Naslov
Significance of the hotel employees satisfaction management

Autori
Ivanović, Slobodan ; Galičić, Vlado

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
2nd International Congress "Progress in Tourism and Hospitality: Present and Future Challenges" / - Solun, 2006, 102-110

Skup
2nd International Congress "Progress in Tourism and Hospitality: Present and Future Challenges"

Mjesto i datum
Solun, Grčka, 01.06.2006. - 04.06.2006

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
hotel; management; internal marketing; satisfaction of employees

Sažetak
Computer systems, food products, equipment, furniture and all the rest of the technology, which is installed in a hotel, makes a whole range of products oriented towards increasing the quality of service and satisfaction of guests in a hotel. However, what makes a fine difference between two hotels almost touchable is the staff that comes into direct contact with the guests. Forms of internal marketing are developed more and more within the contemporary tourism industry, which implies marketing for employed staff. That contemporary approach implies different practices oriented towards increasing the satisfaction of guests, which then has positive repercussions on the satisfaction of their guests. Even though the policy of hotel management is very significant, in great measure the service depends on the hotel staff. Service is the basis of competition, and those hotels which provide the best service get in the very top of business success. Even though numerous technological improvements will fasten the process of providing services, the guests still want “old- fashioned” hospitality. Unfortunately, numerous hotel managers only show off when discussing about the importance of guests. They say that the guest comes first, but still do not pay attention when their employees serve the guests. This paper analyzes more and more present problem of managing the satisfaction of the employed staff, primarily those that come into direct contact with the guests while providing various hotel services. In the future, the results of business will depend about the quality of relation of trust between service providers and guests.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA