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THE COST-EFFECTIVENESS OF IMPROVING THE QUALITY
OF HOTEL SERVICES
1 2 Davronov I.O. , Shadiyev A.Kh.
1Davronov Istamkhuja Olimovich - Lecturer, TOURISM AND HOTEL BUSINESS DEPARTMENT;
2Shadiyev Alisher Khudoynazarovich - Lecturer, DEPARTMENT OF SERVICE SPHERE ECONOMICS, BUKHARA STATE UNIVERSITY, BUKHARA, REPUBLIC OF UZBEKISTAN
Abstract: the service quality improvement program covers the activities of all departments of the hotel. It is not the task of this program to describe in detail the process of overall quality management in the enterprise. Hotel work should be well planned and managed wisely. This work begins with the development of a draft management concept. The management should be organized in such a way that the hotel service provides a certain benefit to the customer in the hotel segment of his choice. At the same time, systems should be set up to provide hotel management with management information. In the article has shown however, in order to improve the quality of service in the hotel, the developed program should include 10 basic principles.
Keywords: management, hotel segment, managers, leaders, marketing, service, economy of hotels.
UDC 338.48
The hotel management should have a clear idea of the company's mission and future development. But that is not enough. Managers also need to be able to communicate this idea to their subordinates and convince them of it. Good leaders believe that the main goal is to achieve quality service by convincing employees.
Introduce a marketing approach to all departments of the hotel. The concept of marketing involves its full implementation throughout the organization. It is important to keep in mind that the marketing functions of customer service in a hotel are not the sole responsibility of the marketing staff. In addition to this section, marketing elements should be present in the work of each department of the hotel.
Understand the needs and requirements of customers. Customers feel the quality is very good. A high-quality hotel knows exactly what the market demands of it. The service offered by the hotel must be targeted to a specific market. Understand the goals and objectives of the hotel business. Quality customer service requires the entire hotel team to work together in an organized manner. Employees in each department need to understand that their work affects the outcome of the entire team. In some hotels, the staff is trained to serve the staff, that is, the employee performs various tasks. This allows the employee to understand the nature of work in related professions and other specialties.
Apply basic organizational principles at work these systems include staff recruitment and training, service procurement procedures, management information systems, room reservation systems, hotel equipment maintenance systems, quality control, and supply systems. Hotels that provide quality service will have better operating procedures.
Factors of freedom. Four- and five-star hotels offer more customer-oriented services. Employees need to have a certain degree of freedom in their actions in order to serve the customer according to his needs and requirements. They should not be tied to strict guidelines and rules. Instead of setting barriers in the form of various rules and guidelines that prevent employees from providing the customer with the service they need, department heads should guide employees in the right direction and support their work. should be supported.
Use of appropriate technology. The technology should be used to monitor changes in the marketing environment, support operating systems, develop customer databases and improve the way they communicate with each other. For example, a "guest history" computer subsystem serves as a unique alert system to identify problems that may be interfering with customer service. Another system, the BMS (Building Management System), provides information on room maintenance and maintenance cycles.
Rational personnel management. Management is the only way to communicate with the hotel community. Every leader needs to understand that his or her attitude to a particular situation should be monitored by his or her subordinates and that he or she should study his or her behavior. If the hotel manager picks up a piece of paper that has fallen to the floor, the staff will do the same. Emphasizing the importance of employee collaboration, a manager can strengthen production discipline and rely on team trust.
Establish standards, evaluate performance, and introduce incentives. Establishing service standards and objectives, and then training managers and employees to do so, is the most important way to improve service quality. These standards should be constantly raised and employees who follow them should be encouraged.
Feedback with employees based on performance. Employees should be kept informed of the results of the hotel's work. Hotel staff needs to know what customers like and dislike. They also need to have an idea of which areas are improving and which are not.
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АУТСОРСИНГ ЛОГИСТИЧЕСКИХ УСЛУГ: РЕАЛИИ И ТЕНДЕНЦИИ Гайнутдинова М.Т.
Гайнутдинова Мадина Тагировна - магистрант, направление: логистика и нефтегазотрейдинг, кафедра менеджмент в отраслях топливно-энергетического комплекса, Тюменский индустриальный университет, г. Тюмень
Аннотация: в статье рассматриваются преимущества и недостатки передачи части логистических функций компании на аутсорсинг, существующие реалии на рынке логистического аутсорсинга в России и перспективные тенденции. Ключевые слова: аутсорсинг, логистика, логистический сервис, провайдер.
Глобализация мировой экономики, продолжающиеся тенденции дальнейшего международного разделения труда увеличивают значимость управления потоковыми процессами и способствуют формированию на рынке сложных интегрированных структур, преимущественно сетевого характера, с множеством потоковых процессов, единым информационным пространством и объединяющих различные по специализации субъекты рынка.
Управление бизнес-процессами в глобальных цепях поставок становится все более сложным и дорогостоящим. Многие компании мирового класса принимают современные подходы к оптимизации цепочки создания потребительской стоимости в рамках концепции управления цепями поставок (SCM), что позволяет сократить общие логистические издержки цепи. При этом, как правило, используются принципы логистического аутсорсинга («outsourcing» - сокращение от словосочетания «outside resource using», что означает «использование внешних ресурсов»).
Аутсорсинг за счет профилизации оказываемых услуг позволяет достичь более высокого качества их оказания и, как следствие, более полного учета запросов потребителей, что необходимо в высоко конкурентной экономике.
