摘要：The Croatian hotel industry is exposed to a cruel global competition, and the survival on this demanding and dynamic market is possible only by following the trends that refer to the products and services quality improvement, on all levels, with efficient and effective execution of all business processes. A hotel, as a primary holder of tourist offer, first of all needs to have professional and satisfied personnel because of the extremely sensitive nature of hotel business regarding the quality (in every aspect) and the negative impact that the non professional and unsatisfied staff can leave on the overall guest satisfaction, effecting in this way the competitiveness and the hotel's business success. The aim of this study is to find out the interdependence of employee's and guest's satisfaction with the quality of products and services in certain hotel company. The primary research focuses on the connection between the satisfaction of employees and the quality of the services increasing in this way the guest's satisfaction. The research has been done on the example of the hotel Niko which makes part of the hotel complex Solaris. The results point out the main factors of dissatisfaction and the need of introducing the TQM in the hotel industry. The authors suggest certain measures for the products and services quality improvement in this hotel company which, among other factors, depend on satisfaction, motivation and training of its employees.
关键词：Key words: hotel management; employee satisfaction; guest satisfaction; total quality management
