Formation and use of the competence approach to the hotel staff management

The article is devoted to the using the competence approach in the practice of managing the human resources of hotel enterprises. These issues are discussed and covered in numerous HR-forums; it regularly gets attention of various re- search and publications in specialized media. Despite the growing popularity and relevance of the competence approach, there are differences in the concep- tual system, a reference point has yet to be found about which different ap- proaches can be evaluated in the definition and use of the competence ap- proach. Competent approach as HR-technology has developed in Russia on the basis of foreign theory and practice. However, providing domestic enterprises and or- ganizations with competent personnel is becoming an ever more pressing need and one of the main tasks of developing and improving the competitiveness of the Russian economy. Saturation of the market with tourist services (hospitality services) in advanced economies has led to the need to implement new innova- tive approaches to the management of personnel of enterprises in this field of activity, based on a competence approach. The article analyzes the use of the competence model in the practice of Russian companies, which has a disappointing character. The author discusses the con- cept of Guest Touch Line (r) for the efficient using and developing professional competence of employees of the hotel enterprises, and also in order to accumu- late knowledge and experience of the personnel, the ability to create unique business processes and the service technologies. Based on the use of this tool, the author proposes a profile of competence for manager of the guest relation in a hotel company. The article considers the use of the competence approach in the training and development of hotel personnel, which is specified in the light of the company's general strategy. Three ways of managing the career of the hotel staff are indicated. The author proposes to consider the organization of professional training of the hotel staff as a complex continuous process, which includes a combination of organizational and economic activities in the field of profes- sional development and professional skill development of the business initiating category of personnel (a step-by-step algorithm for organizing the training of hotel staff is indicated). Also, the system of remuneration of personnel of hotel enterprises is considered on the basis of competence accounting.