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Title:Poslovno sodelovanje kot priložnost za razvoj kakovosti štirih hotelov na območju Triglavskega narodnega parka : magistrsko delo
Authors:ID Strniša, Maruša (Author)
ID Rončević, Borut (Mentor) More about this mentor... New window
Files:.pdf RAZ_Strnisa_Marusa_i2011.pdf (992,78 KB)
MD5: 0D5C9BCCA6FAE2760DDC79F21C9B0FAD
 
Language:Slovenian
Work type:Master's thesis/paper
Typology:2.09 - Master's Thesis
Organization:FUDS - School of advanced social studies
Abstract:Kakovost storitev v hotelirstvu je pogosto pojem, ki ga težko definiramo. Ključno je doseganje zadovoljstva gostov, ki temelji na odgovarjanju na njihova pričakovanja. Zaposleni, ki prihajajo v stik z gosti, morajo biti vešči komunikacije in se marsikdaj znajti pod pritiskom obremenjenosti zaradi povečanega obsega dela. Na osnovi raziskave med direktorji štirih hotelov, lociranih na obrobju Triglavskega narodnega parka, ki jih povezuje združitev v trženju skupnega turističnega proizvoda, ugotavljam, da je storitve hotela mogoče dvigniti na višji nivo s premišljeno selekcijo zaposlovanja kadrov in razvojem človeških virov. Gostom je potrebno jasno predstaviti konkurenčno prednost s pomočjo uporabe sodobnih informacijsko-komunikacijskih orodij. Ob tem pa je za kakovosten razvoj hotela pomembno poslovno sodelovanje, ki temelji na sodelovanju in združevanju moči vseh zaposlenih in doslednem vodenju politike kakovosti.
Keywords:kakovost storitev, hotelirstvo, turizem, zadovoljstvo gostov, razvoj človeških virov
Place of publishing:Kranj
Place of performance:Kranj
Publisher:[M. Strniša]
Year of publishing:2011
Year of performance:2011
Number of pages:61 str., [48] f. pril.
PID:20.500.12556/ReVIS-7921 New window
COBISS.SI-ID:1024339521 New window
UDC:338.488.2:640.4(043.2)
Note:Na ov.: Magistrska naloga : študijskega programa druge stopnje;
Publication date in ReVIS:27.07.2021
Views:1442
Downloads:67
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Secondary language

Language:English
Abstract:Quality of services in the hotel industry is often hard to define. Guest satisfaction and meeting their expectations is key. Hotel employees who come into contact with guests must be skilled communicators and often be able to cope under pressure due to increased volume of work. Based on a survey carried out among the managers of four hotels located on the edge of the Triglav National Park, connected by the marketing of the common tourism product, my conclusion is that hotel services can be raised to a higher level with a well-thought-out employment policy and human resources development. Competitive advantage needs to be introduced to the guests clearly by using modern information and communication tools. Quality hotel development also requires business collaboration based on cooperation and joining forces of all the employees and consistent quality policy enforcement.
Keywords:quality of services, hotel industry, tourism, guest satisfaction, human resources development


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