title: Ð¤Ð¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÑÑÐ»ÑÐ³ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð³Ð¾ÑÑÐµÐ¿ÑÐ¸Ð¸Ð¼ÑÑÐ²Ð°
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Formation of a system for assessing the satisfaction of guests quality of services provided at the hospitality enterprise
Creators: name: Ð¢Ð°ÑÑÐµÐ²Ð°, ÐÐ»ÐµÐºÑÐ°Ð½Ð´ÑÐ°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2022
Subjects: ÑÐ¸ÑÑÐµÐ¼Ð° Ð¾ÑÐµÐ½ÐºÐ¸
ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÑ Ð³Ð¾ÑÑÐµÐ¹
ÐºÐ°ÑÐµÑÑÐ²Ð¾ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÑÑÐ»ÑÐ³
ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸
ÑÐ¿Ð¾ÑÐ¾Ð±Ñ Ð¾ÑÐµÐ½ÐºÐ¸
evaluation system
guest satisfaction
quality of services provided
formation of satisfaction assessment
assessment methods

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: Â«Ð¤Ð¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÑÑÐ»ÑÐ³ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð³Ð¾ÑÑÐµÐ¿ÑÐ¸Ð¸Ð¼ÑÑÐ²Ð°Â». ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÑÑÐ»ÑÐ³ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð³Ð¾ÑÑÐµÐ¿ÑÐ¸Ð¸Ð¼ÑÑÐ²Ð°, Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ ÑÑÐ´Ð° ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÑÐµÑÐ²Ð¸ÑÐ° . ÐÐ±ÑÐµÐºÑÐ¾Ð¼ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ²Ð»ÑÐµÑÑÑ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ðµ ÐÐ Â«ÐÑÐµÐ½Ð±ÑÑÐ³ÑÐºÐ°Ñ Ð­ÐºÑÐ¿Ð»ÑÐ°ÑÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÐÐ¾Ð¼Ð¿Ð°Ð½Ð¸ÑÂ» (Ð¾ÑÐµÐ»Ñ Hilton Garden Inn Orenburg). ÐÐ¾ Ð²ÑÐµÐ¼Ñ Ð½Ð°Ð¿Ð¸ÑÐ°Ð½Ð¸Ñ Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ Ð±ÑÐ»Ð¸ Ð¸Ð·ÑÑÐµÐ½Ñ: ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð¾ÑÐ½Ð¾Ð²Ñ ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹, Ð¼ÐµÑÐ¾Ð´Ñ Ð¾ÑÐµÐ½ÐºÐ¸ Ð³Ð¾ÑÑÐµÐ¹ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼, ÐºÐ°Ð½Ð°Ð»Ñ Ð¸ ÑÐ¿Ð¾ÑÐ¾Ð±Ñ ÑÐ±Ð¾ÑÐ° Ð¸Ð½ÑÐ¾ÑÐ¼Ð°ÑÐ¸Ð¸. ÐÑÐ¾Ð¼Ðµ ÑÐ¾Ð³Ð¾, Ð¿ÑÐµÐ´ÑÑÐ°Ð²Ð»ÐµÐ½Ð° Ð¿Ð¾Ð´ÑÐ¾Ð±Ð½Ð°Ñ ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÐ° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¸ ÐµÐµ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÑÑÑÐºÑÑÑÐ° ÑÐ¿ÑÐ°Ð²Ð»ÐµÐ½Ð¸Ñ. Ð ÑÐ°ÐºÐ¶Ðµ, Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¾ÑÐµÐ½ÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð° Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÑ ÑÑÐ»ÑÐ³ Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ ÐÐ Â«ÐÑÐµÐ½Ð±ÑÑÐ³ÑÐºÐ°Ñ Ð­ÐºÑÐ¿Ð»ÑÐ°ÑÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÐÐ¾Ð¼Ð¿Ð°Ð½Ð¸ÑÂ», ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¿Ð¾ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð¸Ñ Ð¼ÐµÑÐ¾Ð´Ð¾Ð² Ð¾ÑÐµÐ½ÐºÐ¸ Ð´Ð»Ñ Ð¿Ð¾Ð»ÑÑÐµÐ½Ð¸Ñ Ð±Ð¾Ð»ÐµÐµ ÑÐ¾ÑÐ½ÑÑ Ð´Ð°Ð½Ð½ÑÑ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ ÐºÐ°ÑÐµÑÑÐ²Ð¾Ð¼ ÑÑÐ»ÑÐ³ Ð² Ð¾ÑÐµÐ»Ðµ. ÐÐ½ÐµÐ´ÑÐµÐ½Ð¸Ðµ Ð´Ð°Ð½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ ÑÐ¿Ð¾ÑÐ¾Ð±Ð½Ð¾ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¸Ð²Ð½Ð¾ ÑÐºÐ°Ð·Ð°ÑÑÑÑ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð¸ Ð¿Ð¾Ð´Ð½ÑÑÑ ÑÑÐ¾Ð²ÐµÐ½Ñ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ Ð¾ÑÐµÐ»Ñ.
description: The subject of the graduate qualification work is âFormation of a system for assessing the satisfaction of guests quality of services provided at the hospitality enterpriseâ. This work is devoted to the study of: the formation of a system for assessing the satisfaction of guests quality of services provided at the hospitality enterprise, as well as the improvement and identification of a number of recommendations for improving the service. The object of the study is the enterprise JSC "Orenburg Operating Company" (Hilton Garden Inn Orenburg hotel). During the writing of the final qualifying work, the following were studied: the theoretical foundations of the formation of a system for assessing guest satisfaction, methods for evaluating guests with quality, channels and ways of collecting information. In addition, a detailed description of the enterprise and its organizational management structure is presented. And also, the analysis of the assessment of the quality of services provided was carried out on the example of the enterprise JSC "Orenburg Operating Company", measures were developed to introduce assessment methods to obtain more accurate data on the satisfaction of guests with the quality of services in the hotel. The implementation of these measures can effectively affect the company and raise the level of satisfaction of hotel guests.