Affiliation:
1. Mykhailo Tuhan-Baranovskyi Donetsk National University of Economics and Trade
Abstract
Objective. The purpose of the study is to investigate the theoretical and practical aspects of service quality management in hotel establishments and to propose directions for their improvement.
Methods. In the research process, general scientific methods and techniques of research were used: analysis, synthesis, generalization, induction, deduction, abstract logical method, graphic and tabular methods (for a visual representation of the analyzed material), the Pareto method.
Results. In the study is analyzed the main approaches to managing the quality of service in a hotel. The main methods for determining the quality of guest service in international practice and directions for improving the quality of service are considered. The method of researching the modern state of service quality management in a hotel establishment is substantiated, which includes nine stages and allows to comprehensively investigate the effectiveness of service quality management in a hotel establishment and identify the main shortcomings in the work.
Approbation of this methodology for assessing the state of service quality management was carried out on the basis of the Raziotel Kryvyi Rih hotel. The analysis of the quality of service based on the reviews of the guests of the Raziotel Kryvyi Rih hotel showed that in 2022 the hotel has the highest rating among the hotel establishments of the network. In order to analyze the quality of service at the hotel, an assessment was carried out using the Pareto method. The analysis of service quality management at the hotel «Raziotel Kryvyi Rih» allows us to conclude that the hotel has certain problems regarding the quality of guest service.
The proposed measures to improve service quality management at «Raziotel Kryvyi Rih» are aimed at improving the material indicators of managing the quality of hotel services, which can positively affect guest satisfaction, increase the hotel's reputation and attract more new customers.
Publisher
Donetsk National University of Economics and Trade named after Mykhailo Tugan-Baranovsky
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