EXPERTISE IN THE QUALITY OF SERVICE PROVISION IN THE HOTEL AND RESTAURANT BUSINESS: FROM ASSESSMENT TO MANAGEMENT SYSTEM
DOI:
https://doi.org/10.36074/grail-of-science.20.02.2026.018Keywords:
service quality, hotel and restaurant business (HoReCa), mystery guest, quality management, service standards, customer experience, NPS, feedback, expertiseSummary
The article is devoted to a systematic approach to the assessment of service quality in the hotel and restaurant business (HoReCa). The essence of quality is revealed as a two-dimensional model that combines technical (material) and functional (emotional) aspects. Key tools for objective assessment are analyzed in detail, including the mystery shopping method, online review monitoring, guest surveys (NPS), and internal audits. Critical control points that determine the overall customer experience are identified. The main focus is on transforming expertise data into an effective Quality Management System. A closed PDCA cycle (Plan-Do-Check-Act) is proposed as a practical model for continuous improvement of service standards, staff motivation, and competitive advantage. It is emphasized that in modern conditions, quality expertise is not an audit, but a strategic tool for building customer trust, loyalty, and stable business.
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Copyright (c) 2026 Natalja Rogova
References
Рогова Н., Оніщенко, О. (2024). Переваги інновацій для підвищення якості обслуговування в готелях та ресторанах. Економіка та суспільство, (68). https://doi.org/10.32782/2524-0072/2024-68-86 DOI: https://doi.org/10.32782/2524-0072/2024-68-86
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Quality of Products of the Hotel and Restaurant Industry: Theoretical and Practical Aspects/ monograph /T. Kaplina, N. Rogovaja, A. Kaplina and others (Eds.), monograph (загальний обсяг монографії 271 стор.) Poltava: PUET. 2025. http://dspace.puet.edu.ua/handle/123456789/14739?mode=full
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