RESEARCH ON THE ASSESSMENT OF THE QUALITY OF HOTEL SERVICES

Abstract

In the context of globalization and active mobility of population, hotel services are becoming not just an element of infrastructure, but a strategic factor influencing the development of tourism and shaping the image of the destination. However, despite the steady growth of the hotel industry, the problem of ensuring and standardizing the quality of services provided remains one of the most acute and insufficiently solved. Existing quality assessment systems often do not reflect the real expectations and needs of modern consumers, especially in a context of cultural and regional diversity.

       In this context, the relevance of the study is the need to rethink and modernize approaches to assess the quality of hotel services taking into account global trends and specific customer experiences. The practical value of the proposed approach is to develop an improved quality classification system, oriented to real user request and able to increase the level of customer satisfaction, and also to strengthen the competitive position of hotels.

       The aim of this study is to analyze the concept of «quality» in the context of hotel service, identify key aspects of its perception and form a set of recommendations for improving the quality of hotel services. The methodology of the study covers a comparative analysis of existing quality assessment systems in different regions of the world, with emphasis on Europe and Asia, as well as testing an author classification oriented to modern market requirements