Management of the quality of services of hotel and restaurant business establishments and the peculiarities of their functioning in wartime

• Published in: Problems of Theory and Methodology of Accounting, Control and Analysis no. 3(59); pp. 37 - 43
• Main Author: Tarasiuk, H.M.
• Format: Journal Article
• Language: English
• Published: 24.12.2024
• ISSN: 1994-1749
• DOI: 10.26642/pbo-2024-3(59)-37-43

In the hotel industry, quality management is crucial for ensuring a high level of service and maximum guest satisfaction. Service quality is a decisive factor in the success of a hotel. The results of the study found that compliance with hotel standards provides numerous benefits that significantly increase the efficiency of the hotel, reputation and guest satisfaction. At the same time, promoting the creation of a hotel culture of quality, in which each employee understands and feels responsible for the quality of service and compliance with the requirements of the quality management system, will allow optimizing and improving the conditions for providing services. The article analyzes the existing quality standards used in the hotel and restaurant business. It is proven that in order to transfer a company to the process of adaptation and continuous improvement, it is necessary to take into account the following principles: customer orientation; leadership; staff involvement; process approach; improvement; objective decision-making; management of relations with stakeholders, etc. The current state of development of the hotel business, analysis of challenges and risks, features of service quality management and catering in wartime conditions have been analyzed. Recommendations have been developed regarding adaptive management and the importance of adhering to the following basic rules and approaches in the hotel business: flexibility and adaptation, readiness to implement changes and learn to make decisions «today for today»; the importance of staff training and advanced training, because the quality of services should remain the number one priority; employee salaries should be competitive, and the work should include a social package; automation of business processes; introduction of professional software, access control systems, vending machines, automated points of sale; support for the target audience; experiments with services; development of collaborations, interaction with partners. It has been proven that security measures, environmental sustainability and implementation of a sustainable development policy are of paramount importance in modern conditions.