STANDARDISATION AND JUSTIFICATION OF PRODUCT AND SERVICE QUALITY MANAGEMENT IN THE HOTEL AND RESTAURANT INDUSTRY

Abstract

The hospitality industry is a fast-growing sector of the economy, which contributes to the development of other sectors of the country’s economy. Cultural and business relations of Ukraine with other countries are expanding, the number of tourists requiring accommodation and service facilities meeting international standards is growing. Therefore, attention to the quality, safety, competitiveness and standardisation of hotel services has recently increased. The main task of hospitality industry enterprises is to serve guests of our country providing them with accommodation, arranging business meetings, satisfying their demand for high-quality recreation and entertainment. To study the quality of provided services expert methods based on a quality scoring scale are widely used in the field of hospitality. Unified legislative requirements, standards, quality analysis and verification of products and services provided by hospitality establishments is necessary to ensure the quality of services that meet the world standard requirements. Qualimetric assessment methods allow to convert qualitative indicators into quantitative ones, which simplifies the research process. To assess the quality of products and services a comprehensive method has been applied, which lies in the quality level assessment with a single number obtained by combining the used single qualitative indexes into one complex index. The research is about the services quality of the four-star Gagarinn Hotel in the city of Odesa. The survey has revealed that the quality service criterion is well-organized booking, reception and accommodation of the hotel. It has been found that the guests accommodated by group characteristics value professionalism and service culture the most, followed by convenience of payment and service standard. The composite assessment of the guest service quality in the accommodation establishment is 0.65. The results show that the quality of services provided at the stage of booking, reception and accommodation of guests in the studied hotel is at a sufficiently high level.