20.500.12556/DKUM-80333 Posledice Covid-19 na delo in gostoljubnost hotelskega osebja v Termah Čatež, d. d. diplomsko delo visokošolskega strokovnega študija Consequences of Covid-19 on the work and hospitality of hotel staff in Terme Čatež, d. d. Ustavitev javnega življenja zaradi pandemije Covid-19 je močno prizadela celoten turistični sektor, še posebej sektor hotelirstva. V novo nastali situaciji je moralo osebje, ki dela v neposrednem stiku z gosti, prednostno poskrbeti za lastno varnost, za varnost gostov ter obenem ohranjati gostoljubnost do njih. Zaščitni ukrepi so postavili gostinsko osebje pred pomemben izziv: kako ob upoštevanju fizične razdalje, nošenju obraznih mask in drugih zaščitnih ukrepih izkazovati gostoljubja do gostov, ki predstavlja ključni dejavnik za zagotavljanje zadovoljstvo gostov. V empiričnem delu naloge smo raziskovali, kako so varnostni in zaščitni ukrepi v času pandemije Covid-19 spremenili delo in izražanje gostoljubnosti osebja do hotelskih gostov v izbranih hotelih Term Čatež, d. d. Rezultati raziskave so pokazali, da so varnostni in higienski ukrepi za preprečevanje širjenje okužbe otežili delo osebja, ki vstopa v neposreden stik z gosti in spremenili način izražanja gostoljubnosti do njih. Razkuževanje in zaščitna sredstva za zajezitev okužbe so povzročili določene neprijetne situacije, ki zahtevajo od hotelskega osebja kot tudi od gostov povečano potrpežljivost. Zaradi povečanih konfliktov in preobremenjenosti hotelskega osebja se je pritisk na gostoljubnost je v času pandemije znatno povečal, vendar se kljub neprijaznim delovnim pogojem osebje v hotelih Term Čatež, d. d. prizadeva ohranjati vrednoto gostoljubja in jo izražati hotelskim gostom. The cessation of public life due to the Covid-19 pandemic has severely affected the entire tourism sector, especially the hospitality sector. In the newly created situation, the staff working in direct contact with the guests had to take care of their own safety, the safety of the guests and at the same time maintain hospitality towards them. Protective measures have posed an important challenge to catering staff: how to show hospitality to guests, taking into account physical distance, wearing face masks and other protective measures, which is a key factor in ensuring guest satisfaction. In the empirical part of the thesis, we investigated how security and protective measures during the Covid-19 pandemic changed the work and expression of staff hospitality to hotel guests in selected hotels Terme Čatež, d. d. The results of the research showed that safety and hygiene measures to prevent the spread of infection made it difficult for staff who come into direct contact with guests and changed the way they express their hospitality to them. Disinfection and protective agents to contain the infection have led to certain unpleasant situations that require increased patience from hotel staff as well as guests. Due to the increased conflicts and overcrowding of hotel staff, the pressure on hospitality increased significantly during the pandemic, but despite the unfavorable working conditions, the staff in the hotels of Terme Čatež, d. d. strives to preserve the value of hospitality and express it to hotel guests. hotelirstvo hotelsko osebje gostoljubnost pandemija Covid-19 varnostni in higienski ukrepi hotels hotel staff hospitality Covid-19 pandemic safety and hygiene measures true true false [K. Budič] Slovenski jezik Angleški jezik Diplomsko delo/naloga 2021-09-07 20:23:30 2021-12-27 09:01:35 2022-08-09 22:47:55 0000-00-00 00:00:00 2021 0 Brežice 0 Brežice 42 str., III str. pril. 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 640.4:392.72:616-036.22(043.2) 90993155 VS_Budic_Kaja_2021.pdf VS_Budic_Kaja_2021.pdf 1 02677B4601D8EF599C3441A0BAD41B8F 50e4d28485929fe6d8409d868bd2c9ce560d79692e06b00fd0c50ce33b9ae90f a0501de1-1019-11ec-b934-00155d581298 20.500.12556/dkum/d38f6667-730e-49e6-b50a-6830b495e290 https://dk.um.si/Dokument.php?lang=slv&id=153310 Fakulteta za turizem 0 0 0