Kvaliteta organiziranog heritage hotelskog proizvoda suvremenog hotelijerstva

Sažetak: Kvaliteta u suvremenom hotelijerstvu je ultimativni cilj ali i standard vrijednosti koji doprinosi konkurentnosti malih heritage boutique hotela u Hrvatskoj. Cilj rada je analizirati pozicije elemenata kvalitete kroz percepciju potrošača putem Internet rezervacijskog servisa Booking.com te sagledati pozicije zadovoljstva gostiju kroz ocjenjivanje ponude kategoriziranih i nekategoriziranih heritage hotela. Cilj je vezan za svrhu istraživanja, procjenu važnosti kategorije u usklađenju kvalitete integralne ponude malih i srednjih hotela sa kreativnim konceptom povijesne tematizacije i vrednovanja baštine. Istraživanjem se analiziraju realne ocjene kvalitete, kako ukupno tako i u pojedinačnim elementima s posebnim osvrtom na kategoriju percipirane vrijednosti za novac. Podržani kvalitativnom i kvantitativnom metodologijom zaključci istraživanja predstavljaju platformu za buduća promišljanja o važnosti unaprjeđenja hotelske usluge. Ključni elementi kvalitete koje turisti vrednuju trebaju ići u korak s atraktivnošću koncepta ponude i sinergijski doprinijeti ostvarenju konkurentnosti. Abstract: “Quality in modern hospitality is an ultimate goal, but also a value standard which contributes to the competitiveness of small heritage boutique hotels in Croatia. The aim of this paper is to analyse the positions of elements of quality through the perception of consumers who use the Internet booking service Booking.com, as well as to consider the positions of guest satisfaction through the grading of heritage hotels’ categorised and uncategorised offers. The aim relates to the purpose of the research, the estimate of the importance of the category in harmonisation of the integral quality of small and medium-sized hotels with the creative concept of historical theming and heritage validation. By the research, realistic quality assessments are analysed, both aggregately and in individual elements, with a special reference to the category of perceived value for money. Supported by the qualitative and quantitative methodologies, the research conclusions represent a platform for future consideration of the importance of improvement of hotel services. The key quality elements assessed by tourists should be in line with the attractiveness of the concept of the offer and should also contribute to the realisation of competitiveness.