Aspects of developing standards for operating procedures of a hotel

Modern trends in the development of the hotel business are associated with a tough competition for the client. Due to the growing experience of tourists and their stay in various accommodation facilities, the choice of hotel is influenced by the guests’ opinions and reviews, which they leave in various information sources, about the quality of service that. Therefore, in modern management of a hotel, the main role is assigned to quality control of hotel services, related to various aspects of assessing the quality of staff work and overall compliance of the hotel with the requirements of national standards. The article examines the factors that influence on the need to develop operating procedure standards effecting the competitiveness and effective management of a hotel. An important component of the research is the systematization of the main stages of standards development and the connection between standards and the main hotel business processes: staff’s training and adaptation; staff’s control system and motivation system; corporate culture and improvement of the overall activities in a hotel. The article also explores the possibilities of using information technologies to monitor and analyze the service quality using mobile applications to record violations and deviations from standards.