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2008, vol. 8, iss. 6, pp. 13-18
Knowledge and people skills as the components of human resources quality in tourism and hotel industry
Visoka hotelijerska škola strukovnih studija, Beograd
Human resources are an important component of product and service quality especially in the field of service industries. In that context, the tourism and especially the hotel industry occupies a very special place, as their services are both diverse and specific in the sense that they are spatially and functionally linked in an integral complex. Numerous basic and complement services are realized in hotels and similar establishments to satisfy different tourist needs. The hotel product quality is made up of the quality of these individual services. Professional and qualified staff is a precondition for the realization of the above mentioned services. The diversity of services demands different professional profiles. The hotel product quality is directly conditioned by specialized personal knowledge and skills. The needs of tourists and hotel guests change as a consequence of dynamic changes of life style in the 21st century. It means that the service quality must be adapted to these changes. In other words, the knowledge and skills ought to be understood as dynamic categories which are liable to constant control and innovations.
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article language: Serbian
document type: Review Paper
published in SCIndeks: 16/03/2009

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