| Abstract | Hotelijerstvo je djelatnost koja uključuje pripremanje hrane i pružanje usluga prehrane, pripremanje i usluživanje pića i napitaka i pružanje usluga smještaja. Pored toga, obuhvaća i pripremanje hrane i pružanje usluga prehrane, pripremanje i usluživanje pića i napitaka, wellness usluge, usluge zabava u noćnim klubovima, usluge organiziranja događanja u konferencijskim salama, pružanje usluga banketa i sl. Hotelijerstvo nosi najveći teret turističke ponude iz jednostavnog razloga jer putnici tijekom putovanja moraju negdje odsjesti te imati na raspolaganju osnovne obroke.
Sama riječ „hotel“ ima svoje porijeklo u francuskom jeziku i označavala je gradsku kuću. Smještajni objekti iz skupine hoteli mogu se podijeliti u devet skupina: hotel baština, difuzni hotel, hotel, aparthotel, turističko naselje, pansion, integralni hotel, lječilišne vrste te hoteli posebnog standarda.
Kvaliteta usluga koje se pružaju u hotelu određena je standardima. Što je veća kvaliteta usluga, postiže se i veća cijena na tržištu. U Republici Hrvatskoj, uvjeti za kategorizaciju hotela se dijele na 16 velikih cjelina, unutar kojih opet postoje razni kriteriji: usluge recepcije i ostalo, horizontalne i vertikalne komunikacije i ostalo, smještajne jedinice, soba, kupaonica, kuhinja, usluživanje hrane, usluživanje u smještajnu jedinicu, caffe bar, prostorije i prostori za zaposleno osoblje, ostali sadržaji u hotelu, vanjski izgled objekta i okoliš te održavanje objekta.
Hotelski lanac čine niz hotelskih poduzeća istog imena i istih standarda koji su rasprostranjeni po raznim mjestima i zemljama. Nastaju kao posljedica nastojanja hotela da primjene međunarodne standarde kvalitete i time prošire i ojačaju svoj položaj na tržištu. Pravni oblici vodoravnog povezivanja hotelijera su: izravna strana ulaganja, ugovori o franšizingu, ugovori o menadžmentu ili potpuno vlasništvo. Nužnost povezivanja hotela u lance u suvremenim globalnim uvjetima proizlazi iz činjenice da očekivanja, želje i potrebe modernog gosta postaju zahtjevnije te se hotelijeri moraju tome prilagođavati žele li nastaviti uspješno poslovati. Gosti traže kvalitetu u pružanju usluga, prepoznatljivost, dosljednost, sigurnost. Vodoravnim udruživanjem hotelijeri ostvaruju visoku kvalitetu, pozitivan imidž na tržištu, efikasniju prodaju, veće zadovoljstvo zaposlenika, više mogućnosti i prilika za usavršavanje i mnoge druge prednosti. |
| Abstract (english) | Hospitality is an activity that includes food preparation and provision of food services, preparation and serving of beverages and drinks and provision of accommodation services. In addition, it includes wellness services, night club entertainment services, conference room events, provision of banquet services and similar. The hotel industry carries the greatest burden of the tourist offer for the simple reason that passengers have to stay somewhere during the trip and have basic meals available.
The word “hotel” itself has its origins in the French language and it signified a town house. Accommodation facilities from the group of hotels can be divided into nine groups: heritage hotel, diffuse hotel, hotel, aparthotel, tourist resort, boarding house, integral hotel, spa types of hotels and hotels of a special standard.
The quality of services provided at the hotel is determined by the standards. The higher the quality of services, the higher the market price. In the Republic of Croatia, the conditions for categorization of hotels are divided into 16 large units, within which there are again various criteria: reception services and other, horizontal and vertical communications and other, accommodation units, room, bathroom, kitchen, food service, service in accommodation units, coffee bar, rooms and premises for staff, other facilities in the hotel, the external appearance of the hotel building, and the environment and maintenance of the hotel building.
The hotel chain consists of a number of hotel companies of the same name and the same standards that are spread across different places and countries.they are the result of the hotel's efforts to apply international quality standards and thus expand and strengthen its market position. Legal forms of horizontal connection of hoteliers are: FDI, franchising agreements, management agreements or full ownership. The necessity of connecting hotels into chains in modern global conditions stems from the fact that the expectations, wishes and needs of the modern guest are becoming more demanding and hoteliers must adapt to this if they want to continue to operate successfully. Guests are looking for quality in service, recognizability, consistency, security. Through horizontal association hoteliers achieve high quality, a positive image in the market, more efficient sales, greater employee satisfaction, more opportunities for training and many other benefits. |
