THE INFLUENCE OF SPECIALIZED TRAINING ON THE QUALITY OF HOTEL CUSTOMERS SERVICE

Abstract

The aim of the study was to identify the changes that have occurred in the quality of hotel services in the past 10 years in the area of eastern Poland. Efforts were made to determine the effect of trainings in managing customer satisfaction on the level of contentment of hotel visitors. The study was conducted in 50 hotels in eastern Poland in 2004 and 2014 using the Servqual method. It was shown that the specialised trainings of the hotel staff are an essential determinant of improvement of the quality and competitiveness of Polish hotels. The quality of customer service, particularly functional quality, increases thanks to the trainings. Hotels located in eastern Poland need to continue to improve their quality, especially in tangibles, reliability and confidence areas. The supporting infrastructure in hotels, transportation accessibility of facilities, speed and reliability of customer service should be extended, proper management of relationships in the supply chain services should be ensured and visitors should be provided with a broadly-understood safety. Data was analyzed using Statistica 10 PL and Servqual method.