Стандартите за обслужване като елемент за корпоративните стратегии в хотелиерството
Service standards as elements of corporate strategies in hospitality

Author(s): Velichka Popova, Mariya Stankova
Subject(s): Economy, Tourism
Published by: Международно висше бизнес училище
Keywords: standardization; tourism; hospitality; audit; service
Summary/Abstract: Standardization in the field of tourism services primarily serves as a guarantee for the declared level of quality and safety during the consumption process. The introduction of standards in a tourism enterprise sets the principles of work for employees and simultaneously ensures that the interests of tourism service consumers are protected from unfair competition in the market. In this sense, the standard is viewed as an effective tool for regulating market relationships between producers, representatives of tourism services, and consumers. This study adopts this assertion as a starting premise and develops it in the context of corporate strategies. Its aim is to demonstrate the effects of using standards in hospitality through the example of leading global companies and to define areas for improvement tailored to Bulgarian conditions. Methodologically, the study analyzes specific cases, applies critical analysis to secondary sources, and incorporates interviews with hotel managers in Bulgaria to identify their attitudes toward service standards. The findings indicate that service standards have established themselves as a significant management tool. The evolution of corporate strategies in Bulgarian hospitality is characterized by a gradual increase in trust in standards and the search for opportunities to integrate them into the process assurance of provided tourism services.

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