Conflict Management Technologies in Hotel and Restaurant Business

Abstract

Topicality. In modern conditions, conflicts in hotel and restaurant business are intensified. Such phenomena slow down and unbalance their development, as well as cause the liquidation of enterprises. This is a natural process. Therefore, it is important to learn how to manage them. Opposites and contradictions are inevitable in the enterprises activities of the service sector, as they are based on the communicative level. The aim of the article is to determine conflict management technologies in hotel and restaurant business using conflict theories. Research methods. The study used general scientific methods: induction and deduction – to generalize opinions on conflict theories, technologies and conflict management in hotel and restaurant business; abstraction, theoretical analysis and synthesis – in determining approaches to conflict management strategy in hotel and restaurant business; comparison – in highlighting the causes of conflicts; generalization – for the construction of conflict management technology in hotel and restaurant business, the algorithm for working with conflicts in hotel and restaurant business; inference – in building the basic patterns of reaction to resistance, the rules of successful conflict management in hotel and restaurant business. Research results. Conflict theories are identified and their evolution is shown. It is established that conflict management is an inevitable process, and stems from the service sector peculiarities. It is noted that conflict management technologies should include development strategy, strategic aims, conflict management strategies, problems of conflicts appearance, patterns of response to resistance, conflict management models. Rules for successful implementation of conflict management technologies are elaborated as well. Conclusions and discussions. It is determined that hotel and restaurant business is changing, that conflicts and contradictions are inevitable. They are exacerbated by COVID-19. An algorithm for dealing with conflicts in hotel and restaurant business are elaborated. It contains 5 steps: listening, concretization, compassion, variability, gratitude for feedback. Marker words that should be used in resolving conflicts are suggested.