Wykorzystanie metod oddziaływania na jakość usług w hotelarstwie jako narzędzia do walki z konkurencją

Abstract

The aim of this publication is to analyse the influence methods on the quality in hotel industry as a tool for fighting the competition. In this work, a thesis was made that the focus on quality of services in hotel industry results in client satisfaction and thus, brings client’s loyalty. The influence methods on quality are a very important part of global, hotel management. Nowadays, the quality management norms of ISO 9001 are becoming very common. The article describes the determinants of quality in hotel industry. It also depicts influence methods on the quality of services. The implementation and consistent com-pliance with standards and service procedures in hotels are a significant factor in shaping quality of services in a hotel.