摘要：The hotel service product is defined as a chain of mutually related services created to satisfy different needs and demands of the consumers who are primary and are connected with their temporary residence outside their home. The chain of these services is inside a certain place which is technically and technologically defined as well as defined in terms of its organization,process and staff. Services are provided in a definite time and their quality is influenced by numerous subjects such as majority of different suppliers,employees and hotel guests as end users of these services. In that context the quality of the hotel service is observed as the sum of the overall processes leading to a certain result. Each link in that chain of operation reflects the final outcome and the users’ attitude to the service and the level of quality. Quality assurance in hotels is related not only to the employees but also to the machines,technology of the production process etc. Therefore,control is necessary to assess the stability and ability of business processes. This paper presents research findings regarding the approach to quality control in the hotel industry in Macedonia and the ability of managers to build up a good quality system,as well as the directions they need to go to promote business processes,products / services. The research determined the "age",that is, the development of the hotel facilities on one of the pillars of the house of quality that refers to the quality control system.
关键词：quality control;internal standardization;TQM (Total Quality Management) system;quality of the hotel service.
