ORGANIZATION OF THE WORK OF THE CONCIERGE HOTEL SERVICE

Abstract

Purpose. The aim of the article is the research of the service of the service of domestic and foreign hotels. Methodology of research. General scientific and special methods are used in the process of research, in particular: methods of analysis and synthesis – in substantiating the process of creation and operation of the hotel concierge service; methods of observation and logical generalization – when considering the specifics of the activities of concierges of foreign and domestic hotels. Findings. It has been established that the reception and accommodation service is one of the key hotel services, its “face”, since it is its employees who first contact the guests. The main functions performed by the concierge, the basic knowledge and skills that they need are analyzed. It is determined, that in our time of information technologies the work of concierge has considerably simplified and changed. In particular, concierge began to specialize in providing more personalized information. It is revealed that outside the attention of researchers-theorists are the methods of work, functions and appointment of the concierge service, taking into account the latest technologies, its role in the overall activity of hotels. The tendencies of the development of the service of concierges in the world and in Ukraine have been analyzed. It is proposed to use social networks both for information search and for informing clients about additional services even better and faster in order to improve the activity of the concierge. It is proved that, despite the significant achievements of electronic concierge services, no virtual application can replace the concierge completely. After all, the main thing that gives concierge guests to the hotel is emotion, human and very personal attitude. Originality. An integrated approach is used in the study of the directions of development of the hotel concierge service in the world and in Ukraine; the role, functions and directions of the development of the service of concierge in the work of domestic and foreign hotels are determined, taking into account the latest trends. Practical value. The obtained results of the research can be used in the work of domestic hotels in developing the organizational structure of the hotel and the preparation of job descriptions of employees.