Poslovno sodelovanje kot priložnost za razvoj kakovosti štirih hotelov na območju Triglavskega narodnega parka

magistrsko delo

Maruša Strniša (Author), Borut Rončević (Mentor)

Abstract

Kakovost storitev v hotelirstvu je pogosto pojem, ki ga težko definiramo. Ključno je doseganje zadovoljstva gostov, ki temelji na odgovarjanju na njihova pričakovanja. Zaposleni, ki prihajajo v stik z gosti, morajo biti vešči komunikacije in se marsikdaj znajti pod pritiskom obremenjenosti zaradi povečanega obsega dela. Na osnovi raziskave med direktorji štirih hotelov, lociranih na obrobju Triglavskega narodnega parka, ki jih povezuje združitev v trženju skupnega turističnega proizvoda, ugotavljam, da je storitve hotela mogoče dvigniti na višji nivo s premišljeno selekcijo zaposlovanja kadrov in razvojem človeških virov. Gostom je potrebno jasno predstaviti konkurenčno prednost s pomočjo uporabe sodobnih informacijsko-komunikacijskih orodij. Ob tem pa je za kakovosten razvoj hotela pomembno poslovno sodelovanje, ki temelji na sodelovanju in združevanju moči vseh zaposlenih in doslednem vodenju politike kakovosti.

Keywords

kakovost storitev;hotelirstvo;turizem;zadovoljstvo gostov;razvoj človeških virov;

Data

Language:	Slovenian
Year of publishing:	2011
Typology:	2.09 - Master's Thesis
Organization:	FUDŠ - School of advanced social studies
Publisher:	[M. Strniša]
UDC:	338.488.2:640.4(043.2)
COBISS:	1024339521
Views:	21
Downloads:	2
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary abstract:	Quality of services in the hotel industry is often hard to define. Guest satisfaction and meeting their expectations is key. Hotel employees who come into contact with guests must be skilled communicators and often be able to cope under pressure due to increased volume of work. Based on a survey carried out among the managers of four hotels located on the edge of the Triglav National Park, connected by the marketing of the common tourism product, my conclusion is that hotel services can be raised to a higher level with a well-thought-out employment policy and human resources development. Competitive advantage needs to be introduced to the guests clearly by using modern information and communication tools. Quality hotel development also requires business collaboration based on cooperation and joining forces of all the employees and consistent quality policy enforcement.
Secondary keywords:	quality of services;hotel industry;tourism;guest satisfaction;human resources development;
Type (COBISS):	Master's thesis/paper
Thesis comment:	Fak. za upor. druž. študije v Novi Gorici
Source comment:	Na ov.: Magistrska naloga : študijskega programa druge stopnje;
Pages:	61 str., [48] f. pril.
ID:	13181156