MODERN HOTEL INDUSTRY
The concept of modern hotel industry
includes all tourism entities that provide accommodation for guests and other services for tourist consumption, and are organized in a variety of forms of companies that do business to meet the needs and wishes of the consumer (customer) and achieve the set economic goals and the best possible business
results. 'Hotel business, in an economic way in the market conditions in order to achieve commercial effects,offers accommodation and other hotel hospitality services, which it uses to meet the needs and motives of guests and visitors, and to ensure the standard of living for its staff and management.' (Cerović, Z. 2003).
‘During temporary stay in hotels at the chosen destination, hotel industry offers tourists rest and relaxation, enables business people to make business contacts, creates seminal conditions for participants of conferences, seminars and various other professional, scientific and political gatherings, enables visitors to learning about the natural and cultural attractions and historical monuments and food and beverage services for the local people, as well as various entertainment facilities.’ (Bunja, Đ. 2008).
' Hotel industry, as well as modern
economic activity, is extremely important driver of economic development, especially in undeveloped and developing
countries. In accomplishing its functions, the hotel industry is linked to many other economic activities (trade, transport, industry, tourist agencies...), and differs from other industries in that it provides its services in specific facilities .’(Vrtiprah, V.
Pavlić, I. 2005).
Trends prevailing in the demanding tourist market determine trends in the modern hotel industry which can be summarized in the following general trends; changing needs of consumers, conditions of work and life, lifetime extension, growth of level of information andcomputerization, greater need to safeguard health (wellness, spa, organic food), the emphasis on ecology and healthy food, stay in the pure nature, growing demand for adventure facilities and excitement, visiting major events (sporting, cultural, religious,
business, etc.), and new travel motivations.
Hotel offer should constantly study these trends and adapt to the demands, wishes and needs of modern consumers
(customers).
CLASSIFICATION OF MODERN
HOTEL SERVICES
Modern hotel industry, i.e. the breadth of the range of hotel services, is conditioned by the category of the hotel facility, the size of the hotel facility, hotel location, weather aspect of the hotel business, complexity of hotel organizational structure and business policy in the market.
Modern hotel services can be classified
into:'
accommodation services - provided
in the hotel accommodation units -
apartments and rooms;
food and beverage services -
depending on the type and category
of the hotel, provided in hotel dining rooms, banquet halls,
lounges, breakfast rooms,, grillrooms, coffee shops, cocktail bars... and guests can also be served in their rooms (room service );
services of recreation and sport -
guests have access to pools, tennis
courts and golf courses, various
types of courts, gyms, bowling
alley, walking and jogging paths,
and various events can be
organized (e.g. of open type -
without tickets) etc.;
cultural - entertainment services -
hotels often organize concerts of
classical music, or host popular
artists, exhibitions, have a library,
conference facilities for fun and
games, especially during bad
weather, guests are offered
specially prepared entertainment
programs (animation);
merchant services - guests are
offered the opportunity to buy
souvenirs, newspapers, various
personal necessities, up to high
fashion boutiques and the like;
trades and services - hotel facilities
often offer hairdressing, beauticians
and nail salons, photographers,
watchmakers and others; health and
other services - hotels offer guests
the possibility of diagnosis,
treatment, rehabilitation and other.’
Services provided in the hotel industry, based on certain characteristics, are significantly different from services in
other sectors.
HOTEL MANAGEMENT AND
QUALITY OF HOTEL SERVICES
Under hotel services we mean diversity and complexity in the course of business operations (processes) in the formation and meeting the requirements and needs of the
consumers (customers). The quality of hotel services includes all those procedures that will result in delighted guests. This includes the following key aspects: '
service culture - the company must
live and radiate explicit culture of
service towards the outside and the
inside, and control management in
particular must set an example as to
the realization of the service culture.
courtesy - all employees must have
it, especially those who are in
direct contact with the guests;
kindness will be greatly assisted if
the staff is put in the role of the guest.
standardization - processes and the
execution must take place in accordance with the expectations of guests.
expertise - service personnel must
be competent; this applies equally
to their professional know-how,
and their attitude towards guests.
complaints - they are the starting
point for improvement and must
therefore be understood in good
faith.’ (Berry L.L., Parasuraman, A.
1991).
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