Bachelors thesis

Conclusion

Chapter Two: Literature Review
Introduction
In this chapter, the quality of service will be described as an important factor in the implementation of hotel services. Topics covered in this chapter include: variety of services, the role of training for hotel staff, influence quality service on satisfaction guests, significance of service levels with increasing hotel profitability, methods for assessing the quality of service.
2.1 Variety of services.
Depending on its needs, the hospitality industry can take a holistic approach to the evaluation of hotel products or be considered through its components. Its components are divisible and measurable according to the attributes of accessibility and persistence. What the hotel provides is accommodation facilities and other tangible and intangible benefits.
The term "tangibility" usually refers to the element of intangible goods. Including appearance, equipment, personnel, advertising materials and other physical characteristics used to provide the service. Tangibility in the hospitality industry can be correlated with the appearance of the hotel premises and their layout and restaurant premises. Specific elements of a hotel product are evaluated, measured and presented according to certain criteria. Johnston (1995) categorizes tangible items according to the cleanliness and neat appearance of the tangible items and the physical comfort of the environment in which the service is provided. Albayrak , Kaber and (2010), argue that the material elements provided by hotel products may have a greater impact on overall satisfaction. They are easier to modify and upgrade than intangible items. Oberoi and Hayles , published in 1990, highlights the importance of tangibility in the hospitality industry Jos and Lockwood (2004) found that hotels should emphasize tangible elements in their business to achieve higher levels of customer satisfaction.
Intangibility is one of the key characteristics of services. Wallach , Kalafatis Harris (1998); Johnston (1995) argues that the intangible aspects of the staff-customer relationship have a significant impact, both positive and negative. Bebko (2000) suggests that the importance of tangible components is lowest in services with the lowest tangibility scores and highest in services with the highest percentage of tangibility. Since the quality of services in the hospitality industry has both tangible and intangible components, the hotel product is a mixture of different elements, not necessarily of the same type ( Jones , Lockwood , 2004).
Kutsenko E. V. (2017) believes that the main determining factors that determine the position, level of its quality, various groups of hotel visitors can be cited as the main principles of the quality of a hotel service: security: ensuring a reliable and safe rest (safety of living and food for the visitor , his luggage, etc.); cost-effectiveness: service, price a wide range, usually customers, etc., ensuring the availability of flexible payment systems for the possibility of discounts, etc.; comfort: convenience and comfort (light and sound insulation, additional means for regulating the pace).
In addition, there are a number of quality standards that characterize the professionalism of the hotel staff, which play a role in ensuring the quality of the customer service process. These include standard requirements for employees, such as competence (knowledge and skills necessary to perform their duties), conscientiousness, diligence, accuracy, knowledge of professional etiquette, as well as specific requirements that determine the atmosphere of hospitality: responsiveness, sociability, awareness, courtesy, efficiency, speed of service, etc.
The most important characteristics of a service that ensure its ability to meet specific needs include:
• reliability;
• precaution;
• trust;
• accessibility;
• communication;
• attentive attitude.
Reliability is defined as the ability of an employee to accurately deliver the promised service. The basis of reliability is the competence of the operating personnel.
Precaution is the determination to help clients and provide services without delay. During service, there are often emergencies or special customer needs. In this case, the ability of the organization to find effective solutions will be assessed. It is necessary to plan in advance options for eliminating such problems and develop your own principles of work.
Credibility is the ability of employees to inspire confidence.
Availability - Ease of communication with service personnel.
Communication is the ability to provide a service that will prevent misunderstanding between employees and customers, as the necessary information will be provided to customers on time without additional requests from them.
Attentive attitude - an individual approach and attention of the company to customers. The special value of this service feature can be explained by the fact that each client has specific needs that differ from others.
Many factors influence the quality of service. The more important factors include the design of the hotel lobby, the premises in which guests live, the work of employees, their professionalism and competence. They can be correlated with the main elements of good service, since when assessing the quality of hotel services, the guest takes into account the first impression of what he saw.