SERVICE QUALITY MANAGEMENT IN THE HOTEL AND RESTAURANT BUSINESS: THEORETICAL ASPECTS

Objective. Analysis of the theoretical principles of service quality management in hotel and restaurant business establishments. Methods. The following research methods and techniques were used in the research process: analysis, synthesis (to substantiate existing theoretical approaches to the essence and assessment of service quality management in a hotel and restaurant enterprise), generalization and systematization (to identify existing scientific approaches), comparison (when comparing scientific approaches of scientists to theoretical aspects of service quality management in hotel and restaurant business establishments), abstract-logical method (to formulate conclusions), graphic and tabular methods (to visualize the research results). Results. A study of the views of scientists on the essence of the concept of service quality in hotel and restaurant business establishments demonstrates significant diversity. Each author focuses on different aspects of management and organization of processes that contribute to achieving a high level of service in this area. A study of the views of scientists on the essence of the quality management system revealed a variety of approaches to its interpretation. All authors recognize the importance of the quality management system for ensuring the sustainable development of the enterprise, and also emphasize that this system is a set of business processes aimed at constantly meeting customer needs and increasing their satisfaction. Based on the analysis of scientific literature, it was established that there are no unified methods for assessing service quality management in hotel and restaurant establishments. Existing methods have a different set of indicators and do not always provide clear guidelines for determining further development, which complicates the analysis and management processes. The application of an improved method for analyzing service quality management in the hotel and restaurant business is proposed, which provides a comprehensive analysis of service quality management in eight stages: general characteristics of the quality management system; analysis of compliance with service quality standards in a hotel establishment; analysis of the material and technical base of a hotel and restaurant establishment; detailed analysis of reviews and responses to guests' impressions of their stay; conducting short surveys and polls based on the SERVQUAL method for new guests; analysis of service quality using the "secret call" method and a secret guest visit; analysis of the work of employees, improving their professional level; providing recommendations for improving service quality management in a hotel establishment.