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  1. 1 Studia Periegetica

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  1. 1 Perenc J.

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  1. 1 2020

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Factors determining the improvement of hotel service quality as seen by customers of Sheraton Hotel in Warsaw

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Perenc J.
Studia Periegetica
|
2020
|
vol. 30(2)
125-136
EN
The aim of this article is to investigate the determinants and conditions influencing the quality of hotel services. After defining the essence of quality, the author presents the main reasons and conditions for relatively high costs of these services incurred by hotel companies and the need to systematically improve the quality of hotel guest services. Regarding the research method, the article is based on results of a survey conducted in 2015 and 2017 on a randomly selected sample of guests of the Sheraton Hotel in Warsaw. Survey results indicate that the hotel staff received the highest ratings for their kindness and competences. They also appreciated the high quality of rooms, conference rooms and their equipment. The author concludes that the quality of hotel services – including the Sheraton Hotel – is the main reason why many customers choose them. Consequently, the owner of the Sheraton hotel should continue to improve the hotel’s equipment, its conference facilities, restaurants and bars, should select, train and improve basic staff, and should continue to conduct systematic satisfaction surveys among current and future hotel guests.
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