Methodological approaches to the evaluation of customer focus in hotels

The article discusses modern problems of customer focus in hospitality. The authors revealed the peculiarities in development of hotel market now, generalized theoretical approaches to defining the essence of customer focus, also determined the main indicators of the customer focus of hotels in modern conditions. The necessity of developing a methodological complex for evaluation the customer focus of hotels in order to measure the current level of customer focus and determine the main ways of its improvement has been substantiated. A multifactorial model for evaluation the level of customer focus in hotels has been formed, taking into consideration the transformation of consumer preferences of guests during the Covid-19 pandemic. The system of customer focus indicators in hotels, methods and tools for evaluation the proposed indicators have been substantiated. Special attention is for systemic methodological approaches to the development of customer-oriented hotel as a factor in increasing the competitiveness in the hospitality.