Obsługa klienta hotelu

Abstract

The objective of the article is to identify the main elements and forms of servicing a hotel client in a proper way, from the perspective of contemporary market conditions. The article presents components of servicing a client, divided into elements before the transaction, during the transaction and after it (tab. 1), as well as the main forms of a hotel client servicing. In view of market changes a model of modern servicing a hotel client was suggested within which seven main elements were distinguished (7E model – engagement, ethics, effect, empathy, exterior and effectiveness). A lot of space is also devoted to a hotel client servicing standardization as the way towards achieving its high and stable level. The article is summed by general conclusions.