IMPLEMENTATION OF A QUALITY MANAGEMENT SYSTEM IN HOTEL SERVICES IN MODERN CONDITIONS
Keywords:
quality management system, hotel service, hospitality industry, ISO 9001, service quality, customer satisfaction, quality control, hotel management, continuous improvement, service standardsAbstract
This article examines the implementation of a Quality Management System (QMS) in the hotel service industry under modern competitive conditions. The study highlights the importance of service quality as a key factor influencing customer satisfaction and the overall performance of hospitality enterprises. Special attention is given to the specific characteristics of hotel services, such as intangibility, simultaneity of production and consumption, and the significant role of human factors.
The paper analyzes the principles of quality management based on the international standard ISO 9001 and outlines the main stages of QMS implementation in hotels, including process analysis, documentation development, staff training, internal audits, and certification. Additionally, statistical data are presented to demonstrate the impact of various service quality factors on customer satisfaction and decision-making.
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