Strategies to Improve the Quality Management of Hotel Services in Romania

Abstract

Tourism is a basic component in a country's economy, but also in the human social whole. In this paper, we chose a hotel in Romania to implement a management improvement strategy. Hotel Rina Cerbul, is a 2 star hotel, located in Sinaia, Prahova county. Following a detailed analysis of the hotel management and the level of quality of the services offered by this hotel, a strategy was developed to improve the quality of the services provided. Regarding the establishment of the objectives of the hotel on all levels, we chose to use a more complex way of establishing all the activities carried out within the hotel in order to carry out a complex examination that would allow to fully detach its fundamental objectives. Following a general evaluation of the hotel, with the help of the EFQM model, the objectives of the strategy to improve the hotel's quality management system were established.

Keywords

• quality
• management
• tourism
• strategies
• hotel services