Globalization processes are increasingly affecting segments of the tourism market, where the hotel industry is particularly prominent. The functioning of the tourist market in the conditions of globalization requires the construction of an international business infrastructure, which is represented by numerous international institutions and agreements. Properly formed international infrastructure provides a favourable climate for globalization, overall control and insight into the economic, financial and political aspects of business. The development of tourism and hotel management in Bosnia and Herzegovina is still in its infancy, but progress still exists. With this in mind, the authors presented the results of research and examination of the attitudes of managers on the importance of tourist satisfaction, implementation of various hotel services and performance indicators of hotel companies in BiH. The authors came to the conclusion that hoteliers in BiH have taken the path of quality, but, however, they do not do it systematically yet. It is notorious that Bosnian hoteliers have great prospects, but first and foremost they have to solve many problems and weaknesses, in order to improve all the performance of business excellence. By using self-assessment of the business excellence of one's own company based on its performance, one can come to very good indicators of the situation, as well as conclusions about the areas of business that need to be improved.