ОЦЕНКА КАЧЕСТВА ОБСЛУЖИВАНИЯ ПОТРЕБИТЕЛЕЙ ГОСТИНИЧНЫХ УСЛУГ

Abstract

The modern situation in the market of hotel services is characterized by high extent of the competition, in this regard hotels need to provide high-quality services. The happening processes in hotel economy cause need of search and introduction of new approaches, forms and methods of effective management of components of consumer appeal of hotels, formations of control systems of factors among which when choosing hotel the quality of the provided services is important. The research of quality of service of consumers of the hotel enterprise on the basis of modern methods and tools of assessment is presented in article. The quality of hotel service is the competitive advantage of the company influencing its economic activity. Therefore at assessment of quality of services, it is necessary to take further improvement and development of competitive advantages of hotel into account. Assessment of quality of service of consumers of Hotel «Saransk» which was carried out in the following parameters is presented in article: placement services; qualification of personnel; level of service. On the basis of questioning of consumers of Hotel «Saransk» calculation of the index of satisfaction as average value of mark assessment of parameters of hotel services of various groups of consumers is made. In the course of the research modern general scientific and special methods were used: comparisons, generalizations, expert assessment, analysis and synthesis, poll and observation. The theoretical and practical importance of a research consists that the process of assessment of quality of service of consumers presented in article in the sphere of hotel business on the basis of modern methods and tools of assessment can be used in activity of the hotel enterprises.