ADVANTAGES OF INNOVATION FOR IMPROVING THE QUALITY OF SERVICE IN HOTELS AND RESTAURANTS
Abstract
The article examines the role of innovative technologies in ensuring a high level of service in the hotel and restaurant business, especially in conditions of crisis and rapid changes in the market. Innovative solutions are becoming necessary to preserve competitive advantages and effectively manage the quality of services. Among the main innovations under consideration are green hotels, contactless service systems, virtual keys, CRM systems, chatbots, as well as smart technologies based on artificial intelligence (AI) and the Internet of Things (IoT). These tools help not only to improve customer service, but also to optimize internal business processes, reducing costs and saving resources. The article analyzes the advantages and challenges of implementing innovations: high initial costs, the need for special training of personnel, and overcoming possible resistance to change. Despite these challenges, research shows that even minimal innovations can significantly improve the customer experience and increase guest loyalty. For example, automated hotel management systems (PMS), mobile reservation applications, and digital payment systems can reduce service times and increase customer convenience, which is especially important in a highly competitive environment. Examples of successful implementation of technologies in leading hotels and restaurants that actively use artificial intelligence to personalize services by analyzing large volumes of data (Big Data) about customer preferences are also considered. As a result, such innovations not only help to increase the level of customer satisfaction, but also contribute to increased orders and increased profitability. The prospects for the development of the hotel business are related to the further integration of automation, robotics and virtual reality, as well as the popularity of new formats such as apart-hotels. The need to combine innovation with traditional hospitality values to create a unique service experience is highlighted.
References
Кащук К. М., Мосійчук І. В., Саух І. В. Сучасні технології управління в готельно-ресторанному бізнесі: практики та інновації. Бізнес Інформ. 2023. № 6. C. 93–99. DOI: https://doi.org/10.32983/2222-4459-2023-6-93-99 (дата звернення 08.11.2024)
Troisi, O., Visvizi, A. and Grimaldi, M. (2023), "Digitalizing business models in hospitality ecosystems: toward data-driven innovation", European Journal of Innovation Management, Vol. 26 No. 7, pp. 242–277. DOI: https://doi.org/10.1108/EJIM-09-2022-0540 (дата звернення 08.11.2024)
Кіш Г. Інноваційні технології в діяльності готельно-ресторанних підприємств. Актуальні питання у сучасній науці. 2023. Випуск № 6(12). С. 65–77. URL: https://dspace.uzhnu.edu.ua/jspui/handle/lib/52251 (дата звернення 08.11.2024)
Rahman, M.S., Hassan, H. and Fattah, F.A.M.A. (2021), "Optimisation of restaurants’ hospitality performance: the roles of innovation, internal and external power understanding capability", International Journal of Innovation Science, Vol. 13 No. 5, pp. 684–708. DOI: https://doi.org/10.1108/IJIS-10-2020-0195 (дата звернення 08.11.2024)
Yang, M., Luu, T. and Qian, D. (2023), "Mediating and moderating effects of task interdependence and creative role identity behind innovation for service: evidence from China and Australia", International Journal of Manpower, Vol. 44 No. 4, pp. 702–727. DOI: https://doi.org/10.1108/IJM-05-2022-0243 (дата звернення 08.11.2024)
Лисюк, Т. (2024). Інноваційні рішення в готельно-ресторанному бізнесі: технології автоматизації та персоналізації послуг. Економіка та суспільство, (67). DOI: https://doi.org/10.32782/2524-0072/2024-67-13 (дата звернення 08.11.2024)
Бевз, А. (2024). Дослідження інновацій у готельному бізнесі. Економічні горизонти, (2-3(28), 102–110. DOI: https://doi.org/10.31499/2616-5236.2(28).2024.305695 (дата звернення 08.11.2024)
Ніколайчук О. А., Ауліна Р. І., & Миснік Я. С. (2024). Удосконалення управління якістю обслуговування у готельному закладі. Торгівля і ринок України, (1(53). DOI: https://doi.org/10.33274/2079-4762-2023-53-1-64-80 (дата звернення 08.11.2024)
Поворознюк, І. (2024). Інноваційний менеджмент підприємств індустрії гостинності. Економіка та суспільство, (59). DOI: https://doi.org/10.32782/2524-0072/2024-59-63 (дата звернення 08.11.2024)
Liavynets, H. (2024). Вплив інновацій на антикризовий менеджмент у готельно-ресторанному бізнесі. Collection of Scientific Papers «SCIENTIA», (September 20, 2024; Bern, Switzerland), 27–35. URL: https://previous.scientia.report/index.php/archive/article/view/2070 (дата звернення 08.11.2024)
Kalargyrou, V. and Costen, W. (2017), "Diversity management research in hospitality and tourism: past, present and future", International Journal of Contemporary Hospitality Management, Vol. 29 No. 1, pp. 68–114. DOI: https://doi.org/10.1108/IJCHM-09-2015-0470 (дата звернення 08.11.2024)
Kashchuk K. M., Mosiychuk I. V., Saukh I. V. (2023) Suchasni tekhnolohiyi upravlinnya v hotelʹno-restorannomu biznesi: praktyky ta innovatsiyi [Modern management technologies in the hotel and restaurant business: practices and innovations]. Biznes Inform – Business Inform. No. 6. Pp. 93–99. DOI: https://doi.org/10.32983/2222-4459-2023-6-93-99 (accessed November 08, 2024)
Troisi, O., Visvizi, A. and Grimaldi, M. (2023) Digitalizing business models in hospitality ecosystems: toward data-driven innovation. European Journal of Innovation Management, Vol. 26 No. 7, pp. 242–277. DOI: https://doi.org/10.1108/EJIM-09-2022-0540 (accessed November 08, 2024)
Kish H. (2023) Innovatsiyni tekhnolohiyi v diyalʹnosti hotelʹno-restorannykh pidpryyemstv [Innovative technologies in the operation of hotel and restaurant enterprises]. Aktualʹni pytannya u suchasniy nautsi – Current issues in modern science. No. 6(12). Pp. 65-77. Available at: https://dspace.uzhnu.edu.ua/jspui/handle/lib/52251 (accessed November 08, 2024)
Rahman, M.S., Hassan, H. and Fattah, F.A.M.A. (2021) Optimisation of restaurants’ hospitality performance: the roles of innovation, internal and external power understanding capability, International Journal of Innovation Science, Vol. 13 No. 5, pp. 684–708. DOI: https://doi.org/10.1108/IJIS-10-2020-0195 (accessed November 08, 2024)
Yang, M., Luu, T. and Qian, D. (2023) Mediating and moderating effects of task interdependence and creative role identity behind innovation for service: evidence from China and Australia, International Journal of Manpower, Vol. 44 No. 4, pp. 702–727. DOI: https://doi.org/10.1108/IJM-05-2022-0243 (accessed November 08, 2024)
Lysyuk, T. (2024) Innovatsiyni rishennya v hotelʹno-restorannomu biznesi: tekhnolohiyi avtomatyzatsiyi ta personalizatsiyi posluh [Innovative solutions in the hotel and restaurant business: technologies of automation and personalization of services]. Ekonomika ta suspilʹstvo – Economy and society, no. 67. DOI: https://doi.org/10.32782/2524-0072/2024-67-13 (accessed November 08, 2024)
Bevz, A. (2024) Doslidzhennya innovatsiy u hotelʹnomu biznesi [Research on innovations in the hotel business]. Ekonomichni horyzonty – Economic Horizons, no. 2-3(28), pp. 102–110. DOI: https://doi.org/10.31499/2616-5236.2(28).2024.305695 (accessed November 08, 2024)
Nikolaychuk O. A., Aulina R. I., & Mysnik YA. S. (2024) Udoskonalennya upravlinnya yakistyu obsluhovuvannya u hotelʹnomu zakladi [Improvement of service quality management in the hotel establishment]. Torhivlya i rynok Ukrayiny – Trade and Market of Ukraine, no. 1(53). DOI: https://doi.org/10.33274/2079-4762-2023-53-1-64-80 (accessed November 08, 2024)
Povoroznyuk I. (2024) Innovatsiynyy menedzhment pidpryyemstv industriyi hostynnosti [Innovative management of hospitality industry enterprises]. Ekonomika ta suspilʹstvo – Economy and society, no. 59. DOI: https://doi.org/10.32782/2524-0072/2024-59-63 (accessed November 08, 2024)
Liavynets H. (2024) Vplyv innovatsiy na antykryzovyy menedzhment u hotelʹno-restorannomu biznesі [The impact of innovations on anti-crisis management in the hotel and restaurant business]. Collection of Scientific Papers «SCIENTIA», (September 20, 2024; Bern, Switzerland), pp. 27–35. Available at: https://previous.scientia.report/index.php/archive/article/view/2070 (accessed November 08, 2024)
Kalargyrou V. and Costen W. (2017) Diversity management research in hospitality and tourism: past, present and future, International Journal of Contemporary Hospitality Management, Vol. 29 No. 1, pp. 68–114. DOI: https://doi.org/10.1108/IJCHM-09-2015-0470 (accessed November 08, 2024)
This work is licensed under a Creative Commons Attribution 4.0 International License.
