УПРАВЛІННЯ ЯКІСТЮ ГОТЕЛЬНОГО ПРОДУКТУ ТА ОСОБЛИВОСТІ ЙОГО ФОРМУВАННЯ

Abstract

The article is devoted to the analytical consideration of the hotel product as the main determinant of the hotel economy, which develops along with the rapidity of modern technologies in the hospitality industry. The hotel product is formed in the course of service with the close interaction of the hotel's service staff and its guest. The levels and types of the hotel product in the context of the implementation of hotel services in the process of labor activity were studied, taking into account the trends of the emergence of new challenges in the hospitality industry. The processes of creation and consumption of a hotel product occur simultaneously from the moment of entering the hotel complex to the moment of departure, during the entire service cycle the guest perceives the product as the result of the hotel staff's activities. The quality differences of goods and services in the hotel industry are analyzed. The main feature of the hotel product is the impossibility of its preservation and accumulation. It was established that the peculiarities of the process of providing a hotel product in hotels are an important criterion for compliance with national and international standards. It has been studied that quality management is an action controlled by the hotel aimed at quality compliance with established standards. The importance of the structure of the complex hotel product, which includes the following types: main, secondary, special, additional, is indicated and their importance is proven. The optimally effective technology for providing additional hotel services has been determined. The main factors that effectively influence the formation of the hotel product have been established. Increasing the level of openness of the market of hotel products and intensifying competition among hotels present them with the task of constantly improving the quality of hotel products and their attractiveness for customers. The factor of variable consumption and the consumer, his level of experience bring the issue of quality improvement to the fore. Quality is defined as the properties and characteristic features of hotel products, which cause a feeling of satisfaction in the consumer, or the absence of defects, which enhances the state of satisfaction of the tourist.