Standardization and Certification of Service in the Bulgarian Hotel Industry
Standardization and Certification of Service in the Bulgarian Hotel Industry

Summary/Abstract: The tourism market in recent decades has been characterised by an increasing number and diversity of accommodations. This global trend also applies to Bulgaria, where the tourism industry is well developed. Trends in tourism demand and the increased criteria of tourists require an increasingly diverse and quality hotel offering, as well as consideration of opportunities to create sustainable service standards oriented towards positive results and creating more loyal customers. This paper presents an analysis of the strengths, weaknesses, opportunities, and threats facing service in hotels. Its main objective is to explore the attitudes of entrepreneurs in the industry as well as the level of awareness of the need to apply new knowledge and skills to hotel service standardization and certification.

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