This published work has been hailed by expert reviewers as the first scholarly book ever published in the field of hospitality in Croatia.
The material, presented across four chapters and 24 sub-chapters, will assist experienced hospitality professionals in enhancing their operations, while helping those with less experience establish an optimal business concept.
The first chapter outlines the specific characteristics of the hospitality industry and explores the links between hospitality as a component of a destination’s tourism offering and the integration of quality standards into formal operational procedures. The second chapter focuses on personnel management within the industry. Drawing on personal experience and current literature, the author presents hiring criteria alongside a fundamental job classification system and defined quality standards. This chapter also addresses employee motivation, offering practical guidelines for its successful implementation. Through numerous examples drawn from the author’s extensive international experience, the owner of a small establishment with just a few employees will find ideas for business improvement. The chapter concludes by presenting “House Rules” and a staff code of conduct, serving as templates that any hospitality professional can adapt to their specific needs and the vision of their establishment.
In the third chapter—marking a first for a scholarly book on hospitality—15 sub-chapters provide a detailed analysis of the factors that distinguish successful hospitality professionals from those who fail. The text addresses the issue of the “comfort zone” for employees and venue owners—a factor that often marks the first step in transforming a successful establishment into a mediocre, undistinguished one. It outlines the dilemmas surrounding ethical standards in the hospitality industry. Since a lack of integration between business operations is a critical weakness in entrepreneurship, the author devotes a subsection to the challenges of vertical and horizontal communication within hospitality operations. The author emphasizes the importance of managerial authority, as well as staff discipline and self-control. Furthermore, the text contrasts the benefits and potential of multitasking with the improvisation that remains commonplace in the industry. It explains the consequences of intrusive service and offers guidance on how to avoid creating a negative impression on guests. Practical examples illustrate methods for intensifying service delivery and fostering the perception that “the guest is always right.” This core chapter concludes with subsections presenting the role of marketing information systems in hospitality, alongside approaches to designing and implementing new operational practices. The final section of the third chapter describes how to tailor operations to specific guest segments and how to rectify identified operational shortcomings. The chapter wraps up with a discussion on proactive staff management and the role of IT applications in hospitality operations. Finally, the importance of combining analytical records with creativity to maintain a high level of competitiveness for the hospitality establishment is highlighted.
The concluding chapter further emphasizes the key scientific and practical insights that significantly contribute to the establishment’s business success, the maintenance of its competitiveness, and the cultivation of a loyal customer base.
Scientific Recognition & Publication
The work was evidently initiated by the rich experience of the author, which gives him competence for the subject he writes about. A relevant scientific contribution is evident, given that this subject is rarely written about even at the global level, and this subject is represented in the curricula and programs of lifelong education related to hospitality and tourism business.
Anđela Jakšić Stojanović, associate professor Ph.D. in the field of Marketing-management in tourism,
Given that investments in the hospitality industry are growing and there are more and more new entrepreneurial ventures, works that deal with this matter are necessary and desirable. Especially for the reason that they are very rare even in the global context.
University of Nova Gorica, Podgorica Montenegro
The book is grounded in valuable practical experience. The author’s innovative, practice-based insights are illustrated through a multitude of practical examples. This is the first work published in Croatia to address this subject matter in accordance with academic standards while offering practical applicability for hospitality professionals.
Lidija Bagarić, Associate Professor, PhD, Faculty of Tourism and Hospitality Management, Opatija
On a global scale, the topics covered are only sporadically addressed in academic literature, as research in this field is scarce. The work offers practical value, as it will assist owners and managers of hospitality establishments in improving their business operations.
The validity of the suggestions and guidelines presented is substantiated by facts relevant to the post-COVID hospitality landscape.
This is the first scholarly book by Croatian authors to address this subject matter. The work represents a significant scientific contribution to the field of quality management in hospitality operations. It will stimulate further research in this area and serve as supplementary reading for various courses in tourism and hospitality studies, addressing the current lack of such literature. The book will be a valuable resource for education, entrepreneurs, and hospitality industry employees alike. Given the post-COVID-19 recovery of the hospitality sector—which entails significant changes—and the importance of hospitality in tourism-oriented countries, the work also holds broader social significance at this time.
Ivan Peronja, Associate Professor, PhD, Faculty of Maritime Studies, University of Split
