STUDY OF METHODOLOGICAL APPROACHES TO EVALUATING THE HOTEL SERVICES QUALITY

Abstract

The article is devoted to the study of methodological approaches to the assessment of the hotel services quality. It has been studied that the quality of service is one of the constituent indicators of the efficiency of the hotel enterprises operation. The main component of the entire service system is the quality of the hotel service itself. The analysis of the research in the field of evaluation and management of the hotel services quality made it possible to determine that the existing methods of evaluation of the hotel services quality are based on models of consumer behavior and provide the opportunity to build service quality models on their basis. When researching various components of product quality in the service sector, it was found that the problem of forming a comprehensive, general methodological approach to service and service quality management has not been resolved. The main goal of the study was to develop the optimal method of assessing the quality of services, which would allow obtaining the most reliable results that will be used in the development of quality management solutions at the enterprise. The analysis of research and publications showed that the study of approaches to evaluating the hotel services quality and the development of ways to improve the quality of the hotel product is an urgent problem, to be solved as a comprehensive approach. The need to assess the role of a specific employee in the technological process of service as an integral factor that forms a long-term impression of a hotel product is noted. The study of the issue of hotel service quality management was carried out logically and consistently. In particular, a literature review was carried out on the mentioned issues, modern methods of assessing the hotel service quality were analyzed, it was determined that one of the ways to improve the mechanism of managing the quality of hotel services could be an individual assessment of the results of the staff's work, a point method of assessing the quality of the staff's work at each of the stages of the guest cycle was proposed and an example of the criteria for evaluating the work of employees is given. The results of the conducted research can be useful for workers in the field of tourism and hotel and restaurant business, scientists, teachers, students of higher educational institutions, etc.