The demands of guests in tourism and the catering industry, and the satisfaction of guests with services received have become the dominant competitive weapon throughout the entire developed world of tourism. The individual guest of today is in a position to harm the reputation of the caterer and innkeeper by spreading word of the faults in the services rendered and consumed. Complaints addressed to the caterer can often bring attention to the need of improving not only the integral process of service preparation and rendering, or any one of its components, but also the organisation of operation within the catering establishment. An indolent and negligent attitude of the caterer regarding such complaints is very irritating to guests of catering establishments, and as a rule, is the reason such guests turn to the competition. In principle, guests that are lodging a complaint do not necessarily have a negative attitude towards a given catering establishment. Most guests will not lodge a formal complaint, but will simply leave the restaurant when something is not to their liking, never to return again. Instead, they will frequent the establishment of the competition. The purpose of this paper is to explain how the objections and formal complaints made by guests can be used to enhance their loyalty towards a certain catering establishment or service. Namely, having witnessed a satisfactory solution to a complaint, the guest will pass this favourable experience on to others. The major part of this paper is based on the results of studies into the Complaint Books of one hundred catering establishments on the Opatija Riviera during the year 2001, and in the first nine months of 2002.
The mere idea of maintenance today has been extended. It is not only the technical systems that are being maintained in order to keep them in operating conditions, also the environment (water, air, soil) is maintained, flora and fauna are maintained, man maintains his health etc. In the last few years developed tourist countries with developed hotel industry as their main tourist receptive tool, have as part of strategies for their development defined maintenance as one of the significant elements of complete development, but also of business quality improvement. The function of maintenance comprises the jobs and activities performed to ensure correctness, i.e. functional usability of instruments of labour. The characteristic of today's maintenance of a hotel as a catering establishment lies in the fact that it is performed on concrete equipment and it has a practical impact on successful running of the hotel. Since the equipment in a hotel comprises different groups of equipment: mechanical, electrical, building- particular approach is required when selecting the maintenance strategy for a particular group of equipment. However, computer support is essential to every strategy in order for the maintenance service to become effective. Related to that, the managing computer system for hotel maintenance must support preventive, planned and corrective maintenance.
Today in hotels reception desk business is executed with help of computer technology, through specially made application programs. Modern technology recently changed a lot way of reception desk business even if it still stayed the same. Different form of computer technology facilitated receptionists’ job specially internal communication connection which connects all hotel departments. In that way there are collected all necessary data only in one place. This brought faster way of working and that each receptionist now can do everything and can be in service to guests. For more quality managing of reception desk department business in hotel, today are developed particular methods of managing and account of income and out-goings made by activities in department of accommodation. With the aim of statement of business success of accommodation hotel department, hoteliers are advised to use those modern methods of records and account, because based on given indicators it is possible to state certain indexes which can be used for evaluation of quality of accommodation department business.
Actual basic characteristics of tourist movements of globalization, standardization, market segmentation and computerization, impose to the responsible managers the need of defining that kind of hotel product which would be so attractive with its content to find that part of the consumers which will finally consume that product. This fact goes in favor to the fact that for the entire hotel offer is important the element of exploration of tourist market and defining the segment of tourist demand which has to draw attention, wake up the interest, provoke the desire and initiate on the action with its attractiveness. The hotel product, as the first element of marketing mix, is made of material and unmaterial services which are offered to the hotel guests, and same thing is with hotel service that is in fact a group of many services with which we fulfill the guest’s needs of accommodation, food and drink, and other services that are paid in the usual way in hotelery. When it is mentioned usual and specific hotelery way that means the way on which the guest will satisfy his own needs and motives of traveling. Working we explore the necessary assumptions which have to be fullfiled for better placing of hotel product on the more squemish and demanding tourist market.
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