QUALITY MANAGEMENT OF SERVICES OF HOTEL AND RESTAURANT ENTERPRISES

Abstract

Introduction. Understanding and applying effective quality management methods is a key factor for customer satisfaction, ensuring their repeated involvement, and also improves the company's reputation, contributes to its competitiveness in the market and ensures the stable development of the hotel and restaurant industry to justify and improve the quality management processes of these enterprises in order to achieving a high level of service quality and satisfying customer needs. Methods. During the research process, various general scientific and specialized methods were employed, including induction and deduction – during the collection, systematization, and processing of necessary information; analysis and comparison – in reflecting the development of the hotel and restaurant industry worldwide and in Ukraine; abstract-logical – for formulating theoretical conclusions; monographic and comparative – for systematizing the scientific approaches of scholars to the theoretical aspects of the hotel and restaurant business development. Results. Theoretical foundations of service quality management in the hotel and restaurant industry were examined through the prism of its economic aspects. The significance of methods, strategies, and tools for quality management, as well as factors influencing service quality, was analyzed and investigated. These factors include customer communication, preparing service staff to utilize productive technologies and effective innovations to create a mechanism for managing interaction processes. It was demonstrated that the hotel and restaurant business serves as a source of economic growth, as hotels and restaurants not only provide accommodation and dining services but also contribute to the robust development of related industries such as transportation, tourism agencies, food delivery, tour organizing, and entertainment services. Discussion. Properly determined pricing policies allow attracting new customers and maximizing profits and proposed recommendations can be utilized for the effective development of the hotel and restaurant business and the implementation of a quality management mechanism through the application of various tools and their impact on enhancing the quality of services provided. In the future, it is advisable to digitize the management of the quality of services of enterprises in the hotel and restaurant sphere.. Keywords: management, quality, services, hotel and restaurant industry, needs, competitive advantages, innovations.