THE ROLE OF STAFF EMOTIONAL AND CULTURAL INTELLIGENCE IN FORMING COMPETITIVENESS HOSPITALITY INDUSTRY

Abstract

In the hospitality industry, guests are provid- ed with a standard set of services. However, in order to create a positive impression of a hotel, its employees must be able to find a special approach to their guests. In today's globalized world and the hospitality industry, emotional intelligence and cross-cultural competence in serving guests of different nationalities becomes important. Cross- cultural and emotional competence of em- ployees is an important aspect of strategic and corporate management in the hotel in- dustry. The authors of the article focus on considering the problem of the formation of cross-cultural and emotional competence of the personnel of the contact zone of a hotel enterprise. The specificity of cross-cultural interaction in the hotel business is prelimi- nary revealed and the need to take into ac- count the cross-cultural characteristics of customers of different nationalities in the process of servicing at hospitality enterprises is substantiated.