ORGANIZATIONAL AND ECONOMIC ASPECTS OF QUALITY OF SERVICES OF HOTELS AND ACCOMMODATION INSTITUTIONS DURING THE COVID-19 PANDEMIC

Abstract

The purpose of the article. Research of the essence and content of current legal documents related to the organization and provision in Ukraine of quality of services of hotels and various types of accommodation institutions during the COVID-19 pandemic.Methodology. The main research methods are general and special methods, including systematic, comparative and statistical analysis, as well as methods of scientific classification and systematization.Results. The article examines current trends and conditions in Ukraine to ensure the quality of services of hotels and accommodation institutions during the COVID-19 pandemic. The analysis of information-analytical base, normative-legal documents of Ukraine, recommendations of experts of tourism and hotel-restaurant business on positive experience of the countries of the world concerning conditions of the organization and rendering of services in hotels and other establishments during accommodation of quarantine and, if necessary, adhering to rules of conduct and organization of service has been carried out. The necessity of a systematic approach to personnel management of hotels and various accommodation institutions, development and implementation of a set of training on behavior in the performance of their duties in case of detection of COVID-19 and other diseases among guests or staff has been studied and substantiated. Proposals from the Hospitality Industry Association and the Ukrainian Medical Tourism Association to public authorities on the rules of conduct in hotels and other accommodation institutions in order to ensure safety and prevent the spread of COVID-19 are considered.Emphasis is placed on organizational and economic aspects of strengthening the responsibility of hotel industry management concerning the need for staff control over compliance with the rules of guest service, compliance with technical and technological regulations for the implementation of production and economic tasks.Economic situation in the market of hotel and restaurant services determines the development and application in practice of hotels and various types of accommodation institutions of a clear organizational and economic mechanism of a systemic nature, combining both general and specific to each situation indicative features of the system model of organization, management and control.Practical implications. In order to improve the situation in the market of tourist services, where hotel and restaurant complexes, other accommodation institutions establish an appropriate infrastructural environment, it should be important to constantly improve the state of tourist infrastructure and introduce a permanent education system for tourism and hotel-restaurant staff. This should promote the quality of organization and provision of modern services to consumers, play an important role both at the local level and at the level of the industry as a whole, and contribute to its development and achievement of the objectives of the development strategy.Value/originality. The study analyzes the documents that have been developed and proposed to public authorities in the field of tourism for the organization of economic activities of economic entities to accommodate tourists, and are based on the latest positive practices of the world's leading countries in the field of tourism.