• the direct relational quality (personnel - employee), which includes the quality of reception, that influences the client’s future attitude; • the indirect relational quality (client – client), which is the satisfaction obtained by a client in relation to other clients. The non-quality of the tourist services is given by the bad results of the polls, which might be: • the existence of some communication barriers among the departments of the hotel; • bad application of the hotel marketing and management techniques; • inadequate personnel training, and the employees’ lack of training; • lack of self-control from the part of the employees; • no polls, or other evaluation forms for the clients; • lack of cleanliness inside and outside the hotel; • inadequate activity of collecting and storing the household waste; • inadequate or old equipment in the sanitary facilities or in other places; • lack of knowledge concerning the norms of guidance for the hotel activity, etc. The quality improvement as a principle of quality management requires the decrease of the non-quality to the “zero defects goal