دور راس المال البشري في ترقيةالخدمات الفندقية -دراسة حالة فندق بني تالة- سيدي بلعباس

Abstract

Hotels activity consists of different characteristics from the rest of economic activities, which have an impact on the administrative and accounting systems which keep the track of the success of the hotel to achieve the desired goals, and the most important factors that contribute to quality services and also achieve a competitive advantage is human capital. The client always prefer a hotel to another on the basis of the extent of satisfaction with the service provided to him in the hotel of choice, so the administration is interested to check when choosing its users, and follow-up evaluation of their performance on an ongoing basis, so as to highlight the active ingredients, which is investigating the upgrade and should be kept, and negative elements or produced, which must be dispensed with them