Hotel Sector Research Articles

Analysing online customer experience in hotel sector using dynamic topic modelling and net promoter score

使用动态主题建模和净推荐值分析酒店行业的在线客户体验研究目的本研究旨在通过动态主题建模和净推荐值分析酒店业的在线客户体验。 提出了一种用于收集、预处理和分析在线评论的新模型, 以了解语料库中的隐藏信息并获得客户体验。研究设计/方法/途径收集了一个包含 259,470 条英文客户评论的语料库。 研究人员通过 Perplexity 和 Coherence Score 测量结果进行了实验, 并选择了最佳的 K 参数（主题数量）作为模型的输入参数。 最后, 团队使用 Latent Dirichlet allocation (LDA) 模型和具有 K 系数的 Dynamic Topic Model (DTM) 在语料库上进行实验, 以探索语料库中的潜在主题和主题随时间变化的趋势。研究发现主题模型的结果显示了隐藏的主题, 其中包含与客户相关的顶级高概率关键字以及主题随时间的变化趋势。 此外, 该研究还根据客户评分计算和分析净推荐值 (NPS), 并将其显示在概览仪表板上。研究局限性/意义实验中使用的数据只是所有用户评论的一部分; 因此, 它可能无法反映所有当前的客户体验。实践意义酒店业公司的管理和业务发展也可以受益于主题模型和 NPS 分析的实证结果, 这将支持决策制定, 帮助企业改进产品和服务, 提高现有客户满意度, 并吸引新客户 .研究原创性/价值本研究不同于以往的研究, 因为它试图填补以酒店业在线客户体验为重点的研究空白, 并使用文本分析和 NPS 来实现这一目标。

Luxury hotels' green practices and consumer brand identification: The roles of perceived green service innovation and perceived values

AbstractAs a value‐added business strategy, many companies have planned and implemented green practices to promote their brands and contribute to sustainable development. This study aims to investigate how green practices build consumer brand identification for luxury hotel companies. Multivariate techniques and structural equation modeling were used to analyze a sample of 601 luxury hotel guests in China. The findings indicate that green hotel practices are positively related to consumer brand identification, and this relationship is positively mediated by perceived green service innovation, perceived utilitarian value, and perceived hedonic value. Furthermore, perceived utilitarian value and perceived hedonic value positively mediate the perceived green service innovation–consumer brand identification link. A robustness test with another sample data of 396 hotel guests was conducted, and this test confirmed the findings. This study provides several important implications for researchers and managers of the luxury hotel sector who aim to build customer brand identification from a green strategy perspective.

Does remaining silent help in coping with workplace incivility among hotel employees? Role of personality

PurposeDrawing on the Conservation of Resources theory, the study attempts to examine the relationship between workplace incivility (supervisors and co-workers) and employee silence among the frontline hotel employees. It futher intends to understand the role of the Big five personality as a moderator in strengthening the stated relationship. MethodologyThe data for the study was collected from the frontline employees of the hotels located in the Northern India at three different time intervals. Statistical tools like SPSS 22 and AMOS 22 were utilized to test the hypothesized relationships. FindingsThe findings of the study suggested that workplace incivility both for supervisors and co-workers was positively related with silence and its dimensions. Furthermore, Big five personality traits i.e. conscientiousness, extroversion, and neuroticism were found to significantly moderate the association between workplace incivility (supervisors and co-workers) and employee silence behaviour. Practical implicationsThe present study outcomes encourage organizations to recognize the damaging effect of workplace incivility, compelling them to prevent and stop mistreating employees and curtail silence. Originality/valueThe contribution of the study is immense in developing the awareness of the harmful effect of workplace incivility from supervisors and co-workers and is the novel research to experimentally probe employee silence. Additionally, the study adds to the literature by taking Big five personality dimensions as a moderator between workplace incivility (supervisors and co-workers) and silence behaviour in the hotel sector in the emerging economies like India.

Mediating Effect of Management Strategies on Seasonality, Consumer Travel Behaviour and Performance of Star-Rated Beach Resorts in the Coastal Region of Kenya

Hotel sector have bright vision for the growth of travel and tourism industry by providing the country’s economic growth. Despite increased efforts by the beach resorts managers and Government of Kenya to make them a driving force in achieving the national economic growth, they have continued to suffer from annual seasonal fluctuations in the volume of business due to tourism seasonality and consumer travel behaviour, each with different expectations and demands. This paper assessed mediating effect of management strategies on seasonality, consumer travel behaviour and performance of star-rated beach resorts in the coastal region of Kenya. Mixed method approach was used to do a cross-sectional survey. Questionnaires and interview schedule were used to collect data. Target population comprised of managers (23) and guests (586). Managers were purposively selected while guests were randomly sampled. Descriptive and inferential statistic were used to analyse quantitative data while qualitative data was analysed thematically. Specific strategies used to manage seasonality that were identified included price differentiation, product and market diversifications, product and policy mixing, promotional campaigns, seeking government assistance and forming partnerships with other stakeholders, among others. The study revealed that generally, all the strategies were important in managing seasonality. This observation was because in all the strategies, the mean rating was more than 3.0. Nevertheless, top three ratings were observed in market diversification (mean = 4.78), improved service quality (mean = 4.74) and product diversification (mean = 4.70). The study recommended that beach resort managers should perfect on the three effective marketing strategies such as market diversification, price differentiation, improved service quality and product diversification to manage impacts of seasonality on the performance of star-rated beach resorts.

Influence of CSR Activity, Service Quality and Brand Attitude to Customer’s Re-Visit Intention in Hotel Industry

Hotels are key component of tourism industry and tourism industry is strongly reliant on them. The tourism industry and the hotel sector are most closely related. Corporate social responsibility is a key strategic resource in the hospitality sector. This study intends to investigate probable causes of guests' favorable opinions of hotel.The suggested approach covers environmental CSR, charitable CSR, physical quality, employee behavior, customer satisfaction, brand attitude, and revisit intention. Using samples of domestic and international hotel guests who visited Bali, Indonesia, the model is put to the test. Testing of the model made in this study resulted in customers satisfaction and revisit intention positively influenced by CSR philanthropy. According to hypothesis testing, Environmental and Philanthropy CSR are more important to hotel guests' satisfaction and revisit intention than service quality and brand attitude.CSR is regarded as a valuable resource, especially in the service industry. Only a few research have looked at the combined effects of brand attitude and service quality, in contrast to earlier research that concentrated on CSR activities and service quality. Therefore, the goal of this study is to investigate the possible reasons for hotel customers' positive perceptions of the establishment. The suggested model considers CSR efforts, service encounters, customer happiness, brand attitude, and intention to return. Samples of Indonesian and foreign hotel clients are used to test the model. In tests of the proposed model, path coefficients from CSR activities (environmental and philanthropic), but not from physical quality, staff behavior, and brand attitude provide meaningful results. According to hypothesis testing, perceived environmental and philanthropy CSR support are more important to customer satisfaction and intent to return than physical quality, employee behavior, and brand attitude. From these findings, it shows that hotels need to make better CSR strategies, especially in CSR philanthropy. CSR can be a good marketing tool to "attract customers" to the hotel industry. The findings have crucial significance for researchers studying the impact of CSR initiatives on customer behavior to effectively manage customers' pleasant experiences with amenities and workers, as well as hotel brand sentiment. This research also has an impact on the hotel industry in deciding a better CSR strategy considering its positive effect on customer satisfaction and customer revisit intention. CSR is a topic that is frequently brought up by the hospitality sector, particularly hotels. By highlighting the essential elements of hotel patron behavior, current CSR literature supported by this study

Service skills in solving hotel guest problems in the food and beverage service department in the post-COVID-19 pandemic in the hospitality world

Hotels have many departments, one of which is food and beverage service, in which the role of the waiter influences the hotel's image in many ways. One of them bridges between guests and waiters. In this case, we need good communication skills when serving guests, as well as dealing with guest complaints by using good and correct communication. The goals given are being able to hone communication skills when dealing with guest problems with Food and Beverages Service. This study applies a qualitative method design, collecting observations on data and literature studies. Based on this research, there are two findings of problems related to communication skills in the hotel sector. The first is how to improve the handling of guest service complaints at hotels and the second is how to overcome obstacles when serving guests during a pandemic. In this article, we explain about Food and Beverage Service. The author applies it to learning in improving communication and problem solving to broaden our understanding, so that we can learn freely and carefully in using standard procedures in hotels and personal quality values, as well as barriers caused by a lack of communication skills in solving problems with guests due to service which is less than perfect.

Local labour market segmentation and migrant workers’ experiences: The case of the hotel industry in Venice

Using Venice as a case study, this article seeks to analyse the experience of migrant workers in the hotel industry through a theoretical engagement with the local labour market segmentation approach. The global hotel industry relies on large numbers of migrant workers, who are often in their first job in the host context, as a solution to the problem of cyclical staff shortages. Previous studies have found that low barriers to entry into the sector and high staff turnover are the underlying reasons for this relationship. They have also shown that the same characteristics that make the hotel sector attractive to migrant workers also lead them to leave the industry shortly after entering it. However, this article reveals significant stability in the careers of migrants employed in Venetian hotels as well as heterogeneity in their individual experiences. Through identifying and analysing the factors underpinning the trajectories of these workers, the article emphasises the importance of local characteristics of production, consumption, institutional and welfare regulation patterns, workers’ social stratifications and strategies of social reproduction in shaping the relation between migrant workers and the local hotel industry.

Pengaruh Pandemi Covid-19 dan Karakteristik Perusahaan terhadap Manajemen Laba Akrual

This study aims to analyze the effect of the Covid-19 pandemic and company characteristics on accrual earnings management. Accrual earnings management is the dependent variable in this study as measured by absolute discretionary accruals using the Modified Jones Model by Dechow (1995). The Covid-19 pandemic is an independent variable in this study measured by a dummy variable that takes 1 if the observation period of the pandemic is 2020, and 0 otherwise. Company characteristics are independent variables which in this study are represented by profitability as measured by ROA, leverage as measured by DER, and firm size as measured by the natural logarithm of total assets. The population of this study were companies that were heavily affected by the Covid-19 pandemic, the tourism, restaurant and hotel sectors and the retail sector which were listed on the Indonesia Stock Exchange in 2019-2020 using the sampling method, namely the purposive sampling technique so that the final sample of this study was 57 companies. The analysis technique used is multiple linear analysis techniques. Overall, the results of this study indicate that the Covid-19 pandemic has no effect on accrual earnings management. The characteristics of the company, namely profitability and company size also have no effect on accrual earnings management, and leverage has a positive effect on accrual earnings management.

From Darkest to Finest Hour: Recovery Strategies and Organizational Resilience in China’s Hotel Industry During the COVID-19 Pandemic

ABSTRACT In 2020, the COVID-19 pandemic adversely affected the global tourism industry and continues to impact the Chinese hotel sector today. Using a multiple cases study method, we analyzed the response strategies of four Chinese hotel groups – Jinling, Jinjiang, New Century Hotels & Resorts, and Huazhu Group Ltd.—across four successive periods: (1) outbreak; (2) first recovery; (3) struggle; and (4) a predicted finest moment. We identified four internal recovery strategies: (a) rapid response, (b) recovery exploration, (c) optimization and upgrading, and (d) rejuvenation. Hotel groups’ resilience proceeded through all four stages include (re)activation, consolidation, extension, and ecosystem. Each stage demonstrated the companies’ movement from reliance on internal resources to interdependence across the supply chain with on the help of digital services such as contactless check-in, robot delivery and cloud-based PMS. We additionally identified a close link between stakeholders including online travel agencies, government and hotel chains. The analysis in the present study is premised on resource utilization, product and service development, organizational management and operation, leadership, digitalization, and social responsibility. Suggestions to cope with a long-duration crisis like COVID-19 are also provided.

Innovations in Marketing Communication in the Hospitality Business in Slovakia During the COVID-19 Pandemic

The main purpose of the article was to describe selected factors of hotel business in the Slovak Republic in the years 2001 to 2020 and identify the economic impacts of measures related to the pandemic crisis COVID-19 in 2020. At the same time through selected marketing tools. Paper is also focused on innovative marketing tools used in the hotel business during a pandemic time and their impact on business effectiveness. To analyze the situation in the hotel business in the Slovak Republic, we used a statistical method of comparison within the period under study. To obtain qualified answers to the stated research goals and subsequent research questions, we statistically processed available data on the number of domestic and foreign visitors, as well as the capacity of accommodation facilities in the monitored period. Subsequently, we carried out research in the hotel sector using the method of controlled structured interviews. The results were processed through exploratory factor analysis, based on which we were able to evaluate marketing tools with the most significant impact on efficiency in the hotel business in the Slovak Republic. The measures taken in connection with the coronavirus COVID-19 caused significant economic impacts on the hotel business in the Slovak Republic, as in 2020 the number of foreign visitors dropped to 20-year lows. The analysis of the environment in the hotel business for the period under study showed that the impact of measures within the COVID-19 pandemic had a significant impact on the number of visitors, the amount of revenues and the number of accommodation facilities. The research of structured interviews with accommodation facility managers showed that the use or non-use of marketing activities (websites, PPC advertising, social media) had a significant effect on the reduction of revenues. The findings of the analysis of the environment clearly show that the relaxation of the economic measures in the summer of 2020 increased the number of domestic visitors to a higher level than in the same period in 2019, but there was no increase in the number of foreign visitors. We can state that if the epidemic comes under control, there will be a massive increase in the number of visitors and thus an increase in revenues. In case, that Slovak hotel managers would use innovative marketing tools more in the future when communicating with potential customers, it is highly probable that their potential losses would be lower in the next crisis.

La incidencia de los medios sociales en la gestión de la presencia online del sector hotelero. El caso de Mallorca

The present research proposes a methodology to analyse the degree of incidence of social media in the management of the online presence of the hotel sector in Mallorca. To this end, the Social Media Maturity Index of the Tourism Offer (IMMSOT) has been designed, which allows the situation of tourism organisations in social media to be analysed on the basis of three dimensions associated with their social media marketing strategy: engagement, channels/tools and destination. The results obtained show that the hotel sector in Mallorca makes little use of this type of tool. Moreover, differences have been observed in their use depending on the category and geographical location of the hotel establishments.

Effect Of Service Quality On Customer Retention In Hotel Sector, 2017

Effect Of Service Quality On Customer Retention In Hotel Sector, 2017

Green intellectual capital measurement in the hotel industry: The developing country study

The going green agenda or environmental protection has gained the attention of the industries. The tourism sector nowadays is not just a conservative industry that provides tourism activities but is now associated with sustainable practices (Bombiak, 2021). Hotels are very severely affected by the COVID-19 pandemic. Green intellectual capital (GIC) combines intellectual capital (IC), environmental knowledge, and awareness. IC is crucial in a firm and efficiently utilizing it will help enhance any organization’s performance. There is limited GIC measurement as not many researchers have investigated GIC. This study aims to produce a GIC model for hotels to practice in their daily operation to enhance their performance. The current study employs a case study approach where five interviews were conducted with different personnel in Malaysia’s tourism and hotel sector. The study identified eighteen indicators for the GIC model. The GIC model aids the firm in complying with environmental regulations, creating value for the firm, and meeting customers’ requirements on environmental issues

БИЗНЕС-МОДЕЛЬ ОРГАНИЗАЦИИ ГОСТИНИЧНО- РЕСТОРАННЫХ УСЛУГ: ФОРМИРОВАНИЕ КАЧЕСТВЕННЫХ КОМПЕТЕНЦИЙ ПЕРСОНАЛА

When forming a business model for the organization of hotel and restaurant services, the level of quality of staff competencies plays an important role for the successful achievement of strategic development goals and improv- ing a favorable image. At this stage of scientific research, it is important to study in more detail the trends and specifics of building a business model in the field of hotel and restaurant services and the formation of high-quality staff competencies based on marketing the approach. The established business models of the flagships in the tourism industry maintain their successful and recognized professional practices, unique and individual standards of service, their own brand and personal image with confi- dence and tradition. Consumer preferences and habits form a special segment in the tourism industry: regular custom- ers who, from anywhere in the world, cast their vote in favor of recognizing their brand in the field of hotel and restaurant services. The factors of formation of types of individual hotels and inns, for example, Soft Brand hotels, are determined. For example, adapting to market trends – hotels under the Soft brand are flexible and adaptable, which allows them to quickly respond to changing market trends and guest preferences. This flexibility helps them stay relevant and compet- itive in the dynamically developing hotel business. Recognizing the importance of these key growth drivers in the hotel sector under the soft brands is vital to maximize their value. A systematic list of digital technologies that are used to form business models in the field of hotel and restaurant services is presented, which highlights digital technologies that are used to improve the quality of professional competencies of staff. Currently, in the field of hotel and restaurant services, the penetration of innovative and digital technologies and tools into the system of promotion of specific services aimed at the formation of innovative hotel and restaurant services is observed, the formation of innovative business models that complement classic business models with creative and fashionable ideas and proposals for improving the hospitality industry is recorded.

МІЖНАРОДНІ ГОТЕЛЬНІ МЕРЕЖІ: СУТНІСТЬ ТА ОСОБЛИВОСТІ В УМОВАХ ГЛОБАЛІЗАЦІЇ

The current trends and conditions of functioning of the world economy dictate new priorities and directions of development. Today tourism shapes the economy of many states, regions, becomes an important factor in the stable development of the global hospitality industry. One of the industries that has emerged as a leader in recent years is the hospitality industry. The tourism industry, and the hotel sector in particular, is a highly competitive market. Hotel chains are one of the main players in the global travel services market that gradually masters the learn new segments market. The article analyzes the current state and trends in the development of international hotel chains, highlights the concepts of "hotel chains," which are provided by leading scientists in the field of tourism and on their basis the author's interpretation of the definition of "hotel chain." The article presents the types of competitive advantages of the network form of hotel business organization, highlights the fundamental principles of international hotel chains in the global context, considers the groups of environmental factors that influence the activities of international hotel chains in the context of globalization. This study examines the effects of both market competition on the efficiency of the hotel industry. The article analyzes the dynamics of functioning of international hotel chains of the world hotel business by the number of hotels and number of rooms for the period 2016–2021, shows the competitive advantages of international hotel chains. The first positions in the ranking of international activities of hotels by room fund are occupied by: Marriott International, Jin Jiang International (Holdings) Co., Ltd. Hilton Worldwide, Inter Continental Hotel Group (IHG), Wyndham Hotel Group, AccorHotels, Huazhu Group Ltd, Choice Hotels International BTG Homeinns Hotels (Group) Co, BWH Hotel Group, which show a steady growth of their business.

Knowledge sharing, perceived risk and environmental information on energy saving behaviors of hotel guests

Energy efficiency is one of the critical aspects, because the hotel sector has significant energy consumption and has an impact on environmental information. Energy efficiency helps reduce operational costs. By reducing excessive energy consumption, hotels can set a good example of responsible and sustainable business practices. It is important to understand the factors that affect energy efficiency. Some of the relevant factors are knowledge sharing, risk perception, and environmental information. This study aims to analyze the effect of knowledge sharing, risk perception, and environmental information factors on energy efficiency in the hospitality industry. The research method used in this study is a quantitative method with a survey approach. The number of samples used in this study were 176 hotel managers in Indonesia. Questionnaires were distributed to respondents using a Likert scale of 1 to 7. Data were analyzed using the Partial Least Square (PLS) method using SmartPLS software. The research results conclude that knowledge sharing, perceived risk, and environmental information have a significant influence on energy efficiency in the hospitality industry. Well-informed consumers tend to be more aware of the impact of their decisions and actions on environmental information, so they are more likely to choose hotels that adopt sustainable and energy efficient practices. In addition, the perception of risk also affects energy efficiency in the hospitality industry. Consumers who perceive risks associated with low sustainability or negative environmental information impacts are less likely to choose the hotel. Environmental information factors also play an important role in energy efficiency. Hotels that have an environment that supports and facilitates sustainable practices have the potential to achieve higher energy efficiency.

El outsourcing hotelero y sus beneficios y riesgos estratégicos. El Caso de Egipto

The paper analyses outsourcing in the hotel sector in Egypt. It presents the main levels of outsourcing of the main hotel services or activities. Moreover, it also analyses the main benefits and risks perceived by the surveyed managers of this outsourcing strategy. Data have been collected from 114 hotels in two sun and sand resort cities in Egypt (Sharm el Sheikh and Hurgada). The results indicate that the most outsourced activities are entertainment, transport services, information systems and maintenance with the least outsourced activities as reception, room cleaning, laundry and food and beverage. In terms of perceived benefits, the main benefits relate to the focus on core competencies and helping to cover the urgent needs of the hotel; while the main risks of outsourcing relate to the detrimental impact of outsourcing on the hotel’s resources and capabilities and on the hotel’s performance.

Student Perceptions of Unemployment Due to Smart Technology in the Hospitality

This study looks into how students perceive the impact of intelligent technology on the job market, particularly in the hospitality sector. The study looks at how robots affect the workforce and investigates what elements affect students’ perceptions and what that means for making strategic decisions. A quantitative research methodology is used to construct and empirically test a conceptual model. The research sample comprises Jakartans from Generation Z, who are between the ages of 14 and 28 and have prior awareness of robotic technology used in the hotel sector. Then, statistics are used to examine the survey data and determine the validity, reliability, and discriminant validity. The findings are consistent with the idea that employees’ opinions of robot technology have a beneficial impact on robot-induced unemployment. However, while the perceived usefulness of robots has a favorable impact, the perceived ease of use of robots does not significantly contribute to unemployment. The study also shows that perceptions of students do not significantly influence impressions of employees, simplicity of use, and usefulness. These results aid in understanding how innovative technology affects the workforce and offer guidance for decisions in the hospitality sector.

Sustainability Certifications for Tourism, Travel and Hospitality (TTH) and the Indian industry response

With an intent to raise awareness about the contribution of Sustainable Tourism to Development among the Tourism, Travel and Hospitality stakeholders, the general public, the Governments across levels, the 70 General Assembly of the United Nations (UN) designated 2017 as the International Year of Sustainable Tourism for Development. The year received another boost in the context of the 2030, Agenda for Sustainable Development and the Sustainable Development Goals (SDGs), wherein the tourism system would usher in a change in business practices, public policies and even consumer behaviour which would make the Tourism sector Sustainable. The following objectives were framed to conduct the study i) to assess the pulse of the Indian Tourism Travel and Hospitality (TTH) with regard to Sustainability certifications, ii) to collate and assess inputs and data available in the public domain with regard to Sustainability certification, and iii) to find out the opinion of experts who work in the domain of sustainability and certifications. To make the traveller more conscious and make tourism regenerative; the facet of ‘eco-label’ is one of the indicators that helps to quantify sustainable production, sustainable consumption and therefore, sustainable development. Herein, we can say that, “Eco-labelling,” “Eco-Certification” in the Tourism Business would lead to Sustainable Practices which ultimately would become a follow up for good practices, that not only will solve the Environmental issues, but will address the socio-economic and cultural facets. This is true for the simple reason, one in ten jobs globally is in the tourism sector and tourism accounts for ten percent of Global GDP; clearly bringing in concerns for social, economic and environmental sustainability, which will ensure a demand for products and services in the tourism sector which focus on Sustainability. The Indian Tourism Scenario with its multiple players, the large hotel sector with multiple chains, the resorts spread across the country, the Airlines, the Travel Agents, the Tour Operators, the Communities involved in Tourism directly and indirectly at the operational level and the Government at the Federal Level and the State Governments who actually implement the Tourism programs. The Study is part of an ongoing research, which invokes the readiness, or the acceptance, the doubts the Tourism Stakeholders have in India, which would lead to International and National Level Organizations to play a dynamic role to ensure, Sustainability Certifications leading to Sustainable Practices which in turn will ensure the achievement of SDGs, leading to the promise the Nation makes towards Global well-being.

ТЕНДЕНЦІЇ РЕАЛІЗАЦІЇ ІНДУСТРІЇ ГОСТИННОСТІ В ДНІПРОПЕТРОВСЬКІЙ ОБЛАСТІ

The author found out in the article that the hospitality industry is a collective concept due to the fact that it covers various forms of activity in the field of services, maintenance, tourism and transport business, recreation industry, etc. It is noted that most scientists define hospitality as a set of industries that provide services to travelers during their immediate stay outside their permanent residence. The author emphasized that the market of tourist services and entertainment is of particular importance for the development of the hospitality industry in the Dnipropetrovsk region because the attraction of foreign tourists to the industry segments of this region is a key factor in the development of this area. It was found that the Dnipropetrovsk region has almost the same number of two-, three- and four-star hotels, as well as a small number of high-class hotels. Moreover, the medium-level service segment is represented by a sufficient number of establishments. A special stage in the hospitality industry of Dnipropetrovsk region began in February 2022, when there was a complete reorientation of many entities to ensure the basic values and needs of refugees and people forced to evacuate from regions of active hostilities. The modern hospitality industry of the Dnipropetrovsk region has its own specifics and functions under the influence of various factors. Characteristic features of the hotel sphere of the region are the presence of harmonious relationships with other spheres of the tourism industry, the social nature of hotel activity, the complexity of the hotel product due to their modification for individual needs, the personification of customer service, the specific variety of types of hospitality, reception and service of tourists. The prospects for the development of the hotel sector of the Dnipropetrovsk region are associated with an increase in the number of certified hotel enterprises of the budget price category and the further introduction of information and communication technologies in the hotel and tourism spheres of the region, which will meet world standards for the development of advanced technologies, improve existing hotel and tourist services, and create new ones.