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 Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÐ¼Ð¸ ÑÑÐ»ÑÐ³Ð°Ð¼Ð¸ Ð² Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐµ
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 guest satisfaction with the services provided at the hotel
Creators: name: ÐÐ¶ÑÐ¼Ð°Ð±Ð°ÐµÐ², Ð¢Ð¸Ð¼ÑÑ
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: 2023
Subjects: ÑÐ¸ÑÑÐµÐ¼Ð° Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸
ÑÐ°Ð¹Ð½ÑÐ¹ Ð³Ð¾ÑÑÑ
ÑÐ¸ÑÑÐµÐ¼Ð° Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸
ÑÐ¸ÑÑÐµÐ¼Ð° Ð±Ð¾Ð½ÑÑÐ¾Ð²
ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÑÐ½Ð½Ð¾ÑÑÑ Ð³Ð¾ÑÑÐµÐ¹
satisfaction assessment system
mystery guest
loyalty system
bonus system
guest satisfaction

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¸ ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ Ð½Ð¾Ð²Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÐ¼Ð¸ ÑÑÐ»ÑÐ³Ð°Ð¼Ð¸ Ð² Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐµ Novotel Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ Ð¦ÐµÐ½ÑÑ. Ð Ð¿ÑÐ¾ÑÐµÑÑÐµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð±ÑÐ»Ð¸ ÑÐµÑÐµÐ½Ñ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸: ÐÐ·ÑÑÐµÐ½Ñ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ðµ Ð°ÑÐ¿ÐµÐºÑÑ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹. ÐÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· Ð´ÐµÐ¹ÑÑÐ²ÑÑÑÐµÐ¹ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÑ Â«Novotel Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ Ð¦ÐµÐ½ÑÑÂ». ÐÐ·ÑÑÐµÐ½Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼Ñ, ÑÐ²ÑÐ·Ð°Ð½Ð½ÑÐµ Ñ Ð´ÐµÐ¹ÑÑÐ²ÑÑÑÐµÐ¹ ÑÐ¸ÑÑÐµÐ¼Ð¾Ð¹ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÑ. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ñ Ð¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹. ÐÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð²Ð½ÐµÐ´ÑÐµÐ½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÑÐ»Ð°ÑÑ Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð¾Ð³Ð¾ Â«Novotel Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ Ð¦ÐµÐ½ÑÑÂ». Ð ÑÐ¾Ð´Ðµ ÑÐ°Ð±Ð¾ÑÑ Ð±ÑÐ»Ð° ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ð° Ð´ÐµÐ¹ÑÑÐ²ÑÑÑÐ°Ñ ÑÐ¸ÑÑÐµÐ¼Ð° Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÑ. ÐÑÐ¸ ÑÐ±Ð¾ÑÐµ Ð´Ð°Ð½Ð½ÑÑ, Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼ÑÑ Ð´Ð»Ñ Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ ÑÐ°Ð±Ð¾ÑÑ, Ð±ÑÐ»Ð¸ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ñ Ð¿Ð¾Ð¸ÑÐºÐ¾Ð²ÑÐµ ÑÐ¸ÑÑÐµÐ¼Ñ Â«GoogleÂ» Ð¸ Â«Ð¯Ð½Ð´ÐµÐºÑÂ». ÐÑÐ¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐµ Ð´Ð°Ð½Ð½ÑÑÂ  Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð»Ð¸ÑÑ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ: MS Word Ð¸ MS Excel. Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð¼ ÑÐ°Ð±Ð¾ÑÑ ÑÑÐ°Ð»Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð¸ ÑÐ¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð½Ð¾Ð²Ð¾Ð¹ ÑÐ¸ÑÑÐµÐ¼Ñ Ð¾ÑÐµÐ½ÐºÐ¸ ÑÐ´Ð¾Ð²Ð»ÐµÑÐ²Ð¾ÑÐµÐ½Ð½Ð¾ÑÑÐ¸ Ð³Ð¾ÑÑÐµÐ¹ Ð¿ÑÐµÐ´Ð¾ÑÑÐ°Ð²Ð»ÑÐµÐ¼ÑÐ¼Ð¸ ÑÑÐ»ÑÐ³Ð°Ð¼Ð¸ Ð² Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐµ Novotel Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ Ð¦ÐµÐ½ÑÑ.
description: The given work is devoted to the development and formation of a new system for assessing guest satisfaction with the services provided at the Novotel St. Petersburg Center hotel. In the process of this research, the following tasks were solved: 1. Theoretical aspects of assessing guest satisfaction were studied. 2. An analysis of the current system for assessing guest satisfaction at the Novotel St. Petersburg Center hotel was carried out. 3. Studied the problems associated with the current system for assessing the satisfaction of hotel guests. 4. Developed and implemented measures to improve the system for assessing guest satisfaction. 5. An assessment of the effectiveness of the implemented measures was carried out. The work was carried out on the example of the hotel Â«Novotel St. Petersburg CenterÂ». In the course of the work, the current system for assessing the satisfaction of hotel guests was considered. When collecting the data necessary for the performance of the work, the search engines Â«GoogleÂ» and Â«YandexÂ» were used. The following programs were used for data processing: MS Word and MS Excel. The result of the work was the development and formation of a new system for assessing guest satisfaction with the services provided at the Novotel St. Petersburg Center hotel.