Samokysh T. A.
CLASSIFICATION OF HOTELS AS A TOOL OF ENSURING THE QUALITY
OF SERVICE
The world industry of hospitality tends rapid
development nowadays. The increasing the number of subjects in the field of
hotel services leads to an aggravation of competitive fight and it demands a
constant search of tools and ways to improve competitiveness from the hotel
enterprises.
One of the most important factors of ensuring the high
level of competitiveness is the quality
of service at the enterprise which encourages the enterprises to apply various
systems, mechanisms and models of quality management.
Universal models that are used to control the quality
of hotel services are the model of "Five M" P. Kotler
and "Plan-Do-Check-Act" E. Deming.
The model of management "Five M" provides
that a quality of services is reached through effective management of all
components service in hotel: МЕN, MACHINE, MATERIAL, METHOD and MILIEU.
„Plan-Do-Check-Act” is adopted as a basis of the
international ISO standards 9000-9004 and characterizes stages of life cycle of
service among which there are a marketing, a service design; a material
support; a preparation of development of engineering procedure of service; a
granting a hotel product; quality control; a reconstruction and operation of
hotel fund; an infrastructure of hotel; a technical assistance in service; a
professional development of personnel.
International Standards ISO 9000 establishes the
universally recognized approach to contractual terms for evaluating the quality
system and simultaneously regulate the relationship between producers and
consumers of hotel services. In all western countries many hotels use a number
of concepts of quality management among which are: Quality Management System,
Total Quality Management, Quality Assurance System, Quality Control, Total
Quality and Productivity Management, Quality System Management etc [7, p.
332].
Ensuring quality of hotel services has to be carried
out on the basis of a control system of quality of the hotel enterprise on
standards and the principles of Total Quality Management and
take into account: a leader role of the management in all innovative
processes; orientation to requirements of the client; involvement of personnel
to the solution of problems of improvement of quality of service of
hospitality; stimulation and professional development of personnel;
introduction of process approach to management; widespread introduction of
information technologies in administrative activity and other spheres of
functioning of the hotel enterprises; communication with clients by means of
Internet [2, 72].
One of mechanisms of external influence on ensuring
quality of hotel services is the system of classification, categorization,
certification of hotels, through the establishment of the quality standards.
Despite it, there is no uniform world system of classification of the hotel
enterprises at the present. There are more than three tens various systems of
classification which operate in the certain countries, regions, economic zones.
The analysis of approaches to a categorization of
hotels showed that the majority of the countries estimate the following
criteria: technical characteristics of hotel, list of services and price
policy. Qualitative parameters of the range of services are analyzed to a
lesser extent analyzed. In general it is possible to define the common criteria of a categorization for
each approach: quality of services (priority, but it is very
subjective parameter in practice of real estimation) general characteristics of the building;
reception hall; additional services and facilities which are offered for an
additional fee or are already included in the cost of accommodation; number of
rooms; restrooms and bathrooms; food services; level of professionalism of
personnel.
At the same time it should be noted that, based on the
geographical, sociocultural and religious features,
each country defines the criteria of a categorization of hotels on their own
that considerably complicates the
development of uniform system of classification of hotels in the world.
Researches and the analysis of world practice enabled
to allocate the most widespread systems of classification. So, in the European countries , as a rule hotels are
classified by the principle of "starship" in which 5 * – a sign of the highest quality. Exceptions are
In
The list of references:
2. Данько Н. І. Управління
якістю готельних підприємств в Україні / Н. І. Данько // Проблеми
економіки. – 2011. – № 1.– С. 67–72.
3. Білецька І. М. Національні особливості
організації готельної справи у світовій індустрії гостинності [Електронний
ресурс] / І. М.
Білецька // Ефективна економіка. – Режим доступу : http://www.economy.nayka.com.ua/?op= 1&z=3745