Improving Service Quality and Competitiveness in the Hospitality Sector – by the Example of Baltic Beach Hotel & SPA

Abstract
Competition is a strong incentive to improve hotel performance. This circumstance necessitates making adequate changes to the hotel management system and methods, regardless of their size and class of services provided. One of the main directions of the formation of strategic competitive advantages in the hotel business is the provision of higher quality services compared to competitors.
The purpose of the study is to develop a set of practical recommendations for improving the Baltic Beach Hotel & SPA services quality that contribute to increasing the competitiveness and efficiency of the hotel. Primary data was collected using a questionnaire and interviews, which allowed identifying the main problems of the hotel: ineffective value for money, poor quality spa, and services for children.
According to the results of the interviews, the main tendencies in hotel services development, which is as follows: the hotel has the opportunity to build the image of a family hotel for...

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