Quality of hotel services – selected issues

Abstract

The paper presents problems connected with quality relationship between hotels and theirs clients. The article discusses the most important aspects of the quality of hotel services. Method: Descriptive method. Basic conditions of the development of contemporary tourism is how to provide a suitable hotel product to clients witch wants consume a perfect tourism service. The research into consumption in world tourism shows that prices, quality of products and the condition of the natural environment are playing, and in the future will play, a decisive role in the choice of destinations by tourists. Quality is a very important element of each product: good and service. Hotels must concentrate on many elements for creating high level of quality. The quality of hotel services can be discussed, on the one hand, from the point of view of the service provider as a standard of service based on experience and forced externally, that is - a collection of characteristics that a given service should possess in order to fully satisfy the needs of a hotel guest with regard to accommodation and food. On the other hand, the quality of services is perceived individually by the customers, who define it as the difference between what they expect and a subjective judgment of what they receive.