{"title":"Ensuring the Efficiency of Service, Technology, and Management Processes in the Hotel and Restaurant Business","authors":"Yuliia Zemlina, Svitlana Peresichna, Oksana Oliinyk, Olha Danylenko, Serhii Krasovskyi, Olena Vasylenko","doi":"10.37394/232015.2023.19.105","DOIUrl":null,"url":null,"abstract":"In the face of war and a global pandemic, the hotel and restaurant industry in Ukraine has been compelled to adapt swiftly to unpredictable changes. This article assesses the efficiency of service, technological, and managerial processes within this sector, employing concepts from Customer Relationship Management (CRM) and customer experience, and operational efficiency. Statistical analysis was used to evaluate efficiency coefficients, focusing on factors like staff engagement, local sourcing, streamlined check-in processes, resource optimization, and dynamic pricing based on demand. The study highlights the shift toward flexible operational management and customer service modeling amidst uncertain conditions. Using the case of Ribas Hotels Group from 2012-2023, the article demonstrates strategies such as cost optimization and dynamic pricing, showcasing how CRM principles aid in building customer loyalty during turbulent times. The research provides valuable insights into the growth sources of gross operating profitability, emphasizing the practical significance of efficient processes in the Ukrainian hotel and restaurant business.","PeriodicalId":53713,"journal":{"name":"WSEAS Transactions on Environment and Development","volume":"215 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2023-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"WSEAS Transactions on Environment and Development","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.37394/232015.2023.19.105","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Social Sciences","Score":null,"Total":0}
引用次数: 0
Abstract
In the face of war and a global pandemic, the hotel and restaurant industry in Ukraine has been compelled to adapt swiftly to unpredictable changes. This article assesses the efficiency of service, technological, and managerial processes within this sector, employing concepts from Customer Relationship Management (CRM) and customer experience, and operational efficiency. Statistical analysis was used to evaluate efficiency coefficients, focusing on factors like staff engagement, local sourcing, streamlined check-in processes, resource optimization, and dynamic pricing based on demand. The study highlights the shift toward flexible operational management and customer service modeling amidst uncertain conditions. Using the case of Ribas Hotels Group from 2012-2023, the article demonstrates strategies such as cost optimization and dynamic pricing, showcasing how CRM principles aid in building customer loyalty during turbulent times. The research provides valuable insights into the growth sources of gross operating profitability, emphasizing the practical significance of efficient processes in the Ukrainian hotel and restaurant business.
期刊介绍:
WSEAS Transactions on Environment and Development publishes original research papers relating to the studying of environmental sciences. We aim to bring important work to a wide international audience and therefore only publish papers of exceptional scientific value that advance our understanding of these particular areas. The research presented must transcend the limits of case studies, while both experimental and theoretical studies are accepted. It is a multi-disciplinary journal and therefore its content mirrors the diverse interests and approaches of scholars involved with sustainable development, climate change, natural hazards, renewable energy systems and related areas. We also welcome scholarly contributions from officials with government agencies, international agencies, and non-governmental organizations.