2.4. The theoretical context of the concept of quality in the accommodation services (hotels) The aspect of the services quality provided in the hotels in Romania and their image is a surviving issue for them. In other words, it is an aspect of modern management, an issue of vision, values, objectives and strategies, of codes of good practices, standards, and models of excellence
The quality of services in the hotels • spatial quality – referring to the accessibility (the ways and the means of transportation, the time required for the transportation from the client’s place to the place where the hotel is located), clarity of the traffic signs (minimum efforts of orientation), parking facilities (the certitude of finding a parking lot) and the possibilities offered by the hotel neighborhood (additional real attractions). • the quality of the choice – refers to the diversity of the propositions concerning the variety of the rooms (location, view, decoration) and the variety of the services (food, entertainment, recreation). • the actual quality – refers to elements which can be easier to evaluate. a) The material parameter – there are 5 norms taken into account: norms of materials – the emphasis is on the choice of the types of equipment provided (accompanied by quality guarantees), norms of use – the equipment used must be replaced more often in order to be according with the requirements of the fashion, norms of maintenance – of the equipment by the client and by the hotel owner, norms of cleanliness – both for the accommodation, and for the restaurants, or the area around the hotel, norms of security – especially in the case of fire prevention.