ОСОБЛИВОСТІ НАДАННЯ СЕРВІСНИХ ПОСЛУГ У ЗАКЛАДАХ РОЗМІЩЕННЯ

Abstract

The purpose of this work is to characterize the features of the provision of services in accommodation establishments. Method. The study used general scientific methods, including analysis, scientific synthesis, analytical method, methods of comparison and generalization. Peculiarities of providing services in accommodation establishments are considered. The most important features of services in accommodation establishments are determined. The article considers the features of hotel service. Thorough definitions of such concepts as service, hotel service, quality, key service technologies, customer technologies, hotel technologies are given. Various technologies of customer service at temporary accommodation facilities are described. It is noted that such scientists as Lyapina IY, Gorbacheva EG, Bondarenko GA, Sorokina OO, Volkov YF made a significant contribution to the study of services in the field of service. and other. However, it was found that some features of service provision require further research. It is noted that in the hotel business the word "service" means a system of activities that provide a high level of comfort and meet a variety of household, economic and cultural needs of guests, and every year these requests and requirements for services are growing. It is determined that the higher the culture and quality of service, the higher the image of the hotel, the more attractive it is to customers and, equally important today, the more successful the material prosperity of the hotel. Particular attention is paid to the rules of customer service at the hotel. The essence of corporate culture is revealed, and also the basic principles of system of corporate culture are considered. Factors that are key components of the process of implementing a customer-oriented approach are considered. Conclusions are made on the peculiarities of providing services in accommodation establishments. The scientific novelty is that it shows what constitutes the technological competence of hotel staff, and also shows that corporate culture determines the behavior of hotel employees towards customers, and therefore lists the principles of general management of service quality in the accommodation. Practical meaning. The results of this study are the basis for further study of the peculiarities of the provision of services in accommodation establishments. The key components of the process of implementation of the client approach in accommodation establishments are offered.