ORGANIZATION OF THE STRUCTURE OF MANAGEMENT AND QUALITY CONTROL OF SERVICES IN ACCOMMODATION FACILITIES IN THE SOUTH OF UKRAINE
Abstract
The introduction of market relations in Ukraine and the creation of a competitive environment have changed the working conditions of the hotel business. With the transition to market relations, the management structure in hotel facilities should create conditions for the best use of both the material and technical base of the enterprise, as well as the collective potential of service personnel, their creative and intellectual capabilities. The organizational structure of the hotel business should ensure effective interaction with the domestic and external services market, and contribute to improving competitiveness. It should be noted that the organizational structure of the hotel industry should be flexible and change in accordance with the requirements of the external and internal market of hotel services. The need to create an organizational management structure is associated with a rational distribution of rights and obligations between individual divisions of the organization, a clear definition of the interaction of structural links in the production process to achieve the goal and ensure competitiveness in the hotel services market. The organizational structure of a hotel company depends on its purpose, the capacity of the room stock, the specifics of guests, the form of ownership and other factors. To create an organizational structure, it is necessary to determine the specific functions of each department and division of the institution, that is, to create a vertical structure of the enterprise; organize departments and structural divisions and decide on jobs, namely, to plan a structural hierarchy; coordinate the functional activities of each division, that is, form a horizontal structure of the enterprise with clearly defined responsibilities of each employee of the hotel industry. The work of hotel facilities should be focused on various types of services and consumer needs, depending on the direction of the enterprise's activities, as well as the purpose and duration of guests ' stay in hotels and accommodation facilities.
References
Мальська М.П., Пандяк І.Г. Готельний бізнес: теорія та практика. Підручник. Київ : Центр учбової літератури, 2010. 472 с.
Галасюк С.С., Шикіна О.В. Організаційно-економічні засади функціонування малих готелів : монографія. Одеса : Атлант, 2015. 281 с.
Джум Т.А., Денисова Н.И. Организация гостиничного хозяйства : учеб. пособие. Москва : Магистр: ИНФРА-М, 2011. 400 с.
Левицька І.В. Формування системи управління якістю готельних послуг. Формування ринкових відносин в Україні. 2014. № 1 (152). С. 83–88.
Иванова О.В. Формирование эффективной системы управления отношений с клиентами в гостинице. European science. 2018. № 4 (36). С. 35–39.
Никольская Е.Ю., Ефремова М.Ю. Методические подходы к проектированию организационной структуры управления в гостинице. Инновационная наука. 2015. №7. С. 137–147.
Мысова О С. Специфика управления персоналом как подсистемы гостиничного менеджмента. Вестник Кемеровского государственного университета. 2015. № 1 (61), Т. 4. С. 230–234.
ДСТУ 4268:2003 Національний стандарт України. Послуги туристичні. Засоби розміщення. Загальні вимоги. Київ : Держстандарт України, 2003. 2с.
ДСТУ ISO 9001-2001. Система управління якістю. Вимоги. Держ-стандарт України, 2001. 23 с.
Синяева И.М. Практикум по маркетингу / И.М. Синяева, С.В. Земляк, В.В. Синяев; под ред. проф. Л.П. Дашкова. Москва : Изд. Торговая корпорация «Дашков и Ко», 2006. 240 с.
Фадеева Н.В. Методология оценки качества услуг. Вестник ТГТУ. 2012. Том 18. № 2. С. 484–492.
Про державну підтримку малого підприємництва: Закон України від 19.10.2000 № 2063-111. URL: www.zakon1.rada.gov.ua
Ваганов К., Кириченко О. Стратегія розвитку малого та середнього бізнесу в Україні. Актуальні проблеми економіки. 2008. № 1. С. 103–118.
Malskaya M.P., Pandyak I.G. (2010) Hotel business: theory and practice. Textbook. Moscow: Center for educational literature, 472 p.
Galasyuk S.S., Shikina O.V. (2015) Organizational and economic bases of functioning of small hotels: monograph. Odessa: Atlant publ., 281 p. (in Russian)
Jum T.A., Denisova N.I. (2011) Organization of hospitable economy: textbook. manual. Moscow: Master's degree: infra-m, 400 p.
Levitskaya I.V. (2014) Formation of the quality management system of hotel services. Formation of Market Relations in Ukraine, no. 1 (152), pp. 83–88.
Ivanova O.V. (2018) formation of an effective management system for relations with clients in a hotel. European science, no. 4 (36), pp. 35–39.
Nikolskaya E.Yu., Efremova M.Yu. (2015) Methodical approaches to designing an organizational management structure in a hotel. Innovative Science, no. 7, pp. 137–147.
Mysova O.S. (2015) Specificity of personnel management as a subsystem of hotel management. Bulletin of Kemerovo State University, no. 1 (61), vol. 4, pp. 230–234.
DSTU 4268:2003 national standard of Ukraine. Tourist services. Accommodation facilities. General requirements. Moscow: Gosstandart Ukrainy publ., 2003. 2 p.
DSTU ISO 9001-2001. Quality Management System. Requirements.-State – standard of Ukraine, 2001. 23 p. (in Russian)
Sinyaeva I.M., Zemlyak S.V., Sinyaev V.V. (2006) Praktikum po marketik [workshop on marketing]. Moscow: Ed. Trading Corporation "Dashkov & Co.", 240 p.
Fadeeva N.V. (2012) Metodologiya otsenka kachestva uslug [methodology for evaluating the quality of services]. Vestnik TSTU, vol. 18. №2, pp. 484–492.
On state support for small businesses: Law of Ukraine No. 2063-111 of 19.10.2000. Available at: www.zakon1.rada.gov.ua
Vaganov K., Kirichenko O. (2008) Strategy of development of small and medium-sized businesses in Ukraine. Actual Problems of Economics, no. 1, pp. 103–118.
