Improvement of business processes in the hotel industry in RN Macedonia

This paper presents the findings of the research regarding the managers' approach to the quality of business processes in the hotel industry in R.N. Macedonia. The paper also provides some of the findings regarding the ability of managers toward achieving excellence, as well as directions through which they should follow that path. The research determined "the age" in the management of business processes, i.e., the development of hotel facilities according to the pillars of the House of Quality (from a young and undeveloped system to a mature and developed system). The paper also provides solutions for the improvement of hotel quality systems through the application of the TQM (Total Quality Management) strategy, staff development, introduction of learning to improve the quality of services, as well as the improvement of processes.