European Journal of Service Management

The ultimate goal of any hotel is to care about the quality of services. One of the key dimensions is to provide customers/guests with a sense of security. So far, the issue of security in the hotel industry has been the subject of few studies both in Poland and abroad which explains the reason why the problems have been talked over especially in the face of growing threats. The aim of the study is to present the selected security dimensions and threats experienced by hotel facilities and to present ways to improve processes of safety assurance in order to ensure the highest quality of hotel services. The conducted research based on the analysis of two aspects of security (crime and compliance with fire regulations) in hotel facilities allowed to identify major threats affecting a decrease in the level of guest/customer safety in Polish hotels and then to point out actions to be taken in order to reach an adequate and complient with the requirements level of hotel service quality. The research was conducted using critical analysis of the literature on the subject, legislation and internal documents of hotels nationwide and worldwide as well as methods of data analysis of the Police Headquarters and the Headquarters of the State Fire Services and in-depth interviews. The results of the conducted analyzes allowed to indicate different ways to improve safety in hotel facilities where system solutions and involvement of many entities for shaping a quality hotel product of the region are required.