Abstract
The article deals with the issues of marketing analysis of service quality in chain hotels. The results of theoretical literature have shown that the quality of service can be assessed by such an indicator as the degree of guest satisfaction. At the same time, the quality of service in the hotel depends on the specifics and type of the hotel, the standards used and the professionalism of the staff. In order to assess the quality of hotel services, marketing research in the form of a survey was conducted. The main purpose of the research is to determine what factors influence the process of hotel service quality. The results of the marketing research showed that the average index of satisfaction with the activities of chain hotels is 64%, there are certain shortcomings related to the culture of guest service. In addition, hotel staff are not always ready and able to solve problems that arise in the process of customer service.When assessing the weak areas it was revealed that a significant part of hotel customers are not satisfied with the speed of service, note the inattention of staff and emphasise the late performance of functional duties. In order to improve the quality of service, as the results of the study showed, it is necessary to improve competences in delegation of authority, service culture and effective communication. Thus, to improve the quality of service in chain hotels it is advisable to increase the level of staff training and develop competences related to the service process.