Monitoring the quality of services in the hospitality industry: methodological aspect

The quality of services provided in the hospitality industry is the most important condition for the formation of competitive positions in the service market. This problem is widely covered in scientific publications of domestic and foreign authors, but it does not lose its relevance. Quality variability, which is a specific feature of services, requires constant monitoring and regulation, which is achieved through monitoring. The purpose of the publication is to analyze and substantiate scientific approaches to identifying indicators and methods for assessing the quality of services in the hospitality industry in order to develop tools for continuous monitoring of the quality of services provided. The article proposes a generalizing characteristic of the service quality indicators of the hospitality industry and proposes an updated list of service quality indicators in relation to the hotel business and public catering enterprises that act as monitoring measurement objects. A comparative analysis of methods for assessing the quality of services at the enterprises of the hospitality industry has been carried out. The methodological aspects of developing and conducting consumer surveys for continuous monitoring of the quality of services are considered in detail on the example of the hotel industry and public catering enterprises.