住宿机构提供服务的特点

Natalia Makovetska, Daryna Liuta, Anastasiia Diadechko
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引用次数: 0

摘要

这项工作的目的是描述住宿机构提供服务的特点。方法。本研究采用了一般的科学方法,包括分析法、科学综合法、分析法、比较法和概括法。考虑住宿机构提供服务的特点。住宿机构服务的最重要特征是确定的。本文考虑了酒店服务的特点。对服务、酒店服务、质量、关键服务技术、客户技术、酒店技术等概念进行了深入的定义。介绍了临时住宿设施的各种客户服务技术。值得注意的是,Lyapina IY、gorbachev EG、Bondarenko GA、Sorokina OO、Volkov YF等科学家对服务领域的服务研究做出了重要贡献。和其他。然而,我们发现服务提供的一些特征需要进一步研究。值得注意的是,在酒店业务中,“服务”一词意味着提供高水平的舒适并满足客人各种家庭、经济和文化需求的活动系统,而且这些对服务的要求和要求每年都在增长。这决定了酒店的文化和服务质量越高,酒店的形象就越高,对顾客就越有吸引力,在今天同样重要的是,酒店的物质繁荣就越成功。酒店对顾客服务的规定给予了特别的注意。揭示了企业文化的本质,探讨了企业文化制度的基本原则。考虑了实施面向客户的方法过程的关键组成部分的因素。总结了在住宿场所提供服务的特点。科学的新颖性在于它揭示了酒店员工的技术能力是由什么构成的,也揭示了企业文化决定了酒店员工对顾客的行为,从而列出了酒店住宿服务质量的综合管理原则。现实意义。这项研究的结果是进一步研究住宿机构提供服务的特点的基础。提供了在住宿场所实施客户方法过程的关键组成部分。
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PECULIARITIES OF PROVIDING SERVICES IN ACCOMMODATION INSTITUTIONS
The purpose of this work is to characterize the features of the provision of services in accommodation establishments. Method. The study used general scientific methods, including analysis, scientific synthesis, analytical method, methods of comparison and generalization. Peculiarities of providing services in accommodation establishments are considered. The most important features of services in accommodation establishments are determined. The article considers the features of hotel service. Thorough definitions of such concepts as service, hotel service, quality, key service technologies, customer technologies, hotel technologies are given. Various technologies of customer service at temporary accommodation facilities are described. It is noted that such scientists as Lyapina IY, Gorbacheva EG, Bondarenko GA, Sorokina OO, Volkov YF made a significant contribution to the study of services in the field of service. and other. However, it was found that some features of service provision require further research. It is noted that in the hotel business the word "service" means a system of activities that provide a high level of comfort and meet a variety of household, economic and cultural needs of guests, and every year these requests and requirements for services are growing. It is determined that the higher the culture and quality of service, the higher the image of the hotel, the more attractive it is to customers and, equally important today, the more successful the material prosperity of the hotel. Particular attention is paid to the rules of customer service at the hotel. The essence of corporate culture is revealed, and also the basic principles of system of corporate culture are considered. Factors that are key components of the process of implementing a customer-oriented approach are considered. Conclusions are made on the peculiarities of providing services in accommodation establishments. The scientific novelty is that it shows what constitutes the technological competence of hotel staff, and also shows that corporate culture determines the behavior of hotel employees towards customers, and therefore lists the principles of general management of service quality in the accommodation. Practical meaning. The results of this study are the basis for further study of the peculiarities of the provision of services in accommodation establishments. The key components of the process of implementation of the client approach in accommodation establishments are offered.
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