Innovative quality management methods of hotel services

Abstract

As a result of the analysis of hotel service quality management methods, the innovative
“Six Sigma” method was analyzed. The innovativeness of the method lies in the fact that it is a symbiosis
of a certain quality standard on the one hand, on the other hand allows the hotel to improve quality
parameters with minimal costs. The aim of this article is to adapt the innovative Six Sigma methodology to
the activities of hotel enterprises. The results of the study showed that the basis of the methodology of the
innovative Six Sigma method is the interconnection of three main directions: management of the provision
of services, improving the quality of services and designing new services. The methodology is also
systematic, which is manifested in the sequence of the processor fased application of diverse actions aimed
at creating the most effective quality model. The stages of the quality management system assessment are
logically structured and provide a sequence of the following directions: the DMAIC approach is used,
which is adapted for the hotel business and structured taking into account its features. This method not only
provides planning, analysis, control and management of the quality of hotel services, but also the ability to
minimize shortcomings and imperfections in the provision of hotel services.