Access restricted to students and staff of home institution
undergraduate thesis
5   0
Maistra Collection hotel employees' perception of customers: A comparative analysis based on cultural background
Lucija Šorić (2019)
VERN University of Applied Sciences
Cite this document

Šorić, L. (2019). Komparativna analiza percepcije zaposlenika o kulturološkoj pozadini gostiju u hotelima Maistre Collection, Rovinj (Undergraduate thesis). Retrieved from https://urn.nsk.hr/urn:nbn:hr:146:629392

Šorić, Lucija. "Komparativna analiza percepcije zaposlenika o kulturološkoj pozadini gostiju u hotelima Maistre Collection, Rovinj." Undergraduate thesis, VERN University of Applied Sciences, 2019. https://urn.nsk.hr/urn:nbn:hr:146:629392

Šorić, Lucija. "Komparativna analiza percepcije zaposlenika o kulturološkoj pozadini gostiju u hotelima Maistre Collection, Rovinj." Undergraduate thesis, VERN University of Applied Sciences, 2019. https://urn.nsk.hr/urn:nbn:hr:146:629392

Šorić, L. (2019). 'Komparativna analiza percepcije zaposlenika o kulturološkoj pozadini gostiju u hotelima Maistre Collection, Rovinj', Undergraduate thesis, VERN University of Applied Sciences, accessed 17 November 2019, https://urn.nsk.hr/urn:nbn:hr:146:629392

Šorić L. Komparativna analiza percepcije zaposlenika o kulturološkoj pozadini gostiju u hotelima Maistre Collection, Rovinj [Undergraduate thesis]. Zagreb: VERN University of Applied Sciences; 2019 [cited 2019 November 17] Available at: https://urn.nsk.hr/urn:nbn:hr:146:629392

L. Šorić, "Komparativna analiza percepcije zaposlenika o kulturološkoj pozadini gostiju u hotelima Maistre Collection, Rovinj", Undergraduate thesis, VERN University of Applied Sciences, Zagreb, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:146:629392

Metadata
TitleKomparativna analiza percepcije zaposlenika o kulturološkoj pozadini gostiju u hotelima Maistre Collection, Rovinj
Title (english)Maistra Collection hotel employees' perception of customers: A comparative analysis based on cultural background
AuthorLucija Šorić
MentorDubravko Kraus (mentor)
GranterVERN University of Applied Sciences
Zagreb
Defense date and country2019-07-10, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Ovaj rad obrađuje temu percepcije gostiju od strane zaposlenika turističkog poduzeća Maistra d.d., brenda Maistra Collection iz Rovinja. Navedeno se poduzeće u svojoj strategiji razvoja orijentiralo na hotele visoke kategorije, a ovaj rad ima za cilj istražiti percepciju ponašanja gostiju različitih nacionalnosti kod zaposlenika hotela brenda Maistra Collection. Rezultati provedene analize koristit će se za unapređenje poslovnih procesa u spomenutim hotelima, te unapređenje komunikacije i razumijevanja između zaposlenika i gostiju, a sve kako bi razina usluge bila visoka i u skladu sa zacrtanom strategijom. Da bi se ostvario cilj rada, provedena je anketa u kojoj su sudjelovali zaposlenici hotela Maistra Collection. Anketni upitnik je strukturiran na način da postavlja pitanja o stavovima zaposlenika prema različitostima, stranim jezicima, drugim kulturama i upoznavanju tih kultura. Također, zaposlenici su pitani i o percepciji raznih kulturoloških obilježja gostiju hotela. Rezultati ankete pokazuju da su ispitanici otvoreni prema usvajanju različitosti te da postoji kvalitetna podloga za unapređenje odnosa s gostima kao i same usluge u hotelu. Preporuka za daljnje djelovanje je edukacija zaposlenika kako bi proširili postojeće znanje o drugim kulturama i bili kompetentniji u svojem poslu, a na zadovoljstvo gostiju.
Abstract (english)
This paper deals with the employees’ perception about the guests in the hotels of the Maistra d.d. tourist company within the Maistra Collection brand from Rovinj. The Company in its development strategy focused on high category hotels and the aim of this paper is to explore the employees’ perception about guests’ behavior from different nations within the Maistra Collection. The results of the analysis will be used to improve business processes in the hotels mentioned above, to improve communication and understanding between employees and guests, all to ensure the level of service is high and in correspondence with the set strategy. In order to achieve the paper’s goal, a survey was conducted involving hotel employees within the Maistra Collection. The survey questionnaire is structured in a way that raises questions about employees’ attitude towards differences among nations, foreign languages, other cultures and the recognition of these cultures. Lastly, employees were asked about their perception of various cultural features about hotel guests. The survey results show that respondents are open enough when it comes to the adaptation of diversity, which makes a quality basis for further improvement of the service in the hotel. The recommendation is to educate employees in order to expand their knowledge about other cultures and for them to be more competent in their work which would result in guests’ satisfaction.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:146:629392
Study programmeTitle: Tourism; specializations in: Tourism Management, Hotel Management
Course: Tourism Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
Created on2019-07-18 11:18:19