Quality costs in historic hospitality during the Covid-19 pandemic. Case studies of Jelenia Góra and Banska Bystrzyca

Abstract

This publication aims to present the impact of the global Covid-19 pandemic on the quality of management of historic hotel facilities in Poland and Slovakia. A comparative analysis of historical hotels in Jelenia Góra and Banska Bystrzyca was made for publication purposes. The choice made was due to many similarities, including, in particular, the comparable size of both cities, as well as their potential for historical sites. In the theoretical part, the authors showed the specificity of the historical hotel industry in the world and discussed the concept of quality management. To achieve the assumed goals of the work, the authors conducted research in the form of a personal interview with a deliberately selected group of owners and managers of hotel facilities in Jelenia Góra and Banska Bystrzyca. The research sample consisted of about 20 hotels, 10 from each town. The empirical part of the publication presents the results of the conducted research. The research questions concerned the impact of the pandemic on the quality of hotel services and the importance of quality costs in the operation of hotels. The publication was written using compact materials, scientific publications, as well as statistical data and data obtained through a personal interview.