title: Ð¤Ð¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ (Ð½Ð° Ð¿ÑÐ¸Ð¼ÐµÑÐµ ÐÐ Â«ÐÐ½ÑÐ°-ÐÑÐµÐ»ÑÂ»)
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð±Ð°ÐºÐ°Ð»Ð°Ð²ÑÐ°
titleType: Subtitle
title: Formation of a loyalty program for the staff of a hotel enterprise (on the example of JSC Â«Infa-HotelÂ»)
Creators: name: Ð®ÑÐ¾Ð²Ð°, ÐÐ½Ð°ÑÑÐ°ÑÐ¸Ñ
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2024
Subjects: Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð° Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð°
Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»ÑÐ½Ð¾Ðµ Ð¸ Ð½ÐµÐ¼Ð°ÑÐµÑÐ¸Ð°Ð»ÑÐ½Ð¾Ðµ ÑÑÐ¸Ð¼ÑÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ
Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð¾Ðµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ðµ
ÑÑÐ¾Ð²Ð½Ð¸ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸
Ð¼ÐµÑÐ¾Ð´Ñ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð°
staff loyalty program
material and non-material encouragement
hotel enterprise
loyalty levels
methods for increasing staff loyalty

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð¸Ð½Ð´ÑÑÑÑÐ¸Ð¸ Ð³Ð¾ÑÑÐµÐ¿ÑÐ¸Ð¸Ð¼ÑÑÐ²Ð°. Ð Ð¿ÑÐ¾ÑÐµÑÑÐµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð±ÑÐ»Ð¸ ÑÐµÑÐµÐ½Ñ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð·Ð°Ð´Ð°ÑÐ¸: 1. ÐÐ·ÑÑÐµÐ½Ð¸Ðµ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð°ÑÐ¿ÐµÐºÑÐ¾Ð² Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð°. 2. ÐÐ·ÑÑÐµÐ½Ð¸Ðµ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð°ÐºÑÐ¸Ð¾Ð½ÐµÑÐ½Ð¾Ð³Ð¾ Ð¾Ð±ÑÐµÑÑÐ²Ð° Â«ÐÐÐ¤Ð-ÐÐ¢ÐÐÐ¬Â» Ð¸ Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð¸Ðµ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÐµÐ³Ð¾ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾-ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ñ ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸Ðº. 3. ÐÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¸Ð¼ÐµÑÑÐµÐ¹ÑÑ Ð½Ð° Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° Ð¸ Ð²ÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼. 4. Ð¤Ð¾ÑÐ¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹ Ð¿Ð¾ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° Ð²ÑÐ±ÑÐ°Ð½Ð½Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. 5. ÐÑÐµÐ½ÐºÐ° ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹. Ð Ð°Ð±Ð¾ÑÐ° Ð²ÑÐ¿Ð¾Ð»Ð½ÑÐ»Ð°ÑÑ Ð½Ð° Ð±Ð°Ð·Ðµ Ð°ÐºÑÐ¸Ð¾Ð½ÐµÑÐ½Ð¾Ð³Ð¾ Ð¾Ð±ÑÐµÑÑÐ²Ð° Â«ÐÐÐ¤Ð-ÐÐ¢ÐÐÐ¬Â», ÐºÐ¾ÑÐ¾ÑÐ¾Ðµ ÑÐ¾Ð¾ÑÐ²ÐµÑÑÑÐ²ÑÐµÑ Ð¾ÑÐµÐ»Ñ Â«Ð¡Ð°Ð²Ð¾Ð¹Â», ÑÐ°ÑÐ¿Ð¾Ð»Ð¾Ð¶ÐµÐ½Ð½Ð¾Ð¼Ñ Ð² Ð³. ÐÐ¾ÑÐºÐ²Ð°. Ð ÑÐ¾Ð´Ðµ ÑÐ°Ð±Ð¾ÑÑ Ð±ÑÐ» Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ SWOT-Ð°Ð½Ð°Ð»Ð¸Ð· Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð° ÑÑÑÑÐºÑÑÑÐ° Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° Ð¿Ð¾ Ð½ÐµÑÐºÐ¾Ð»ÑÐºÐ¸Ð¼ ÑÐ°ÑÐ°ÐºÑÐµÑÐ¸ÑÑÐ¸ÐºÐ°Ð¼, ÑÐ°ÑÑÑÐ¸ÑÐ°Ð½ ÑÑÐ¾Ð²ÐµÐ½Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° Ñ Ð¿Ð¾Ð¼Ð¾ÑÑÑ Ð¼ÐµÑÐ¾Ð´Ð° eNPS, Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð¿ÑÐ¸ÑÐ¸Ð½Ñ Ð½Ð¸Ð·ÐºÐ¾Ð¹ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÑÐµÐ¼Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. ÐÑÐ¸ ÑÐ±Ð¾ÑÐµ Ð´Ð°Ð½Ð½ÑÑ, Ð½ÐµÐ¾Ð±ÑÐ¾Ð´Ð¸Ð¼ÑÑ Ð´Ð»Ñ Ð²ÑÐ¿Ð¾Ð»Ð½ÐµÐ½Ð¸Ñ ÑÐ°Ð±Ð¾ÑÑ, Ð±ÑÐ»Ð¸ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ñ Ð¿Ð¾Ð¸ÑÐºÐ¾Ð²ÑÐµ ÑÐ¸ÑÑÐµÐ¼Ñ Â«GoogleÂ», Â«YandexÂ». ÐÑÐ¸ Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐµ Ð´Ð°Ð½Ð½ÑÑ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð»Ð¸ÑÑ ÑÐ»ÐµÐ´ÑÑÑÐ¸Ðµ Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ñ Ð¿Ð°ÐºÐµÑÐ° Microsoft 365: Word, PowerPoint, Excel. Ð ÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð¼ ÑÐ°Ð±Ð¾ÑÑ ÑÑÐ°Ð»Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð´Ð»Ñ ÐÐ Â«ÐÐÐ¤Ð-ÐÐ¢ÐÐÐ¬Â» ÐºÐ¾Ð¼Ð¿Ð»ÐµÐºÑÐ° Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹ Ð¿Ð¾ Ð¿Ð¾Ð²ÑÑÐµÐ½Ð¸Ñ ÑÑÐ¾Ð²Ð½Ñ Ð»Ð¾ÑÐ»ÑÐ½Ð¾ÑÑÐ¸ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð°, Ð¾ÑÐµÐ½ÐºÐ° ÐµÐ³Ð¾ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ Ð¸ ÑÐ¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð¸Ðµ Ð´Ð¸Ð°Ð³ÑÐ°Ð¼Ð¼Ñ ÐÐ°Ð½ÑÐ° Ð´Ð»Ñ Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð¸Ñ ÑÑÐ¾ÐºÐ¾Ð² ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ð½ÑÑ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ð¹.
description: The given work is devoted to the development of a staff loyalty program in the hospitality industry. The study achieved the following objectives: 1. Study of theoretical aspects of staff loyalty. 2. Study of activity of joint-stock company Â«INFA-HOTELÂ» and analysis of its organizational and economic characteristics. 3. Study the companyâs staff loyalty program and identify problems. 4. Formation of recommendations to increase the effectiveness of the loyalty program of the selected enterprise. 5. Evaluation of the effectiveness of the activities developed. The work was performed on the basis of the joint-stock company Â«INFA-HOTELÂ», which corresponds to the hotel Â«SavoyÂ», located in Moscow. In the course of the work SWOT-analysis of the enterprise was carried out, the structure of personnel by several characteristics was studied, the level of loyalty of personnel with the help of the eNPS method was calculated, and the reasons of low loyalty of the personnel of the analyzed enterprise were identified. When collecting the data necessary to complete the work, the search engines Â«GoogleÂ» and Â«YandexÂ» were used. When processing the data, the following Microsoft 365 package programs were used: Word, PowerPoint, and Excel. The result of the work was the development of a complex of measures for JSC Â«INFA-HOTELÂ» to increase the level of loyalty of the staff, assessment of its effectiveness and the compilation of the Gantt diagram to determine period for the implementation of the proposed measures.