title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÐºÐ°ÑÐµÑÑÐ²Ð° Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½ÑÑ ÑÑÐ»ÑÐ³
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: Development of measures for improving the quality assessment of hotel services
Creators: name: Ð¡ÐµÐ´ÑÑ, ÐÐºÐ°ÑÐµÑÐ¸Ð½Ð°
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: 2019
Subjects: Ð¾ÑÐµÐ½ÐºÐ° ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð°Ñ ÑÑÐ»ÑÐ³Ð°
Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ð¸ ÐºÐ°ÑÐµÑÑÐ²Ð°
Ð¾Ð¿ÑÐ¾Ñ NPS
Ð²Ð½ÑÑÑÐµÐ½Ð½Ð¸Ð¹ Ð°ÑÐ´Ð¸Ñ
ÑÐ°Ð¹Ð½ÑÐ¹ Ð³Ð¾ÑÑÑ
quality assessment
hotel service
quality indicators
NPS survey
internal audit
secret guest

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description: The object of research in this paper is a Limited Liability Company "Baltic OM", St. Petersburg.
The purpose of the final qualification work is to develop recommendations for improving the assessment of the quality of hotel services based on the analysis of the existing assessment system.
To develop measures to improve the quality assessment of hotel services, the analysis of the existing system of quality assessment of hotel services was carried out, which revealed the shortcomings of the quality assessment of hotel services in LLC "Baltiya OM": lack of investment in the assessment of the quality of hotel services; lack of systematic collection and analysis of data on quality assessment; outdated methods of assessing the quality of services at the enterprise.
Taking into account the identified shortcomings, new measures were developed that will improve the existing quality assessment, the cost of innovations, the payback period and the size of the positive effect of the measures were calculated.
The implementation of the proposed measures will lead to an increase in the level of services provided, an increase in the number of new and regular guests and, consequently, an increase in the financial results of the hotel.