The impact of the COVID-19 pandemic on the quality management in historic hotel facilities in Poland

ABSTRACT

The issue of quality is a key element related to the market economy. Ensuring an appropriate level of quality of goods and services, as well as its sustainable maintenance, is the area of interest of the sciences related to quality management. The global COVID-19 pandemic sparked a widespread economic crisis that hit the services sector particularly hard, especially in hospitality. Said pandemic was also not indifferent to the quality management in this sector. The aim of this publication is to present the impact of the global COVID-19 pandemic on the quality of management of historic hotel facilities in Poland. In the theoretical part, the authors showed the specificity of the historical hotel industry in Poland and discussed the concepts of quality management. In order to achieve the assumed goals of the work, the authors conducted research in the form of a personal interview on a randomly selected group of owners and managers of hotel facilities throughout Poland. The research sample consisted of 61 hotels. The empirical part of the publication presents the results of the research. The research hypothesis is based on the assumption that the pandemic resulted in the implementation of new procedures and standards in hotel service, an increase in the operating costs of facilities and an increase in prices. The publication was written using compact materials, scientific publications, as well as statistical and netographic data and data obtained through a personal interview.