Managing the Quality of Staff Work in Hotel Businesses

Abstract

The purpose of the study is to substantiate the theoretical and practical foundations of managing the quality of staff performance as a key factor in enhancing the competitiveness of the hotel business in the context of growing consumer demands, digitalization, and intensified competition in the hotel services market. The paper emphasizes the role of professional training, motivation, and corporate culture of personnel in ensuring a consistently high level of service and long-term customer loyalty.

In the course of the study, modern approaches to managing the quality of staff performance in the hotel business are analyzed, the scientific contributions of domestic researchers are generalized, and practical tools for evaluating and improving employee performance are characterized. The possibilities of applying international quality management standards, continuous improvement concepts, motivational mechanisms, and digital technologies, including CRM systems, HR platforms, and service process automation tools, are examined. Particular attention is paid to the impact of leadership and corporate culture on the quality of guest service.

Based on the results of the study, it is concluded that a comprehensive and systematic approach to managing the quality of staff performance ensures higher service levels, increased customer satisfaction, and strengthened competitive positions of hotel enterprises. The expediency of combining quality standards, motivational programs, investments in staff training, and the use of digital solutions as the basis for the sustainable development of the hotel business is substantiated. Prospects for further research related to the use of artificial intelligence tools and analytical HR systems in managing the quality of staff performance are identified.