Information, Communication and Logistics Technologies of the Hotel Customers’ Service Organization

Abstract

Topicality. In nowadays conditions, the importance of information, communication and logistics technologies in the organization of the hotel customers’ service increases. The relevance heightens due to the economics of sustainable development and attention to the customers’ needs. Each institution tries to satisfy their needs as fully as possible, and to get a new consumer of services. Therefore, it is important to understand and use information, communication and logistics technologies in practical activity. The aim of the article is to develop information, communication and logistics technologies for organizing hotel customers’ service using the example of one of the hotel chains in Ukraine “Edem Resort Medical & SPA”. Research methods. When conducting the research, general scientific methods were used: induction and deduction, abstraction, theoretical analysis and synthesis, comparison, generalization, conclusion. Results. Technologies in the hotel business logistics were defined. It was established that in practical activities with the aim of increasing the client base, it is worth using the scheme of information, communication and logistics technologies for the organization of the hotel customers’ service. It was noted that the main technologies are “Design Thinking” and Value Offer Canvas. The stages of the technological algorithm of the guest cycle were elaborated. Conclusions and discussion. It is determined that the hotel and restaurant business is changing. This is facilitated by the impact of COVID-19, war, and compliance with the principles of sustainable development by business. A developed model of information, communication and logistics technologies for organizing hotel customers’ service was elaborated using the example of one of the hotel chains “Edem Resort Medical & SPA”. A program of customers’ service based on an individual approach was offered.