THE EVALUATION OF DEGREE OF THE GUEST''S SATISFACTION BY QUALITY OF HOTEL SERVICES
Rapid growth of the hotel industry, increase in demand for her service forces operators of hotels to recognize seriously importance of quality of hotel services to get competitive advantage. In article the quality of hotel services, is considered as set of the characteristics capable to satisfy various inquiries of consumers. Special attention is paid to a contradiction between expectations of the guest and a lack of high-quality services. For permission of this conflict assessment of satisfaction of the guest with quality of hotel services is carried out that has defined article purpose. The research of level of satisfaction of consumers with quality of final service and quality of process of her granting took place on the basis of the following methods: the analysis of complaints and offers, website responses, a method «Typology of elements of service of Kedott - Terdzhena», a technique «The secret buyer». The revealed problems of quality of services and infrastructure of hotels became result. The scientific novelty consists in the offered methodology of assessment of satisfaction with quality of services of the hotel enterprise and justification of effective instruments of work with complaints. The practical importance consists in development of instruments of increase in satisfaction of clients with quality of services of hotel infrastructure of a campus of DVFU by means of the organization of professional work with complaints and claims on the basis of introduction of the offered standards.