Jgutashvili N. Customer-oriented management of hotel and restaurant business enterprises

Object is the process of managing the customer- orientation of the enterprise; the purpose is substantiation of theoretical bases, development of methodical and practical recommendations on management of client-orientation of the enterprises of hotel and restaurant business; the methods are general scientific and special; results - development of theoretical and methodological provisions and development of scientifically substantiated recommendations for customer-oriented management of hotel and restaurant business enterprises; novelty - clarification of the content of the concept of customer-oriented service management of hotel and restaurant business enterprises; a hotel service product model that integrates four interrelated components: facilities, staff, processes, and hospitality institutions; the concept of customer service management of hotel service, based on an interdisciplinary approach; customer-orientation management system of hotel and restaurant business enterprises, which includes three subsystems: customer-oriented hotel service, customer experience management, diagnostics of customer behavior; methodical tools for assessing the client-orientation of the staff of the hotel and restaurant industry; scientific and methodological approach to managing the customer experience of a hotel guest; scientific and methodological approach to assessing the customer orientation of the hotel and restaurant industry; scientific and practical approach to the implementation of the proposed model of the service product in the customer-oriented management system of the hotel.