Koncentracja na kliencie i zaangażowanie pracowników jako bazowe cechy zarządzania jakością w hotelach

Abstract

One of key points of the effective system of quality management is focused on satisfying client’s needs. The notion ‘client’, usually, identified with an external client – a purchaser of offered products and services. Whereas, in the philosophy of Total Quality Management and in the concept of Relationship Marketing the key role of hotel personnel, referred to as an internal client, has been highlighted. Among many important principles of Quality Management, the principle of focusing on the client (external and internal) together with staff involvement principle seem to be of prime significance in accordance with the thesis: ‘The highest satisfaction of internal client’s needs is the basis for satisfaction of external client’s needs of the same standards’. Therefore, this paper has been devoted to the care of external and internal client and the staff involvement.