O jakości usług świadczą nie tylko gwiazdki, czyli o zarządzaniu jakością w hotelach

Abstract

Any hotel to boast high occupancy rate must be managed in agreement with recognized needs of its guests. Such services are rendered when the rules of complex policy of total quality management (TQM) have been introduced. One of the methods facilitating the application of these rules is the certification according to demands of international standards ISO series 9000. However, one should fully realize that ISO certificate does not guarantee luxury in a hotel. Being certified does mean that a guest is sure to obtain PROPER (in accordance with a contract) product performed professionally and delivered in time. The article also presents hotel activities to obtain ISO standards and these hotels which resigning from the certification have chosen more complex way of following TQM policy through constant improvement called kaizen in Japanese.