Abstract
The article is devoted to the consideration of the development and implementation of a quality management system at enterprises in the hospitality industry, the identification of key elements of quality management and criteria for guest satisfaction with the quality of service. It is emphasized that the main goal of the quality management system at a hospitality industry enterprise is to increase competitiveness by improving the quality of service provision. The authors proposed an implementation algorithm, a conceptual model of the quality management system, and substantiated measures to improve it.
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