engleski

Security and safety of the hotel guest - a part of destination's TQM

The system of Total Quality Management (TQM) is based on market-oriented forces: meeting the requirements and expectations of the guest &#8211 ; the consumer of hotel services. In the TQM system, the guest is king. TQM enables the hotel to operate efficiently and to be successful on the market. For this to be achieved, full commitment of all hotel employees is required, together with teamwork. As security is the natural right of every human being, it is essential that the security and safety of the guest should be the basic element of the hotel TQM. The other elements of the TQM system are an extension of the guest security and safety element, and together they create an aggregate of hotel service qualities. There is no service that can compensate for deficiencies that have adversely affected the life, health or property of the guest. In this paper we shall be referring to &#8220 ; security&#8221 ; as protection, and to &#8220 ; safety&#8221 ; as freedom from harm and danger. Both of these terms are, in fact, parts of a greater whole, which is today recognized as risk management. This paper is focused on guest security and safety - one of the many elements of hospitality service quality. In broad terms, guest security and safety comprise all the activities concentrated on preventing events that could endanger the life, health and property of the guest. This means that we need to ensure that the guest feels safe and comfortable in the hotel and that he returns home healthy and content. Security and safety of the guest is one of the greatest challenges of tourism and the hotel industry in the 21st century. The hospitality industry must to be prepared to satisfy this right and demand of the tourist &#8211 ; the guest, because the economic success of the hotel industry and tourism of every individual country will depend on it.

quality; hotel; TQM; standards; security; safety; risks.

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