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COMPLIANCE OF HOTEL BUSINESS PROCESSES UNDER PANDEMIC CONDITIONS

Автор: Sveta on .

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Bovsh L., Kulyk M. Komplajens biznes-procesiv gotelju v umovah pandemii'. Visnyk Kyi'vs'kogo nacional'nogo torgovel'no-ekonomichnogo universytetu. 2020. № 5. S. 58-67.

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DOI:  http://doi.org/10.31617/visnik.knute.2020(133)05

UDC 338.46:640.41 (045)
JEL Classification: С52; L83; В41; М21

BOVSH Liudmila,
PhD in Economics, Associate Professor at the Department of Hotel and Restaurant Business
Kyiv National University of Trade and Economics
19, Kyoto str., Kyiv, 02156, Ukraine

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ORCID: 0000-0001-6044-3004
 
KULYK Mariia,
Ph.D. (Economics), Associate Professor at the Department of Hotel and Restaurant Business
of  Kyiv National University of Trade and Economics
19, Kyoto str., Kyiv, 02156, Ukraine

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ORCID: 0000-0001-8732-7441

COMPLIANCE OF HOTEL BUSINESS PROCESSES UNDER PANDEMIC CONDITIONS

Background. New challenges related to the global pandemic have led to the need to create new requirements for the implementation of activities that are projected to become a new standard of hotel services and a new criterion for the quality of services in the next few years. A posteriori scientific developments, institutional regulations and practical results are gradually being introduced into the business philosophy and gaining relevance. Therefore, they can be used as a priori probabilities to build a system of compliance control of business processes, which correlate with the maintenance of a sufficient level of hotel comfort and quality provision of additional hotel services.
Analysis of recent researches and publications on this topic has revealed that the issue of building a system of compliance control of business processes is relevant in many areas of socio-economic life: public administration, business management in the world, but in Ukraine analytical developments in the hotel sector are not enough attention.
The aim of the research is formalizing and substantiating the compliance of business processes in the hotels under pandemic conditions.
Materials and methods. General economic methods such as comparison, theoretical generalization and grouping are used in the study. The methodology of statistical research and gap analysis were implemented to assess the components of business process comp­liance. The methods of analysis and synthesis were used to generalize analytical research and propose conclusions.
Results. The elements of the system of compliance of business processes in the hotel business are analyzed; it is proved that the use of this system allows maintaining a suffi­cient level of hotel comfort and quality provision of additional hotel services. The financial gap is considered in terms of the minimum cost of providing anti-epidemic tools and procedures with financial sanctions (fines) imposed by local authorities. The expe­diency of using collaborative CRM in the field of compliance of hotel business processes is substantiated, which allows hotels to effectively optimize business processes and faci­litate the implementation of control.
Conclusion. Today in Ukraine in the conditions of a pandemic there are new challenges that have caused the need to form new requirements for the implementation of activities, which are projected to become a new standard of hotel services and a new criterion for service quality in the next few years. Therefore, the construction of a system of compliance control of business processes, which correlate with the maintenance of a suffi­cient level of hotel comfort and quality provision of additional hotel services is by conducting activities in the field of hospitality.
The approaches proposed in the article to the creation of a system of compliance of business processes in the hotel allow simplifying and making this system a flexible management tool capable of rapid responses to external threats, including pandemic and man-made disasters.
Keywords: hotel, compliance, business processes, gap analysis, test methodology scale.

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