Assessment of the quality of services of the international hotel chain AZIMUT (for example, business hotels)

• Суржиков Виктор Иванович

  V. I. Surzhikov.Vladivostok State University of Economics and Service. Vladivostok. Russia

• V. D. Kravchenko

  V. D. Kravchenko. Vladivostok State University of Economics and Service. Vladivostok. Russia

The article presents the author's methodology and the results of assessing the quality of services of the international hotel chain AZIMUT. Three hotels were selected for the study: AZIMUT Hotel Smolenskaya, AZIMUT Hotel Tulskaya and AZIMUT Hotel Vladivostok. The assessment
was carried out according to forty criteria combined into eight blocks: transport accessibility / location; room fund; catering services; range of additional services; conference rooms; parking; business center; excursion services. The obtained values of indicators for all
eight assessment blocks were ranked. For the assessment, a five-point scale was applied, as well as correction factors, depending on the importance of the block. According to the results of the assessment, the greatest number of points was scored by AZIMUT Hotel Smolenskaya,
the second place was taken by the AZIMUT Hotel Tulskaya and the third place by the AZIMUT Hotel Vladivostok. An analysis of the reviews of business tourists received from the "Booking" hotel booking system confirmed the results of the author's assessment. Thus, the authors
found that business hotels, even within the same hotel chain, provide services of different quality. Having received a high quality service in one hotel, customers can be disappointed in their expectations by visiting another hotel of the same chain. The methodology proposed by
the authors for assessing the quality of hotel chain services can be used by the management to control and make management decisions.

Keywords: hotel chain, business hotels, assessment, assessment criteria, quality of services.