Spokojenost klientely s poskytovanými službami ve vybraném hotelu

In this bachelor's thesis I concentrate on a survey of customer satisfaction with services that hotel provides. Every accommodation facility wants to be successful so it means it has to offer services on high level. It's important to do the surveys regularly. The research was done through questionnaires, which were made and distributed to customers of the Hotel Mövenpick. The thesis I divided to two parts, theoretical and practical. In the theoretical part I deal with tourism, hotel industry, marketing of services, market segmentation and customer satisfaction. In the practical part I describe the Hotel Mövenpick, it's history, , accommodation, services which the hotel provides.On the basis of acquired informations from the questionnaires survey I suggest recommendations which would lead to the removal weaknesses.