS OF REVIEWER PORTALS AND STANDARDS IN THE HOSPITALITY INDUSTRY – INFLUENCE ON QUALITY VALORISATION

Quality and standards are key segments of the formed hospitality service for realisation of guest satisfaction with all its aspects and for affirmation of future demand. In view of the development of modern hospitality and when looking at it through a prism of responsible mass tourism, continuous investment in the quality and in standard updates is needed, as they are the key that leads towards success. The focus of this research is on international standards and performance indicators of hotel housekeeping and on their perspective in Croatian hospitality, with analytics of grading of hotel quality and guest satisfaction with hospitality services in TripAdvisor. The research was conducted for the purposes of valorisation of the connection between realised indicators of work involvement with realised grades and satisfaction of consumers, tourists. The purpose itself of this paper is reflected in the set goal and is outlined in the form of the question: How much does the amount of involved work affect the realised quality and what are the future recommendations? With aspects of valorisation of elements of hospitality service, they represent a contribution to the research and to quality improvement science. Supported by the qualitative and quantitative methodologies, the research conclusions represent a platform for future consideration of the relevance of “soft skills”, given that the quality in hospitality mirrors the way in which people work, skills they have and which they are continuously improving through targeted education of lifelong learning and the manner in which they perceive their consumers.

quality in hospitality, services, hotel housekeeping, standards, TripAdvisor portal.

Rad je napisan kroz mentorstvo.