Summary 

In parallel with the growth of tourist flows in Tbilisi and the economic development of the city, the number of hotels is growing. Due to the vicious practice of hotel star ratings in Georgia, the quality of local hotel services cannot provide a proper competitive advantage.

The article identifies the challenges associated with the quality of hotel business services and identifies gaps in the organization of the front office and hotel reception.

Along with the increase in tourism, demand for accommodation in Tbilisi is increasing, as evidenced by the increase number of hotels. The hotel market has a large share of small non-branded hotels (up to 20 rooms). Whereas in the absence of an internationally recognized voluntary rating system, for local hotels in Georgia, hotel owners subjectively “give” their hotels “stars”. Consequently, the importance of quality of service becomes more relevant in terms of creating competitive advantage and achieving a high level of revenue.

The article discusses non-brand, local hotels in Tbilisi. The importance of the hotel's front office role in customer relations is identified. It is analyed the peculiarities of hotel reception service management in Georgian reality. Based on the research conducted, the gaps in organizing the position of hotel receptionist and its negative impact on service quality were detected. 

Keywords:Quality of service, Hotel business, Front office, Hotel reception.