The Service in the Bulgarian Hotel Industry in the Conditions of the Changing Socio-Economic Environment
The Service in the Bulgarian Hotel Industry in the Conditions of the Changing Socio-Economic Environment

Summary/Abstract: The main goal of the study is to highlight and analyze some of the socio-economic factors that directly affect the hotel service, as well as the extent to which they require a change in the planning and "delivery" of hotel services in Bulgaria. We are in the period of transforming and dynamic economic environment, caused by the Covid-19 pandemic worldwide and as a result the process of service industry is changing. The article presents opportunities for improvement of quality guest experience in the hotels by monitoring good practices in the implementation of standardization and certification in the service as a successful approach to gaining customer trust. Conducted interviews with hotel managers provide a starting point of predicting the future development of care for guests, realizing that many of them have already changed their standard of living.

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