Problems of improving the organization of service at the enterprises of hotel and restaurant economy

Simakova, Olga and Сімакова, Ольга Олександрівна and Симакова, Ольга Александровна and Ніколайчук, Ольга Анатоліївна and Nikolaychuk, Olga and Николайчук, Ольга Анатольевна and Slashcheva, Alina and Слащева, Аліна Вячеславівна and Слащева, Алина Вячеславовна and Popova, Svitlana and Попова, Світлана Юріївна and Попова, Светлана Юрьевна (2020) Problems of improving the organization of service at the enterprises of hotel and restaurant economy. Вісник ХНУ. Серія «Економічні науки» (4(284)). pp. 181-185. ISSN 2307-5740

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Abstract

The purpose of the study - Identification of problems in creating an accessible environment in the hospitality industry. The study highlights the difficulties in the implementation of inclusive technologies in the functioning of restaurants and hotels, which continue to exist despite the relevance of this issue. One of the most important problems is the incompetence of staff in the specifics of caring for people with disabilities. The study analyzed the availability of hospitality facilities for people with reduced mobility. Also, the level of knowledge and disability awareness of the employees in this service sector was determined using a survey. As a result, it was revealed that social infrastructure facilities have partial accessibility for people with disabilities. It was also found that the adjacent territories and entrances to buildings, paths of movement inside the premises, designated areas, and sanitary facilities do not meet the criteria for accessibility. A survey of employees of the hotel and restaurant complex revealed their lack of qualifications to provide service to people with disabilities. The study also showed that difficulties are caused not only by the lack of appropriate equipment but also by a psychological barrier on the part of the staff. Thus, society in general, and employees in service enterprises, in particular, are not fully ready for communication with people with disabilities. Creating an accessible environment, in turn, can affect the quality of services provided to all categories of customers in the service sector. As a result, customer loyalty and, consequently, business profits will increase.

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