-
1.
The
need
fo
r a
new
q
uality
app
roach
in
to
urism
The
q
uality
o
f
to
urist
services
o
ffered
b
y
each
supp
lier
is
the
result
o
f
jo
i
n
in
g
two
co
mpo
nents:
q
uantity,
wh
ich
is
rather
o
f
material
nature
as
it
is
rep
resented
b
y eq
uip
ment
and
facilit
ies,
such
as
foo
d,
scenery,
wo
rk
in
g
me-
tho
ds;
and
q
uality,
which
is
main
ly
behavio
uristic
The
material
co
mpo
nent
is
influencing
the
q
uality
o
f
the
to
urist
se
rvices
thro
ugh
the
demand
fo
r
co
mfo
rt,
fu
nc
tio
nality,
aesthetic
s,
as
well
as
ergo
no
mics
q
ualit
ies
o
f
the
eq
uip
ment
pro
vided
b
y
certain
un
its.
O
ne
o
f
the
mo
st
imp
ortant
fa
c-
to
rs
influencing
these
demands
is
the
level
o
f
techn
icality,
which
d
etermines
the
level
o
f
co
mfo
rt
and
se
rvice
q
uality.
The
higher
the
technicality,
the
b
etter
the
service,
as
they
o
ffer
heating
and
p
ho
nic
iso
latio
< br>n,
d
ifferent
roo
m
facilit
ies,
such
as
reliab
le
installatio
ns,
which
lead
bo
th to
lo
wer
maintenance expenses and
fewer
co
mp
laints.
The
imp
lementatio
n
o
f
the
electro
n
ic
database
has
po
sitive
effects
o
n
the
q
uality o
f
service,
as
a
result
o
f
eliminatin
g
b
ureaucracy,
which
facilitates
the
correct
management
o
f
the
client
acco
unt
and
the
fast
b
illin
g.
Thus,
it
is
also
ea
s-
ier
to
op
timise
the
system
o
f
d
ata
transfer
that
allo
ws
the
calculatio
n
o
f
the
sp
ecific
i
n-
dexes.
This
increases
the
q
uality
o
f
service
and
gives
staff
mo
re
time
for
the
relatio
n
with
the
custo
mer.
Even
if
the
init
ial
investment
is
higher,
the
benefits
are
visib
le
o
n
a
lo
ng
term.
Another
imp
o
rtant
element
o
f
q
uality
is
rep
resented
b
y
sizing
and
organis
ing
d
ifferent
spaces
that
must
inc
lud
e
aspects
co
ncernin
g
the
o
ffer
flex
ib
ility,
in
o
rd
er
to
b
e
ab
le
to
pro
vid
e
co
mp
lementary
services
such
as
the
organisatio
n
o
f
co
ngresses
and
co
nferences,
as
well
as
o
ther
events.
The
b
usiness
card
o
f
a
unit
is
represented
b
y
the
i
n-
terio
r
d
ecoratio
ns,
“the
atmosp
here”
created
b
y
deco
ratio
n,
the
co
lo
urs,
the
intensity
and
co
lo
ur
o
f
lig
hts,
the
thermal
co
mfo
rt
(air
temp
erature
and
humid
ity),
air
freshness
and
ind
oo
r
so
und
system,
elements
that
co
mp
lete the
p
rod
uct
[4
].
Ho
wever,
the
mo
st
impo
rtant
q
uality
co
mpo
nent
is
the
staff
behavio
ur
with
in
the
ho
tel,
which
is
usually
neglected,
as
the
co
mpany
is
mo
stly
co
ncerned
with
e
mp
lo
ying
the
necessary
q
ualified
numb
er
o
f
emp
lo
yees
to
k
no
w
and
app
ly
standard
s
and
wo
rk
i
n
g
pro
ced
ures.
The
effects
o
f
p
ro
fessio
nal
behavio
ur
are
d
irectly
co
nnected
to
the
q
uality o
f
service
and
ho
w
it
is
p
erceived
b
y
the
client.
Unlik
e
the
material
co
mpo
nents
we
have
d
iscussed
befo
re,
the
effects
o
f
the
p
ro
fessio
nal
behavio
ur
are
unp
red
ictab
le
and
almo
st
irreversib
le.
They are
d
irectly
related
to
the
numb
er,
the
structure
and
the
level o
f
train
ing
and
mo
tivatio
n
o
f
the
staff.
That
is
why
staff
recruit
ment
must
tak
e
into
acco
unt
that
b
esid
e
pr
o-
fessio
nal
train
in
g
and
general
back
gro
und
k
no
wled
ge,
emp
lo
ye
rs
must
seek
to
ide
n-
tify
p
erso
nal
b
ehavio
ur
and
attitud
e
q
ualit
ies
in
the
future
emp
lo
yee,
such
as:
charisma,
vo
catio
n
fo
r
to
urism,
availab
ility
and
learnin
g
ab
ilities,
so
ciab
ility,
emp
athy
and
o
ther
el
e-
ments
which
will
reflect
the q
uality o
f
services and
the
level
o
f
satisfactio
n o
f
the
clients [7].
Therefo
re,
a
client
o
riented
p
ro
fessio
nal
behavio
ur
may
co
ntrib
ute
to
a
better
assessment o
f
the
q
uality
o
f
service
rather
than
expo
sing
material
luxury
and
in
so
me
cases,
an
adeq
uate
pro
fessio
nal
behavio
ur
may
co
mpensate
for
certain
material
deficie
n-
cies.
In
th
is
co
ntext
the
present
classificatio
n
based
o
n
stars
is
no
lo
nger
re
spo
nd
ing
to
the
demands
o
f
the
client,
who
se
expectatio
ns
with
respect
to
the
q
ua
lity
o
f
services
are
precise.
The
methodo
lo
g
ical
no
rms
regard
ing
the
classificatio
n
o
f
the
acco
m-
mod
atio
n
un
its
co
nsists
o
f
an
ad
min
istrative
system
o
f
classificatio
n,
that
takes
into
co
nsideratio
n
o
nly
the
architectural
features
o
f
the
b
u
ild
ing,
the
level
o
f
facilities,
eq
uip
ment
and
inventory
o
b
jects
as
well
as
the
minimu
m
serv
ices
that
must
be
o
ffered
b
y
an
acco
mm
o-
datio
n
un
it
accord
ing
to
its
classificatio
n,
[9
]
witho
ut
emp
hasising
the
mo
st
i
m-
portant
q
uality
element
lik
e
the
staff
attitud
e
fo
r
examp
le.
This
ad
min
istrative
system o
f
classificatio
n
used
b
y all co
untries, was
fo
und
inco
nvenient
to
the
new
req
uirements.
In
this
respect,
so
me
co
untries
started
reco
n-
sidering
and chang
ing
the
classificatio
n
stand
ards
stressing
o
n
the
q
ualit
y
o
f
services
esp
e-
cially
o
n
the
ho
tel staff
and
its b
ehav
io
ur.
This
ap
p
roach
is
necessary
d
ue
to
the
p
resent
eco
no
mic
crisis
that
led
to
an
ob
vio
us
decrease
in
the
nu
mb
er
o
f
to
urists,
who
shal
l
main
ly
turn
to
supp
liers
who
p
ro
vid
e
the
best
q
uality-
price
warranted
b
alance.
In
the
case
o
f
Ro
mania,
which
has
a
d
iverse
to
urist
p
< br>o
tential,
with
authentic
co
mpo
nents,
the
change
fro
m
facility
standard
s
to
service
q
uality
stand
ards
wo
uld
b
e
an
element
o
f
d
ifferentiatio
n
and
it
wo
u
ld
increase
the
co
mpetitio
n
o
f
the
Ro
man
ian
to
urist
p
rod
uct.
This
has
also
been
demo
nstrated
b
y
internatio
nal
research
stud
ies
that
co
nsider
Ro
man
ia
an
interesting
to
urist
destinatio
n.
2.
Q
uality
stand
ards
and
systems
in
the
ho
sp
itality
ind
ustry
Bo
th
in
Ro
mania and
in o
ther
co
untries
with
to
urist
trad
it
io
n
the
serv
ice
q
uality
assurance
is
acco
mp
lished
< br>
in
two
ways:
acco
rd
in
g
to
the
d
ifferent
types
o
f
sta
n-
dards and
accord
ing
to
the
q
uality
management
systems.
Moreo
ver,
stand
ards
inc
lud
e:
norms
shaped
b
y
o
fficial
organ
isatio
ns
o
f
d
ifferent
co
untries
such
as
the
stand
ards
o
f
catego
ry
classificatio
n
(stars),
occupatio
nal
and
o
ther
standard
s
inc
lud
in
g
facility,
pro
ced
ure,
management,
which
are
mo
stly
created
b
y
ho
tel
chains,
especially
tho
se
fro
m
1991
,
since
the
first
p
roced
ure
o
f
to
urist
star
classificatio
n
settled
b
y
The
Ministry
o
f
To
urism
and
later
o
n
fo
l
lo
wed-
up
b
y
several o
ther
variants.
The
o
ccupatio
nal
standard
is
the
d
ocument
that
states
the
co
mp
etit
ive
units
and
their
level
o
f
q
uality
accord
ing
to
their
activ
ity
o
utco
me
fo
r
o
ne
occupatio
n.
This
o
ne
includ
es
the
fie
ld
s
o
f
co
mpetence
and
corresp
o
nd
ing
un
it
ies
o
f
co
m
pet
ence.
The
co
mpetence
field
s are
d
ivid
ed
into
three
catego
ries:
fu
ndamental,
general
and
specific
co
m-
petences.
Each
un
it
o
f
co
mpetence
co
rrespo
< br>nd
ing
to
an
o
ccupatio
n
include:
co
mpetence
elements,
acco
mp
lish
m
ent criteria,
variab
le
range
and
assessment
guid
e.
F
und
amental
co
mpetence
includ
es:
efficient
co
mm
u-
nicatio
n
at
wo
rk
and
team
wo
rk.
General
co
mp
etences
p
resup
pose:
the
NP
M
and
NP
SI
a
p-
p
licatio
n,
the
job
organisatio
n,
pro
mo
tin
g
the
ho
tel
image.
The
specific
co
mpetences
are
d
ifferentiated
acco
rd
ing
to
occupatio
nal
catego
ries
wh
ich
inc
lud
e
techno
lo
gical
op
eratio
ns
which
are specific
functio
n.
Desp
ite
their
co
mp
lexity
they
do
no
t
guarantee
the
q
uality
o
f
the
rendered
service
as
the
general
co
mpetences
assurance
is
not
eno
ugh
to
satisfy
the
clients.
This particular
client
satisfactio
n
is
d
etermined
b
y
o
ther
in
ner
ind
iv
id
ual
elements,
such
as:
client
need
s
awareness,
active
understand
ing,
and
service
pro
vider
resp
o
nsib
ility.
Fro
m
the
beginn
in
g,
the
method
o
lo
gical
no
rms
o
f
star classificatio
n
o
f
the
to
urist
welco
ming
structures
are
limited
to
q
uantitative
a
s-
pects
o
f
the
ho
tel
se
rvices
q
uality,
witho
ut
po
int
in
g
to
sub
tle
q
uality
elements
o
f the to
urist
service,
which
rep
resent essential
attrib
utes
o
f the
ho
tel
prod
uct.
The
internal
standard
s were
created
b
y
ho
tel chains
in
o
rd
er
to
ensure a
similar
system
o
f
facilities,
to
have
services
and
staff
w
ith
a
view
to
pro
mo
tin
g
and
maintain
in
g
a
b
rand
image.
These
standard
s
are
d
ifferent
fro
m
o
ne
ho
tel
chain
to
ano
ther,
even
if
they
have
similar
elements.
In
the
case
o
f
independent
ho
tels,
o
nly
so
me
o
f
them
have alread
y
created
their
o
wn
standard
s.
Tak
ing
into
co
nsid
eratio
n
that
the ratio o
f
the
ho
tels
which
have
created
their
o
wn
standard
s
is
lo
w,
the
p
resent
o
nes
have
an
increased
level
o
f
hetero
geneity,
and
so
me
limits
with
regards
to
q
uality
assurance
which
mak
es
this
me-
tho
d
o
f
q
uality
< br>i
mp
lementatio
n
and
assessment
insufficient.
Regard
in
g
the
q
uality
management
systems
in
to
urism,
the
best
a
p-
pro
ach
is the
use o
f
an
integrated
q
uality
management
system
which
includ
es:
the
q
uality
ma
nagement
system
based
o
n
S
R
EN
ISO
90
01
:20
01
,
the
enviro
nment
ma
n-
agement
system based
o
n
S
R
EN
ISO
14
<
/p>
001
:1
997
,
the
foo
d
security
management
system
acco
rd
in
g
to
the
HACC
P
princip
les,
based
o
n
the
ISO
22
000
stand
ard
and
the
health
and
labo
ur
security
management
system b
ased
o
n
O
HS
AS
18
002
fro
m
19
99.
The
q
uality
management
is
d
efined
accord
ing
to
ISO
900
0
as
the
to
tal
amo
unt
o
f
activ
it
ies
o
f
the
general
management
functio
n
wh
ich
determine
the
po
licy
in
the
fie
ld
o
f
q
uality,
in
ord
er
to
imp
lement
the
ob
jectives
and
r
espo
nsib
ilit
ies
in
the
q
uality
system
b
y
specific
means,
such
as:
q
uality
p
lann
in
g,
q
uality
co
nt
ro
l,
q
uality
assurance
and
q
ua
lity
imp
ro
vement
[8
].
The
main
o
b
jective
o
f
q
uality
management
is
to
efficiently
acco
mp
lish
at a
max
imu
m
level
the
p
rod
ucts
which
entirely
satisfy
the
client’s
req
uirements
and
which
are co
nsistent with
the
society
req
uirements
and
the
app
lied
stand
ards
and
sp
ec
i-
ficatio
ns,
which
co
nsider
all
asp
ects
regard
in
g
co
nsu
mer
and
enviro
n
ment
p
ro
tectio
n
and
which
are
o
ffered
to
the client
at
the
estab
lished
p
rice and
term.
The
introd
uctio
n
o
f
a
q
uality
system
brin
gs
benefits
to
all
the
p
arts
i
n-
vo
lved
: the
designated
co
untry,
the
d
irect
to
urist
services
supp
liers,
the
co
nsumers
and
the
med
iato
rs.
This
imp
lies
a
co
nstant
level
o
f
q
uality.
That
is
why
the
imp
lementatio
n
o
f
q
ualit
y
is
acco
mp
lished
b
y
a
sum
o
f
req
uirements
called
stand
ards
which
are
gro
up
ed
in
typ
es
,
accord
ing
to
their
field.
To
get
q
uality
d
oes
no
t
o
nly
mean
in
it
iating
standard
s
and
bein
g
co
n-
sistent with
them,
b
ut
also
q
uality performance to meet clients’
req
uirements and
exp
ectatio
ns,
as
well
as
q
uality
management.
In
th
is
co
ntext,
the
syste
mic
management
o
f
the
ho
tel
service
q
uality
and
the
tak
ing
up
o
f
so
me
measures are
a
maximu
m
prio
rity
at
this stage.
Thus,
ensuring
p
rod
ucts
and
ho
tel
service
co
mp
e
-
titio
n
must
be
b
ased
o
n
q
uality
management,
as
it
is
a
way
to
ens
ure
the
co
mpany’s
cred
ib
ilit
y
o
n
the
mark
et.
Even
if
the
q
uality
management
system
has
been
enfo
rced
since
1
995
,
the ratio
o
f
ho
tel
service supp
liers
who
are certified is lo
w, as
many o
f them are no
t aware
o
f
the
impo
rtance
and
imp
licatio
ns
o
f
the
certificate o
f
q
uality.
Even
in
the
case
o
f
certified
organisatio
ns
so
me
o
f
the
sub
tle
asp
ects
o
f
q
uality
guarantee
have
not been
identified
and
included
in
the
sp
ecific
docu
ment
atio
n.
Thanks
to
the
general
nature
o
f
the
ISO
standard
s
and
to
th
e
lack
o
f
exp
erience
in
the
case
o
f
internal
o
r
external
aud
ito
rs
with
in
the
certify
ing
o
r-
ganisms,
the
sub
tle
elements
o
f
q
uality
guarantee
have
no
t
b
een
id
entified.
This
certificate
is
insuff
i-
cient
to
ensure the
level
o
f
q
uality
that
is
req
uired
b
y
the
new
d
emand
s
in
the
eco
no
mic
< br>env
i-
ro
nment.
Tho
ugh,
the
financial
element,
the
high
co
sts
o
f
autho
risatio
n
and
TQ
M
are
asp
ects
that determine b
ig
hotel
and
fo
od
un
its
to
p
ostp
o
ne
certificatio
n,
co
nsidering
that
they
were
no
t
a
b
so
lut
ely
co
mp
u
lso
ry.
Desp
ite
its
ad
vantages
o
ffered
b
y
the
stand
ards
and
the
q
uality
management
system,
th
is
instrument
o
f
ensurin
g
the
q
uality
o
f
service
with
in
the
welco
ming
i
n-
d
ustry
is
limited
as
it
does
no
t
allo
w
the
natio
nal
level
o
f
guaranteed
q
u
ality.
Even
the
ho
tel
fie
ld
organisatio
ns,
which
have
their
o
wn
system
o
f
stand
ards
and
are
certified
in
an
int
e
grated
system
o
f
q
uality
management,
have
not
reached
the
intang
ib
le
co
mpo
nents
o
f
ensuring
q
uality
o
f
atmo
sp
here
and
staff
b
ehavio
ur,
b
ut
the
entertain
ment
service
develo
p
ment
has
b
een
forgo
tten,
tho
ugh
they
best
und
erline
the
relatio
nship
between
the
sup
p
lier
and
the
custo
mer.
Regu
latio
n
63
6
/20
03
fo
cussed
o
n
the
init
iatio
n
o
f
t
he
mark
Q,
with
r
e-
gard
to
the
N
atio
nal
Pro
gram
to
increase
ho
tel
service
q
uality,
with
a
co
nseq
uence
o
f
<
/p>
fo
und
in
g
the
To
urist
Service
Q
uality
and
Hosp
itality
Ind
ustry
centre,
in