Ekonomiczne Problemy Turystyki (Jan 2016)

Znaczenie personelu hotelu w budowaniu relacji z klientem (case study)

  • Maria Jeznach,
  • Agnieszka Tul - Krzyszczuk,
  • Natalia Niewęgłowska

Journal volume & issue
Vol. 34


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The important role of personnel in services is underlined in literature on this subject. In this work it has been tried to describe the role of personnel in hotel services. The materials to this study consisted of own research carried out in a hotel among three groups of hotel guests (100 respondents), personnel (14 employees of different units) and hotel manager (1 person). The results of the research about factors influencing the quality of services shown that interviewed guests and employees had similar opinions on this matter. Close values for both groups had: nice and competent service (indicated by 46% of guests and 50% of personnel) and hotel appearance and facilities (indicated by 41% of guests and almost 43% of personnel), the two most important factors influencing quality assessment of hotel services. Results differed a little bit in terms of ambiance during the staying (indicated by 16% of guests and 28,6% of personnel), speed and accuracy of services (indicated by 36% of guests and 50% of personnel) and compliance with client's requirements (indicated by 39% of guests and 28,5% of personnel). Smile, kindness and courtesy had reached the highest scores by two interviewed groups. Whereas totally different were opinions on education and professional training as well as knowledge of foreign languages. Guests indicated these assets on top, while the employees on last positions. Manager stated that the success depended on personnel, most importantly on professional training.