The role of modern hotel management in forming the image of enterprises in the russian tourism and hospitality industry

Shmatko Larisa Petrovna, Goryunova Elena Rudolfovna, Barkov Sergry Alexandrovich, Okhotnikov Ilya Viktorovich

The article substantiates the necessity and possibility of maintaining a high level of quality of services for today by hotel management using tools, the effectiveness of which is especially relevant to analyze today and focus mainly on the domestic consumer of hotel services. The relevance of this study lies in the fact that in recent years, the achievement of high-quality service in hotel services is possible only with rational and effective personnel management. The current negative challenges of the external environment caused by the coronavirus infection and collective Western sanctions against Russia have repeatedly increased the activity of tourism and hospitality enterprises with regard to improving products offered to domestic consumers. The article describes the characteristics of the competence approach in personnel management and the assessment of the quality of work of employees of the hospitality industry using KPIs. A special role in the article is assigned to the formation of a favorable image of the hospitality enterprise. The author also pays attention to the role of labor motivation in hotel management.

Keywords:hotel management, KPIs, favorable image, corporate identity, differentiation of the hotel product, competitiveness, competence, methods of labor motivation, tourism and hospitality industry, efficiency of the hotel business, benchmarking.