Setting the standard: Enhancing guest satisfaction through food and beverage offerings in the hospitality industry

This study investigates the value of industry standards in the hospitality sector for improving client satisfaction with food and beverage services. The aim of the study is to examine the effects of standardization on customer satisfaction and overall service quality in hotel restaurants. A total of 440 participants staying in 4* and 5* hotels in Serbia responded to an online survey distributed by the HORES association in March 2021; the research lasted until April 2022. To evaluate the impact of hotel standards on portion size and presentation quality, linear regression analysis was among the methods used. The data collected were analyzed using SPSS 26 software. According to the findings, standards had a significant impact on dish presentation but not on portion size, which in turn influenced guest satisfaction. The study concludes that there is no industry-wide standard for managing guest satisfaction in gastronomy. It also highlights that maintaining high levels of guest satisfaction requires continuous improvement in gastronomic quality. These findings have important implications for the hospitality sector in terms of meeting the diverse needs and expectations of guests.