Zarządzanie małym i średnim przedsiębiorstwem hotelarsko-turystycznym

The paper is based on the idea that in the contemporary market economy, the market itself is the main regulator of quality. Nevertheless, there are two most important factors – price and service level. The decision of the guest as to the choice of a specific object will depend on these factors. Also, research states, that a very important factor is competition, which constantly forces you to raise the standard. The research clearly shows that a good reputation has become more and more essential. In the context of the hospitality, it could be built on ensuring guest safety, comfort, maintaining a high level of service, good atmosphere and high qualifications of the crew. The author underlines that one of the guiding principles of the tourist and hotel management should be the care for the well-being of the guest. The research highlights five determinants of the quality of services – reliability, speed of service, reliability, and professionalism of service, individual approach to the customer and the specification of the service, determine the overall opinion of guests about the object. Moreover, the paper states that all these elements should be met so that the guest would like to re-use the offer of the enterprise. The research focused on Poland and underlined that small and medium companies have a chance of entering the market because they are just filling the gap in the tourism and hotel industry in the country. Objects of this type are relatively new on the market. The research declares that those who decide to set up and run facilities will succeed.