20.500.12556/DKUM-46851 POVEZAVA MED KOMUNICIRANJEM NATAKARJEV IN ZADOVOLJSTVOM GOSTOV V HOTELU ŽONTA CONNECTION BETWEEN COMMUNICATION OF WAITERS AND SATISFACTION OF GUESTS IN THE HOTEL ŽONTA V diplomskem delu smo raziskali povezavo med komuniciranjem natakarjev in zadovoljstvom gostov v hotelu Žonta v Šentjurju. Pred raziskavo smo proučili ustrezno literaturo in vire ter s pomočjo različnih avtorjev spoznali pojem in vrste komuniciranja, pomen povratne informacije ter motnje in ovire v komuniciranju. Podrobneje smo prikazali konflikt in način, kako ga čim uspešneje reševati. Opredelili smo tudi zadovoljstvo gostov ter poskusili poudariti njegov pomen in vir konkurenčne prednosti. Zastavili smo si tudi cilje in hipoteze, ki smo jih preverjali z raziskavo, ki smo jo izvedli s pomočjo anonimnega anketnega vprašalnika. Večina teoretičnih izhodišč se je potrdila tudi v rezultatih empirične raziskave. Natakarji hotela Žonta pri svojem delu z gosti uporabljajo besedno in nebesedno komuniciranje, formalno in neformalno komuniciranje ter interno in eksterno komuniciranje. Za goste so najpomembnejše vrednote prijaznost in ustrežljivost natakarjev, ustrezna komunikacija, skratka profesionalnost in gostoljubnost. Moti pa jih nepozorno poslušanje naročila in natakarjevo drugačno (napačno) razumevanje naročila gosta. In the present diploma thesis we examined the connection between the communication of waiters and the satisfaction of guests at Žonta Hotel in Šentjur. Prior to the research appropriate literature and sources were studied, thus providing an insight in the definition and types of communication, the importance of feedback as well as the disturbances and obstacles in communication. A conflict and the way to successfully resolve such conflict were presented. The satisfaction of guests was determined, as well as its importance and source of competitive advantage were emphasised. Objectives and hypotheses were set and further examined by a research that was implemented with an anonymous survey. Most theoretical starting points were confirmed in the empirical research results. The waiters at Žonta Hotel use verbal and non-verbal communication when waiting on guests, as well as formal and informal, internal and external communication. The most important values for guests are kindness and hospitality of waiters, appropriate communication, professionalism and hospitability. They are mostly disturbed by inattentive listening of orders and waiters’ different (wrong) understanding of orders. Ključne besede: komuniciranje zadovoljstvo gosti natakarji konflikt izboljšave. communication satisfaction guests waiters conflict improvements. true true false [T. Erjavec] Slovenski jezik Angleški jezik Diplomsko delo 2014-11-17 10:44:53 2015-07-02 12:55:00 2022-05-19 03:06:22 2021-05-02 03:15:40 2014 0 Celje 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 659.3 12012572 URN:SI:UM:DK:TT2YSI45 VS_Erjavec_Tina_2014.pdf VS_Erjavec_Tina_2014.pdf 1 EFDE45C87F5D2AC3FAEAC604A4BF6000 b09c1db0ffc77d8061f6579302ae7ad7ab65e90e65254886c814f1c4f3362d76 6d8e6102-7c0b-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=68875 Ekonomsko-poslovna fakulteta 0 0 0