The Development of a Business Processes Model for the Quality Management System in the Hotels

Sergey Skobkin (), Andrey Kovaltchuk (), Yana Belavina () and Gleb Kalita ()
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Sergey Skobkin: Department of hotel and tourism business Plekhanov Russian University of Economics Moscow Russia, Postal: RU
Andrey Kovaltchuk: Department of hotel and tourism business Plekhanov Russian University of Economics Moscow Russia, Postal: RU
Yana Belavina: Plekhanov Russian University of Economics Moscow Russia, Postal: RU
Gleb Kalita: Department of hotel and tourism business Plekhanov Russian University of Economics Moscow Russia, Postal: RU

Journal of Advanced Research in Management, 2017, vol. 8, issue 4, 775-783

Abstract: The current study seeks to extend our understanding of service quality by assessing a model of QMS that includes technical quality and functional qualities as well as business processes which should be modernized through the its development The authors conducted a survey of representatives of the hotel business community located in Moscow 3 5 star hotels and its clients to assess the most significant business processes in terms of their impact on the quality of hotel services As the study showed representatives of the hotel business community support the division of business processes into four groups key business processes supporting business processes business management processes and business development processes each of which has its own distinctive features

Date: 2017
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