title: Ð¡Ð¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð² Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐµ
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: Improvement of the organization process and customer service in the hotel
Creators: name: Ð¤ÐµÐ´Ð¾ÑÐ¾Ð²Ð°, ÐÐ°Ð»ÐµÑ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: 2021
Subjects: Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð¾Ðµ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ðµ
Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ðµ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð²
Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½ÑÐµ ÑÑÐ»ÑÐ³Ð¸
ÑÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸Ñ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ
hotel company
customer service
hotel service
service organization technology

description: Ð¢ÐµÐ¼Ð° Ð²ÑÐ¿ÑÑÐºÐ½Ð¾Ð¹ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð¹ ÑÐ°Ð±Ð¾ÑÑ: Â«Ð¡Ð¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð² Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐµÂ». ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð¾ÑÐµÐ½ÐºÐµ ÑÐµÑÐ½Ð¾Ð»Ð¾Ð³Ð¸Ð¸ Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð½Ð° Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð¾Ð¼ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ð¸ Â«ÐÑÐ¾Ð±Ð½ÑÐº Ð.Ð. ÐÑÑÐ»Ð»Ð¾Ð²Ð°Â», Ð° ÑÐ°ÐºÐ¶Ðµ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐµ Ð¿ÑÐ¾ÐµÐºÑÐ° ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð² Ð² Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐµ. ÐÐ°Ð´Ð°ÑÐ¸, ÐºÐ¾ÑÐ¾ÑÑÐµ ÑÐµÑÐ°Ð»Ð¸ÑÑ Ð² ÑÐ¾Ð´Ðµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: 1. ÐÐ·ÑÑÐµÐ½Ð¸Ðµ ÑÐµÐ¾ÑÐµÑÐ¸ÑÐµÑÐºÐ¸Ñ Ð¾ÑÐ½Ð¾Ð² Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð². 2. ÐÐ½Ð°Ð»Ð¸Ð· ÑÐ»ÑÐ¶Ð± Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð¸ Ð¸Ñ Ð¾Ð±ÑÐ·Ð°Ð½Ð½Ð¾ÑÑÐµÐ¹. 3. Ð Ð°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ð¸Ðµ ÑÐ¸Ð»ÑÐ½ÑÑ Ð¸ ÑÐ»Ð°Ð±ÑÑ ÑÑÐ¾ÑÐ¾Ð½ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. 4. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÑÐµÐºÐ¾Ð¼ÐµÐ½Ð´Ð°ÑÐ¸Ð¹ Ð¿Ð¾ ÑÐ¾Ð²ÐµÑÑÐµÐ½ÑÑÐ²Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¸ Ð´Ð»Ñ ÑÐ²ÐµÐ»Ð¸ÑÐµÐ½Ð¸Ñ ÑÑÐµÐ´Ð½ÐµÐ³Ð¾ ÑÐµÐºÐ° Ð² Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐµ Â«ÐÑÐ¾Ð±Ð½ÑÐº Ð.Ð. ÐÑÑÐ»Ð»Ð¾Ð²Ð°Â». Ð Ð°Ð±Ð¾ÑÐ° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ ÐÐÐ Â«ÐÑÐ¾Ð±Ð½ÑÐº Ð.Ð. ÐÑÑÐ»Ð»Ð¾Ð²Ð°Â», Ð³Ð´Ðµ ÑÐ¾Ð±Ð¸ÑÐ°Ð»Ð¸ÑÑ Ð¼Ð°ÑÐµÑÐ¸Ð°Ð»Ñ Ð´Ð»Ñ ÑÐ°Ð±Ð¾ÑÑ: Ð´Ð°Ð½Ð½ÑÐµ Ð¾ ÑÐ»ÑÐ¶Ð±Ð°Ñ Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, Ð¾ÑÐ·ÑÐ²Ñ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð², ÐºÑÑÐ³ Ð¾Ð±ÑÐ·Ð°Ð½Ð½Ð¾ÑÑÐµÐ¹ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð° Ð¸ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ðµ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ð¸ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ. ÐÑÐ» Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÑÑÑÐºÑÑÑÑ Ð¿ÐµÑÑÐ¾Ð½Ð°Ð»Ð°, Ð¿Ð¾ ÑÐ°ÐºÐ¸Ð¼ ÐºÑÐ¸ÑÐµÑÐ¸ÑÐ¼ ÐºÐ°Ðº Ð²Ð¾Ð·ÑÐ°ÑÑ, Ð¿Ð¾Ð», Ð¾Ð±ÑÐ°Ð·Ð¾Ð²Ð°Ð½Ð¸Ðµ, ÑÑÐ¾Ð²ÐµÐ½Ñ Ð·Ð½Ð°Ð½Ð¸Ñ Ð°Ð½Ð³Ð»Ð¸Ð¹ÑÐºÐ¾Ð³Ð¾ ÑÐ·ÑÐºÐ°, Ð¾Ð¿ÑÑ ÑÐ°Ð±Ð¾ÑÑ, Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ°ÐºÑÐ¾ÑÐ¾Ð² Ð²Ð½ÐµÑÐ½ÐµÐ¹ ÑÑÐµÐ´Ñ, ÐºÐ¾Ð½ÐºÑÑÐµÐ½ÑÐ¾Ð², ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ñ ÑÐºÐ¾Ð½Ð¾Ð¼Ð¸ÑÐµÑÐºÐ¸Ðµ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»Ð¸ Ð·Ð° 2019 Ð¸ 2020 Ð³Ð¾Ð´. Ð Ð°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ñ Ð¿Ð¾ÑÐ»ÐµÐ´ÑÑÐ²Ð¸Ñ Ð¿ÑÐ¾Ð±Ð»ÐµÐ¼ Ð½ÐµÐºÐ°ÑÐµÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ. Ð ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ Ð±ÑÐ»Ð° Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ð° ÑÐ°Ð±Ð¾ÑÐ° Ð²ÑÐµÑ ÑÐ»ÑÐ¶Ð± Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½Ð¾Ð³Ð¾ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ, ÑÐ°ÑÐ¿ÑÐ¾ÑÑÑÐ°Ð½ÐµÐ½Ð½ÑÐµ Ð¾ÑÑÐ¸ÑÐ°ÑÐµÐ»ÑÐ½ÑÐµ Ð¾ÑÐ·ÑÐ²Ñ Ð³Ð¾ÑÑÐµÐ¹. ÐÑÐ»Ð¾ Ð¾ÑÐ¼ÐµÑÐµÐ½Ð¾ Ð½ÐµÐ³Ð°ÑÐ¸Ð²Ð½Ð¾Ðµ Ð²Ð»Ð¸ÑÐ½Ð¸Ðµ COVID-19 Ð½Ð° ÑÑÐ½Ð¾Ðº Ð³Ð¾ÑÑÐ¸Ð½Ð¸ÑÐ½ÑÑ ÑÑÐ»ÑÐ³. ÐÐ° Ð¾ÑÐ½Ð¾Ð²Ðµ ÑÐµÐ³Ð¾ Ð±ÑÐ»Ð¸ Ð¿ÑÐµÐ´Ð»Ð¾Ð¶ÐµÐ½Ñ Ð¼ÐµÑÐ¾Ð¿ÑÐ¸ÑÑÐ¸Ñ Ð´Ð»Ñ ÑÐ»ÑÑÑÐµÐ½Ð¸Ñ Ð¿ÑÐ¾ÑÐµÑÑÐ° Ð¾ÑÐ³Ð°Ð½Ð¸Ð·Ð°ÑÐ¸Ð¸ Ð¸ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð³Ð¾ÑÑÐµÐ¹, ÑÑÐ¾ Ð¿Ð¾Ð¼Ð¾Ð¶ÐµÑ Ð¿Ð¾Ð²ÑÑÐ¸ÑÑ ÑÐµÐ¹ÑÐ¸Ð½Ð³ Ð¸ Ð¿ÑÐ¸Ð±ÑÐ»Ñ Ð¿ÑÐµÐ´Ð¿ÑÐ¸ÑÑÐ¸Ñ.
description: The topic of the final qualification work: "Improvement of the organization process and customer service in the hotel". This work is devoted to the assessment of the technology of organizational services at the hotel company "Brullov Mansion ", as well as the development of draft recommendations to improve the process of organizing and serving customers in the hotel. Tasks that were solved during the study: 1. Studying the theoretical foundations of the process of organization and customer service. 2. Analysis of the services of the hotel company and their responsibilities. 3. Consideration of the strengths and weaknesses of the enterprise. 4. Development of recommendations for improving the process of organizing services and for increasing the average check in the hotel "Brullov Mansion ". The work was carried out on the basis of "Brullov Mansion", where the materials for the work were collected: data on the services of the hotel company, customer reviews, terms of reference of the personnel and economic indicators of the enterprise. An analysis of the structure of personnel was carried out, according to such criteria as age, gender, education, level of knowledge of the English language, work experience, analysis of environmental factors, competitors, economic indicators for 2019 and 2020 were considered. Problems due to poor service were considered. As a result, the work of all services of the hotel company was analyzed, as well as the widespread negative reviews of guests. The negative impact of COVID-19 on the hospitality market was noted. On the basis of this, activities were proposed to improve the process of organizing and serving guests, which will help increase the rating and profit of the enterprise.