MODERN TOOLS FOR QUALITY MANAGEMENT OF SERVICES IN THE HOTEL BUSINESS

Abstract

The article is devoted to the study of modern tools for managing the quality of services in the hotel business, their impact on service standards and customer satisfaction. Given the importance of providing quality services for maintaining the competitiveness of hotels, the authors identify the main methods of quality management used in this industry. It has been established that the quality of hotel services is directly related to the fulfillment of established standards and requirements relating to both the physical characteristics of service and the emotional comfort of the client. The main purpose of the article is to identify modern management tools, analyze their effectiveness, and study the prospects for development in the context of technological innovations. The authors emphasize the need to integrate the latest technologies, such as process automation, the use of big data, artificial intelligence and the Internet of Things (IoT), which significantly increase the efficiency of management decisions and improve the customer experience. At the same time, traditional methods, in particular ISO standards and customer feedback, are preserved, which allow maintaining the stability and quality of services at the proper level. The article provides an overview of the evolution of approaches to service quality management in the hotel business, ranging from simple standards to complex management systems focused on individualizing the customer experience. The main areas of focus for hotels in the 21st century are identified, including the use of the latest technologies, an environmental approach, and creating unique experiences for guests. The modern approach to quality management in the hotel business emphasizes the personalization of services, process automation, and adaptation to changing market conditions. Innovative tools, including technologies for analyzing big data and managing customer relationships, allow improving not only the quality of services, but also the efficiency of the entire management process. The article also highlights the role of environmental management and sustainable development in the hotel business, which is becoming an important component of the quality strategy. The authors emphasize that aspects such as energy efficiency, waste recycling, and the use of environmentally friendly materials have a significant impact on the hotel's reputation and customer attraction. Overall, the article offers a systematic overview of modern service quality management tools in the hotel business, emphasizing the importance of a comprehensive approach to management and adaptation to new technological and economic challenges.