Abstract:
Human resources (employees) are the ones who know best the
problems of each tourism unit; the satisfaction degree of the consumers of
tourism products depends on them. This work intends to analyze the
satisfaction degree of the consumers of tourism services, what are
employees’ reasons for dissatisfaction, the factors that generate lack of
motivation and employees’ recommendations for the management. The
investigation method relied on questionnaires, and the main subjects were
represented by travellers and also by employees of some tourism units from
the resort Băile Felix, Bihor County. The staff that performs services for
travellers, beside experience and professionalism, must be able to work, to be
in a very good health condition, in order to avoid sickening the travellers, to
provide a nice work background and ambiance, to be able to combine all
qualities in order to create a good background for their activities. The
questionnaires destined for the travellers who visited Băile Felix from Bihor
County included some questions related to travellers’ satisfaction degree on
the organization way of the human resources in the hotels they lived in,
another question referred to the relationships between travellers and
employees, afterwards the travellers were asked to select the satisfaction
degree with regards to the special endowments for children and for the
handicapped ones as well. The most important factor for the tourism unit
success, in order to increase travellers’ satisfaction degree, is represented by
the quality of the services performed
