МЕТОДЫ И ИНСТРУМЕНТЫ ОЦЕНКИ КАЧЕСТВА ОБСЛУЖИВАНИЯ ПОТРЕБИТЕЛЕЙ В СФЕРЕ ГОСТИНИЧНОГО БИЗНЕСА

Abstract

The current situation in the hotel services market is characterized by a high degree of competition, and therefore hotels need to provide high-quality services. The ongoing processes in the hotel industry make it necessary to find and implement new approaches, forms and methods of effective management of the components of the consumer attractiveness of hotels, the formation of management systems for factors, among which the quality of services provided is important when choosing a hotel. The article presents a systematization of theoretical and practical approaches to assessing the quality of customer service in the hotel business on the basis of modern methods and assessment tools. In modern conditions, there are a large number of methods for assessing the quality of customer service of a hotel enterprise. The quality of hotel services is a competitive advantage of the company, which affects its economic activity. Therefore, when evaluating the quality of services, any method should include the improvement and development of the competitive advantages of the hotel. The article presents a model for improving the quality of hotel services by J. R. R. Tolkien. Methods of quality control of hotel services offered by I. Ishikawa are investigated, methods of subjective and objective assessment of quality of service of consumers of hotel services Voita M. N., methods of "SERVQUAL", "Mystery Shopping", methods of survey and questioning of clients of the hotel enterprise are considered. In the course of the research, modern general scientific and special methods were used: comparison, generalization, expert assessment, analysis and synthesis. The theoretical and practical significance of the study is that the presented theoretical provisions of the assessment of the quality of customer service in the field of hotel business on the basis of modern methods and assessment tools can be used in the activities of hotel enterprises.